Page 111 - HA Convention 2015

Service Priorities and Programmes Free Papers

SPP2.1 Staff Empowerment 13:15 Room 221

People-centred Care through Better Doctor-patient Communication: A Multipartite Training Model Monday, 18 May
Dai D 1, Wan D 2, Chow KM 1, Choo KL1, Wang J 1, Leung P 1, Chan S 1, Fung K1
1New Territories East Cluster, 2Head Office, Hospital Authority, Hong Kong

Introduction

Miscommunication between patients and medical practitioners is often the main cause of complaints and conflicts in modern
healthcare settings. Vulnerable points for miscommunication can occur shortly after admission, change of condition and in
the pre-discharge period, which are perceived by patients and their families as crises. To sharpen the communication skills
of junior doctors, the Patient Relations and Engagement Division of New Territories East Cluster (NTEC) has collaborated with
the Training and Development Team of the Hospital Authority Head Office (HAHO) and the NTEC Human Resources Division
to tailor make a Practical Medical Communication Skills (PMCS) workshop for doctors who are in their first five to six years of
service.

Objectives

(1) To equip frontline junior doctors with effective and practical communication skills; and (2) to foster a positive and proactive
culture in patient communication.

Methodology

The PMCS workshop is a two-hour communication training workshop. With reference to the training materials of “Better
Patient Communication” from HAHO’s Training and Development Team, a more concise and practical training course has
been designed. To ensure more junior doctors are equipped with the necessary skills, heads of clinical departments in the
cluster are invited to nominate participants and release them from clinical duties. The doctors are required to apply the skills
they have acquired to the four role play scenarios sourced from real complaint cases. Professor and senior doctors are
present as facilitators to share smart communication tips on diffusing difficult situations.

Results

Three PMCS workshops were conducted in Prince of Wales Hospital and North District Hospital in September 2014 with 61
participants (85% attendance). The feedback received was positive and encouraging. 92% of the attendants agreed that they
had a better understanding on the rules of thumb in patient communication; 94% found the workshops practical for use in
workplace and 92% opined that the facilitators had enhanced their skills in patient communication. Some participants even
suggested extending the workshops to enable more doctors to attend. Facilitators appreciated the concerted efforts, thought
discussion and experience sharing in the workshops, and had reminded them the importance of effective communication
with patients in the caring process.

Conclusion

(1) Effective communication skills and conflict resolution skills can be acquired and shared through the PMCS workshop. (2)
Mentorship is crucial in conducting communication skills training for junior doctors. (3) Regular training on communication
skills helps to refresh doctors’ knowledge on how to better communicate with patients.

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