Question

Watch the video attached below showing ineffective communication skills between patient navigator and patient. Discuss what SPECIFIC potential barriers were created during the encounter, what you would do differently and why.

watch this clip on you tube Motivational Interviewing: A Bad Example (Presenter: Alan Lyme) and anwser the question

Answer 1

The video is about a patient navigator and the patient where the patient has been referred to the navigator by her primary physician in order to discuss about her stress and anxiety and on how she is dealing with it.

The specific potential barriers that I noticed created during this interview were:

- the navigator does not introduce himself to the patient or tells her about himself

- he does not asks the patient to tell him about her situation and continues with what he has discussed with the physician

- he makes out his own conclusions about the patient and her drinking habits

- he makes his measurements on how much she has been drinking and how it is bad about drinking so much

- he tries to conclude on his own that the patient has been lying about the size of her drinks and the frequency on how much she drinks without asking her

- he was very rude and arrogant on his own

- he did not bothered about maintaining a rapport with the patient

- the patient was also not able to cope with the navigator and was defiant

If I was the patient navigator then I would have communicated in a different way than what he has approached with. I would do certain things differently such as:

- I would start the communication with a proper introduction if self as well as the patient.

- I would start a conversation with the patient's complaints which I will make her to describe by herself rather than making my inferences of self and the report

- I would try to build a good rapport with the patient and then try to win her confidence so that she could be more open and comfortable

- I will try to suggest some of the solutions and ask her if she has any so that we could discuss on implementing any one of the best solutions.

- if she is ok with the interventions then I will make her understand about the importance of the action and would also explain her about the pros and cons of the interventions

- I will listen more and talk less

- I will not interrupt her while conversation and be a good listener

- I will tell he that I will be following up on her Progress's and that we will determine if the outcome is as expected and if it is not then we will plan for other interventions to be implemented .

- I will maintain a warm smile and be polite to the patient

- I will be less arrogant

- I will end the conversation with a good spirit and on the reference to meet again