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Meeting and Greeting Patients

Session 1 of the Nihon University Clinical Skills in English Workshop
by

Daniel Salcedo

on 17 May 2013

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Transcript of Meeting and Greeting Patients

Are you saying you don't
have an
appointment? So,
what's
your
problem? Karen
Miller Quiz Time A) Karen is an aggressive psychiatric patient
B) Karen is a demanding problematic patient
C) Karen is selfish and does not appreciate the clinic's staff effort to help her
D) Karen is a normal person who was not treated properly by the clinic's staff And the correct answer is... "A practical guide for creating good first impressions" Clinical Skills Workshop Session 1
"Meeting and Greeting Patients" A 22-year-old woman with lower abdominal pain Which doctor would you prefer? Before you meet your patient... Which office looks more professional? Prepare! Personal appearance
Work area
Check the patients' name and basic information
And... Smile! It's free medicine! Let's meet our patient! "The art and science of introductions" Why is this so important? The introduction will affect the patients impression of the doctor for the entire interview

The beginning of the the interview is the most stressful moment for the patient

A first bad impression is never forgotten

Facilitates the rapport building process First Contact Entering the room
3 slow strong knocks
Open the door slightly
Ask for permission "May I come in?" Receiving your patient
Stand up
Help your patient
Invite them to sit "Please have a seat" Where to stand or sit? Consider the following:

Neck range of motion
Patient and doctor height
Physical barriers
Light sources
Other people Posture and facial expression Introductions Greeting Patient
Identification Self
Introduction Handshake Is this appropriate? Yo! Greeting Patients Hello
Good morning
Good afternoon
Good evening Waassup! Good afternoon??? Are
you
OK? If you patient is in distress... Show concern first! IMPORTANT! Anatomy of an English Name John Francis Peters First
name Middle
name
(Optional) Last
(Family)
name
Surname Name Etiquette Identification: John Peters
Formal: Mr. (Ms.) Peters
Casual: John
Children: John The Big No-No's Mr. John
Peters
Old guy
Wrong name
Wrong gender (Mr.-Ms.) Patient Name Confirmation "Are you Mr. John Peters?" Difficult Names Dmitrii Krzyzewski Doctor: Excuse me, could you please tell me your name?
Patient: I am dimitri shah-SHEF-skee
Doctor: Thank you Mr. Krzyzewski DON'T PANIC! Self Introduction Steps The patient must clearly understand...

Your name: "I am doctor Roberts"
Your job: "I am a physician at this clinic"
Your role: "I will be taking care of you today"
Consent: "Is that OK?" I am Hillary Miller
I am a 5th year medical student and
I will be asking you some questions and examining you today
Is that OK? It's Your Turn! Introduce yourself to
the people next to you Nice to meet you! Patients with Special Needs The Angry The Sad The Quiet Many patients are in a very fragile emotional state
Doctors must always identify and support their patients
Here are some common situations... Understand
Acknowledge
Support "I understand you are feeling very upset" "Waiting such a long time to see a doctor when
you are feeling sick must be very difficult" "I would really like to help you feel better now,
would that be OK?" Understand
Acknowledge
Support Understand
Acknowledge
Support "You seem very sad" This must be a difficult time for you Is there any way I help you feel better now? Tip:
Sometimes a little silence can be very helpful I can see it is difficult for you to talk right now "Some topics are difficult to discuss, but please remember anything you say to me
is completely confidential" Is there anything you would like to tell me? Tip:
Patients may take several visits to openly discuss sensitive topics, don't rush things. Practice
Time Learning Goals Identifying factors that can cause a negative impression on patients
Identifying positive qualities that patients like to see in their doctors
Greeting patients in a professional and empathetic way
Managing patients with special needs Professional Competencies 1) Professionalism in patient care
2) Interpersonal communication and empathy
Full transcript