Experience Summary

A consultation with a patient that has not been attending appointments for annual reviews, and has missed several previously.

Learning outcomes

• Underpinning communication skills for assessing, planning, providing and managing best practice, evidence-based nursing care

  • Actively listen, recognise and respond to verbal and non-verbal cues
  • Use prompts and positive verbal and non-verbal reinforcement
  • Use appropriate non-verbal communication including touch, eye contact and personal space
  • Make appropriate use of open and closed questioning
  • Use caring conversation techniques
  • Check understanding and use clarification techniques
  • Be aware of own unconscious bias in communication encounters
  • Write accurate, clear, legible records and documentation
  • Confidently and clearly present and share verbal and written reports with individuals and groups
  • Analyse and clearly record and share digital information and data
  • Provide clear verbal, digital or written information and instructions when delegating or handing over responsibility for care

• Evidence-based, best practice approaches to communication for supporting people of all ages, their families and carers in preventing ill health and in managing their care

  • Share information and check understanding about the causes, implications and treatment of a range of common health conditions including anxiety, depression, memory loss, diabetes, dementia, respiratory disease, cardiac disease, neurological disease, cancer, skin problems, immune deficiencies, psychosis, stroke and arthritis.
  • Assess motivation and capacity for behaviour change and clearly explain cause and effect relationships related to common health risk behaviours including smoking, obesity, sexual practice, alcohol and substance use
  • Engage in difficult conversations, including breaking bad news and support people who are feeling emotionally or physically vulnerable or in distress, conveying compassion and sensitivity

• Evidence-based, best practice communication skills and approaches for providing therapeutic interventions

  • Motivational interview techniques
  • Solution focused therapies
  • Reminiscence therapies
  • Talking therapies
  • De-escalation strategies and techniques
  • Cognitive behavioural therapy techniques
  • Play therapy
  • Distraction and diversion strategies
  • Positive behaviour support approaches

• Evidence-based, best practice communication skills and approaches for working with people in professional teams

Further Discussion

• What support available for you and the patient?
• Duty doctor involvement.
• Is the patient at risk to themselves or others?
• Do you have to continue with a consultation if not comfortable to do so? 
• Do you cease annual review?
• Other services available.
• Keeping yourself safe during consultation. Where to stand, clear exits.
• Communication skills.
• Confidentiality, when to action.