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What I Want From My Consultant ASGBI, 2008

This article discusses the top ten attributes expected from healthcare consultants according to patient surveys, focusing on honesty, experience, and communication skills. Patient testimonials and advice for effective communication are highlighted.

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What I Want From My Consultant ASGBI, 2008

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  1. What I Want From My ConsultantASGBI, 2008 Jo Grey CEO & Chair of Trustee Board Association for Multiple Endocrine Neoplasia Disorders (AMEND)

  2. Quick Quiz • Attributes top “ten” • Honesty • Experience • Communication skills What I Want From My Consultant, ASGBI 2008

  3. AMEND Member Survey(March 2008) • 61 respondents • Assessed patients’ opinions of • their perception of the state of their current care • issues surrounding possibility of national commissioning or regional special commissioning for MEN What I Want From My Consultant, ASGBI 2008

  4. Honesty • Give patients realistic expectations of surgical outcomes • Level of expertise with planned procedure • Don’t make promises you can’t keep • Admitting to not knowing is not a sin! • “My consultant knew nothing about MEN but he has learnt” • “The consultant has had to work hard to locate specialists for information” What I Want From My Consultant, ASGBI 2008

  5. Experience • Are you the best person for the job? What I Want From My Consultant, ASGBI 2008

  6. Experience “You’ve obviously been eating far too much cheese; I suggest you stop.” (Later diagnosed with parathyroid hyperplasia and subsequently MEN1 - 2004) What I Want From My Consultant, ASGBI 2008

  7. Communication • Good Communicators • Assess patients’ understanding • Make a patient feel heard • Make a patient feel supported • Take patient seriously • Earn trust by showing respect • Bad Communicators • Rush • Make assumptions • Patient feels unimportant/worthless • Patient feels alone • Lose trust and respect What I Want From My Consultant, ASGBI 2008

  8. Communication • Barriers to communication • Physical • Mental What I Want From My Consultant, ASGBI 2008

  9. Communication • Listening • Time “Everything is distant and rushed” (AMEND Member Survey) • Don’t presume you’ve heard it all before What I Want From My Consultant, ASGBI 2008

  10. CommunicationAMEND Survey (March 2008) What I Want From My Consultant, ASGBI 2008

  11. Communication • Sense of humour “That would be good for all your other joints but this one is metal and plastic so you’d be better off using WD40” “Your arm was probably a bit heavy” What I Want From My Consultant, ASGBI 2008

  12. Communication • Supportive (the bigger picture) • Family • Support groups What I Want From My Consultant, ASGBI 2008

  13. Communication • Continuity • Seeing the same person each time is important “I would rather see a knowledgeable person and not have to discuss everything in front of students” (AMEND Member Survey) What I Want From My Consultant, ASGBI 2008

  14. Communication • Succession • Who takes over when you retire or leave? “That’s a good few years away and I’ll have retired so I don’t care!” What I Want From My Consultant, ASGBI 2008

  15. Communication • Succession (AMEND Member Survey) • “[I am] no longer happy with the clinician and team at the hospital and not happy with their knowledge” • “Where my care was once excellent, it has declined dramatically.” • “Hitherto ‘Excellent’ [care] has descended to ‘Good’” • “Since the death of my consultant, my care provision has descended to ‘Poor’ as I don’t get to see a knowledgeable consultant.” What I Want From My Consultant, ASGBI 2008

  16. What do I want? What I Want From My Consultant, ASGBI 2008

  17. And finally… “I need to know that this body is my body, and I need to know everything that is happening to my body. But most of all, I need to know that you know that within my body there is me.” Michel Angelo Petrone (1963-2007) What I Want From My Consultant, ASGBI 2008

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