Listening Skills
What is known as parallel talk and paraphrasing?
Reflective listening
One study found that the top reason for malpractice claims are what?
What is "Providers didn't listen"
A study found that physicians interrupt their patients within how much time from the start of the conversation?
What is 18 seconds
These type of questions are designed to encourage full, meaningful answers using the patient's own knowledge and/or feelings.
What are open-ended questions
Use of this tool by physicians during rounding shows the patient we are all listening and working together to meet their needs
What is the whiteboard.
**Collaborative care helps to ensure open participation by the patient
What is the recommended amount of time to allow the patient to talk uninterrupted?
What is 2 minutes
** compared to the current avg which is in the previous slide
A study found this one reflective listening skill was able to differentiate no-malpractice claim surgeons from high-claim ones.
What is "voice tone"
**High claim surgeons were judged to be dominant, fast-paced, and less concnerned for patients compared to no-claim surgeons.
What says I understand and care which promotes dialogue and better understanding of the patients concerns and leads to increased compliance with provider orders
What is Empathy?
Without training what percentage of providers took advantage of the opportunities to convey empathy to their patient?
What is "10 percent"?
You can't always understand exactly what your patient is experienceing but you can always say what?
What is "I'm sorry"....you are in this pain, this situation, experiencing loss, etc
Part of demonstrating empathy
As Providers do better with communication, what else improves?
What is "outcomes"
**examples included medication adherence and cholesterol management (pg 153 and 159)
What is the 60/40 rule?
A patient may perceive this action by providers (and all other HC staff) as not listening
What is taking notes or documenting on the computer
**Use key words to explain why and then recap what you have written/doc so they know you were listening
Empathy and listening lead to trust. Trust leads to compliance. Compliance leads to what?
What is "better outcomes?"
In one study, what happened with every 10 point decrease in HCAHPS Doctor-Communication rating
What is "the prevalence of poor adherence to medication increased"