"A Hole in the Heart"

Videotape provided by the Bayer Institute for Health Care Communication, Used with Permission

As you watch this vignette of a first year resident interviewing a mother and her four week old baby, consider what effect the residents's communication style might have on the following:

Finding the Correct Diagnosis
The Mother's Adherence with Diagnostic and Treatment Measures
The Mother's Satisfaction with the Care She's Receiving
The Physician's Satisfaction with the Care Being Delivered
The Potential for Malpractice Litigation

Why do communication and interviewing skills effect each of these areas?

What would you do given this situation?

Use the Video Evaluation Checklist to evaluate this resident physician.

Video Evaluation Checklist

Process Puts the patient at ease + -

Encourages with silence, verbal/non-verbal cues + -

Focuses by paraphrasing what patient says + -

Focuses by summarizing what patient says + -

Verbal Appropriate use of silence + -

Allows patient time to talk/respond + -

Avoids multi-part questions + -

Speaks clearly, avoids jargon + -

Gives clear explanations + -

Asks for clarification from patient + -

Non-Verbal Maintains appropriate eye contact + -

Arranges self and patient appropriately + -

Avoids nervous behaviors + -

Core Qualities Expresses empathy for patient + -

Educates the patient about diagnosis or therapy + -

Enlists the patient's cooperation with plan + -

TOTALS

Video Evaluation Checklist
Process	Puts the patient at ease	+	-
	Encourages with silence, verbal/non-verbal cues	+	-
	Focuses by paraphrasing what patient says	+	-
	Focuses by summarizing what patient says	+	-
Verbal	Appropriate use of silence	+	-
	Allows patient time to talk/respond	+	-
	Avoids multi-part questions	+	-
	Speaks clearly, avoids jargon	+	-
	Gives clear explanations	+	-
	Asks for clarification from patient	+	-
Non-Verbal	Maintains appropriate eye contact	+	-
	Arranges self and patient appropriately	+	-
	Avoids nervous behaviors	+	-
Core Qualities	Expresses empathy for patient	+	-
	Educates the patient about diagnosis or therapy	+	-
	Enlists the patient's cooperation with plan	+	-
TOTALS

Created: August 1, 1996 Modified: September 18, 1996 Version: Copyright 1996 by the University of Florida Author: Richard Rathe, MD / rrathe@dean.med.ufl.edu Location: http://medinfo.ufl.edu/year1/bcs/comm/vig1.html