Basic Communication

Communication

Process of exchanging messages.

Verbal Communication

Use of language and words for interaction.

Goals for verbal communication in a health care setting

1. Establish rapport 2. Get information from patients 3. Confirm understanding 4. Relay information to other health care workers 5. Give instructions to patients

Emotions relayed through tone of voice

Sadness, cheerfulness, anger, boredom, fear, confidence, calmness, agitation.

Lay terms

Everyday language that patients can understand.

Therapeutic communication

Patient-centered communication that improves patient communication and health conditions.

Benefits of written communication

1. Allows time to research and organize thoughts 2. Patients have time to think before sending a response.

Uses of written communication

1. Messages and orders 2. Test results 3. Notes in patient charts 4. Informed consent documents 5. Procedures and policies 6. Patient education material 7. Surveys 8. Letters and memos.

Memos

Used for internal communication within an organization.

Standard parts of a memo

1. To: 2. From: 3. Date: 4. Subject: 5. Body.

Methods of Nonverbal Communication

1. Eye contact 2. Facial expressions 3. Gestures/body language 4. Physical appearance 5. Touch 6. Proximity.

Sender

Person who gives the information.

Receiver

Person who accepts the message.

Message

Information being communicated.

Frame of reference

Receiver’s point of view.

Feedback

Response from the receiver.

Culture

Values, beliefs, and customs.

5 W’s of an email

1. Who 2. What 3. Why 4. When 5. Where.

SOAP

Framework for patient assessment: S: Subject, O: Objective, A: Assessment, P: Plan, E: Evaluation.

Restatement

Repeating something to the patient in different words.

Reflection

Repeating with empathy.

Clarification

Receiver asks questions for better explanations.