Patients’ Emotional Talk During Surveillance Cystoscopy for Non-muscle Invasive Bladder Cancer: Opportunities for Improving Communication

Abstract

ObjectivesTo examine the emotional communication that takes place between patients and healthcare providers (HCPs) during surveillance cystoscopy for non-muscle invasive bladder cancer (NMIBC). MethodsParticipants were 57 patients with a diagnosis of NMIBC attending for surveillance cystoscopy and 10 health care professionals (HCPs). Cystoscopy procedures were audio-recorded and transcribed verbatim. Two approaches to analysis of transcriptions were undertaken: (1) a template analysis; and (2) Verona Coding Definitions of Emotional Sequences. ResultsCommunication during cystoscopy generally comprised of ‘social/small talk’, ‘results of the cystoscopy’ and ‘providing instructions to the patient’. Emotional talk was present in 41/57 consultations, with 129 emotional cues and concerns expressed by patients. Typically patients used hints to their emotions rather than stating explicit concerns. The majority (86%) of HCPs responses to the patient did not explicitly mention the patient’s emotional concern or cue. Urology trainees were less likely than other HCPs to provide space for patients to explore their emotional concerns (t=-1.78, p<0.05). ConclusionsEmotional communication was expressed by the majority of patients during cystoscopy. While all HCPs responded to patients’ emotional communication, there were a number of missed opportunities to ‘pick-up’ on patients’ emotional cues and improve communication. Urologists need to be aware of the nuances of patients’ emotional communication. Learning to identify and respond appropriately to emotional cues may improve communication with patients.