The basic structure for communication skills remains the same. Recall the mnemonic P I CX3.
Take into considerations of following points during consultation.
Mnemonic: AARRR!
| Mnemonic | Heading | Comment |
| A | Acknowledge | 1. Acknowledge the problem 2. Acknowledge the concerns 3. Acknowledge and validate the emotions of the patient/relative |
| A | Apologize and Empathize | Apologize for the issue |
| R | Request | Engage the patient in determining the solution by requesting information |
| R | Resolve | Present the options and pay close attention to the patient’s response — both verbal and non-verbal cues. Confirm the resolution you picked up on, so all parties know the agreed upon solution. |
| R | Respect | Respect them throughout the encounter. Let them talk & don’t interrupt them Remain polite & avoid confrontations |
Close the consultation ensuring if you have managed to address his/her concerns & if he/she wants to ask anything else.
Example – Dealing with an angry patient whose surgery is postponed (Taken from Dr. Tourky notes):
Good morning Mr………, my name is Dr……….., I am the orthopedic trainee covering for my consultant.
I understand that you have come today for your knee operation. Mr.………, I am very sorry to say that but unfortunately my consultant has been called away for an emergency case and we will be unable to carry out your case today
Again, I do apologize. I can see that your knee has been really troubling you. It would have been good to be able to have it done today. I understand your frustration as I see from your notes that you were postponed once before. However surgical emergencies have to be prioritized and this is why my consultant was called away. I am really sorry for that.
Sorry, as I told you he is busy now with that emergency case and he will be unable to pickup my call.
Mr…., It is your right to choose your doctor but I am afraid that also will be time consuming as the new consultant will study your case from the start.
I am sorry but i am not authorized to do such operations without supervision.
I am sorry but I cannot give you the next available date just now. We will call you once we put in a date. But I promise I will mention your circumstances and emphasize the importance of having you listed the next possible soonest session.
I am sorry sir, but if such an emergency should rise again, it will need to be prioritized.
I can write a letter to your employer explaining the medical reason of why you will not be able to carry out your job as a post man for now and that you will need more sick-leave as your procedure has been postponed. If you want I can call him for you.
Well, there will be some wearing and tearing. However, you should remain active with non-weight bearing exercises such as swimming to keep the muscles around your knee strong. I can also refer you to a physiotherapist who will recommend some good exercises to strengthen your knee.
I can prescribe a different type of pain killer. You should stop diclofenac as it increases the risks of stomach ulcers. Again, accept my sincerest apologies.
