I used to train IT service desk analysts, where callers were often angry, frustrated or worried. Similar to yourself, my advice would be to Empathise and then Motivate. Empathy does not need apology, rather, to recognise their feelings and understand why they feel that way. Only then can you have a meaningful and productive conversation. Your videos are very well considered, prepared and presented - I wish I'd had your skills!
You simply address the ideas, concerns and expectations that the patient has. Ideas regards 'Why do they believe that they are waiting so long?' This is to get the patient thinking about the situation and why they are expected to wait as long as they have. The second, concerns relates to 'what concerns do they have that has made them so frustrated.' This is to empathise with their situation and better understand their worries. Finally, Expectations refers to 'what do they expect you as a medical professional to do to amend this situation?' This is to get the patient to think for themselves as to why waiting times are as drawn out as they are. This is all to get the patient to empathise with your situation just as much as you as the medical professional should empathise with theirs. It is to come to an agreement and understanding that everything that can be done is being done, so that their care (or their family's) is as timely and safe as possible. Hope that helps!
@@danielsevell5732 Does that mean you should ask the person these questions or just express your empathy based on these things that you should consider?
@@miam.g You should ask the patient these questions. It can sometimes be unnecessary to ask ideas and concerns, as they can usually both be answered by the same question. After speaking to many patients over the years as a medical student, the best way to address this is to say "I have an idea what may be going on, but I would like your input into the conversation if that's alright. What do you think is going on at the moment?". Without that first sentence, it looks like you have no idea what the diagnosis is and so you ask the patient instead. However, what the idea is behind ICE is that you want the patient to be involved so that their concerns are being met. Asking for expectations usually results in them saying "I want to get treated as soon as possible", or something along those lines. In summary, an ICE is essential for both everyday consultations but especially for your OSCEs. Hope that helps!
I used to train IT service desk analysts, where callers were often angry, frustrated or worried. Similar to yourself, my advice would be to Empathise and then Motivate. Empathy does not need apology, rather, to recognise their feelings and understand why they feel that way. Only then can you have a meaningful and productive conversation. Your videos are very well considered, prepared and presented - I wish I'd had your skills!
Thank you, your videos are very clear and helpful.
Dint get the ICE thing. What is it for though
You simply address the ideas, concerns and expectations that the patient has. Ideas regards 'Why do they believe that they are waiting so long?' This is to get the patient thinking about the situation and why they are expected to wait as long as they have. The second, concerns relates to 'what concerns do they have that has made them so frustrated.' This is to empathise with their situation and better understand their worries. Finally, Expectations refers to 'what do they expect you as a medical professional to do to amend this situation?' This is to get the patient to think for themselves as to why waiting times are as drawn out as they are.
This is all to get the patient to empathise with your situation just as much as you as the medical professional should empathise with theirs. It is to come to an agreement and understanding that everything that can be done is being done, so that their care (or their family's) is as timely and safe as possible. Hope that helps!
@@danielsevell5732 Does that mean you should ask the person these questions or just express your empathy based on these things that you should consider?
@@miam.g You should ask the patient these questions. It can sometimes be unnecessary to ask ideas and concerns, as they can usually both be answered by the same question. After speaking to many patients over the years as a medical student, the best way to address this is to say "I have an idea what may be going on, but I would like your input into the conversation if that's alright. What do you think is going on at the moment?". Without that first sentence, it looks like you have no idea what the diagnosis is and so you ask the patient instead. However, what the idea is behind ICE is that you want the patient to be involved so that their concerns are being met. Asking for expectations usually results in them saying "I want to get treated as soon as possible", or something along those lines.
In summary, an ICE is essential for both everyday consultations but especially for your OSCEs. Hope that helps!