1. Happiness is…… Goodfellow Symposium 2012 Dr Liza Lack National Clinical Leader GPEP2

2. General Practice “GENERAL PRACTICE IS THE EASIEST JOB IN THE WORLD TO DO BADLY, BUT THE MOST DIFFICULT TO DO WELL.” PROFESSOR SIR DENIS PEREIRA GRAY

9. Communication You are working in a busy practice and are happy there. There is a chance of partnership later. One of the patients whom you have got to know well tells you that she overheard one of your receptionists (who is a close friend of your wife) talking about her medical history in the supermarket. The patient is very upset about it and is thinking about making a complaint to the Health and Disability Commissioner.

10. Communication The issues Possible complaint Relationship with patient Relationship with receptionist Relationship with other staff Relationship with wife Relationship with possible future partners

11. Communication Solutions Listen - listen - listen Acknowledge - acknowledge - acknowledge Inform - inform - inform

12. Communication Solutions SHARE – Partners; MPS; peers - Someone will have been here before you Don’t take it all on yourself When you get home use your communication skills sign post “I have had a difficult day today I cannot talk to you about it I am sorry but bear with me if I seem exhausted”

13. Clinical Expertise You have been trained to insert coils and would like to provide that service for the patients of your practice. What are the self care issues? How will you proceed in a way that promotes self care?

14. Clinical Expertise The issues Protected time Referral pattern Training nurses Evaluation Adequate equipment Adequate sterilisation Adequate training budget to keep up to date Who provides the service - now do you need to talk to them?

15. Clinical Expertise Promoting self care Talk to the partners Talk to the nurses Review your equipment needs Set up a protocol for all aspects including evaluation Share with peers, partners, family planning - someone will have done this before Plan and be clear about your needs before you proceed

16. Professionalism You have integrated well into your community and have started to coach a soccer team. One of the mums keeps asking you medical questions on the side line relating to her health. What are the self-care issues? How will you proceed in a way that promotes self-care?

17. Professionalism The issues Do I want to be a doctor when I am trying to be a parent? How does my child/ partner feel about this? What about confidentiality? Is this going to lead to further inappropriate behaviour? Promoting self-care Share - someone will have been there before Draw boundaries and stick to them Deal with it in a discrete manner (ask the patient to see you at the surgery and then discuss the boundaries there)

18. Scholarship You have spent the first few months in the practice getting your feet under the desk. The partners want you to take on the role of the travel clinic. What are the self-care issues? How will you proceed in a way that promotes self-care?

19. Scholarship The issues What training do I need? Who is going to pay for it and how do I get it? How will I make the time? How is this going to affect my current patient list Do we have the equipment ? How will we evaluate the service? How do the rest of the practice team feel about this - are you going to become a battering ram?

20. Scholarship Promoting self-care Share - you will not be the first person who has done this Discuss with nurses Discuss with family about how you might make it work Apply for funding from organisations like the College, your ex university, PHO etc Do the diploma university course

21. Context of General Practice A new surgeon sent out a hello notice to your practice. What are the self-care issues? How will you proceed in a way that promotes self-care?

22. Context of General Practice The Issue How will I know if he is good with patients? Promoting self-care Ask him for coffee Get feed back from colleagues

23. Staying happy and healthy!

24. Liza’s Top Tips!

25. General Practice “GENERAL PRACTICE IS THE EASIEST JOB IN THE WORLD TO DO BADLY, BUT THE MOST DIFFICULT TO DO WELL.” PROFESSOR SIR DENIS PEREIRA GRAY

26. Go Well – Be Happy “SUCCESS IS NOT FINAL, FAILURE IS NOT FATAL: IT IS THE COURAGE TO CONTINUE THAT COUNTS.” SIR WINSTON CHURCHILL