Table of Contents
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Table of Contents
Chapter 1: Opening Patient Meetings
- Introduction
- You still call it a Waiting Room?
- Preparing for the interview
- Patient names – what’s appropriate
- Partnering with patient
- High-impact openings
- Incorporation of patient lifestyle information
- Two key words, “What else?”
- Conclusion
Chapter 2: Closing Patient Meetings
- Introduction
- Reviewing the meeting
- Planning next steps
- Avoiding late occurring patient issues
- Conclusion
Chapter 3: Nonverbal Communication
- Introduction
- Paralanguage
- Position of head and shoulders
- Sitting guidelines
- Eye contact
- Effective use of silence
- Listening skills
- Conclusion
Chapter 4: Psychosocial Aspects of Patient Care
- Introduction
- Understanding empathy
- Differences between empathy and sympathy
- Incorporating empathy
- Therapeutic humor
- “I Wish” statements to show you care
- Crying patients
- Angry patients
- Empathize before you educate
- Conclusion
Chapter 5: Interviewing Patients
- Introduction
- Agenda setting
- Open-ended questions
- Closed-ended questions
- Questions to avoid
- Pain management discussions
- Stop talking, start listening
- “I wish” statements to redirect
- Conclusion
Chapter 6: Educating Patients
- Introduction
- Converting abstract to concrete
- Chunk and check method
- Power of the pad! (Notepad)
- Plastic models
- Patient friendly written materials
- Supplying resources
- Teach back method
- Teaching patients about the Internet
- Increasing compliance
- Conclusion
Chapter 7: Giving Bad News
- Introduction
- Definition of Bad News
- Is it Always Necessary to tell a Patient the Bad News?
- The Variables
- Overview: Steps in Giving Bad News
- Before Giving the News
- Giving the News
- After Giving the News
- Case Study
- Conclusion
Chapter 8: Case Studies
- Introduction
- Outpatient (Office Visit) Case Study
- Inpatient Case Study
- Emergency Department Case Study
- Conclusion
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