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
NOTE: If you will be applying for CME and/or RME Credit for this module you must complete all of the videos including the 4 "Response Types" in the section following Crossroads #4.
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..."
NOTE: You must complete the all of the videos below to receive CME and/or RME credit
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 only for physicians enrolled in the The University of Texas Professional Liability Insurance Plan. You may also obtain both RME and CME credit for viewing the same module by entering through the "Earn Free CME Credit Online" link. Some of the modules in the “Earn Free Risk Management Credit Online” link do not have CME credit so if you would like both credits you must enter through the CME link.
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 and/or RME link
NOTE: RME is only available to those who have UT Professional Liability Insurance.