Jeff Kline Pearls

• Intro “I’m Andy, I’m the emergency doctor who will be taking care of you today”
• Shake hand of everyone in room, patient’s last
• Sit Down (increases perception of time spent)
• Interpret pt’s non-verbal communication out loud
• Ask “Is there anything else?”
• Script visit conclusion to be explicit about the work and consideration that was taken: “I’ve considered everything you’ve told me today, I’ve ready your PMHx, I’ve looked at your test results and [deliver diagnosis]”
• “I have carefully considered what you’ve told me about what brought you here today”

Empathy circle

• Physical touch matters
• Know their past history and tell them that you do (or “I didn’t have a chance to look at your medical record yet”)
• “I am here for you” – you are in my care
• I am not in a hurry
• Read your patient’s face – and comment on it “glad to see you smile” “you look like you’re in pain”
• Transparency about risks and benefits – “here’s what I am thinking – I think there’s maybe a 5% chance that you have appendicitis… etc.” make sure to include downsides of testing
• Use explanation to alleviate anxiety
• Patients are partners, not problems: Listen

Brunette Big 3

• Introduce self
• Set expectations for next steps, wait time etc
• Ask if there is anything else you can do

My own pearls and scripts

• We’re going to take good care of you
• This is the same *** that I’d want for myself or a loved one
• Does that sound right to you?

Other

• Talk up co-workers in patient’s room (e.g. Jenny is an outstanding nurse, Isn’t Tom excellent at starting IV? etc.)