Special Challenges in Medical Communication
During consultations, doctors often have to deal with challenging situations. They can be caused by characteristics of the patients, the content, the communication channel or any combination of these. When patients are challenging, clearly structuring the
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Special Challenges in Medical Communication
Contents 5.1
General Strategies for Challenging Situations ........................................................... 106
5.2
Challenging Patients ..................................................................................................... 5.2.1 Silent Patients.................................................................................................... 5.2.2 Talkative Patients .............................................................................................. 5.2.3 Confused Patients.............................................................................................. 5.2.4 Patients with Altered States .............................................................................. 5.2.5 Emotional or Crying Patients ............................................................................ 5.2.6 Angry Patients ................................................................................................... 5.2.7 Aggressive Patients ........................................................................................... 5.2.8 Older Patients .................................................................................................... 5.2.9 Patients with Impaired Hearing......................................................................... 5.2.10 Patients with Impaired Vision ........................................................................... 5.2.11 Patients with Developmental Delays or Limited Intelligence........................... 5.2.12 Children and Their Parents ............................................................................... 5.2.13 Patients in the Presence of Family, Relatives and Friends ................................ 5.2.14 Patients with Personal Problems .......................................................................
107 107 108 108 108 109 109 110 110 110 111 111 112 112 113
5.3
Challenging Content ..................................................................................................... 5.3.1 Expressing Emotions and Pain.......................................................................... 5.3.2 Bad News .......................................................................................................... 5.3.3 Sensitive and Taboo Topics ...............................................................................
113 114 115 118
5.4
Challenging Communication Channels ...................................................................... 125 5.4.1 Telephone Consultations ................................................................................... 125 5.4.2 Communicating with the Help of an Interpreter ............................................... 126
5.5
Conflicts in Medical Communication .......................................................................... 127 5.5.1 Conflicts at the Content Level ........................................................................... 128 5.5.2 Conflicts at a Higher Level of Communication ..........
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