Communication in Action and Becoming Part of a Healthcare Team

A comprehensive set of Q&A flashcards covering core concepts from the lecture on communication in healthcare, patient interaction, teamwork, professionalism, and leadership styles.

What is communication?

Exchanging messages between a sender and a receiver; success occurs when the receiver understands the sender’s message as intended.

Why is excellence in communication essential in health care?

Because larger delivery systems require intercommunication, payment systems are more complex, hospital time is shorter increasing the need for patient education, and patients need clear wellness information.

What are common stressors for patients during care?

Intimidation of the health care setting and fear/anxiety.

What is health literacy?

The ability of patients to obtain and process basic health information; professionals can help by using good communication skills.

What is therapeutic communication?

Effective health care communication aimed at meeting patients' needs; requires developing and applying communication skills.

List the six steps in the communication process.

Set communication goals; create message; deliver message; listen to response; offer feedback and seek clarification; evaluate encounter and revise if necessary.

What are examples of goals in therapeutic communication?

Gather information from patient; give instructions to patients; report information to coworker.

What goals should be included in every patient interaction?

Show sincere concern for the patient’s welfare; establish trust; enhance patient’s self-esteem.

What factors should be considered when setting communication goals?

Patient’s level of understanding; emotional factors; physical factors; urgency of communication.

How should you create a message for patients?

Base on information gathered and goal; avoid medical terminology; use simple/general language; be clear; organize long messages by ranking importance, giving overview then details, and breaking into chunks.

What are the types of questions used in patient communication?

Closed-ended; Open-ended; Probing; Leading.

What should you do when asking questions during patient communication?

Allow time for response; avoid leading questions or reword as needed; use humor carefully; listen.

How should you deliver messages to patients?

Address directly; use titles; ask how they wish to be addressed; avoid confidentiality breaches; maintain communication with patients who cannot respond.

What is nonverbal communication responsible for in meaning?

Delivers up to 70% of the meaning of an oral message.

What are components of nonverbal communication?

Tone of voice, touch, body language (gestures), facial expressions, physical appearance.

How can nonverbal communication affect interactions?

Conveys meaning, can shift the direction of interaction, and observing cues helps anticipate needs.

What environmental factors can affect message delivery?

Light source, sound distractions, privacy, focus on patient, and patient comfort.

What is active listening?

An active process requiring concentration, attention, and observation; avoid arguing; don’t focus on your own response.

What are types of feedback in communication?

Paraphrasing; Reflecting; Asking questions; Requesting examples.

What should you evaluate after a patient encounter?

Whether the communication goal was met; identify difficulties; continually evaluate.

How should communication differ across the lifespan (children, adults, older adults)?

Children: reduce fear, involve child in communication/decision-making, speak to child present. Adults: use teach-back to check understanding. Older adults: respectful tone, discuss difficult topics, include caregivers.

What are common communication barriers?

Cultural differences, language differences, defense mechanisms, physical distractions, pain.

How should you approach terminally ill patients?

Acknowledge loneliness and fears; allow discussion; help patient come to terms with death.

How should you communicate with patients who are in pain, medicated, or disoriented?

Identify yourself; speak slowly; maintain eye contact; use simple phrases; repeat as necessary; use touch if appropriate; schedule best time.

How should you communicate with patients with dementia?

Do not confront; use short sentences; distract or agree when they err; respond to feelings; offer suggestions, not corrections.

How should you support depressed patients?

Invite discussion of feelings; offer hope but do not push cheerfulness; allow for silence.

How should you communicate with anxious patients?

Remain calm; monitor anxiety; keep messages simple; stick to one topic; use feedback to check understanding.

How should you communicate with hearing-impaired patients?

Observe behavior; ensure face is visible; speak slowly and clearly; turn off noise; do not shout; announce subject changes.

How should you communicate with visually impaired patients?

Announce presence and identify yourself; explain procedures; give detailed oral instructions; tell when leaving; describe doors/obstacles if alone.

How should you communicate with speech-impaired patients?

Use pantomime and gestures; use drawings/pictures; write; use communication boards.

How should you manage angry patients?

Remain calm; do not respond in anger; do not argue; listen carefully and express concern; answer questions; seek help if needed.

What should you do if a patient does not speak English?

Empathize; smile if appropriate; determine if an interpreter is available; speak slowly and clearly; repeat in different words; use pantomime and gestures; write message.

What guidelines apply to telephone communication in health care?

Speak clearly; speak at a moderate rate; project warmth in your voice; give the caller a chance to speak; never chew gum or eat.

What is the process for delivering patient education?

Set educational goals; create instructional message; deliver instruction; listen to patient questions; check understanding; evaluate instruction.

What strategies improve group presentations in healthcare?

Clarify purpose and key points; determine audience needs; organize material and prepare notes; speak at a moderate rate; look at the audience.

Why is written communication important in health care?

Vital links between patients, professionals, and facilities; many kinds of documents; clear writing signals professionalism.

How should you handle gossip in the workplace?

Avoid gossip; explain unfairness; state it is inappropriate; change the subject.

What are key patient privacy guidelines?

Avoid speaking about patients in public; do not discuss patients in social conversations; do not discuss patients in front of them if they are not included.

What types of teams exist in healthcare?

Department teams (e.g., radiology); interdepartmental teams (e.g., interventional radiology, CT, Nuc. Med); small project groups.

What are the characteristics of an effective healthcare team?

Mutual support; diverse viewpoints; varied skills; coordinated work.

What four habits help develop teamwork?

Keep group goals in mind; listen actively; do your fair share; be flexible and willing to adapt.

What is the recommended mindset for going beyond the minimum in healthcare work?

Be enthusiastic and passionate; maintain a positive attitude; act as a problem solver; do more than expected; proofread and be efficient.

What does professionalism in healthcare include?

Professionalism, ethics, and working within the scope of practice; appearance matters; wellness practices.

What are standard uniform and hygiene guidelines in healthcare?

Clean, neat, wrinkle-free uniforms; well-fitted; compliant with policies; appropriate undergarments; name badge; closed-toe shoes; nails short/clean; minimal jewelry; hair tied back if long; tattoos covered per policy; natural hair color.

What are typical top traits of great healthcare workers?

Dependability; teamwork; willingness to learn; patience; enthusiasm; self-motivation; honesty; empathy; responsibility; competence; tact; accepting criticism.

How would you define reputation, morals, and integrity?

Reputation: how others view your character. Morals: knowing right from wrong. Integrity: doing the right thing even when no one is watching.

What is the essence of professionalism according to the quote included in the notes?

Professionalism is not the job you do, it's how you do the job.

What are the three basic leadership styles discussed, and a key feature of each?

Autocratic: leader makes quick decisions without input; Democatic: group input and ownership; Laissez-Faire: shared responsibility, encourages creativity but can lack direction.