TALKING WITH PATIENTS

People visit doctors for many reasons. Sometimes it is because something unexpected and catastrophic has happened to them, but usually it is because of an ongoing problem, a relatively minor complaint or because something 'isn't right'. Before coming to the doctor they may have spoken to family or friends, tried remedies suggested by them, spoken to other health professionals, e.g. pharmacists, or complementary practitioners, or may have found information on the internet and brought this with them. Their decision to go to a doctor may only have been made after these attempts to explain or heal their illness or problem have been unsuccessful. By the time they have reached a doctor most patients have formed some idea of what might be wrong with them and will have worries or concerns that they need to talk about.
The general practitioner (GP) or family doctor is usually the first point of contact. Even a straightforward visit can be a big event for patients. They have to decide to go, usually make an appointment, work out what they are going to say and may have to arrange time off work or for child care. They then have to sit in a waiting room. This is an almost universal human experience; think about how it affected you the last time you had to do this. Things can become even more perplexing if the visit is to a hospital outpatient department or part of a hospital admission when their anxiety and apprehension can get worse as this is where 'serious' things happen. Whatever the cause, patients are seeking explanation and meaning for their symptoms. Whatever the setting, the doctor needs to try to work out why patients are there, what they are most concerned about and to agree with them the best course of action. The first and major part of that is talking with the patient (Table 1.1). If you listen carefully they will probably tell you what is wrong with them, will certainly tell you what is concerning them, and the physical examination will help you to confirm this or not. Communication is integral to the clinical examination and is most important at the beginning to gather information, and at the end to share information and engage your patients in their management. Effective communication skills positively influence health outcomes::
-Active listening helps the doctor recognize what is wrong
-Patient satisfaction is improved if patients understand what is wrong and what they can do to help
-When a doctor and patient agree on mutual goals health outcomes are improved
-Positive support and empathy improve health outcomes and enhance the relationship between the doctor and the patient
-Medicine taking is improved by clear information about what a medicine is meant to do