Health Care Communication — Chapter 5 Notes
Health Care Communication — Chapter 5 (Notes)
Key Terms
body language: Nonverbal communication conveyed through body movements, facial expressions, gestures, and posture.
channel of communication: The medium by which a message is sent.
chronologic(al) organization: Organizing written information by sequencing events from earliest to most recent.
clarification: Asking for examples to make confusing information clearer.
communication: An exchange of information, essential for assessment, diagnosis, treatment, and documentation.
comparison organization: Organizing written information by comparing two or more items.
feedback: Evaluation by the receiver and sender to verify understanding.
kinesics (ki-NĒ-siks): The study of body movements, facial expressions, gestures, and eye movement as nonverbal communication.
message: The information that the sender conveys.
non-language sounds: Vocalizations (sighs, grunts) that convey meaning without being words.
paraphrasing: Restating what one has heard in one's own words to verify understanding.
problem-oriented organization: Organizing written information by identifying a problem, its causes, and potential treatments.
proxemics (präk-SĒ-miks): The study of personal space and distance between people during interaction.
reflecting: Repeating back patient statements using open-ended prompts.
source: The person who transmits the message (sender).
signal/communication channel: The medium through which a message is transmitted.
data: Information gathered, especially in patient interviews, for recording and reporting.
The Communication Process
Definition and significance
Communication is an exchange of information essential throughout health care for assessment, diagnosis, treatment, and documentation.
Poor communication can lead to errors and negative outcomes.
Core elements
Sender, Message, Receiver.
Feedback (optional): verifies understanding.
Flow of communication
Sender transmits the message, receiver interprets it, roles can switch, and feedback clarifies understanding.
Channel of communication
The medium by which a message is sent (speaking, sight, touch).
Communication Modes
Three most common modes
Verbal (spoken or written words).
Nonverbal (body language, eye contact, facial expressions).
Written (charts, letters, instructions).
Language sensitivity and context
Cues reflect background, culture, age, and education; medical terms can be misinterpreted by patients.
Verbal Communication
Guidelines: Use polite tone, proper English, speak respectfully, avoid technical jargon with patients.
Tips: Speak clearly, concisely; maintain calm, respectful tone; convey accurate information; encourage patient openness; use mild humor.
Nonverbal Communication (Body Language)
Conveys messages without words; includes kinesics, proxemics, touch, and eye contact.
Guidelines: Maintain appropriate personal space, posture, and eye level; observe patient’s nonverbal cues; use appropriate gestures and touch.
Proxemics: Personal space norms vary by individual, gender, and culture (e.g., 4 ext{ ft} to 7 ext{ ft} with strangers in many Western contexts).
Seeing Eye-To-Eye
Eye contact meanings differ across cultures (e.g., direct eye contact signals honesty in U.S., but can be disrespectful in some Asian/Native American cultures).
Assertive Communication
Goal: Open, honest, direct, using "I" statements.
Components: Empathy, describing feelings, clarifying expectations, anticipating consequences.
Demeanor: Confident posture, eye contact, clear "I" statements, honest sharing.
Active Listening
Critical for correct message interpretation.
Guidelines: Give full attention, do not interrupt, observe body language.
Digital Communication
Provides efficiency but should not replace in-person conversations for sensitive information; important information should be relayed via phone or in person.
Written Communication
Importance: Clear, accurate writing in patient records and communications.
Types: Agendas, letters, patient charts, reports, instructions.
Quality: Must be concise, accessible; grammar and spelling are crucial (e.g., mucus vs mucous).
Abbreviations and Symbols: Use approved lists; spell out in formal documents.
Numbers: Spell out 1–10; use numerals for units (e.g., 5 mg); avoid spelling out obstetric notation.
Organization: Chronological, problem-oriented, or comparison schemes.
Accuracy: High accuracy required due to permanent records and legal implications.
Patient Communication and Education
Patient interviews: Gather new patient information and update existing data, conducted in private.
Basic Interview Techniques: Reflecting, paraphrasing, clarification, open-ended questioning, summarizing, using silences.
New vs. Established Patient Interviews
New: Collect comprehensive medical, family, social histories, and medications.
Established: Review chart, update health info, confirm medications and allergies.
Patient Education Process (five steps)
Assess, Plan, Implement, Evaluate, Document.
Community Resources
Determine useful resources, create/update a contact list, provide printed lists, offer to make first contact, document in chart.
Medication Education and Pictograms
Provide clear, concise, written instructions; use pictograms; encourage questions and confirm understanding.
Recording and Reporting
Accurate documentation is essential for consistent, safe care.
Confidentiality: Patient information secured by HIPAA.
Telephone communications: Record accurately.
Confidentiality and HIPAA
Tips: Do not discuss patient problems publicly; protect patient names; destroy notes; document interactions.
Communication Challenges
Barriers: Medical terminology, distractions, language barriers, hearing impairments, cognitive difficulties, emotional factors, grief.
Overcoming: Speak in quiet areas, use interpreters, face hearing-impaired patients, allow emotional expression.
Telephone Manners
Crucial for a positive image.
Guidelines: Answer promptly, identify yourself/office, speak politely, ask permission before placing on hold.