Communication: Managing difficult interactions with patients

Apology in health care is rare, and not taught in many medical schools, but is an essential skill to foster trust and re-establish a patient's confidence. Here follow some tips.

Conflict in the workplace among colleagues is inevitable. How one manages these situations is key to the patient's outcome. In this voice note Prof Brand gives some pointers on how to deal with these conflicts.

Practically a patient's right to information includes explaining their diagnosis, the purpose of proposed investigations or treatment, the benefits & risks thereof, and possible alternatives – including the option of no treatment. Patients also have the right to know the likely costs of treatment and what the consequences may be…

Most social media posting disasters can be avoided by just pausing 10 seconds, and then deciding if the message is really necessary. Some other tips from the voice note include keeping separate professional and personal accounts, never posting patient information without express consent to do so, stay general and not…

Many of us ‘meet’ patients via Google, Facebook or Instagram. That visibility is powerful, but it also means mistakes are public, permanent and shareable. And the HPCSA is watching this space more closely than ever.