Communication Skills Module for OSCE

Gather salient information from material provided
Classify the problems into medical and psychosocial to deal with each separately
Anticipate the state of patient’s mind (angry/anxious/bereaved) by asking yourself “How would I feel in this situation?”
Setting:
- Leave your pager with colleague to avoid being disturbed
- Select a private, tranquil room and arrange the chairs to ensure that you are positioned in a non-defensive and approachable manner

Greetings
Provide your name and position
Ask for their name and relation to the patient
Ask for consent from the patient if you are communicating with family members
Ask the patient if they wish to be alone or accompanied (by friend, family member or nurse)
Consider giving warning shots if you are going to deliver important test results or bad news

Ask for patient’s/family member’s perspective (ICE)
Avoid medical jargons
Diagrams often help patient understanding
Explain the diagnosis/procedure and further information required
If asked about prognosis – you must not give specific information until you have the necessary results
In areas beyond your expertise – admit your incomplete knowledge and state that you will consult a senior colleague or seek advice from experts in other disciplines (multidisciplinary approach)
Body language:
- Avoid defensive positions (arms crossed and lack of eye contact)
- Demonstrate active interest (repeat the salient points communicated and seek clarifications)
- Smile unless the patient or relative is upset and tearful (in such cases provide empathy, compassion or even a tissue)
- Apologize if there has been a misunderstanding or mistake

Ask the other person to repeat back what he/she has understood
Address if any confusion, miscommunication or disagreement using “ICE” once again
Patient has right to refuse treatment
Schedule for 2nd meeting if immediate solution or compromise cannot be reached

The structural format can be remembered under the headings using mnemonic P I CX3.