MIRA: Patient Care + Communication

What is the purpose of health professional’s communicating?

Gather Information about patient (medical history, current state, emotions)

Observe (patients emotions, reactions)

Gain Consent

Time management

Safety

What is the purpose of patient’s communicating?

Clarify the unknown

Convey Fear, Anxiety, Comfort/Discomfort

Gather Information about their care

Overlap between patient and health professional communication purpose

Gather Information

Positive treatment outcome and experience

Communication barriers

•Different languages

•Unfamiliar accents

•Stereotyping

•Expectations and prejudices

•Hearing what they expect to hear rather than what is actually said

•Cultural differences (use of eye contact, gender roles)

•Colloquialisms

•Non-verbal cues (body language)

Confidential Information

DOB

Name

Procedure/treatment

Confidentiality vs Privacy

Health professional are obliged to protect a patient’s confidential information

Privacy of individuals and organisations is protected by the Australian 1988 Privacy act

4 stages of initial patient interactions

*Provided they are fit and able to communicate adequately

1. Greetings and introduction

2. Student in MRS

3. Positive Identification Check

4. Patient Progression - Guiding a patient from A to B

Greetings and introduction

•Make eye contact

•Positive non verbal communication

•Warm, engaging tone of voice

•Be confident about what you are saying and doing

•Actively listen 

•Make patient feel comfortable

•Help patient with any needs (ask if they can walk)

•Give clear instructions

•Express a level of concern

Student in Medical Radiation Science

You need to indicate to the patient that you’re a student in MRS and ask if they’re comfortable with you conducting their procedure

Give enough room for patient to refuse without causing them uncomfortable (avoid public spaces)

Positive 3-Factor ID check

You need to check 3 factors of ID from patient before any procedure can start

ID factors: full name, DOB, procedure being conducted

Should be conducted in private area for confidentiality and patient comfort

Patient Progression - Guiding a patient from A to B

Give professional instructions to patient

Consider:

• what conversation you would engage in

• where you would position yourself when walking

• observations we need to make

• volume of speech

Healthcare professionals Obligations

Primary concern is patient

Collaboration

Empathy

Compassion

Effective communication

Quality and safety

Cultural awareness

Acknowledge and learn from errors

Informed consent

Patient gives permission for the procedure to occur after being given a full explanation of the procedure and in full knowledge of possible consequences.

Confidentiality in Informed Consent

Patients response to being asked if they’re are comfortable with the procedure occurring is confidential

Empathy

ability to appreciate how others feel/put yourself in their position

Types of Empathy

Cognitive

Compassionate

Emotional

Cognitive Empathy

Understanding how the other person feels and what they may be thinking

Emotional Empathy

Ability to feel what others are feeling

Compassionate Empathy

Feeling of needing to help another

Empathy benefits

• Enhanced Communication

• Improved Relationships

• Conflict Resolution

• Increased Emotional Intelligence

Empathetic Process

• Understanding: Understanding feelings

• Sharing: Sharing emotions

• Acting: Acting with compassion

How to develop empathy

• Active Listening Skills

• Perspective-Taking Exercises

• Cultivating Self-Awareness

patient care

services delivered by health professionals and non-professionals under professional supervision that benefit the patient

traditionally patients were mostly passive care recipients

Models of patient care

Professional-driven model - all decisions made by professional

Family-infused model - professional selects times for family involvement in decision-making

Professional-Infused model - family-driven process but with keen professional involvement for critical decision-making

Family-Driven model - family has full info access, work constantly focusd on family solutions

Patient-centred care

Patients and their families treated as partners in tevery level of healthcare

Patients are involved in their own healthcare management

Shared information

Informed consent

Patient-centred care Principles (from ACSQHC)

•Respect

•Choice

•Empowerment

•Patient involvement

•Access, support and information

•Appropriate

•Cost-effective

Patient-centred Care

Improves patient health outcomes and job satisfaction of the professional

Effective communication

information must be received and understood by someone in the way it was intended