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virtual video visits or tele medicine
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have become much more common due to the
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covid pandemic this has led to many
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asking is it possible to have patient-
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centered care during a virtual video
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visit in this introductory module
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developed by The Institute for healthc
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care communication you will learn that
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effective communication skills are even
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more critical for successful patient
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Encounters in Virtual formats
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I'm Dr Michael Marx orthopedic surgeon
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and senior consultant since 2006 with
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the institute for healthcare
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Communications and it is my pleasure to
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be presenting this webinar with my
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colleague on why communication skills
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are important during virtual video
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visits hello I'm Dr Donna Phillips
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orthopedic surgeon and senior consultant
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for the institute for healthc care
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communication since 2005 in this webinar
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we will introduce you to the importance
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of communication skills in your patient
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interactions the specific skills will be
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taught in the modules that follow this
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webinar what is the benefit to us as
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surgeons and clinicians to learn and
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improve communication skills many of you
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may have had basic communication
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training yet these skills are seldom
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reinforced after graduation now in our
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virtual environment connection is
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achieved primarily through verbal
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communication it's time to refresh our
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skills most clinicians gain satisfaction
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from caring for patients and value the
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connections they establish studies show
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that good communication decreases
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burnout in clinicians and improves
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clinician
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satisfaction despite social distancing
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effective communication skills can
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preserve the connection with your
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patients patient satisfaction
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is important for both patients and
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clinicians improving your communication
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skills can also improve your patient
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experience
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scores good team communication enhances
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patient safety decreases adverse
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outcomes and improves staff satisfaction
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in fact Physicians showing empathy and
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effective communication have been shown
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to improve nurses job satisfaction
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resulting in decreased staff turnover
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and improve team
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performance patient outcomes are
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impacted by clinici patient
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communication whether face Toof face or
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virtually the next few slides will
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introduce the two premises that guide
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this work and highlight how patient
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outcomes are affected by communication
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there are two premises that guide this
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work First Communication matters
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regardless of your specialty
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as we have pointed out it matters for
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clinician satisfaction patient
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satisfaction and patient outcomes
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patients spend 95% of their time with
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you during virtual video visits
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Therefore your communication skills
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really
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matter as mentioned there are a number
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of outcomes that are improved through
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effective communication skills in the
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next few minutes we will talk about
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patient
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satisfaction diagnostic
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accuracy
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adherence patient safety and finally
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malpractice risk according to prescy a
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firm that has measured patient
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satisfaction since 1985 a large
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percentage of variance in patient
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satisfaction scores actually up to 70%
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is explained by how you as the clinician
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interact with your patients
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specifically patients notice if you're
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attentive or appear interested whether
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you take their problems seriously and if
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you demonstrate concern in addition the
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variance and satisfaction scores relates
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to how you share information and whether
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it's shared in clear understandable
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terms this applies to your virtual video
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visits as well as inperson visits both
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require you to avoid distractions and
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focus solely on your
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patient treating the patient with
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respect is a key factor for patient
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satisfaction as shown by a 2013 study of
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cap scores across all
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Specialties the way we communicate with
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our patients can have a significant
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impact on diagnostic accuracy you know
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from your training that if you listen to
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your patient they will tell you the
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diagnosis yet clinicians interrupt
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patients for a myriad of reasons study
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over three decades show that patients
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are interrupted within seconds of
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beginning their story in face-to-face
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visits this is common and in Virtual
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visits it is even more likely due to a
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lack of visual cues and a lag time
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between speaking and
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transmission when you interrupt your
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patient you send the signal that your
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patient story is unimportant to put
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these times into perspective recall that
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the average red
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is only about 20 to 30 seconds this
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slide shows the results of a 2013
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medication adherent study where
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participants identified multiple reasons
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for not taking their medication as
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recommended a common frustration for
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clinicians is
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nonadherence most of the reasons for
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non-adherence identified here can be
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mitigated by good communication forming
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a partnership with your patient and
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assessing their understanding and
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willingness to follow the plan this does
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not take longer during your visit in
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fact it's been shown to save time and
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improve outcomes communication matters
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for patient safety the breakdown of
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communication between our health care
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teams and team members has been found to
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be one of the greatest contributors to
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Sera safety events the use of clear
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complete and effective communication
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decreases the incidence of Adverse
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Events communication skills matter for
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preventing malpractice claims when there
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are communication failures between
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clinician and patient the risk of
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malpractice claims
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increases Beckman and Frankle analyzed
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depositions in malpractice suits and
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found that communication breakdowns
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between clinician and patient to be the
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primary reason for the lawsuit in 71% of
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cases they identified three themes
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patients felt deserted by their doctor
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they felt devalued or they felt
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information was delivered
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poorly you can imagine that if this
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occurs during in-person visits that it
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may be even more common when you're
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interacting on a virtual
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platform in a digital environment it is
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essential that you're a good listener
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answer all your patients questions and
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concerns maintain a warm vocal tone and
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show respect the second premise is that
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communication is a procedure that can be
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taught learned and improved we know that
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communication is an essential clinical
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skill set not an add-on social skill
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personality trait or bedside manner it
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is a series of learn
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skills we also know that experience
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alone can be a poor teacher
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patient interviews are the most common
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procedure in your career in fact most
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clinicians will probably have more than
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60,000 interactions during virtual video
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visits the history becomes the majority
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of the visit taking a full history
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showing empathy educating the patient
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and forming a partnership are essential
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skills in 2013 levenson conducted a
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systematic review of surgeon patient
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communication and noted effective
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listening and addressing patients
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emotions and concerns can be taught just
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like any other procedure in the four
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modules created by the institute for
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healthc care communication you will
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learn how to improve your communication
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skills with patients during your
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in-person and virtual video visits the
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modules are based on patient centered
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care and require the use of two
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important tasks the first is the
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biomedical task which includes
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diagnosing a patient's problem and then
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resolving and treating that problem we
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refer to these tasks as find it and fix
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it these tasks are necessary yet they're
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insufficient for optimal patient care
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the second set of tasks pertain to our
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communication with patients The
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Institute for healthcare communication
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has developed a model to address
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communication task called the E4 model
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this model provides a framework for
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essential clinical communication skills
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for enhancing outcomes with your
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patients the E4 Model includes engage
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the patient so you can seek to
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understand the health issue from the
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patient's
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perspective empathize with the patient
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to demonstrate caring and
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respect educate the patient using
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appropriate language and assessing
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understanding and finally enlist the
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patient to create a partnership through
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shared decision making to improve
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adherence and patient outcomes all
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clinicians experience communication
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frustrations given the number of
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interactions we have in the course of a
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day over the past three decades The
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Institute for healthcare communication
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has conducted thousands of communication
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workshops where clinicians have shared
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many of their communication frustrations
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with us some of the frustration examples
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are
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a lack of time for addressing a patient
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with multiple
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complaints the patient that has done an
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internet search and believes Dr Google
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rather than
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you a patient who appears to be
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directing their anger at you these are
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just a few of the many frustrations and
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challenges we've heard that impact the
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quality of the interaction you may have
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experienced these frustrations and in
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fact may have others that you have faced
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while communicating with your patients
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it may be helpful to think about a
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recent pacent encounter where upon
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reflection you were aware that you had
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not developed Rapport or met the patient
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needs our goal in the four modules that
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follow this webinar is to identify and
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demonstrate communication techniques to
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reduce your frustrations and address
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your challenges to improve your
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interactions we encourage you to visit
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www.healthcare.gov
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www Karen zep.com
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ihc's educational partner to learn more
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and sign up for this CME CE accredited
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programs again thank you for your
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attention and please go to The Institute
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for healthcare Communications website to
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learn more about improving your
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communication skills while performing
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virtual video visits
