The angry patient/a complaint

Slides:

Advertisements

Similar presentations

The Future General Practitioner

Advertisements

The Calgary-Cambridge guides to the medical interview Jonathan Silverman e coll Il processo della comunicazione medica Prof.ssa Maria Grazia Strepparava.

Building the relationship. Occurs throughout the interview Occurs throughout the interview Important in Specialist medicine Important in Specialist medicine.

The Consultation literature

Consultation Models.

Consultation Models Ramesh Mehay Course Organiser, Bradford

Telephone consultations. Why discuss them? Major increase in use of telephone in primary care (like banking, insurance etc) No undergraduate training.

The consultation is at the heart of general practice

1 Breaking Bad News. 2 What do they know already? An understanding of their medical condition. The possible outcome of the assessment. Their prognosis.

Telephone triage and its use in general practice Andy Botherway October 2011.

Matt Smith September What are the odds? The February to March 2013 CSA Pass rate for first time applicants was 78%

Why people fail the CSA. Indicators of poor performance Data Gathering Disorganised and unsystematic in gathering information from history taking, examination.

The Rough Guide to consultation skills

MRCGP Written/Orals Examination Answer Structures & Grids.

HSC Complaints Procedure

Educational Solutions for Workforce Development East Deanery General Practice ST1 – GP Placement Introduction.

Priory Fields Patient Participation Group Survey December 2011.

A narrative approach to medicine. Aims and objectives What is narrative based medicine? To consider narrative as a way of learning and understanding To.

Preparation for the CSA How to make it an integral part of education and work in the practice Dr Allison Law FRCGP Course organiser Glasgow North District.

DR. ABDULLAH ALSHAHRANI

Introduction to Clinical Communication Vertical Theme Year 1.

1 Good Questions for Good Health. 2 Health Information Can Be Confusing Everyone wants help with health information You are not alone if you find health.

Consultation Models The Second Termers Why the consultation? Pivotal to everything we do as GPs Gives insight into doctor-patient relationship Likely.

THE CONSULTATION. OBJECTIVES:  Use different ways of communication skills which encourage patients’ participations in consultation by mastering the following.

CONSULTATION SKILLS Dr. Ekram A Jalali.

What is it???. Outcomes Be able to describe what Narrative Based Medicine is Be aware of the advantages and disadvantages of Narrative Based Medicine.

West of Scotland Regional Trainer’s Day Aims and objectives of this workshop Review consultation teaching Consultation models Feedback models Focus.

* The doctor who specialises in the patient * Physical, psychological and social care * Continuing care of on-going conditions * Early diagnosis and initial.

Consulting Others & Medicolegal Risk Reduction Max Brinsmead MB BS PhD May 2015.

Inpatient Survey 2008 Joy Wilk AD Clinical Governance June 2009 Appendix 4.

Complaints in General Practice – avoiding them and dealing with them Dr Katherine Teare GP Educator Fellow.

Chair & Minute Taking Training Isabel Costello, Student Voice Coordinator (Course Reps & Quality)

Priory Fields Patient Participation Group Survey December 2011.

Matt Smith. What are the odds? The February to March 2015 CSA Pass rate for first time applicants was 78%

THE CONSULTATION. OBJECTIVES:  Use different ways of communication skills which encourage patients’ participations in consultation by mastering the following.

Principles of medical ethics Lecture (4) Dr. HANA OMER.

Learning from patients’ experience Angela Coulter Picker Institute Europe Angela Coulter Picker Institute Europe

Chairing Challenging Meetings Effectively Karen Heaton Director of Human Resources March 2015.

The Importance of Good Communication in Complaints

Office Of Ombuds Services

Dr Sunil Gupta GP Trainer and Examiner for RCGP 9th October 2014

Department of Postgraduate GP Education

Facilitation Tool: Team Agreement

Achieving equity through Expanded learning opportunities

HANDLING PEOPLE PROBLEMS

ONE APPOINTMENT ONE PROBLEM ONE PATIENT

Academic representative Committee CHAIR training

The consultation is at the heart of general practice

ONE APPOINTMENT ONE PROBLEM ONE PATIENT

The Consultation literature

Healthcare Complaint Management Conference

Options for Dispute Resolution

Options for Dispute Resolution

Consent to Medical Care

Breaking Bad News.

Goal Reality Options Will

Quality of Work Productivity and Outcomes

Thinking about thinking and feeling

Informal Resolution Your Name.

Telephone consultations

Options for Dispute Resolution

Consultation Models.

Family continues to insist on the intervention

Bradford GPST Programme

Options for Dispute Resolution

Sources of information in the consultation

Medical Constructs and Grids

Patient feedback for revalidation – consultation on changes 10 May mins in total: 5 mins intro – why feedback is important and why we’re revising.

THE RIGHTS Right to emergency medical care

Presentation transcript:

The angry patient/a complaint

The angry patient Welcome the patient Start with a very open question, or they may start straightaway! Facilitate ventilation and allow the patient to extinguish Show empathy and apologise for how they are feeling and how it has effected them

The angry patient (Your) Emotional housekeeping Find out what happened and what it means for them (SPICE). Agenda setting – the medical issue and the complaint

The angry patient - medicine Focussed questions & Red Flags Summarising Examination – yes you may have to examine the patient! Explanation & option sharing +/- safety netting ( Shared decision making/management plan

The angry patient - complaint Explain how you might deal with their complaint – SEA, Informal complaint procedure or formal complaint Explain the process and likely outcomes Shared agreement around the objectives.

The angry patient Arrange follow up Summarise what has been agreed More emotional housekeeping!

The angry patient Using the CSA score sheet write down what the doctor said or did to help achieve a successful consultation https://www.youtube.com/watch?v=Bmz5Xz7CREI&t=117s