ࡱ> Y[Xa  bjbjll 7X$XXXXXXX{%XXXXXXXXX, B n: Conceptual Framework of Interpersonal Processes of Care: Original and Revised Original Framework (1999)Revised Framework Confirmed by IPC Survey (2007)Concept/DomainDefinitionConcept/DomainDefinitionCOMMUNICATIONGeneral clarityAbility of clinicians to communicate; clinician uses vocabulary familiar to patient, speaks clearly and slowly, and confirms that patients understand. Hurried communicationLack of clarity: ability of clinicians to communicate, including speaking slowly and using words that are not hard to understand. Hurried and distracted: ignoring patient, being distracted, and acting bothered when patients ask several questionsElicitation of and responsiveness to patient problems, concerns and expectationsClinicians elicit most important concerns, help patients discuss concerns, ask about concerns if not volunteered, listen carefully and pay attention without being distracted, indicate they are aware of patients concerns, and take concerns seriously.Elicited concerns, respondedClinicians elicit most important concerns, listen carefully, and take concerns seriously.Explanation of condition, progress, and prognosisInformation provided to patients (and their families) about their condition, changes in condition, and prognosis. Written information is provided. Test results are explained in terms of what they mean for the patients condition, diagnosis, and prognosis.Explained results, medicationsExplained results: Information provided to patients about their test results and results of physical exam. Explained medications: Information provided to patients about medications including what happens if they dont take medications and possible side effects.Explanation of process of careTechnical processes of care are explained (tests, procedures, treatments, therapies, referrals and follow-up visits) including what to expect when receiving them (e.g. discomfort, possible side effects). For complex information, clear instructions are provided.Explanation of self-careInformation provided to patients (and their families or caregivers) about medication dose and schedule, how to monitor symptoms, when to call the doctor, when to resume normal activities or return to work, and other activities to restrict.EmpowermentPatients given a sense that they can affect their health outcomes; personal responsibility is encouraged.DECISION MAKINGResponsiveness to patient preferences regarding decisionsIf patient desires involvement in decision making, clinician explains alternative treatment options, explains how each might differ in terms of outcomes, discusses pros and cons of each option, considers patient preferences, and arrives at mutually agreeable treatment strategies.Patient-centered decision makingAsked patient: Clinician asks patients if they would be able to follow recommendations, and/or if they would have any problems doing the recommended treatments. Decided together: Patient and clinician work out a treatment plan together, and if there are choices, clinician asks if patient would like to help decide. Consideration of patients desire and ability to comply with recommendationsClinician determines extent to which patients can and wants to fulfill expectations of treatment regimen; takes into account treatment recommendations; makes modifications accordingly.INTERPERSONAL STYLEFriendliness, courteousnessClinicians and office staff treat patients in friendly, courteous manner and make them feel welcome.RespectfulnessClinicians show respect, genuine interest in patients, pay attention to privacy when examining patients and when discussing their condition, and do not talk down to them.Compassionate, respectfulEmotional support, compassion: Clinicians provide compassion, support, and encouragement and show concern about patients feelings during encounter. Respectful: Clinicians show respect and treat patients as equals.Emotional support, reassuranceClinicians provide reassurance and empathy during encounter, try to help patient feel better, convey information in a manner that alleviates anxiety and fear.DiscriminationClinicians or office staff do not discriminate against patients because of their gender, race/ethnicity, education, income, language, or sexual orientation. Clinicians and office staff ensure that patients not made to feel inferior.DiscriminationAssumed socioeconomic status: Clinicians do not make assumptions about patients level of education or income. Discriminated due to race/ethnicity: Clinicians do not discriminate against or pay less attention to patients because of their race/ethnicity. Cultural sensitivityClinicians demonstrate willingness to elicit and incorporate patients culturally based attitudes, values and beliefs about their health and health care; may include patients expectations of clinicians role, preferences for family involvement in care, preferred communication style, illness attribution, and religious beliefs.Cultural sensitivity is measured by the multidimensional Clinicians Cultural Sensitivity Survey (CCSS)  HYPERLINK "https://cadc.ucsf.edu/clinicians-cultural-sensitivity-survey" https://cadc.ucsf.edu/clinicians-cultural-sensitivity-survey Disrespectful office staffOffice staff is rude or talk down to patients; office staff give patients a hard time or have a negative attitude toward patients. Citation: Stewart AL, Npoles-Springer AL, Gregorich SE and Santoyo-Olsson J. Interpersonal processes of care survey: Patient-reported measures for diverse groups. Health Services Research, 2007; 42 (3, Part I):1235-56. PMCID: PMC1955252 Citation: Stewart AL, Npoles-Springer A, Prez-Stable EJ, Posner S, Bindman AB, Pinderhughes HL, and Washington AE, Interpersonal processes of care in diverse populations. The Milbank Quarterly. 77:305-39, 1999. PMID: 10526547. 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[ @Verdana3*Ax Times5. .[`)TahomaA$BCambria Math"1h_s_sǏ2sg * *q4ff)2qHX ?Ml72!xx Persons of lower socioeconomic status (SES) and members of racial and ethnic minority groups experience poorer health and increased health risk factorsDGIMStewart, AnitaOh+'0@L\ht      Persons of lower socioeconomic status (SES) and members of racial and ethnic minority groups experience poorer health and increased health risk factorsDGIM Normal.dotmStewart, Anita2Microsoft Office Word@F#@H@̕@̕՜.+,D՜.+, hp  dUCSF* f Persons of lower socioeconomic status (SES) and members of racial and ethnic minority groups experience poorer health and increased health risk factors Title 8@ _PID_HLINKSA/Dmailto:anita.stewart@ucsf.eduC=https://cadc.ucsf.edu/clinicians-cultural-sensitivity-surveylt3https://cadc.ucsf.edu/interpersonal-processes-care  !"#$%&'()*+,./012346789:;<=>?@ABCDEFGIJKLMNOQRSTUVWZRoot Entry F֕\Data -1Table5{%WordDocument7XSummaryInformation(HDocumentSummaryInformation8PCompObjr  F Microsoft Word 97-2003 Document MSWordDocWord.Document.89q