Experience Summary

In this 360-degree video, observe a consultation with a patient that has not been attending appointments for annual reviews, and has missed several previously.

Learning outcomes

1. 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.

2. 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.

3. 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, and when to action.