Effective communication

5 step communication process

1. sender has an idea

2. sender encodes idea in message

3. message travels over a channel

4. receiver decodes the message

5. receiver understands and sends feedback

expressive tone

spontaneous emotional uninhibited (socialization)

directive tone

authoritative and judgmental (giving orders)

problem solving tone

rational, objective, unbiased (paramedic)

empathy

understanding what others are feeling

sympathy

acknowledging what someone is feeling and providing comfort

how to build trust with patient

• use their name

• introduce yourself

• control emotions

• respect them

• listen to them

• watch your tone

therapeutic conversation

any conversation between healthcare professional and patient to help the patient

purpose of therapeutic conversation

1. collect information

2. provide feedback

3. assess behavior of patient and if necessary modify behavior

four strategies to avoid miscommunication

1. communicate in parallel, not in a chain (telephone game)

2. right info at the right time

3. use technology

4. close the loop: follow up after care

what place do medical errors rank on causes of death

in the united states it ranks #5

how many people die per year due to medical errors in the US?

between 44000 and 98000 people die per year in US hospitals due to errors