Teaching an empathy-focused approach to difficult consultations: a pilot session and co-production evaluation workshop

Abstract

Background: Patients who are annoyed, upset, angry or uncooperative may be categorised as having behavioural problems, shifting the blame from healthcare providers to patients. This can exacerbate the problem. Adopting an empathic approach to such consultations can reduce anger and frustration and improve patient care. Approach: A pilot teaching session was introduced to the second year of the medical degree at Leicester Medical School with the aim of preparing students to deal with difficult consultations and helping them to understand the impact of empathy in such situations. The teaching involved the use of prior reading, videos and simulated patients acting the role of angry and frustrated patients. It was delivered to groups of 8 students by a team of 20 GP tutors. Approximately 300 second year medical students took part in the session. Evaluation: Ninety per cent of students felt they had a better understanding of how an empathic approach could help in difficult consultations. Most GP tutors also felt better prepared to deal with difficult consultations because of teaching the session. Following the initial evaluation, a co-production workshop was convened comprising of tutors, students and patient representatives to review the teaching materials and evaluation. Potential improvements to the session were identified. Conclusion: We were able to deliver a successful pilot session that improved students’ understanding of the skills needed and had a positive impact on GP tutors involved in the session. A subsequent co-production workshop identified key strategies to improve the session for future years.