Listening Skills

Oregon physicians treat a large aging population. The tendency is to ask a few questions and quickly move to a diagnosis of the physical issues and to a treatment plan. A large academic medical center wanted to teach residents and physicians to slow down the process to discover the underlying issues, such as depression or anxiety, through an effective questioning technique.

For learners to fully understand the impact of these skills, they needed to be emotionally drawn into real world experiences and have the opportunity to explore various options.

Planet developed three video learning scenarios in which the physician conducts patient interviews. The physician hears the patient's description of their symptoms and is presented various options: ordering more tests, redirecting the conversation, treating the condition or asking more questions. As they make their selections, they receive feedback as to why their response was most appropriate or how they could have better served the patient by asking additional questions. They are encouraged to explore the outcomes of all the options.

The program emotionally draws the learner into the patient interactions where they are presented with the emotional needs of the patient. By practicing more in-depth questioning and listening, the physician discovers that medical intervention may not be the best course of action. Providing non-medical resources to support the patient's underlying needs may be the more appropriate course of action.

Steve Kliewer, Mental Health Director, believes that "this program will have a direct impact on healthcare in Oregon. By practicing the techniques modeled in this program, the patient will receive the attention they need while medical treatment costs and potential drug side effects will be significantly reduced". The program will be used both as a standalone online training and in face-to-face workshops.