Effective communication. MBBS 1 Friday 13th May 2005 Professor Graham Martin. “The greatest problem in communication is the illusion it has been accomplished” George Bernard Shaw . What we need to cover. Evidence about Communication The spoken word Emotional voice tone Body language
MBBS 1 Friday 13th May 2005
Professor Graham Martin
judgementalCommon descriptors of inappropriate medical student behaviours & attitudes
Doctor to Patient: Do you fully appreciate the risks of this procedure?
Patient to Doctor: Sure, you screw up and I’ll sue!
“Patients’ complaints cause years of hurt, study shows”
“GPs left undefended as UMP walks away”
70 % of patient complaints
…. provides an independent, impartial and collaborative health complaints system designed to improve health care services and promote health rights and responsibilities in Queensland.
+ Patient’s unmet / unrealistic expectation
+ Adverse event or bad outcome
= a writ or complaint
“After much consideration and as an act of my good faith, I have decided to allow copies of your medical record to be sent to you. You should be aware that I have no legal obligation to do this.”
& Osteopath 6
“The review of your complaint has provided useful suggestions in terms of process and staff training issues. As such, future patients will benefit from the critical examination of the way in we manage patient concerns”
“Expressions of Regret”
Allows an individual to express regret about an incident without being concerned that the expression will be used as an admission of liability or negligence.
This statement cannot then be used in court.
A Collaborative approach to resolving health service complaints
50% - Assessed in first 9-30 seconds
First Episode Psychosis