Principle 2

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  • Principle 2: Communicate effectively with patients
    • Patients expect...
      • to know how much the treatment will cost before it starts
      • to receive full, accurate information throughout, so they can make informed decisions
      • to know the names of those providing their care
      • communication that they can understand
    • Standards...
      • Communicate effectively, which includes listening and giving the patient time to process the information
        • Should take into consideration specific communication needs. Respect any cultural differences
        • You must be fluent in written and spoken English
      • understand that patients have the right to making decisions about their health priorities
        • Must explain options, risks, benefits and consequences of doing nothing. Must give honest answers to any questions patients have
      • Be clear about costs
        • Must have a simple price list clearly displayed in reception/waiting area, website, leaflets. For items which may vary in cost a "from-to-" should be shown. Patients should not have to ask for this info.
      • Give info in a way the patient can understand
        • Should introduce yourself to patients and explain your role
          • Should make sure the patients have your contact details
        • Should involve other members of your team, and patient's carer where appropriate
        • Should recognise patient's communication difficulties and address these. examples...
          • suggesting that patients bring someone who can use sign language
          • using an interpreter for patient's whose first language is not English
          • not using professional jargon and acronyms
        • Should ensure the patient has had enough time to ask questions and make a decision
        • Should check they have understood by asking questions and summarising the main points
        • Must give patient a written treatment plan(s) to take home. Should retain a copy in their notes and should ask patients to sign the treatment plan.
          • Treatment plan must include: - the proposed treatment - realistic indication of the cost - whether it is NHS or private. If mixed, should clearly indicate which elements are provided by which.
          • Should keep treatment plan and costs under review during treatment & must inform pt immediately if something changes. Must provide them with updated version in writing
        • Must provide clear info about emergency care arrangements and about referral arrangements
        • Should be clear about when treatment may not be guaranteed, e.g. can't fit the bridge if recurring perio problems due to poor OH.
  • providing an induction loop for those wearing hearing aids
    • Should recognise patient's communication difficulties and address these. examples...
      • suggesting that patients bring someone who can use sign language
      • using an interpreter for patient's whose first language is not English
      • not using professional jargon and acronyms

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