There is a lot you can teach and learn today ( EBM, statistics, how to write meta-analysis). These events are carried
out in safe and controlled environments and one can master these skills.
Taking care of a patient in a real time situation is unique. There are things you can control and things you can’t.
The questions on patient management come from all directions and there is great power difference among the players( physician> patients). The factors that helps to prevent this imbalance is empathy, compassion, emotional and cultural sensitivity and advocating
for the patient ( thereby giving them more power to express). Dr. Sweeney’s experience is unfortunate but is happening every day in almost every hospital. This can only be controlled ( or stopped) if the hospital has a culture of professionalism that deals
with understanding patient experience ( both prospectively and retrospectively).
The office of patient experience plays a huge role and patients’ survey help but it needs a culture among providers
and teams of providers that work for the patient. How do you randomize this set of variables?
Self- awareness, coaching, simulation of patient experiences and bad communications, ongoing 360 degree evaluation,
in service all play a role. The only focus needs to the patient and that is all that matters. When we see a great team play we are all thrilled by their mastery. What we don’t see is how much effort was put prior to the game to take care of the unintended
consequences? That is the key differentiator.
As one of my mentors said- ‘ Our words are like arrows – once it is has left the bow you can’t have it back’. One
can never spend enough time and attention to learn good communication( both verbal and nonverbal). Not being deliberate about this critical issue allows the cycle of poor provider- patient communication to continue. Sometimes the best help to learn good communication
and service comes from other industries ( Ritz Carlton courses, Toastmasters international, Dale Carnegie etc.)
Amit
Amit K Ghosh, MD, FACP, FRCP
|Consultant, General Internal Medicine | Enterprise Director of International Patient Relations
| Distinguished Mayo Educator |Professor of Medicine -
Mayo Clinic College of Medicine and Science |
Phone-: 507-284-2117 | Fax 507-284-4959 |Mayo Clinic | 200 First Street SW | Rochester, MN 55905
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From: Evidence based health (EBH) [mailto:[log in to unmask]]
On Behalf Of Juan Gérvas
Sent: Thursday, January 19, 2017 1:12 PM
To:
[log in to unmask]
Subject: Re: clinicians expectations ( My question from the members of the list)
-no disagreement at all, Neal, with emphasis on "a research agenda with appropriate outcomes to determine whether the educational interventions make things better, worse, or have
no effect"
-un saludo juan gérvas
2017-01-19 20:07 GMT+01:00 Neal Maskrey <[log in to unmask]>:
I think you have misunderstood me. I was not suggesting that communications skills alone will address Mohammed’s question. To repeat, my suggestion was:-
>>We need a link between the consultation skills, the EBM and the risk communication arenas.
The links you posted are well known to many of us. What we don’t have is momentum to develop a spiral curricula for undergrads, postgrads in specialist training and for lifelong
learners to address the issue, and a research agenda with appropriate outcomes to determine whether the educational interventions make things better, worse, or have no effect.
Neal Maskrey
Visiting Professor of Evidence-informed decision making, Keele University
We need a link between the consultation skills, the EBM and the risk communication arenas.
