- Communication is appropriate to the person and the sociocultural context
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- Considers and discusses the patient’s socio-cultural context as part of the consultation
- Considers the occupational aspects of the problem
- Adapts communication style as appropriate for the patient
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- Engages the patient to gather information about their symptoms, ideas, concerns, expectations of health care and the full impact of their illness experience on their lives
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- Considers and discusses the impact of the presentation on the patient’s function
- Shows empathy and respect throughout
- Responds to verbal cues from the patient or their family
- Responds to non-verbal cues – this can be verbal (commenting that a patient may seem upset), or active (a change in posture, offering the patient a tissue)
- Explores presenting problem from the patient’s perspective
- Shows a genuine curiosity to find out what the patient really thinks
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- Matches modality of communication to patient needs, health literacy and context
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- Adapts language to match the patient’s level of understanding.
- Uses concise, easily understood language, avoids or explains jargon
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- Communicates effectively in routine and difficult situations
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- Uses silence effectively
- Appropriate balance of closed and open questions
- Breaks bad news sensitively
- Has a framework for delivering bad news, such as the SPIKES model
- Deescalates the situation when a patient is angry or agitated
- Sensitively discusses prognosis and end-of-life decisions
- Sensitively manages patients experiencing current or consequences of trauma
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- Demonstrates active listening skills
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- Listens attentively to the patient’s opening statement, without interrupting or directing patient’s response
- Listens attentively, allowing patient to complete statements without interruption and leaving space for patient to think before answering or go on after pausing
- Confirms list and screens for further problems (eg “so that’s headaches and tiredness; anything else……?”)
- Uses open and closed questioning technique, appropriately moving from open to closed
- Clarifies patient’s statements that are unclear or need amplification (eg “Could you explain what you mean by light headed")
- Periodically summarises to verify own understanding of what the patient
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- Uses a variety of communication techniques and materials (eg written or electronic) to adapt explanations to the needs of the patient
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- The patient’s problem is explained in such a way that they can easily understand
- The explanation is relevant, understandable and appropriate
- Checks patient’s understanding of information given, or plans made
- Uses a variety of explanation techniques including images and patient handouts
- The patient’s health beliefs are taken into consideration or referenced during the explanation of the problem
- Gives explanation at appropriate times: avoids giving advice, information or reassurance prematurely
- Chunks and checks: gives information in manageable chunks, checks for understanding
- Uses patient’s response as a guide to how to proceed
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- Uses appropriate strategies to motivate and assist patients in maintaining health behaviours
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- Adapts the consultation to facilitate optimal patient care
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- Flexible in approach both with regards to what is covered in the consultation and with timing
- Accommodates the patient’s needs, including having family or other support in the consultation
- Takes the time to let the patient tell their story
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- Consults effectively in a focused manner within the time frame of a normal consultation
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- Keeps the consultation focused with a clear structure
- Prioritises when the patient presents with multiple issues
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- Prioritises problems, attending to both the patient’s and the doctor’s agendas
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- Negotiates the agenda for the consultation with the patient
- Takes account of the patient’s expectations
- Takes account of the patient’s medical needs
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- Safety-netting and specific follow-up arrangements are made
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- Clear follow up guidance is given to patients routinely
- Education is provided to patients on when to seek guidance for symptom deterioration
- Clear guidance is given to patients on how to access appropriate medical care
- Barriers to addressing care are addressed
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Aboriginal and Torres Strait Islander health context
- Uses a range of methods to facilitate culturally safe communication with Aboriginal and Torres Strait Islander peoples
- Integrates cultural perspectives on, and beliefs about, the health and wellbeing of Aboriginal and Torres Strait Islander peoples into holistic clinical practice
- Appraises and addresses barriers to development of effective therapeutic relationships with Aboriginal and Torres Strait Islander peoples
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Rural health context
- Develops, maintains and reviews effective communication strategies for communicating with patients and other health professionals who are located remotely
- Adapts communication to accommodate situations common in rural and remote areas, and maintains effective communication infrastructure relevant to the practice setting
- Identifies appropriate modes of communication in the practice and the community
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