Communication

Communication in Health Care

Process of exchanging messages between healthcare workers, patients, patient’s families, students/visitors, administrators and business contacts

Verbal Communication

Use of language and words

Most effective form

Goals of verbal communication

Establish rapport

Obtain information from patients

Confirm understanding

Relay information to other healthcare workers

Give instructions to patients

Tone of Voice

Expresses speaker’s feeling

Patients can pick up on fear, agitation, calmness, and confidence

Adjust tone of circle appropriately to the situation

Language Choice

Translate medical terminology into more common terms

At the same time, health care workers must avoid talking down to patients by over simplifying their language

They should also be careful to pronounce their words and avoid mumbling

Therapeutic Communication

Patient-centered communication in which the patient is looked at as a person

Improves patient satisfaction and improves health outcomes

Ways to use therapeutic communication

develop a rapport

Speak clearly and slowly

Introduce yourself

Use language the patient can understand, and avoid medical jargon, codes, and abbreviations

Show leadership but do not be imposing or give advice

Be honest with the patient

Use open ended questions

Use closed question when specific info is needed

Ask one question at a time

Do not interrupt

Allow the patient enough time to answer a question before asking the next one

Listen carefully to what the patient says

Allow the patient to ask questions

Allow the patient to express their concerns or feeling

Be empathetic

Ask the patient for permission before performing a procedure

Tell the patient what you plan on doing

Apologize for any necessary discomfort or pain

Be aware of your non verbal communication

Written communication

Form of verbal communication

Allows writer time to research and to organize thought

What are some requirements for written communication

be accurate and clear

Be brief with logical organization

Be free of grammar, spelling, and punctuation errors

Use appropriate vocabulary

Questions to ask when selecting the correct form

would the message be better delivered orally

Does the message require a written record

What format

What is often used in the health care industry

written memos

What are the standard parts of a written memo

To:

From:

Date:

Subject:

body

What are the five Ws

Who is the audience

What is the purpose of the message

Why is the message important

When did or will the event invite

Where did or will the event take place

Nonverbal communication

Used in addition to or as a substitute for language

What is included in nonverbal communication

Eye contact and facial expressions

Gestures and body language

Physical appearance

Touch

Proximity

What does direct eye contact send

a powerful and positive message

Body language

using bodies instead of words

Posture can convey a message

Why do Uniforms matter

uniforms send a message that they belong to the healthcare field

Touch non verbal communication

touch can communicate many things but it can also be missinterpreted

By conscientious to touch patients with only kindness and respect

Proximity

Physical space between people

Includes: Distance, height, Odor

What becomes required when patient proximity becomes and issue

Sensitivity and professionalism

What is communication

a process

Sender

person who encodes or gives information

Receiver

the person who decodes or accepts the information

The message

the information that is being communicated

What are some active listening skills

show interest

Be alert

Maintain eye contact

Avoid interrupting

Pay attention

Avoid thinking ahead for a response

Try to ignore personal prejudices

Ignore distractions by moving to a quiet place

Watch the speaker closely for nonverbal contradictions

Maintain a positive attitude

Restatement

involves repeating the message back to the sender in the receiver’s own words

Reflection

Involves responding with empathy

Clarification

Occurs when the receiver ask questions to get a more concise explanation or to clear up any confusion about the message

What are some other effective communication skills

be conscious of your own body language

Avoid any display of anger

Speak slowly, softly, and clearly

Laymen’s terms

Simple everyday language

What are some acceptable attitudes and behaviors

Courtesy

Respect

Sensitivity To boundaries

Empathy

Courtesy

being polite, gracious, helpful, and considerate

Overcome personal and other issues unrelated to the job

Respect

Approach another person with a feeling of esteem or regard

Theme in any study of communication in health care

Without proper respect, communication can quickly veer towards failure

Sensitivity to Boundaries

The ability to recognize and observe the emotional and physical limits of others

Sensitivity

The ability to see and appreciate the personal traits of others

Empathy

ability to share someone else’s feelings or emotions

Who is especially in need of empathy

patients who are lonely or facing serious surgeries or terminal illnesses

Diversity

Put aside all personal and cultural bias

Treat all people fairly, equally, and with sensititivy

What does diversity include

Race

Gender

age

Ethnicity

Socioeconomic status

Occupation

Health status

Religion

Sexual orientation

Constructive criticism

can build people up and inspire them to do better

Non-constructive criticism

serves only to tear people down and discourage them

Accepting constructive criticism

appreciate it

Avoid making excuses, getting angry, and blaming others

Giving constructive criticism

put yourself in the other person’s place

Choose words carefully and speak kindly and considerately

Allow the other person a moment to accept what is said

What do healthcare workers have to put aside when communicating

their personal prejudice

Chain of communication pattern

moves from one person to another

Wheel of communication pattern

main person tells everyone else

All channel communication

everyone tells everyone

When does conformity occur

when individuals change their opinions or beliefs to match that of their group

Is conformity bad or good

bad when is causes people to go against their own beliefs and values

Good when people conform to behave appropriately in the professional atmosphere

In meeting situations what must group members do

be prepared

Use active listening skills

Focus on the discussion

Share relevant ideas

Respect others

Follow through with assignments

How should you give directions

Keep instructions simple and brief

Give directions in a logical and chronological order

Adjust language and complexity to the patient’s ability

Have the patient restate

Correct any misunderstanding

Following directions

be diligent

Ask questions

Take notes

Follow through