|
Building relationship
Developing
rapport
 |
Acceptance:
acknowledges patient's views and feelings; accepts legitimacy, is not
judgmental |
|
Empathy:
communicates
understanding and appreciation of the patient’s feelings or predicament
|
|
Support:
expresses concern, understanding, willingness to help; acknowledges coping
efforts and appropriate self care; offers partnership |
|
Sensitivity:
deals sensitively with embarrassing and disturbing
topics and physical pain, including when associated with physical examination |
Non-verbal
behaviour
|
Non-verbal
behaviour:
demonstrates appropriate non–verbal behaviour e.g. eye contact, posture &
position, movement, facial expression, use of voice |
|
Use of notes:
if reads, writes notes or uses computer, does in a manner that does not
interfere with dialogue or rapport |
|
Picks up patient’s
non–verbal cues:
body language, speech,
facial expression, affect; checks them out and acknowledges as appropriate
|
Involving
the patient
|
Sharing of
thoughts:
shares thinking with patient to encourage patient’s involvement (e.g. “What
I’m thinking now is.......”) |
|
Provides rationale:
explains rationale for questions or parts of physical examination that could
appear to be non-sequiturs
|
|
Examination:
during physical examination, explains process, asks permission |
|
