Handout -Dealing with the Modern Patient

Some general strategies

1. Listen and acknowledge patients' concerns and emotions
2. Patients may have preconceived ideas but you need to make a diagnosis or have a management plan based on your own usual criteria
3. You need to resolve conflicts (are tests/investigations necessary?) and win patients' trust
4. Remember that knowledge can empower patients in shared decision making

SMS or email commuincations

• Ensure a practice process is in place and obtain patient consent 
• Be mindful of privacy breaches - check up to date contact details
• Have a robust policy of what can be sent and by whom
• Limit communication content to non-sensitive/non-essential issues
• If sensitive or essential to discuss, state "you need to contact the practice"
• Include all these communications in the patient's record

Clinical images

• Phone or other digital media can assist with clinical care (diagnosis, second opinion, monitoring (or in education, but can also present a clinico-legal risk
• Remember use of this media is all part of the clinical record and the usual confidentiality and privacy issues apply
• Note federal, state, hospital, employer, practice requirements about collection, retention and disposal of health records
• Obtain patient consent to record images and documents

 

Tips to manage:"anti-vaxxers"

• Ensure appropriate recognised registration, qualifications, training and experience
• Practice in accordance with AHPRA Guidelines on technology based patient consultations
• Practice in accordance with the Medicare guidelines
• Where a direct physical examination is necessary and you conduct telehealth, you must ensure the patient's GP is present and you either arrange for an equally qualified practitioner to see the patient in person or see the patient at the initial consultation and then use telehealth for ongoing management
• Check with MIPS to ensure you are covered for any telehealth services you deliver

Resources

RACGP

Vaccination

• The Australian Academy of Science, explains the science of immunisation, along with common questions and answers
• The UN confirms that vaccines keep children alive and healthy by protecting them against disease 
  

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