Practice Set 3: Communication & Empathy Scenarios

Communication and empathy are at the heart of the SJT. The NHS Constitution explicitly values compassion, and the GMC expects doctors to communicate clearly and sensitively with patients, families, and colleagues. These scenarios test whether you can balance professionalism with genuine human connection.

SJT communication questions often involve breaking bad news, dealing with an upset or angry patient, explaining a mistake, or navigating a situation where a patient does not fully understand their treatment. The correct answer is almost always the one that acknowledges the person's feelings, provides honest information, and avoids being dismissive or paternalistic.

Empathy in the SJT does not mean agreeing with everything a patient says. It means demonstrating that you have heard them, understood their perspective, and responded with respect. A response that says "I understand this must be frustrating for you" before addressing the issue is almost always rated more highly than one that jumps straight to a clinical solution.

Remember that the SJT uses partial credit scoring across Bands 1 to 4, so even a slightly empathetic response scores better than a completely tone-deaf one. When ranking responses, place the most empathetic and professionally appropriate option first.

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Quick-Reference Decision Framework

Situation	Best Response	Why
Patient is angry about waiting times	Acknowledge their frustration, apologise, and explain	Empathy de-escalates; defensiveness escalates
Patient does not understand their diagnosis	Use clear, jargon-free language and check understanding	Informed consent requires genuine comprehension
Family member asks for information the patient has not consented to share	Explain confidentiality sensitively	Patient autonomy overrides family wishes
Colleague is upset after a difficult shift	Listen actively and offer practical support	Peer support is part of professional culture
Patient refuses treatment	Explore their reasons respectfully without pressuring	Autonomy must be respected when the patient has capacity

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Focus for This Practice Set

In the following questions, look for the response that acknowledges emotion before solving the problem. The SJT consistently rewards answers that show you understand the human side of healthcare, not just the clinical side.