Share the post "First I’ll ask what’s on your mind then I’ll shut up"
Every doctor in general practice/family medicine learns about the ‘models‘ of the consultation. My favourite is the Pendleton model. The thinking behind a map of the medical consultation is summarised by Pawlikowska and colleagues
A fundamental change in medical culture in this area has been the recognition and acceptance of the fact that the way in which health professionals communicate, on all levels, can be enhanced, irrespective of the innate and learned abilities they already possess.
In 2016 Michael Bungay Stanier published The Coaching Habit: Say Less, Ask More & Change the Way you Lead Forever. This comes at a time when the relationship between doctors and the people who seek their help is changing. With each passing generation, people expect to be actively involved in making choices in healthcare.
Women, more educated, and healthier people were more likely to prefer an active role in decision making…..Preferences for an active role increased with age up to 45 years, but then declined. Livenson
Doctors and the people who consult them will frame themselves as a team. At the same time, the major challenges relate to non-communicable chronic disease. Specifically to encourage people to stop smoking, eat and drink less, exercise more, and to be screened for early detection of malignancies. And for those who succumb to actively manage their chronic illness.
Therefore the interaction between the person seeking advice and the ‘expert’ is more likely to be akin to coaching. Given that people present to primary care with undifferentiated conditions the agenda for the meeting is set by the person who made the appointment. That’s why Bungay Stanier’s practical approach is a significant contribution. If we accept that the doctor is to be the ‘coach’ the author sets the scene in the very first chapter:
Only 23% of people being coached thought that the coach had a significant impact on their performance or job satisfaction. Ten percent even suggested that the coaching they were getting was having a negative effect. ( Can you imagine what it would be like going into those business meetings? ” I look forward to being more confused and less motivated after my coaching sessions with you.”)
The book emphasises that ‘coaching’ is a habit. Something that needs to be valued for three reasons:
- To avoid the team members becoming overdependent on the coach.
Building a coaching habit will help your team be more self-sufficient by increasing their autonomy and sense of mastery by reducing your need to jump in, take over and become the bottleneck.
There is already such a concern about over-dependence in medicine. Read Naomi Hartree’s summary ( Helping Patients Avoid Doctor Dependency)
2. To avoid getting overwhelmed.
Building a coaching habit will help you regain focus so you and your team can do the work that has real impact and so you can direct your time, energy and resources to solving the challenges that make a difference.
Being overwhelmed is a recognised problem in medicine. Read locumstory(Physician Workload)
3. To help people do more work that has impact and meaning.
Coaching can fuel courage to step out beyond the comfortable and familiar , can help people learn from their experiences and can literally and metaphorically increase and help fulfil a person’s potential.
Again this has strong resonance in healthcare specifically because of the limited predictive value of tests or the large number needed to treat. In addition, there is mounting concern about the variation in these outcomes across geographical areas. See John Newton.
The Coaching Habit emphasises seven questions in a specific order. The first question is arguably the most important. Bungay Stanier calls it the kickstart question: ” What’s on your mind?” He justifies it as follows:
Because it’s open, it invites people to get to to the heart of the matter and share what’s important to them. You’re not telling them or guiding them. You’re showing them trust and granting them autonomy to make choices for themselves. And yet the question is focused, too. It’s not an invitation to tell you anything or everything. It’s encouragement to go right away to what’s exciting, what’s provoking anxiety, what’s all-consuming, what’s waking them at 4 a.m., what’s got their hearts beating fast.
This question followed by the space to answer is one that creates the opportunity to find what is really bothering someone. It is not universally common in healthcare. There’s an eloquent summary of the data from Juliet Mavromatis
Why do physicians interrupt? In practical terms, throughout the course of a given day a physician may be tasked with listening to twenty to thirty patient derived histories and with solving difficult problems for each of these patients in a matter of ten to fifteen minutes. This is a tough, if not impossible job. Consequently, once a physician believes that the meat of the story is out there, he or she may respond and interrupt before hearing details that the patient (or colleague) feels are important. In more abstract terms interruption is a communication strategy that reinforces physician dominance in the hierarchy of the patient-physician relationship.
Picture by Allie Hill