MODELS OF CONSULTATION
Medical Model
Health Belief Model (Ideas Concerns and Expectations)
Neighbour Model (Connect, Summarise, Handover, Safety Net, Housekeep)
Tates Model (Reasons for attendance, define clinical problems, explain, manage,
effectiveness)
BARD Model (Behaviour, Aims, Room, Dialogue)
Calgary Cambridge Model
COMMUNICATION SKILLS AND DIFFICULT
PATIENTS IN GENERAL PRACTICE
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09/12/2016
EXAMPLES? REMEMBER..
Remember the patient is angry, not you!
Rec ognize the signs of anger before it reac hes its c limax.
Remain c alm.
Show empathy.
Express c onc erns for the patient's feelings.
Allow the patient time to c ool off or c alm down if nec essary.
When making statements, use I rather than You.
Remain at a safe distanc e: do not invade the patients personal spac e during the esc alation of
anger
Be sensitive to non-verbal c ues
Soften requests
REFERENCES
GP Online. Consultation Skills Staying calm with angry patients. Peter Tate. URL:
http://www.gponline.com/consultation-skills-staying-calm-angry-
patients/article/1051676(Last access 08/09/16)