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Objectives:: Surgery Communications Primer Page 1 of 17
Objectives:: Surgery Communications Primer Page 1 of 17
Objectives:
1. Medical students will understand the importance of developing clear and concise
communications skills.
3. Students will understand the core elements of oral and written communications
with colleagues, and the importance of tailoring communications to the listener
and environment.
Professionalism
Competencies
Patient Safety
1
Medical Professionalism in the New Millennium: A Physician Charter. ABIM Foundation, ACP–
ASIM Foundation, and European Federation of Internal Medicine. Ann Intern Med. 2002;136:243-
246.
2
Ref UNC Professionalism docs, again show place of communications.
3
http://www.acgme.org/outcome/comp/compCPRL.asp
4
Kohn LT, Corrigan JM, Donaldson MS, eds. To err is human: building a safer health system.
Washington, D.C.: National Academy Press, 2000.
Medicolegal protection
Billing
All billing services depend upon coding from written documentation in medical records.
Institutions or individuals coding and billing for more than is appropriately documented
in the medical record may be charged with fraud irrespective of the level of care actually
provided. “If it is not in the chart you did not do it.”
Compliance
Hospital contracts depend on record keeping and compliance with mandated standards.
5
The Joint Commission. Sentinel events statistics—June 30, 2006.
http://www.jointcommission.org/SentinelEvent/Statistics/.
6
Greenberg C, Regenbogen S, Studdert D, et al. Patterns of communication breakdowns resulting
in injury to surgical patients. J Am Coll Surg. 2007;204(4):533-40.
According to the Bayer Institute for Health Care Communication, a clinician’s role in
communicating effectively with patients can be broken down into a process that includes
the following communication tasks: engagement, empathy, education and enlistment.
Engagement
introduce yourself
do not grill the patient
Remember the expression, "You don’t get a second chance to make a first impression."
Be cognizant that both your actions and your words express your interest in the patient as
well as the medical problems they bring to the table.
The outcomes of successful engagement are rewarding. For example, the quantity and
quality of the diagnostic information available will improve. The groundwork for a
successful relationship will have been laid. Additionally, the patient will have a sense of
partnership with the clinician, which will facilitate adherence to a treatment regimen.
Empathy
7
Mock KD. http://www.physiciansnews.com/law/201.html
To effectively hear a patient, invite him or her to share thoughts and feelings and then
affirm them by using the patient’s own words. Hearing also means allowing the patient to
correct your understanding of what was said to ensure agreement.
Acceptance requires acknowledging the patient’s thoughts and feeling while reserving
judgment. It also allows for self-disclosure, when appropriate. Don’t tell your life story,
but do share anecdotes that will facilitate the clinician-patient bond. Keep in mind that by
encouraging "windows of opportunity" through the use of open-ended questions, you will
be better prepared to address the psychological and social, as well as medical, needs of
the patient.
Education
Education has taken place when the cognitive, behavioral, and effective needs of the
patient are addressed. Research shows that clinicians overestimate the time spent in the
education of their patients by nine times! In reality, approximately one minute is actually
spent on this crucially important task. Poor education of patients is clearly a product of
poor communication skills on the part of the clinician.
To effectively communicate, first assess what the patient already knows and then ask
questions to determine what he or she might be wondering. Not all patients will be
forthcoming with questions, so be prepared to probe empathetically to discover their most
basic concerns and fears. Educating a patient involves providing increased knowledge
and understanding while at the same time, decreasing uncertainty and anxiety.
Will it hurt?
Remember that education has not taken place until the patient has learned something. Be
sure that all questions have been answered. Then ask how the patient understands, not if
the patient understands. Also, consider that health terms may have both a clinical and lay
meaning. Be clear in describing or defining terms to avoid confusion, making sure that
you and the patient are on the same page.
Successful education brings great rewards. The relationship between the patient and the
clinician is enhanced and the patient becomes part of the process. The patient will know
and understand what is happening, what to expect, and therefore, will be less anxious.
You will not bear total and sole responsibility for the implementation of the proposed
regimen and both of you will be partners in a successful treatment plan, creating a high
level of mutual satisfaction.
Enlistment
Be prepared to tailor the course of treatment to best suit the patient’s needs and
overall health
As a member of a clinical care team, your patients depend upon your ability to
communicate effectively and honestly.
One way to commit to a common structure is to use “signposts” in your narrative. These
short phrases, when spoken aloud, reorient and refocus the listener. In the real world, a
speaker may say, “so in conclusion…” In anatomy lecture the professor may say “pay
careful attention to this next point…” In clinical medicine we orient the listener with
statements like “on physical exam…” or “so in summary…”
O: In delivering objective data, including vital signs and physical exam findings,
editorializing is distracting and assessments are
premature. Fabrication is a sin. Your team will be
listening for things in a certain format. If you said BP
is “120 over 60”, they are hearing you, if you say
“diastolic pressure was a little low at 80 and systolic
pressure was 120” you have made everyone wonder
why you think 80 is low and if you drive on the wrong
side of the road. While they were imagining you
driving they might not have actually processed the
information you were sending. So follow the
conventions and do not editorialize here.
Most medical communications occur when two physicians are passing like trains in the
night. The receptivity of the listener is affected by his or her ongoing activities and
agendas, including beepers going off and patients waiting. So, it is imperative that the
person initiating the communications secures the attention of the listener and delivers the
information efficiently.
Having your thoughts organized is part of the challenge. Sign out lists with written
annotations will ensure the transfer of information is complete and will serve to remind
the listener of the details of the conversation. Engaging in two-way conversation and
Sometimes you will be called upon to present a patient you have evaluated to a
supervising physician. Maybe you are the first one to see a patient with abdominal pain
in the emergency room. You will collect the history from the patient, perform your
physical exam, perhaps review studies and then develop an assessment and plan. Then
you will call your senior colleague to report on the consultation. Consider these two
presentations of the same patient:
OR
The second presentation is much better. Sure, it is better organized and flows more
easily. It sounds like a story because it is chronological and filtered. Most importantly,
the presenter has taken a stand in saying “acute appendicitis” up front, so the listener can
judge each of the following statements as supporting or refuting the proposed diagnosis.
This is much preferred to the ‘mystery-novel’ approach where the presenter provides
every bit of information and hopes the listener will come to the same conclusion. Notice
the first presenter did not have an assessment and plan as part of the presentation but the
second presenter did. As one matures in clinical medicine, one development scale
describes the transitions from data reporter (R) to data interpreter (I), and later to a
manager (M) and educator (E).8 The first presenter is a reporter, whereas the second is at
least an interpreter on the RIME scale. Given the excellent presentation and decision
making demonstrated, this learner may get to prove whether or not he or she is a manager
in the operation.
There are other standards of healthcare communications that must be understood and
followed. Maintaining patient privacy is a responsibility our profession demands. Be
discreet in sharing private health information with other team members in the public
areas of the hospital. Never share patient information with non-caregivers. Never look at
healthcare records of patients with whom you are not involved.
8
Pangaro L. A new vocabulary and other innovations for improving descriptive in-training
evaluations. Acad Med. 1999;74:1203–7.
A. Complete H/P – In certain new patient evaluations, such as when you are on
Internal Medicine or Family Practice, you will be expected to cast a wide net
during history taking and examination to create a complete problem list for the
patient. When presenting overnight admission to the Chief of Medicine during
morning report, this is the level of preparedness to bring to the table.
The justification for the focused H/P is time and efficiency. Some surgical
diagnoses, such as a ruptured aneurysm, will not wait for a full review of systems.
Likewise, follow-up interactions in clinic or on the hospital wards do not require
retracing previously covered ground. If a clinic has a defined time allocated and a
certain number of patients scheduled, set your pace for each patient encounter
with the team goals in mind. Ask your attending or resident how long you have
before you enter a room.
C. AM Rounds – In your
Surgery clerkship, morning
rounds are considered work
rounds. The team goal is to
see all the patients before the
start of scheduled OR cases
or clinics. As a member of
the team, if your patient
presentations are efficient
and trustworthy, and you find
ways to contribute to this
effort, you will earn the trust and appreciation of your teammates. If you spend
the entire rotation struggling to understand, resisting the accepted format for
presenting, or putting your personal needs ahead of collective needs, you will feel
as an outsider.
So pre-round on your patients, have the data organized, and deliver in a clear
SOAP note. Help out by offering to dress a wound or look up a lab value. Save
your questions for times when the clock is not ticking.
D. PM Rounds - In your Surgery clerkship, these are considered follow-up work and
teaching rounds. Most other specialties meet once per day, but surgeons
traditionally meet twice to discuss interval issues of care (follow-up of tests and
imaging) and for teaching purposes.
The written medical record has always been seen by providers as a place for
concise documentation of the flow of patient care and medical decisions. Over
recent years, this record has been increasingly called upon to serve as a chronicle
of billable activity and compliance, and the template for medico-legal scrutiny.
Unfortunately, the clarity of patient care documentation is sometimes affected
adversely by efforts to use the medical record for parallel purposes.
A. History and Physical Exam – The major sections of a written surgical H/P follow
the standard form taught in your Physical Diagnosis class, and should be included
explicitly. The elements in the history must include the chief complaint (CC),
history of present illness (HPI), medical history, surgical history, medications,
allergies, social history, family history and review of systems. The physical
examination includes General, HEENT, Neck, Lungs, Heart, Abdomen,
Extremities and Neuro. The pertinent positives and negatives should be
documented under each section.
Abbreviations and jargon are sometimes helpful, but are distracting if overused.
Many clinicians would prefer use of a qualifier “normal” over rewriting the
specific comment “no clubbing, cyanosis or edema” every day over a 2-week
admission for bowel obstruction. When you think about it, is clubbing really
associated in any way with the patient’s active medical issue? Perhaps “normal”
carries more information in fewer words.
On the other hand, excessive wordiness in a written H/P is even more distracting
than excessive abbreviation. The HPI should read as a concise, chronological
narrative, whereas the rest of the document should use bullet points and lists
liberally in reflecting the medical history, medications, surgical procedures, and
assessments and plans.
S: Briefly describe the interval issues subjectively since the last note.
O: Tmax, T current, BP, HR, RR
24 hr ins/outs, last shift I/Os
Include drain output
Physical exam findings
Gen
Lungs
Cor
Abd
Ext
Neuro
A/P: Organized by systems for complex cases
E. Orders – A set of new orders is usually required whenever a patient changes from
one level of care to another. This can mean moving from the OR to the recovery
room, or from the hospital floor to the ICU. Electronic order systems have
diminished some of this requirement, as orders can be reviewed/validated and not
re-written in some settings, but students still need to have a system for writing
orders so that important items are not forgotten or overlooked.
Patient Name__________________________________Date________
Develop a system and practice. There are no substitutions for this prescription.
What pressures negatively affect your ability to communicate with your patients? What
can you do to work through them?
What are some specific techniques you can use to ensure that patients have understood
what you have shared with them?
After processing the information delivered, what questions will the usual patient have
about having cancer? Can you empathize with this patient and list the likely questions
you would want to have answered? As the physician, are you prepared to answer them?
If you feel this patient’s care is outside of your expertise, and you want to make a referral
to a GYN oncologist, is it important to call? What value might there be in verbally
communicating to a specialist?
If you have made the referral verbally, is it important to write a referral note/summary?
Could you write a brief referral note to a specialist clearly defining the patient’s needs
and social issues? How much should you include?
A week later a lab worker calls to say the biopsy reported was that of another patient.
The biopsy of your patient was misplaced.
What would you tell her? Imagine her response. How would you assure her
understanding of the change in your advice, accommodate her reaction, and guarantee
appropriate care is delivered from here?
How would you amend the patient’s medical record and document the discussion?
When mistakes occur, how do effective communications and a personal relationship with
your patients decrease the chance of litigation?
If your patient suffered a systems error, is it your responsibility to investigate the system
that failed her? How would you gather information about this case?
Would you discuss this case at your departmental Morbidity and Mortality conference?
How would you present the case?
Legal deposition
As a treating physician, how does a carefully written medical help you in this setting?