Communicate clearly and openly with your patient
Effective and ongoing communication with your patient can help manage the uncertainty that you are both experiencing, and may help in leading you to a diagnosis.
To effectively communicate with your patient where there is uncertainty:
- identify the patient’s agenda
- explain the uncertainty
- establish a safety net
- validate the patient’s concerns.
Each of these are explained in more detail below.
Identify the patient’s agenda1
Ask the patient about their thoughts and motivations related to their symptoms so that you can identify what is most important to them at that point in time. A helpful acronym coined by Pendleton1 is ‘ICE’ – ideas, concerns and expectations. Here is an example of ICE in practice, as used by General Practice Supervision Australia (GPSA):
- Ideas: ‘What do you think is going on?’
- Concerns: ‘What are you particularly worried about?’
- Expectations: ‘What were you hoping to get out of the visit today?’
Explain the uncertainty
Explain to your patient what is happening and what your thought processes are, documenting the conversations appropriately.
Where relevant, tell the patient:
- that the diagnosis is not clear at the moment
- about watchful waiting and why it may be required
- what to look out for, and under what circumstances they should return to you
- that they may need to return for a review at an agreed time
- what you want to rule out, and how you will do that
- how you will manage their symptoms in the meantime
- what they can do to manage their symptoms
- under what circumstances they should go to the hospital, and why.3,4
Establish a safety net
- Always safety net for undifferentiated presentations that have the potential for serious illness.1
- If there are a number of options available, engage in shared decision making. Consider using words like ‘we’ and ‘our’ so your patient feels like a partner in their management. For example, ‘Now that we’ve talked through the options available to us, where do you think we should go from here?’.1 · If your patient wants to have tests or treatments against medical advice, consider:
- arranging for a second opinion
- politely declining with an explanation
- seeking support from experienced colleagues or your medical defence organisation.
Validate the patient’s concerns
Make sure your patient feels listened to, that they were right to make an appointment with you to discuss their symptoms and that their concerns are validated.2 Acknowledge that:
- the symptoms are real and distressing
- medicine has limits and the uncertainty is frustrating.
Explain that:
- diseases can be difficult to diagnose in their early stages or if the disease is rare, and that it might take time to reach a definitive diagnosis
- many tests will exclude diseases, but not necessarily identify the cause of the symptoms
- some patients have significant or distressing signs and symptoms but no completely defined diagnosis (eg chronic low back pain).2
Undertake a thorough review1
- Take a comprehensive history and repeat this every time you see the patient.
- Perform an appropriate physical examination.
- Seek appropriate red flags, symptoms or signs that help identify or rule out a serious condition.
- Consider other sources of information, including previous medical investigations, specialist and other health professional assessments and hospital records.
Consider whether test results will change your management of your patient
If the results of the test will not change how your patient is managed, then do not order the test.4
Please refer to the Royal Australian College of General Practitioners (RACGP) First do no harm resources on over-testing and overdiagnosis for further information.
Manage the patient’s symptoms and provide lifestyle advice2
Offer symptom relief.
- Consider practical support to address any disability (eg home help, workplace assessment).
- Encourage evidence-based non-drug interventions (for further information, refer to the RACGP Handbook of non-drug interventions).
- Manage comorbidities.
- Encourage psychological care to address the impact of the illness and underlying issues that may exacerbate symptoms.
- Address healthy lifestyle goals and continue to undertake preventive activities (for further information, refer to the RACGP Guidelines for preventive activities in general practice [the Red Book]).
Consider referral as part of a multidisciplinary team
Because patterns can exist in different forms in different disciplines, referral as part of a multidisciplinary care team can be helpful.2
Continue to review the patient’s symptoms2
Review the patient’s symptoms at follow-up appointments. Consider different diagnoses if the symptoms get worse or change.
Because living with a severe, medically unexplained illness can be distressing, ask about the patient’s mental health.
Accept that uncertainty is inevitable1
Although uncertainty in medicine cannot be avoided, some doctors feel uncomfortable with it and want to continue to seek answers even if a definitive answer might not be possible. Because this can be stressful for both the GP and patient, a greater acceptance of the inevitable lack of certainty in general practice can be beneficial.
Reason analytically1
Consider a more deliberate, analytical way of reasoning when presented with an ambiguous presentation. Some examples include:
- restricted rule-out (Murtagh’s process)
- clinical prediction rules
- diagnostic pause
- gut feelings
- test of time (mindful observation and waiting).
For further information, please refer to the GPSA resource, Managing medically unexplained symptoms in general practice.
Use evidence-based resources1
In addition to your own clinical expertise and the patient’s wishes, wherever possible include up-to-date systematic reviews and clinical guidelines in your decision-making process.