This module will show you a patient/physician interaction in which several choice points occur. These are points at which the content is emotionally laden and where the type of response the physician chooses can change the course of the interview and the quality of the interaction.
Introduction - (10:01) About our patient, the interview and our choices
The Interview - (7:28) The entire patient/physician interaction
Now, we'll look at four critical points in the interview and show you how different response styles would have worked out.
Crossroads # 1: (6:40) "It's Come Back?"
Crossroads # 2: (6:35) "You Can't Cure It?"
Crossroads # 3: (5:39) "It Wasn't Worth Going Through Treatment..."
Crossroads # 4: (6:45) "I'm Going to Sue My Family Doctor..."
Response Types: If you would like to explore each of the response types further, we've compiled them below. You may review the Patient's History from Dr. Buckman's introduction again.
View Direct Responses: (3:15) Simply making a statement of fact in response to the patient's emotion ignores the main issue, which is the emotion. Here are the collected examples from the interview where the physician simply responded to the content, and not to the emotion.
View Escalationary Responses: (2:56) Here are the examples from the interview where the physician made responses that only heightened the patient's distress. What they have in common is that they ignored the emotion rather than acknowledged it.
View Open-ended or Exploratory Responses: (2:35) This is a good technique, and we recommend it. However, in this collection from the interview, you will see that it was less effective than it could have been because it fell short of the full acknowledgement that the empathic response provides.
View Empathic Responses: (2:29) Here are the collected examples from the interview where the physician used the empathic response. It is effective because it acknowledged the patient's emotion, which defuses it and aligns you with her.
Free CME Credit Available
Certain material on this site is available for Continuing Medical Education Credit. To obtain credit you must use the “Earn Free CME Credit Online” link on the left.
Risk Management Education (RME) Credit Available
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.
Applying for both CME and RME?
If you are applying for both CME and RME for the same module, you MUST view the video through the CME link The Fundamental Principles section and Managing Difficult Communication section will now allow you to register and print both RME and CME certificates upon completion of the module. All other modules you must view the videos and then print both the CME forms (found on the right side of the video page) and the RME forms (found below the video window) and send to the appropriate offices. NOTE: RME is only available to those who have UT Professional Liability Insurance.