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Old 10-27-2014
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Default CIS approach from Mayo Health System

CIS approach from the Mayo Health System
The following does not directly pertain to the CS exam but rather outlines effective skills recognized by the Mayo Health System for an effective clinical encounter in practice.

These notes are excerpted from Press Ganey for the physicians of the Mayo Health System for the purpose of helping them improve their scores. Hopefully it will help you improve your CIS skills and your CS2 scores as well.


Please visit Articulation LLC at www cleararticulation (dot) com to learn how we can assist you with SEP as well.



1.Friendliness/courtesy of the care provider:
- Use AIDET reliably (acknowledge, introduce, duration, explanation, thank you). - Use PEARLS for relationship building (partnership, empathy,
apology/appreciation, respect, legitimization, support)
- Ask “is there anything else I can do for you”


2.Explanations the care provider gave you about your problem or condition: - Use AIDET. Focusing on E (Explanation).
- Use Ask – Tell – Ask as an effective communication tool.


3.Concern the care provider showed for your questions or worries: - Ask the patient “what concerns you most about this”
- Allow the patient to tell the story without interruption.
- Use reflective listening skills.


4.Care provider’s efforts to include you in decisions about your treatment: - Ask permission to perform tests and treatments.
- Ask for their input.
- Use a shared decision making model.


5.Information the care provider gave you about medications: - Use AIDET. Focusing on E (Explanation).
- Use Ask – Tell – Ask as an effective communication tool. - Cover the basics.
What – name of the medication.
Why – benefits of taking the medication.
When – schedule for taking the medication including doses. How – with food or on an empty stomach.
Watch for – side effects, including when to contact you.


6.Follow-up care
Instructions the care provider gave you about follow-up care: - Use AIDET.
Focusing on D (Duration) and E (Explanation). - Use Ask – Tell – Ask.
- Partner with patient.
- Summarize the end.
- Post visit call a day or two later.


7.Degree to which care provider talked with you using words you could understand: 1/3 of patients have difficulty understanding simple medical terms.

Mayo recommends-
Simplify: use simple words, less than three syllables, limit number of messages given to the three most important.
Clarify: give important messages in a number of different ways; illustrations are very useful; could use simple written instructions.
Verify: check back for understanding.
- Use Ask – Tell – Ask.


8.Amount of time the care provider spent with you:
- Use AIDET.
- Sit down, it gives the impression of time spent.
- Don’t appear rushed.
- Begin visit with an open ended question.
- Don’t interrupt until the patient is finished with initial response.
- Use reflective listening.
- Use the Shared Agenda Setting technique as a way of managing the
appointment time.
- Ask questions like “what questions do you have” and “What else can I do for
you.”

Please visit Articulation LLC at www cleararticulation (dot) com to see how we can help you with SEP as well. Thank you!
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