Experience Summary

In this 360-degree video, watch as a patient walks into the GP surgery with friend complaining of chest pains.

This resource has been developed to demonstrate communication skills used in an emergency situation, and stimulate discussion regarding the assessment and management of anonymous patients in an emergency situation.

Learning outcomes

Observe the 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
  

Utilise 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.

Utilise evidence-based, best practice communication skills and approaches for providing therapeutic interventions.

Utilise evidence-based, best practice communication skills and approaches for working with people in professional teams.

Use unambiguous, constructive feedback about strengths and weaknesses and potential for improvement.

Demonstrate effective person and team management through the use of a calm presence when dealing with conflict.

Further Discussion

Consider the following points when discussing this video - do this either alone or part of a group:

• Discussion on patients who present in an emergency.
• How to manage a patient in which you do not know their history or medical history.
• How to manage a patient when you are unaware of their identity
• Consider causes of possible cardiac or respiratory arrest in this patient.
• Consider how to manage a patient that presents to the surgery who is not a patient at the surgery.
• Consider what difference it would make if there was a respect form or advance care plan in place.
• Consider what happens to your scheduled clinic patients when a patient presents in an emergency.

External Resources

• Resuscitation Council UK