Information giving skills and patient education

I-             Information giving skills and patient education

   The medical interview is not merely gathering information, reaching a specific diagnosis and handing a prescription but it extends to providing the patient with detailed information about his problem, treatment plan or options.

Then, the doctor will be the sender and the patient is the receiver. Doctor’s role here is to give information and correct the patient’s knowledge. When providing such information, in addition to advice and instructions, the doctor should consider the following:

1-    Providing simple and clear information by monitoring jargon (medical terms), difficulty and certainty: the doctor has to check the patient’s understanding before and during the explanation, he has to use concrete and applied examples. For instance, instead of saying “don’t eat high cholesterol diet” it is better to say “avoid eating fried food”. Use few sentences and give one message at a time. Use easy words according to the level of patient’s education. Use body language as it reinforces messages and regulates conversation.

2-    Putting important things first, i.e. the doctor should begin with what is most important, followed by what is less important to ensure that the patient recalls the most important instructions.

3-    Using repetition: repetition should be used carefully considering the patient’s background. To ensure full understanding, it is preferable to give the patient instructions several times using different words.

4-    Categorizing information to reduce complexity & aid recall: if the information is complex, it should be broken into units which are clearly signaled to the patient e.g. “there are tree things you need to know”.

5-    Using tools: where the information is complex, presenting models or doing a diagrams and sometimes use of technical aids, can be very helpful.

II-            Feedback

Feedback is necessary to tell the sender and receiver that the message was understood. Feedback means changing of roles, so the sender will be the receiver and vice versa.

·         If the feedback is from the doctor (e.g. when the doctor explains diagnosis to patient after gathering information) he should give clear, specific and direct feedback in order to reduce uncertainty, solve problems, build trust, strengthen relationships & improve work quality. Feedback should be immediate in the same session. The doctor should be descriptive rather than evaluative, dealt with facts instead of opinions.

·         If the feedback is from the patient (e.g. the patient is invited to repeat the instructions to ensure his understanding), it is obtained through asking him open questions and also through observing non-verbal signs that indicate patient’s understanding.

·         The importance of feedback from the patient is:

                         - to ensure his understanding.

                         - to clarify difficult points.

                         - to gain the satisfaction of the patient.

III-           Closing the interview is better achieved by doctors, ask if patient has questions, prioritize and summarize points of importance raised during the consultation. This is important to ensure that there is a shared understanding of patient’s needs and that both are prepared to work together. Clarify follow-up oe contact arrangements, acknowledge patient and close the interview.