‘C’ for context
The CLASS and SPIKES protocols both begin with attention to the "context", or "setting" in which the interaction will take place. Here are some valuable pointers for getting it right.
Get the setting right (9:32)
‘L’ for Listening skills
Once the setting is right, other techniques come into play. The first has to do with listening skills- the "L" of the CLASS acronym. There are dozens of techniques for this. Here are some ways to remember the most useful ones.
Listening Skills- Practical Tips (11:59)
‘A’ for Acknowledging
The "A" of CLASS stands for acknowledging the patient's emotions. The technique for doing this—the empathic response—is outlined here. This is a critical skill.
A = Acknowledging - The empathic response (21:52)
‘S’ for Strategy
The first "S" of CLASS stands for strategy, the forming of a plan.
S = Strategy (6:43)
‘S’ for Summary
The second "S" of CLASS stands for summary. This is very important, and very often left undone in clinical interviews and interactions.
S = Summary (6:36)
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Certain material on this site is available for Risk Management Education Credit for physicians enrolled in the The University of Texas Professional Liability Insurance Plan only. To obtain credit you must use the “Earn Free Risk Management Credit Online” link on the left. RME is only available to those who have UT Professional Liability Insurance.
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