"You happy enough with it doctor?": learning from missed opportunities for communication that takes place during health care professionals and patients
Affiliation
Helen L. Richards, Department of Clinical Health Psychology, Mercy University Hospital, Cork, Ireland; Department of Urology, Mercy University Hospital, Cork, Ireland; Department of Psychology, University of Limerick, Limerick, Ireland. Donal G. Fortune, Department of Psychology, University of Limerick, Limerick, Irelan. L. Lyons, Department of Urology, Mercy University Hospital, Cork, Ireland. Y. Curtin, Department of Clinical Health Psychology, Mercy University Hospital, Cork, Ireland. Derek B. Hennessey, Department of Urology, Mercy University Hospital, Cork, Ireland.Issue Date
2023-06-29Keywords
PHL Subject Categories::BLADDER CANCERPHL Subject Categories::COMMUNICATION
Local subject classification
Non-muscle invasive bladder cancerDoctor patient communication
Cytoscopy
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Mercy University Hospital Clinical Audit and Quality Improvement Day 2023Citation
Richards, H.l., Fortune, D.G., Lyons L., Curtin Y., Hennessey D.B. (2023) '"You happy enough with it doctor?": learning from missed opportunities for communication that takes place during health care professionals and patients', Mercy University Hospital Clinical Audit and Quality Improvement Day 2023. Cork, Mercy University Hospital, 29 June 2023.Abstract
Background: Patients use emotional hints to communicate rather than direct questions, during some procedures. Healthcare professionals who are task orientated and may miss these. It is the goal of this study to examine the communication that takes place between patients and healthcare providers (HCPs) during surveillance cystoscopy for non-muscle invasive bladder cancer (NMIBC) to improve doctor patient communication. Measurement Methods: Participants were 57 patients with a diagnosis of NMIBC attending for surveillance cystoscopy and 10 health care professionals (HCPs). Cystoscopy procedures were audio-recorded and transcribed verbatim. Two approaches to analysis of transcriptions were undertaken: (1) a template analysis; and (2) Verona Coding Definitions of Emotional Sequences. Results: Communication during cystoscopy generally comprised of ‘social/small talk’, ‘results of the cystoscopy’ and ‘providing instructions to the patient’. Emotional talk was present in 41/57 consultations, with 129 emotional cues and concerns expressed by patients. Typically patients used hints to their emotions rather than stating explicit concerns. The majority (86%) of HCPs responses to the patient did not explicitly mention the patient’s emotional concern or cue. Urology trainees were less likely than other HCPs to provide space for patients to explore their emotional concerns (t=-1.78, p<0.05). Conclusions: Emotional communication was expressed by the majority of patients during cystoscopy. While all HCPs responded to patients’ emotional communication, there were a number of missed opportunities to improve communication. Urologists need to be aware that patients use these cues and hints to communicate. Urologists need to identify and respond appropriately to the emotional cues to improve communication with patients.Item Type
PosterLanguage
enSeries/Report no.
Improving Patient Experience CategoryCollections
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