Day 15
PATIENT- PROVIDER COMMUNICATION: PATIENT PERSPECTIVE
AGENDA
Updates Patient Perspective Activity Homework
anyone who receives health- related services audience members of nonmedica services
clients of public health services target audience members of health campaigns individuals who surf the internet for health informatio
PATIENTS ARE…
(Mattson & Hall, 2011, pp. 120-121)
(Mattson & Hall, 2011, p. 122)
larger-scale or broader influences outside the immediate context of the immediate context of the interaction.
localized influences within the immediate health care provider/patient context that affect the interaction
M A C R O – L E V E L I N F L U E N C E S
M I C R O – L E V E L I N F L U E N C E S
Patient/health care provider goals Interpersonal influences Cultural influences Power dynamics Organizational influences Media influences Health literacy
1.
2.
3. 4. 5.
6. 7.
(Mattson & Hall, 2011, p. 123)
Patient/Health Care Provider Goals
exchange of information sharing and seeking information commonly, for patients, reducing uncertainty patients are looking for answers/diagnoses uncertainty reduction to occur-patients need to provide:
symptoms medical history lifestyle
providers have educational goals patient compliance
the extent to which patients follow health care providers’ directives concerning preventive behaviors, meds, and other treatments
E D U C A T I O N A L G O A L S goals patients and providers have for outcomes related to patients’ health problems patients’ goals
feeling better being diagnosed and cured
providers’ goals to understand & diagnose the patient prescribe effective treatment
M E D I C A L G O A L S how individuals in health care interactions wish to be perceived & how individuals position themselves within the interaction Facework
we adjust our behavior & communication in order to present our best self or our best face
providers wish to appear as an expert and trustworthy patients wish to appear knowledgeable and responsible goals-influence how they interact with one another
R E L A T I O N A L G O A L S
(Mattson & Hall, 2011, pp. 124-125)
Interpersonal Influences attributes of the participating individuals that affect the interaction or conversation
Education Level Higher education = More active in medical convos
Age Older = More passive and treat health personnel as authorities
Health Status Sicker = more passive and less satisfied with the care
Gender Women = talk about emotions & feelings more Men = focused on specific health issues
SES lower SES = more passive
P A T I E N T A T T R I B U T E S
(Mattson & Hall, 2011, pp. 124-126)
MEDIA INFLUENCES the increasingly important role that various forms of media have in shaping patient/health care
provider interactions
(Mattson & Hall, 2011)
MEDIA INFLUENCES the increasingly important role that various forms of media have in shaping patient/health care
provider interactions
Fictional portrayals of medical situations based on what we observe in shows, that is what we expect about how providers should (not) be acting
The vast array of medical information available via the internet
WebMD (+) and (-)
New technologies altered channels through which patients and health care providers communicate
1. a.
2. a.
i. b.
3. a.
(Mattson & Hall, 2011)
Patients Rights in Health Care Interactions
To consult with the physician of their choice To be treated confidentially To use their own resources to purchase care To refuse treatment To be informed about their care To make decisions regarding their care To receive full disclosure from their insurance plans regarding coverage To be informed of hospital policies pertaining to care
(Mattson & Hall, 2011)
Patient-Centered Communication (PCC)
Elicits, understands, & validates the patient’s perspective Tries to understand patient within patient’s context Reaches mutual understanding about problem and treatment Offers patient meaningful involvement in decisions relating to patient’s health
interaction in which health care providers allow patients to lead whenever possible while trying to ID patients’ major concerns rather than focusing only on health care provider’s
concerns and interests
(Mattson & Hall, 2011)
(Mattson & Hall, 2011)
(Mattson & Hall, 2011)
(Mattson & Hall, 2011)
Benefits of (PCC) for Patients
Perception of genuine concern (from the provider) Inc. satisfaction with health care encounters Dec. stress and anxiety Improved health outcomes (adhere to health care providers’ advice and treatment plans)
(Mattson & Hall, 2011)
(Mattson & Hall, 2011)
Patient Skills for (PCC)
Information seeking Information provision Information verifying
(Mattson & Hall, 2011)
Information Seeking
Feeling intimidated by health care providers (appear unintelligent or annoying) Limited time (to ask questions) Needing time to process information Not knowing what to ask Not realizing info is misunderstood until trying to follow the treatment plan
Why patients hesitate to ask questions:
involves patients gathering information from providers about aspects of their health conditions from diagnosis to treatment
Information Provision
Relevant & Accurate Information Telling the Truth
Two Challenges : 1. 2.
refers to the act or process of giving information to health care providers
Write down a list of symptoms & concerns Bring current medical history to appointment Bring a list with a family medical history Bring list of all meds and dosages
Threats to self-identity Worry about confidentiality due to team care Cultural differences Personal characteristics
(Mattson & Hall, 2011)
Information Verifying refers to the abilities of patients to confirm the information they receive from providers
(Mattson & Hall, 2011)
process of patients making sure they understand what is being communicated to them
problem= patients are unable to follow instructions due to a lack of understanding
RA 9 DUE (2/24) CH. 5, PP. 155- 159; 162-171 CH. 6, PP. 190-192 TOOL KIT
https://www.npaf.org/patients-and-caregivers/skilled-communications/
