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Établir le premier contactBegin with a warm greeting and introduce yourself clearly. Use the patient's name and ask how they prefer to be addressed. A simple 'Good morning, I'm Dr. [Name]' sets a professional tone. Ask an open question like 'What brings you in today?' to start the conversation. Maintain eye contact and a calm posture to build trust immediately.
🔍 Exemple
"Good morning, Mrs. Dubois. I'm Dr. Martin. How would you like me to address you?"
⭐ À retenir
Always use the patient's surname unless invited to use their first name.
💡 À retenir : A confident, empathetic introduction reduces patient anxiety and opens the dialogue.
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Recueillir les informationsUse open-ended questions to let the patient describe their symptoms freely. Then follow up with closed questions for specifics: location, intensity, duration. Employ the SOCRATES mnemonic for pain. Listen actively, nod, and use phrases like 'I see' or 'Go on' to encourage the patient. Summarise what you've heard to confirm understanding.
📖 Définition
SOCRATES: Site, Onset, Character, Radiation, Associated symptoms, Time course, Exacerbating/relieving factors, Severity.
📢 Rappel
Open question: 'Can you describe the pain?' Closed question: 'Is the pain sharp or dull?'
💡 À retenir : Structured questioning ensures no key detail is missed while making the patient feel heard.
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Montrer de l'empathieAcknowledge the patient's emotions with phrases like 'That sounds very difficult' or 'I can see this is worrying you.' Use the NURSE framework: Naming, Understanding, Respecting, Supporting, Exploring. Reassure without false promises: 'We will do everything we can to help you.' A compassionate tone strengthens the therapeutic alliance.
📖 Définition
NURSE: Name the emotion, Understand it, Respect the patient, Support them, Explore further.
⭐ À retenir
Avoid phrases like 'Don't worry' – they can dismiss the patient's feelings.
💡 À retenir : Empathy is not just words; it's about validating the patient's experience.
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Expliquer clairementUse plain language, avoid jargon, and check understanding with teach-back: 'Can you tell me what you understood?' Break information into small chunks. Offer written summaries if needed. Discuss benefits and risks of treatment options. Invite questions and shared decision-making. End with a clear plan and next steps.
🔍 Exemple
"Your blood pressure is a bit high. That means your heart is working harder. We'll start with a low dose of medication and review in two weeks."
💡 À retenir : Clarity and collaboration improve adherence and patient satisfaction.