Understanding Personality Types to Enhance Patient Engagement · 2018-04-04 · Understanding Friendly Supportive Peacemaker Sensitive Patient Compromising Agreeable Adaptable Considerate

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Understanding Personality Types to Enhance Patient Engagement

Marc AtkinSr. Key Account ManagerNew England8/11/17

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How Many Meaningful Interactions Does the Average Person Have in 1 Day?

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How Many Meaningful Interactions Do YOU Have in 1 Day?

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“Everything that irritates us about

others can lead us to an understanding of ourselves.”1

‐Carl JungCarl Jung was a Swiss psychiatrist

and founder of analytical psychology.2

1. Jung CG, Jaffé A. Memories, Dreams, Reflections. New York, NY: Vintage Books; 1965.2. Carl Jung. (2014, May 26). New World Encyclopedia, . Retrieved 16:54, October 7, 2014 from http://www.newworldencyclopedia.org/p/index.php?title=Carl_Jung&oldid=981806.

How Many Meaningful Interactions Do YOU Have in 1 Day?

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Lesson Objectives

• UNDERSTAND: To understand the importance of effective patient‐provider communications in patient adherence and outcomes. We will explore this topic with a focus on glaucoma, cataracts, and allergy.

• RECOGNIZE AND ADAPT: To learn to use the Merrill‐Reid Model to identify both your own personality type and that of your patient in order to adapt and customize how you approach the patient and the situation.

• APPLY: To discuss ideas for taking personality types into account and how to apply them to adapt the way you communicate with patients to optimize your interactions.

Our goal is to provide appropriate patient‐focused tips and toolsthat will help enhance the quality of care.

Merrill DW, Reid RH. Personal Styles & Effective Performance. Radnor, PA: Chilton Book Company; 1981.

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Lesson 1: ADAPT to the Patient to Enhance Care

To improve communication with patients, providers must learn how to ADAPT their own personality and communication styles to those of their patients.

Assess your own typeDetermine the types of othersAnalyze patterns and characteristicsPlan and Practice to accommodate others’ needsTreat others as they want to be treated

ADAPT

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Recognizing Your Own Personality Type

AmiableExpressiveDriving Analytical

Logical

Detailed

Organized

Planner

Perfectionist

Orderly

Systematic

Accurate

Controlled

Rational

Objective

Cautious

Visionary

Business-oriented

Competitive

Bold

Confident

Leader

Daring

Task-oriented

Decisive

Strong-willed

Influential

Forceful

Empathetic

Understanding

Friendly

Supportive

Peacemaker

Sensitive

Patient

Compromising

Agreeable

Adaptable

Considerate

Likeable

Outspoken

Sociable

Emotional

Spontaneous

Adventurous

Verbal

Convincing

Enthusiastic

Action-oriented

Inspirational

Impulsive

Persuasive

Determine Your Dominant Personality Style. Innovations Web site. http://www.innovint.com/downloads/personality-profile-results.php. Accessed January 27, 2017.

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AmiableExpressiveDriving Analytical

Logical

Detailed

Organized

Planner

Perfectionist

Orderly

Systematic

Accurate

Controlled

Rational

Objective

Cautious

Visionary

Business-oriented

Competitive

Bold

Confident

Leader

Daring

Task-oriented

Decisive

Strong-willed

Influential

Forceful

Empathetic

Understanding

Friendly

Supportive

Peacemaker

Sensitive

Patient

Compromising

Agreeable

Adaptable

Considerate

Likeable

Outspoken

Sociable

Emotional

Spontaneous

Adventurous

Verbal

Convincing

Enthusiastic

Action-oriented

Inspirational

Impulsive

Persuasive

Recognizing Your Own Personality Type

Insert your Driving total

Insert your Expressive total

Insert your Amiable total

Insert your Analytical total


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Flip Chart

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Provider's Guide to RecognizingDifferent Personality Types

Analytical• Highly detailed• Data-oriented

• Reserved & controlled• Organized

• Logical• Accurate

Driving• Goal-focused• Competitive

• Task-oriented• Strong-willed

• Confident & bold• Business-focused

Amiable• Friendly & supportive

• Conflict avoider• Peacemaker

• Highly sensitive• Understanding

• Patient• Adaptable

Expressive• Outspoken & talkative

• Sociable• Emotional• Charming

• Spontaneous• Lively

• Adventurous

Tell

Ask

People-orientedTask-focused


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1. Kessels, RPC. Patients’ memory for medical information. J R Soc Med, 96(5): 219-222. 2. Statistics and Data. National Eye Institute (NEI) Web site. https://www.nei.nih.gov/eyedata/. Accessed June 6, 2014. 3. Abeles N; American Psychological Association. What Practitioners Should Know About Working With Older Adults. Professional Psychology: Research and Practice. 1998;29(5):413-427. 4. Juzych MS, Randhawa S, Shukairy A, Kaushal P, Gupta A, Shalauta N. Functional health literacy in patients with glaucoma in urban settings. Arch Ophthalmol. 2008;126(5):718-724. 5. Glanz, K, Beck AD, Bundy L, Primo S, Lynn MJ, et al. Impact of a Health Communication Intervention to Improve Glaucoma Treatment Adherence. Arch Ophthalmol. 2012;130(10):1252-1258. 6. Hermann MM, Ustundag C, Diestelhorst M. Electronic compliance monitoring of topical treatment after ophthalmic surgery. Int Ophthalmol. 2010;30(4):385-390. 7. Schultz J. Eyedropper monitor measures degree of patient compliance. Healio Web site. http://www.healio.com/news/print/ocular-surgery-news-europe-asia-edition/%7Bf2be730d-916c-4cdc-9992-8edc36152306%7D/eyedropper-monitor-measures-degree-of-patient-compliance. Published November 2005. Accessed July 2, 2014. 8. Stevenson FA, Cox K, Britten N, Dundar Y. A systematic review of the research on communication between patients and health care professionals about medicines: the consequences for concordance. Health Expectations. 2004;7:235-245.

Did You Know?

Of glaucoma patients have poor health literacy which contributes to a lack of understanding about the disease.450%

Of cataract patients apply less than half of their total dosage of postsurgical eye drops.6,750%

Of cataract and glaucoma patients are over the age of 80 – and age can impact information processing speed.2,3

Nearly

33%

Of glaucoma patients are non-adherent with taking medication.596.2%

Of patients remember as little as 14% of spoken instructions.114%

But it’s not hopeless…Improving patient-provider communication has

been shown to have a positive impact on patient knowledge, adherence, health outcomes,

and satisfaction8

But it’s not hopeless…Improving patient-provider communication has

been shown to have a positive impact on patient knowledge, adherence, health outcomes,

and satisfaction8

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Percentage of Population by Personality Types

•Amiable - 40%

•Expressive – 28%

•Driver – 18%

•Analytical – 14%

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• Adventurous

Tell

Ask


ExpressiveMr. Smith is a glaucoma patient who is friendly to staff and physicians and seems to enjoy his visits. He seems more focused on the social aspect of the visit than adhering to the details of his treatment plan.

Not actual patient. Hypothetical patient profile.

AmiableMrs. Waters, a cataract patient, willingly accepts the doctor’s recommendation for surgery but becomes withdrawn and hesitant to book surgery after discussing details of the procedure and perioperative care.Not actual patient. Hypothetical patient profile.

Provider’s Guide to RecognizingDifferent Personality Types: Case Study

DrivingMr. Jones is a cataract patient who makes quick decisions about his care and wants to take immediate action, like scheduling surgery quickly.


AnalyticalMrs. Day, a previously diagnosed glaucoma patient, returns with questions about her treatment options after extensively researching her condition and seems skeptical about her diagnosis.



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Recognizing the Driving Type

• Results‐oriented

• May appear uncommunicative, cool, and competitive

• Tend to initiate action and take risks

• Prefer to be presented with options from which they can choose

• Want to make their own decisions

People with a Driving type: What they talk about:

I will

“Look, my vision’s getting worse and I want to fix it, so

just tell me what my options are and I will make a decision right

now.”

“I will schedule the surgery as soon as possible. What’s the

earliest date you have available?”

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People with a Driving type:

Tone of voice & pace of speech:

Loud

Use voice to emphasize point

“Why do I have to wait a month for my surgery? I’m sure I could find another practice that has something

available sooner than that!”






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People with a Driving type: Body language:

Leans forward

Limited or no facial expressions

Intense eye contact

Deliberate movements






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People with a Driving type: Responsiveness:

Quick to respond but can appear preoccupied

Mr. Jones looks down at his cell phone while the surgical coordinator is reviewing

perioperative instructions but responds quickly when a surgery

date is offered.






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People with a Driving type: Listening pattern:

Wants to control the conversation

Before the surgical scheduler asks him for any information, Mr. Jones asks, “what do you need from me to

move this forward?”






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How they may react during a stressful situation:

Pushy, Severe

Tough, Dominating

Harsh

Mr. Jones interrupts while the technician is reviewing

educational materials with him, impatiently noting, “the doctor already reviewed this with me.”






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Strong‐willed

Independent

Practical and Efficient

Decisive

“Let’s go with the 15th. I’ve got it on my calendar — no need for an

appointment card. Let’s sign any necessary paperwork now, please.”

Virtuous qualities:






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People with an Expressive type:

Recognizing the Expressive Type

What they talk about:

I want

“I want to control my glaucoma but I am forgetful when it comes to

taking my medication. What do you think is the best way to help me stay

on track?”

• Involve other people in their thoughts and feelings

• Want friends to support their goals

• Have little concern for practical details

• Take risks in making decisions

• Base decisions on personal opinion

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Loud

Animated

Easily distracted

“I can’t remember to use those drops when I have to watch my grandkids in the mornings! You

know what little kids are like! By the way, did I show you a picture of my

newest grandson?”






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Body language:

Leans forward

Lots of gestures

Good eye contact, but may look to others for their input on

eye care decisions






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Responsiveness:

Open & Warm

Enjoys the conversation

“I always enjoy coming here. You’re all so helpful! Would you mind

giving me some extra brochures? I don’t need them because you’ve already explained it to me. But my daughter will probably have a

bunch of questions.”






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Listening pattern:

Listens & reacts to what you are saying

Talks about interests, rather than about his ocular condition

When the doctor tells him that his glaucoma has progressed, he replies,

“really? I’m so sorry. I haven’t noticed any changes to my eyesight. I’m really trying hard to take

my drops all of the time!”






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Manipulative

Excitable & Reactive

Undisciplined

Egotistical

“I’m trying my hardest to take my drops, but I’m very busy with my volunteer work so sometimes I

forget. Don’t all your patients have this problem?”






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Virtuous qualities:

Ambitious

Stimulating

Enthusiastic

Dramatic

Friendly

“I trust you, Doc! Whatever you think I should do to lower my IOP, I

will do!”






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Recognizing the Personality Styles of Others:Ineffective Vignette

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People with an Amiable type:

Recognizing the Amiable Type


I feel

“I feel like I still see okay and have been managing just fine. All of the information that you gave me about surgery is very helpful but it’s a lot to consider. I just want to make sure surgery is

absolutely necessary.”

• Accept authority if other person is friendly and understanding

• Want to be accepted by others

• Tend to move slowly

• Avoid risk, preferring to stick with the comfortable and known

• Seek guidance when making a change

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Quiet

Does not vary voice much

Slow & steady pace

Quietly asks, “are you sure surgery is absolutely necessary?”






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Body language:

Leans back

Some facial expressions

Good eye contact






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Responsiveness:

Friendly & Responsive

Likes to converse on topics with which they are comfortable and familiar but tends to withdraw if they are not

knowledgeable about the topic.

“I may want to speak to some friends who have had cataract surgery first.”






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Listening pattern:

Good listener

Shows concern

Mrs. Waters nods her head and maintains eye contact as the

doctor speaks.






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Conforming

Unsure

Pliable

Dependent

Awkward

Mrs. Waters becomes hesitant and nervous as the technician motions for her to approach the A‐SCAN

device.






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Respectful

Willing

Dependable

Agreeable

“Thank you for spending so much time talking to me about the different types

of lenses. I agree that the one you recommended is the right choice.”

Virtuous qualities:






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People with an Analytical type:

Recognizing the Analytical Type


I think

“I’d like to think over my options before I make a final decision about

my treatment plan.”

• Appear to be cool and detached

• Are cautious about showing personal warmth

• Place more emphasis on facts and logic

• Are cooperative in their actions when given some autonomy

• Want to look at the facts in a systematic, accurate manner

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Quiet

Moderate pace with focus on details

Mrs. Day softly asks the doctor, “Can you please explain how this

new medication works?”






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Body language:

Leans back

Limited facial expressions

Limited eye contact and gestures






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Responsiveness:

May appear unresponsive

Reserved & Cautious

Upon hearing her glaucoma diagnosis, Mrs. Day does not

respond initially but then asks the doctor for more information to review on her own at home.






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Listening pattern:

Listens, but may appear as if they are not

Mrs. Day appears to be lost in thought after hearing that she has been diagnosed with glaucoma.






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Critical

Indecisive & Picky

Stuffy

Moralistic

“I have done some research regarding the medications you prescribed and I have some

questions for you regarding the side effects.”






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Industrious

Persistent

Serious

Exacting, Orderly

“After reflecting on the information that you provided and doing my own research,

I fully understand the seriousness of glaucoma and will take my medication as

directed.”

Virtuous qualities:






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Recognizing the Personality Styles of Others:Ineffective Vignette

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Lesson 2: ADAPT to Meet the Patient’s Needs

Assess your own type

Determine the types of others

Analyze patterns and characteristics

Plan and Practice to accommodate others’ needs

Treat others as they want to be treated

A

D

A

P

T

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Provider’s Guide to RecognizingDifferent Personality Types














• Adventurous

Tell

Ask



47 | ©2014 Novartis 8/14 PCM14048SK

Learning How to Adapt to theDifferent Personality Types

What should be done once the patient personality type is identified?

How can we successfully adapt our own personality type to meet the patient’s needs?

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Adapting Your Own Personality Typeto Meet Patient Needs

Tell

Ask

If You Are Driver:

• Listen• Cooperate in work relationships and

talk about others’ ideas• Avoid the temptation to answer every

question immediately • Learn to make social small-talk

If You Are Expressive:

• Consider the facts and others’ feelings • Center conversation less on self• Tone down emotional reactions by

presenting facts and defining goals• Talk more slowly and less during

stressful situations

If You Are Amiable:

• Initiate action, provide some direction, and stick to goals and objectives

• Limit the extent to which you pull others into your personal matters

• Keep communication more in line with business matters

If You Are Analytical:

• Take a stand and make a decision• Show support for others’ feelings• Show excitement and involvement

in a relationship• Talk personally with others about their

ideas and do not dwell strictly on technical and abstract subjects


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Flip Chart

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Provider’s Guide to Interacting With Different Personality Types

Tell

Ask

Task-focused People-oriented

Driving• Tell what first

• Focus on the present

• Be brief and efficient

• Get to the bottom line

• Allow them to make decisions based on

options provided

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Tell

Ask


Expressive• Tell who first

• Focus on the future

• Relax time constraints

• Show personal interest and involvement

• Give compliments and recognize accomplishments

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Tell

Ask


Amiable• Tell why first

• Focus on tradition

• Be easy and informal

• Detail how to achieve objectives, one item at a time

• Support accomplishments with personal attention

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Tell

Ask


Analytical• Tell how first

• Focus on past, present and future

• Stress facts and data

• Focus on detail and accuracy

• Be quietly patient while they evaluate the data

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Summary

• As the health care landscape continues to evolve, it has become increasingly important to optimize patient interaction to improve the patient’s experience of care and, ultimately, patient outcomes

• Improving patient-provider communication has been shown to have a positive impact on patient knowledge, adherence, health outcomes, and satisfaction

• By understanding your patient’s personality type and communication style, you can customize your approach to help ensure that:

– You understand the patient’s individual needs

– The patient understands and retains the information you’ve provided

• The Merrill-Reid Model offers a framework for understanding different patient styles, like body language and tone of voice, and responding appropriately

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STOP

CONTINUE

START

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Novartis Pharmaceuticals CorporationEast Hanover, New Jersey 07936-1080 ©2017 Novartis 4/17 T-PCM-1342851

Documents

Understanding Personality Types to Enhance Patient Engagement · 2018-04-04 · Understanding Friendly Supportive Peacemaker Sensitive Patient Compromising Agreeable Adaptable Considerate