Case study 5: Feedback
Earlier in the week, Jen observed an interaction between Dan and a patient, Mrs Jenkins.
Mrs Jenkins had been admitted after having a second heart attack. Dan had taken a history of Mrs Jenkins where he asked her several lifestyle related questions. Jen walked in and observed the end of the conversation:
Dan: "Well, I'm not surprised you've had another heart attack, you are still smoking, not exercising, you clearly don't watch what you eat and you've just told me that you drink nearly a bottle of wine a night. This is now your second heart attack, if you have another one you might not be so lucky, you'll probably die".
Mrs Jenkins was visibly shaken by the aggressive way Dan was speaking to them.
Dan outlined the management plan for Mrs Jenkins and asked if she had any questions for him. She shook her head, said thank you and left.
Jen was surprised with Dan's treatment of Mrs Jenkins as he usually communicates well with patients.
Jen says to Dan: "Listen. Dan. The conversation you had with Mrs Jenkins was not good. I'm not happy. You need to work on that ok?"
Dan responds with a confused, "Ok".
"Good, ok, bye", Jen replies.
Dan leaves feeling upset and confused. He goes back to his office to pack his belongings and check his emails before heading home.
Jen is annoyed with herself. She knows she did a terrible job of giving Dan feedback. She rushes over to his office to see if he is still there so she can explain herself a bit better.
Jen: "Dan, I'm so sorry, you are probably feeling a bit confused by that, how about we meet on Monday before our ward round to discuss this further?"
Dan: "OK, that would be good; I'd like to know where I'm going wrong and how I can improve".
Jen: "Great, I'll see you then. Have a nice weekend with the family!"
Activity
Reflect on a 'bad' feedback situation you have been in with a trainee. How could it have been made better?
Are there any feedback strategies you could use to make it better?