HCC Quiz #1

Sender-Receiver

• Sender sends a message (nonverbal/verbal)

• Receiver sends feedback (nonverbal/verbal)

Communication Challenges

• Language and cultural barriers

• Distractions

• Psychological

• Personalities

• Lack of understanding

• Varying communication styles

• Conflict

• Lack of information verification

Feedback

A response to a person with the purpose of helping them become more effective

Feedback literacy

The capacity to seek, give, receive, process, and use feedback

What three skills intersect to develop feedback literacy?

Intrapersonal, interpersonal, experiential

Intrapersonal

Self-awareness, emotional intelligence

Interpersonal

Relational skills (verbal/nonverbal), active listening

Experiential

Feedback experience in personal and professional lives

4 types of feedback methods

Paraphrasing

Reflecting

Asking questions

Requesting for examples

Paraphrasing

Reword/rephrase the sender’s message and ask for confirmation

Reflecting

Prompts the sender to add more detail to the original message

Asking questions

Request clarification or more additional information

Requesting Examples

Can explain or clarify meaning

Patient’s Needs

Patients will differ in their preference for how they are

• approached

• listened to

• receive/gain the information

• make decisions

Speaking Skills

• Speak to age of the receiver

• Appropriate terminology

• Open-ended questions

• Slowly and clearly

• Eye-level

• Non-verbal is consistent with words

Listening Skills

• Show interest and concern

• Be alert and eye contact

• Avoid interrupting

• Pay attention

• Avoid planning a response

• See other person’s point of view

• Find a quiet/private location

• Watch facial expressions

• Ask for clarification

• Maintain a positive attitude

Only _ of adults are proficient in understanding health information

12%

Why is health literacy at risk?

• Reliance on written word for patient instruction

• Increasingly complex healthcare system

  • More medications

  • More tests and procedures

  • Growing self-care requirements

  • Esoteric language

Ineffective communication identified as a root cause for _ of all reported sentinel events in _

65%

1995-2005

Ineffective communication was among the top _ root causes of sentinel events reported in _

3

2010-2013

Key Aspects of Effective Communication

• Active listening

• Paraphrasing and clarifying

• Empathy

• Respect

• Genuineness

• Using touch

• Using silence

• Culturally sensitive