Examiner feedback summary from free mock session conducted on 17/06/2024.
Data Gathering
Telephone Etiquette:
Always introduce yourself clearly.
Confirm the caller's full name and relationship to the patient.
Ask if they can hear you clearly.
Confirm the callback number in case the call is dropped.
Elaborating the Complaint:
Begin by addressing the core reason for the patient's anger (e.g., not being informed about a medication change).
Explore why this was so important to the caller.
Ask if the caller had previously requested to be informed about changes. This helps gauge the severity of the issue.
Additional Information:
Determine if the patient has capacity to make decisions.
Inquire about the existence of a Lasting Power of Attorney (LPA).
Management
Explain the Diagnosis:
Clearly explain the patient's condition (hypothyroidism) and the standard treatment approach.
Reassure the caller that the medication change is positive, indicating improvement.
Validate Feelings:
Acknowledge the caller's anger and apologize for the lack of communication.
Emphasize understanding and agreement.
Offer Solutions:
Discuss how the caller would prefer to be notified of future changes.
Document this preference in the patient's notes.
Provide Support:
Offer resources (e.g., contact information for the GP manager, PALS – Patient Advice and Liaison Service) to escalate concerns if needed.
Suggest additional support relevant to the patient's condition.
Interpersonal Skills (IPS)
Prioritize Empathy:
Use phrases like, "I can understand why you're angry" or "I'm so sorry this happened."
Validate their emotions regularly throughout the conversation.
Mnemonic: EVE (Explore, Validate, Empathize)
Explore: Acknowledge their feelings.
Validate: Confirm their perspective is understandable.
Empathize: Express genuine sorrow for the situation.
Avoid Defensiveness:
Don't make excuses or minimize the issue.
Focus on understanding and addressing their concerns.
Two-Minute Bell Strategy
Remember the 3 F's:
Safety Netting: Briefly mention warning signs or symptoms to watch for.
Leaflets and Pamphlets: Offer educational materials for them to review later.
Follow-up: Schedule another appointment to discuss ongoing concerns and ensure everything is addressed.
Additional Tips
Practice angry patient scenarios with colleagues, emphasizing harshness to simulate exam conditions.
Structure your responses, addressing data gathering, management, and IPS systematically.
Always prioritize patient safety and well-being.
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