Clinical encounter between patient and physician regarding the results of a chest computed tomography scan
| SPEAKER | VERBAL ACTION | NONVERBAL ACTION |
|---|---|---|
| FP | “The scan showed an abnormality.“ | |
| Patient | “An abnormality?” | Her voice trembles a bit (the first cue indicating possible fear) |
| FP | “Yes, it’s a nodule.” | Speaking directly, he provides information |
| Patient | “Is it cancer?” | Her face has lost all expression (another cue indicating her concern) |
| FP | “I can’t tell from the image. You will have to see a pneumologist right away for a bronchoscopy.” | He does not acknowledge her concerns at all and provides only technical information |
| Patient | “A bronchoscopy?” | She repeats the information. She becomes pensive (a cue that she has difficulty processing the information) |
| FP | “Yes, to see inside your bronchi and take a sample.” | He provides information with a matter-of-fact attitude |
| Patient | “So it can be serious?” | She has an increasingly worried tone |
| FP | “I can’t say without the results of the tissue analysis.“ | He provides information with a matter-of-fact attitude |
| Patient | “Ok, so what do I have to do now?” | She gives a cue indicating she did not understand the information presented |
| FP | “Well, as I just told you, I will arrange an appointment with the specialist. I will see you again after your tests. Goodbye.” | He misses an opportunity to be empathetic, and expresses some impatience at her failure to understand the explanations given |