Calgary Cambridge Communication Model
The diagram below is based on the Calgary-Cambridge Guide developed by Kurtz and Silverman in the 1990s. It is widely used in medical consultations but has also been shown to be applicable to those in a pharmacy setting.
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Providing Structure
Summarise
Signpost
Schedule
Sequence
Summarise
Recap before moving to next topic.
Signpost
Say what is next and why.
Schedule
Keep the consultation running to time and on task.
Sequence
The consultation should flow logically from one topic to another.
Building the Relationship
Explain
Non-verbals
Share
Be empathetic
Explain
Rationale for questions or tests (if not obvious).
Non-verbals
Good eye contact and open body language.
Share
Tell the patient your thinking to encourage their participation.
Be empathetic
Be empathetic, non-judgemental, sensitive and supportive.
Providing Structure
Summarise
Recap before moving to next topic.
Signpost
Say what is next and why.
Schedule
Keep the consultation running to time and on task.
Sequence
The consultation should flow logically from one topic to another.
1 Initiating the Consultation
- Prepare for the consultation
- Establish initial rapport
- Identify the reasons for the consultation
2 Gathering Information
- Explore the patient's problem through effective questioning
- Listen attentively to the patient's ideas, concerns and expectations
- Get the patient's perspective on their problem
3 Physical Examination
- Examine for clinical features to differentiate between diagnoses
- Consider test results or perform tests
4 Explanation and Planning
- Provide the right type and amount of information, in an appropriate way
- Help patient to remember and understand
- Achieve a shared understanding; incorporate the patient's perspective
- Develop an action plan through shared decision making
5 Closing the Session
- Summarise and clarify main points of plan
- Agree next steps
- Provide safety-net in case of unexpected outcomes or plan not working
- Perform a final check that the patient is happy with the plan
Building the Relationship
Explain
Rationale for questions or tests (if not obvious).
Non-verbals
Good eye contact and open body language.
Share
Tell the patient your thinking to encourage their participation.
Be empathetic
Be empathetic, non-judgemental, sensitive and supportive.