University of Bern, Institute for Medical Education, Bern, Switzerland.
University of Bern, Institute of Primary Health Care, Bern, Switzerland.
GMS J Med Educ. 2021 Mar 15;38(3):Doc63. doi: 10.3205/zma001459. eCollection 2021.
Advising patients seeking medical guidance while communicating with them via telephone is a highly relevant skill in clinical daily life. However, telephone consultations differ from face-to-face interactions: clinical examination is nearly impossible and visual signals cannot be observed. Thus, telephone consultations require specific skills training. This article describes the development, implementation and evaluation of a course, "Telephone Consultation for Medical Emergencies", for 5 year medical students at the University of Bern, Switzerland. Following the evidence in the literature for telephone consultations, we developed guidelines for effective communication via telephone. After self-study of preparatory material, learners engaged in telephone consultations with simulated patients (SP) at the simulation center. They received multi-dimensional feedback regarding the encounter. The course was successfully implemented in 2012. Evaluations showed the course to be well-received by students. In a survey, students agreed that they had learned many new skills and that they considered this learning as being important in their future employment. They felt that the SP feedback was helpful and that being observed by peer-students during the encounter or filling in a checklist while observing peer-students in other encounters added to their learning. During the debriefing of the simulation with a clinical expert, students judged the scenarios as realistic and relevant, praised the SP performances and identified that the most instructive aspect of the training was the opportunity to practice and to get feedback. Telephone consultations require specific skills that should be trained. The current Covid-19 pandemic and the recommendations of government institutions for patients to contact healthcare professionals primarily via telephone stress the importance of adequately training these skills. In this publication we describe a feasible and viable format for implementing this process.
在与患者通过电话沟通时为其提供医学指导是临床日常工作中一项非常重要的技能。然而，电话咨询与面对面交流有所不同：几乎无法进行临床检查，也无法观察到视觉信号。因此，电话咨询需要特定的技能培训。本文描述了瑞士伯尔尼大学为 5 年制医学生开设的一门名为“医疗紧急情况电话咨询”课程的开发、实施和评估情况。 根据文献中有关电话咨询的证据，我们制定了通过电话进行有效沟通的指南。在自学预备材料后，学习者在模拟中心与模拟患者（SP）进行电话咨询，并收到了有关该咨询的多维反馈。 该课程于 2012 年成功实施。评估表明，学生对该课程的接受度很高。在一项调查中，学生们一致认为他们学到了许多新技能，并且认为这些学习对他们未来的就业很重要。他们认为 SP 的反馈很有帮助，并且在与临床专家一起对模拟进行讨论时观察到同学的表现或在观察同学进行其他模拟时填写检查表也有助于他们的学习。学生们认为，在与临床专家讨论模拟情景时，情景设计真实且相关，对 SP 的表现表示赞赏，并认为培训最具启发性的方面是有机会练习和获得反馈。 电话咨询需要专门的技能，这些技能应该接受培训。当前的新冠疫情和政府机构建议患者主要通过电话联系医疗保健专业人员，强调了充分培训这些技能的重要性。在本出版物中，我们描述了实施这一过程的一种可行且可行的模式。
