LEO Psoriasis Academy 2015
Final role play 28 August 2015
Psoriasis Academy Visual agenda recap Introductory session Interactive learning session V I S I O N O B J E C T I V E S AG E N D A T H E C O M P L E X I T I E S O F AD H E R E N C E P R O F I L I N G E X E R C I S E F a c u l t y c h a i r F a c u l t y - l e d p l e n a r y I N T E R AC T I V E S E S S I O N : O P E N E R P ATIENT P R O F I L I N G C O M M U N I C ATI O N AN D C O N S U L T ATI O N S T Y L E Call to action R E S O U R C E S AN D M O T I V AT I O N T o o l k i t O n l i n e s u p p o r t I N T E R AC T I V E S E S S I O N : F I N AL R O L E P L AY P ATIENT Q U E S T I O N S AN D E X P E C T ATIONS AB O U T T R E ATM E N T P ATIENT I N T E R AC T I O N S W O R K S H O P B u i l d i n g r a p p o r t G i vi n g i n f o r m a t i o n Q & A e x e r c i s e I n t e r a c t i v e p o s t e r N ATIONAL R O L L - O U T P L AN N I N G C O N C L U S I O N
Interactive learning session P R O F I L I N G E X E R C I S E How to classify patients using questions about burden of disease/engagement with treatment I N T E R AC T I V E S E S S I O N : O P E N E R P ATIENT P R O F I L I N G C O M M U N I C ATI O N AN D C O N S U L T ATI O N S T Y L E I N T E R AC T I V E S E S S I O N : F I N AL R O L E P L AY P ATIENT Q U E S T I O N S AN D E X P E C T ATIONS AB O U T T R E ATM E N T How to determine patient type by the questions they may ask P ATIENT I N T E R AC T I O N S W O R K S H O P How to engage, build rapport and determine the amount of information to give to patients
Summary In the previous five interactive exercises we have: Classified patients into the four profiles using questions about burden of disease/engagement with treatment Discussed how to build a rapport with different profile types and the associated challenges Emulated consultations between patients and HCPs Discussed the quantity and type of information that each profile type would require Role played a consultation to try to identify a particular patient type, think about the questions patient types may ask, and adapt the information provided accordingly
Goals for the exercise Identify patient type Engage the patient Build rapport Adapt the information you provide
Final role play Delegates work in groups of three They will take turns role playing as patient, HCP and observer The groups will be provided with three patient cases in separate envelopes and instructions. These will contain notes outlining: Their burden of disease/treatment Their level of engagement Their information needs Guidance on their body language The patient will act out the consultation according to the information provided The HCP will identify the patient type, engage the patient, build rapport, and adapt the information he/she provides
Format and timings 10 minutes of role play 10 minutes of discussion within groups Repeat until all members of the group have role played as HCP (approximately 1 hour) 30 minutes of feedback
HCP How will you gather information? Questions: open, closed, focussed Active listening: verbal and non-verbal Picking up cues about your patient s agenda: verbal and non-verbal, clarifying reasons for visit Summarise and check your understanding with the patient How will you assess your patient s profile Burden of disease Engagement with treatment How will you tailor the information to your patient s needs? Find out what the patient already knows and what information they would like Think about what profile your patient fits and how that might affect their information requirements (answers interactive exercise 3)
Patient case 1: Help me About you You are an active person who exercises regularly and cares about your appearance Your psoriasis has had a significant psychological impact, and you think it looks horrific. Although you recognise that other people have psoriasis that is much more severe than yours You have visited 3 dermatologists in 6 months You are well informed about psoriasis, very adherent, and receptive to new treatments About your body language You are anxious, frustrated, and tend to not have a good relationship with your HCP. How this could translate into non-verbal behaviours? Fidgeting Direct eye contact Tenseness Unhappy facial expressions About the questions you ask You are eager to try new treatments, regardless of whether you are eligible for them. You want to know if you can start taking systemics
Patient case 2: Self-manager About you This is the first time you have been to see your HCP about your psoriasis in several years You do not like going to the doctor too often, a recent, visible flare has made you seek advice about other treatments Whilst you may be used to using your topical treatments, you do not like putting them on, and are not very adherent Generally you do not research information on psoriasis, or new treatments About your body language You are in a hurry and want to get this over with. You want a quick consultation as you have other engagements. How could this translate into non-verbal behaviours? Impatience Indirect eye-contact Exasperated facial expressions About the questions you ask You don t want to know about long-term treatment options, or how your treatment works. You just want something to fix the visible flare, and to get back home.
Patient case 3: Actively engaged About you You have had psoriasis from a young age, and go to your consultations regularly You have had a good relationship with your HCP in the past, and are usually content with topical treatments You have had a recent severe flare that has lasted 8 months, and prevented you from wearing and doing what you like About your body language You are polite and friendly despite being quite unhappy about your psoriasis. You value your HCP s opinion and want to know more about your disease. How could this translate into non-verbal behaviours? Leaning forward Direct eye-contact About the questions you ask You want to know tips and tricks for fitting your treatment around your lifestyle. You want to find new ways of treating your psoriasis and would like to know if there are any patient support groups in the area
Observer assessment sheet Questions Y/N Comments Did the HCP correctly identify the patient s profile type? Did the HCP make use of non-verbal behaviours such as eye contact, facial expression and movement to engage the patient? Did the HCP make use of vocal cues and other verbal behaviours such as volume and intonation to engage the patient? Did the HCP acknowledge the patient s views and feeling? Did the HCP provide support? Did the HCP display sensitivity? Did the HCP share his thoughts? Did the HCP make appropriate use of questions (open, closed, focussed)? Did the HCP display active listening (non-verbal and verbal)? Did the HCP pick up on cues into the patient agenda (verbal and non-verbal)? Did the HCP summarise to check his understanding of what was discussed? Did the HCP adapt the information he gave to the patient according to their profile type? Did the HCP provide information in simple chunks? Did the HCP find out what the patient already knows? Did the HCP pick up on patient cues about how much involvement they would like?
Summary and feedback
The last word Build relationships that foster mutual understanding and improve adherence develop an Actively Engaged patient