COMMunicationS STRATEGY COURSES

The Patient Interview Course

The patient interview is a hugely important part of helpline workers’ and clinical staff’s skill portfolio. This hands-on one-day course examines the emotional and intellectual activities involved and breaks them down into practical actions. From active listening to dealing positively with challenging patients, participants will develop their own communication skills and will complete the course feeling more proactive and confident about this aspect of their work.

You will cover:

The purpose of a patient interview
  • Problem orientated verses health promotion
  • Common problems and how to overcome them
  • Effective interviewing skills – the patient centred interview
  • Establishing a rapport
EMPATHETIC LISTENING
  • What is said
  • What is implied
  • What is communicated
  • Working in pairs
 BARRIERS TO UNDERSTANDING
  • Making assumptions
  • Waiting for pauses
  • Internal chatter
  • Time limitations
  • Video and feedback
TELEPHONE COMMUNICATION SKILLS
  • Recognising different communication challenges
  • Main characteristics of communication styles
  • Recognising your own communication preferences – questionnaire
  • Adjusting to other styles of communication
  • Group discussion
INTERVIEW ELEMENTS: THE LICHSTEIN MODEL
  • Bodily Location and Radiation
  • Quality
  • Quantity
  • Setting
  • Aggravating and Alleviating Factors
  • Associated Manifestations
  • Other Pertinent Aspects of a Symptom
  • Summarizing the History
  • Transitional Statements
  • Past Medical History
  • Family History
  • Social History/Patient Profile
  • Review of Systems
  • Closing the Interview
  • Experimenting with scripts – group feedback
DEALING WITH DIFFICULTIES
  • Anger
  • Anxiety
  • Denial
  • Lack of detail
  • Extreme demands
ROLEPLAY AND FEEDBACK
PERSONAL ACTION PLAN

Tillie Harris Associates Ltd
is a registered company
in England and Wales.
Company No: 09475032

+44 (0)79 8948 7107

tillie@tillieharris.com