Communication

Communicate with Person with Intellectual Disability

•       Before speaking, get the person’s attention by using their name or making eye contact

•       Keep your questions and answers simple and easy to understand

•       Consider your body language, as the person may rely on visual cues

•       Communicate using visual aids (e.g. diagrams or pictures) if required

•       Be prepared to repeat or rephrase information if necessary

communicate with people with physical disabilities

•      Talk to people with disability like you would any other person. Use an age-appropriate tone and treat adults like adults.

•       Speak directly to the person instead of their carer, interpreter or others present.

•       Try rewording instead of repeating if the person is having difficulty understanding you.

•       Ask the person if they would like help before offering assistance. Respect the person’s wishes if they reject your offer - your help may not be wanted or needed.

•       Never touch, push or move a person’s mobility aid without permission

•       If the person uses a wheelchair, sit down so that you can communicate at eye level.

1.   Identify types of information technology used in health care and discuss how they are used

EHR Electronic Health Records: Store patients’ health information electronically.

CPOE Computerised Provider Order Entry: allows physicians to write all orders online, replacing traditional paper-based methods. 

Electronic Medication Management: Used to record, prescribe, administer and monitor medications electronically.

My Health Record gives access to key health information, such as : immunisation history, pathology and diagnostic imaging reports, prescription and dispensing information, hospital discharge summaries., Linked to additional government services e.g. Centrelink

Discuss the NMBA social media guidelines

1 Protect patient privacy and confidentiality

2 Maintain professional boundaries

3 Communicate respectfully and professionally

4 Provide accurate and evidence-based information

5 Protect the reputation of the nursing profession

6  Understand that social media is not completely private

7  Separate personal and professional use appropriately

8  Follow the National Law and NMBA standards

1.   Describe how a therapeutic environment can be created for the patient

o  Provide a safe environment.Keep the environment clean, comfortable and quiet.

o  Create an environment where the patient feels safe, respected and supported.

o  Maintain privacy and dignity. Maintain confidentiality.

o  Respect the patient's culture, values and beliefs.

o  Promote the patient's independence and choice.   Encourage the patient to express their needs and concerns.

o  Show respect and empathy.

o  Involve family/support people when appropriate and with consent.

1.   Which communication techniques can be used to help a patient develop trust in you

1.   Active Listening: Give the patient your full attention. Nod, avoid interrupting, and paraphrase their concerns to show you understand.

2.   Non-Verbal Communication: Maintain open body language. Keep an uncrossed posture, make comfortable eye contact, and sit at the patient's eye level where possible.

3.   Empathy and Validation: Acknowledge the patient's feelings and fears.

4.   Clarity and Honesty: Use plain English and avoid heavy medical jargon. Explain procedures clearly and be honest about what to expect.

5.   Involvement in Decisions: Partner with the patient in their care.

6.   Cultural Responsiveness: Practice cultural safety. Listen carefully to the patient's cultural background, preferences, and values, particularly when working with Aboriginal and Torres Strait Islander peoples.

7.   Consistency and Reliability: Follow through on your promises. If you tell a patient you will check a test result or return in ten minutes, make sure you do it.

purpose of the NQHS Standard 6 Communicating for safety

Purpose of Standard 6

This standard recognises that effective communication is needed throughout a patient’s care and identifies high-risk times when it  is critical. It describes the systems and processes to support effective communication:

• at all transitions of care

• when critical information emerges or changes

• to ensure correct patient identification and procedure matching

• to ensure essential information is documented in the patient’s healthcare record

Core Principles

The main principles of the standard include:

1  Clinical governance and quality improvement

• Healthcare organisations should have policies, procedures and training that support effective clinical communication.

• Communication processes should be monitored and improved when problems are identified.

2  Correct patient identification and procedure matching

• Patients must be correctly identified before care, treatment or procedures.

• This helps ensure the correct patient receives the intended care.

3  Communication during clinical handover

• Important patient information must be communicated when care is transferred between healthcare professionals, teams, departments or organisations.

• Structured handover helps ensure important information is not missed.

4  Communication of critical information

• Changes in a patient's condition, risks, alerts or other critical information should be communicated promptly to the appropriate healthcare professionals.

• This allows appropriate action to be taken quickly.

5  Documentation of information

• Important information must be documented accurately, completely and promptly in the patient's healthcare record.

• This includes critical information, risks, reassessments, outcomes and changes to the care plan.

6  Patient and family involvement

• Patients, carers and families should be appropriately involved in communication about care.

• Communication should meet the patient's information needs and support shared decision-making.

How to work with an interpreter

1.   Introduce yourself and your interpreter.

2.   Don't ask the interpreter to fill in forms for patients.

3.   You may need to brief your interpreter prior to the interview, e.g. patients with a speech impairment, psychiatric problems or serious injuries in the Emergency Department.

4.   Allow extra time for the interview.

5.   Use plain English -avoid medical jargon where possible.

6.   Avoid using abbreviations, slang, and sayings, as these are very difficult to interpret.

7.   Sit or stand facing the client with the interpreter about half way between you to form a triangle. This will encourage eye contact between all parties. If there are more than three people, adapt the seating arrangement.

8.   Speak directly to the client, e.g. "How are you?" instead of saying to the interpreter "Ask him how he is."

9.   Use short sentences. Speak one or two sentences at a time so the interpreter can remember and interpret accurately.

10.                  Maintain control over the interview.

Identify how to access an interpreter

You can access a free medical interpreter in Australia by calling the Translating and Interpreting Service (TIS National) on 131 450 or by asking your doctor, clinic, or public hospital staff to arrange one for your appointment

1.   Which communication skills could be used to effectively interview a patient

1  Open-ended questions – encourage the patient to provide detailed information.

2  Closed questions – obtain specific information.

3  Clarification – check that you understand what the patient means.

4 Paraphrasing – repeat information in your own words to confirm understanding.

5 Summarising – review the main information provided by the patient.

6  Active listening – listen attentively and avoid interrupting.

7  Appropriate silence – allow the patient time to think and respond.

8  Observation of non-verbal communication – notice facial expressions, posture and behaviour.

9  Use clear, simple language and avoid unnecessary medical terminology.

10  Check understanding – confirm that the information has been understood correctly.

1.   How does social conversation support patient care

1       Builds rapport : Helps the nurse and patient become familiar and comfortable with each other.

2       Develops trust Friendly and respectful conversation can help patients feel more comfortable talking to the nurse.

3        Reduces anxiety Light conversation can distract patients from stress, fear or discomfort, particularly during hospitalisation or procedures.

4       Helps the patient feel valued Showing genuine interest in the patient can help them feel respected and cared for as an individual.

5       Encourages communication When patients feel comfortable with the nurse, they may be more willing to discuss their symptoms, concerns or needs.

6       Supports emotional wellbeing Social interaction can reduce feelings of loneliness and isolation and provide emotional support.

1.   Identify strategies to facilitate a group meeting ensuring all members are heard and feel comfortable in contributing

1.   Create a respectful and safe environment

o   Treat all members with respect, regardless of their role or level of seniority.

o   Encourage a non-judgemental environment where people feel comfortable expressing their views.

2.   Set clear expectations at the beginning

3.   Provide an opportunity for everyone to speak

o   Invite each team member to contribute. Give quieter members an opportunity to share their views.

4.   Actively listen

o   Pay attention to what each person says. Avoid interrupting. Clarify information when something is unclear.

5.   Use inclusive communication

o   Use clear, respectful and professional language.

o   Avoid unnecessary medical jargon, particularly when communicating with patients and families.

6.   Involve the patient and family

o   Ask the patient about their preferences, concerns, goals and needs.

o   Give the patient an opportunity to ask questions and participate in decisions about their care.

7.   Respect different professional perspectives

o   Recognise that different members of the MDT have different knowledge and expertise.

o   Encourage collaborative discussion rather than one profession making all decisions.

8.   Summarise and confirm decisions

o   Summarise the main points discussed and agreed actions.

o   Confirm who is responsible for each action and when it should occur.

o   Check that everyone understands the plan.

9.   Maintain privacy and confidentiality

• Discuss patient information only with appropriate members of the healthcare team.

• Conduct meetings in a private environment.