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Mastering Active Listening in Patient Care: Enhancing Compliance and Engagement

Effective patient care hinges on active listening, which fosters stronger relationships and compliance. This chapter outlines essential active listening steps, such as clearing your mind, paraphrasing, and utilizing open-ended questions. It emphasizes the importance of patient-centered communication and involving families in the care process. Strategies for improving adherence include optimizing access to care, discussing potential treatment side effects, and exploring reasons for non-compliance. By adopting a nonjudgmental approach and simplifying treatment regimens initially, providers can enhance patient understanding and commitment to their health plans.

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Mastering Active Listening in Patient Care: Enhancing Compliance and Engagement

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Presentation Transcript

  1. Chapter 4 The Art of Listening

  2. The Steps of Active Listening • Clear the mind • Paraphrase, restate, validate, reflection • Repeat the last two words • Use of open-ended questions • Utilize silence • Summarize

  3. Specific Issues in Primary Care • Interruptions • Time Constraints • Relationships over time • Families – the context of patients

  4. Compliance/Adherence/Follow-through • Relates to empowerment • Involves patient choice • Treatment plans need to be the patient’s plan • “non-compliance” is an opportunity to discuss motivation and value system

  5. To improve compliance • Optimize access to care. • Emphasize patient education. • Use patient-centered communication during visits. • Encourage patients to bring family and others in support system to appointments. • Schedule regular follow-up visits

  6. Specifically ask patients questions about potential treatment side effects. • Choose less-frequent dosing for medications when possible. • Offer less-expensive alternatives when cost is a critical barrier.

  7. Confirm data; ask patients to routinely bring in medication bottles, blood pressure logs, diaries; call pharmacies to check refills of prescriptions; check serum drugs levels, etc. • Implement mail or telephone reminder systems. • Structure the environment (work schedule, visual cues, etc) to facilitate compliance.

  8. Initially simplify treatment regimens and advance the complexity after the patient gains experience and buy in. • Explore patient reasons in event of noncompliance. • Obtain patient feedback to confirm patient understanding. • Use team approaches in organizing delivery of health care services.

  9. Use interpreter and community leaders as “cultural brokers.” • Tap into community resources. • Instead of experiencing non-compliance as a power struggle it can be viewed as entry into discussing what might be getting in the way of following recommendations

  10. Most Importantly • Avoid judging and simply inquire “what got in the way” of adhering to the recommended treatment. • Do not assume, rather inquire in a nonjudgmental manner.

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