Receiving the Patient

Test 1
Home reading TWO CONSULTATIONS
1. make up sentences with the following words and expressions :
To take smb to see a doctor about
To be reputed
To pay the consultation fee
A check up
To come for a follow-up
To fail to give assurance
To cure a problem
Management strategy

Two Consultations
Find synonyms
To take smb to see a doctor – to accompany smb to a doctor
A consultation – a check up – a follow-up
To give – to hand
To cure – to treat – to manage
Treatment – cure – management
Thoroughly – in details - carefully
To come back – to return
Communication – relationship
Sick – ill
Disease – illness – sickness
To feel relieved – to feel happily
Grievances – problems – concerns – complaints
To look dissatisfied – to look unhappy

Characteristics of a good doctor
Is reputed to be one of the best
Gives enough time to explain about problems and treatment in details
Gives his patients assurance and encouragement, hope
Patients are not afraid to come back to the doctor for a follow-up
Listens carefully and thoroughly examines
Tells about the disease and treatment that he is going to give
Asks if a patient understands everything
Makes patient feel relieved and happily
Can see non-verbal cues from patients faces
Gives patients enough time to tell about their grievances
His management strategy is laid upon a strong foundation of good D-P relationship
Epitomizes good D-P communication

Aims
To be able
to greet patients and put them at ease
to introduce yourself and your role
to ask the opening question
to set the agenda for the interview

Lead in
Share your thoughts
The kindly word, the cheerful greeting, the sympathetic look – these the patients understands.
William Osler (1849-1919)

William Osler

William Osler
Наилучшая подготовка к завтрашнему дню – это сделать как можно лучше сегодняшнюю работу.
Мы здесь для того, чтобы все возможное добавлять к жизни, а не для того, чтобы все возможное получать от жизни.
Чем более невежествен человек, тем более он догматичен.
Будущее – сегодня.

Sum up
Make up sentences putting the following words in the right order:
many doctors, Today, learning, basic relation-building skills, are not interested in.
of the doctor-patient encounter, the positive, But, initial contact, is very important, with the patient, for the outcomes,.
may not understand, their condition, Patients, much about, but, warmth, they understand, the doctor gives, and empathy.

Sum up
Today many doctors are not interested in learning basic relation-building skills.
But the positive initial contact with the patient is very important for the outcomes of the doctor-patient encounter.
Patients may not understand much about their condition but they understand warmth and empathy the doctor gives.

Putting yourself in the patient’s shoe
How do you feel when you enter hospital as a patient?
relaxed mildly concerned
unconcerned apprehensive
relieved scared
What lessens your concerns?
administrative staff a doctor
nursing staff surrounding
What qualities do you appreciate in a doctor?

Establishing initial contact (rapport)
The way you greet a patient can determine the rest of the consultation.
The initial contact with the patient sets the foundation for the relationship. Be prepared to give your undivided attention. Spend enough time and energy on your greeting to achieve comfort of the patient.
Bickley (2003) (Prof. Curt Bickley - Bio | Multnomah University)
Listen to a communication expert (ex.4 a, b, p.15)
Do ex.5a,b, p. 16 at home (copy script 1.1, p. 137)

Listening to a communication expert
Learn new words and fill in the gaps
crux решающий вопрос
rapport отношения, взаимопонимание
success успех
opposite напротив
make делать, заставлять
break прервать, нарушить
treat относиться к, обращаться с
greet приветствовать
making sure делая все необходимое для
seating arrangement
расположение кресел
feel threatened ощущать угрозу
establish rapport
установить контакт
добиться взаимопонимания
research исследование
failure неудача
forthcoming вежливый, общительный,
приветливый

A lecture delivered by a communication expert
Actually, a lot of research is connected with the position of the seating. It is very important and can make a success or failure of the interview.
Patients feel less comfortable and forthcoming if they sit directly opposite the doctor across a desk. If they are sitting opposite each other but not across the desk, the patient feels more relaxed and more forthcoming.
The actual distance between a patient and a doctor is also important. A doctor should not be far from a patient as he couldn’t hear him or her. And if the distance between a doctor and a patient is far, a patient feels you are not interested in his story. But at the same time, if the distance between a doctor and a patient is too short, a doctor can make a patient feel threatened. Chairs should be somewhere between 4-6 feet (~ 1.25 m – 1. 85 m) in Britain and in the USA the distance may be 3 feet (90 cm – 1 m).