Communication Notes
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What is communication?
Exchanging messages between sender and receiver
WHen is communication considered successful?
when the reciever understand the sender’s message as intended
why is excellence in communication essential in healthcare?
increase in size of delivery system (need for intercommunication) more complex payment systems decrease in time spent in hospitals (importance of pt education) shift in cause of death to health disease, cancer, COPD and stroke (Pt need clear info abt wellness and healthy lifestyles)
What is important in communication for pt well-being?
need for respect, understanding individual pts and their needs, good communication to increase pt recovery, understand stressors for pt (intimidation of healthcare setting + fear & anxiety)
Poor communication can lead to _________
fatal errors
Health literacy:
ability of pt to obtain and process basic health info
How can healthcare professionals help ppl become health literate
by using good communication skills
What is therapeutic communication?
effective healthcare communication aimed at meeting needs of pts requires developing and applying communication skills
What are the steps in communication process?
• set goals • create message • deliver message • listen to response • offer feedback and seek clarification • evaluate encounter (revise message if needed)
What is important in therapeutic communication?
must be clear and accurate decide what is to be accomplished
Examples of communication goals?
Gather info from pt give instructions to pt report info to coworker
What are the needed goals in every pt interaction?
show sincere concern for pts welfare establish trust enhance pts self-esteem
Factors to consider when setting goals?
pt level of understanding emotional and physical factors urgency of communication
What should you do when creating a message?
Create message based on info and communication goal avoid med term with pt (use general and/or simple language) must be clear and accurate organize long message (rank based on importance, first overview then details, break info into chunks)
Types of question messages?
close-ended (answered with 1 word or phrase) open-ended (more than 1 word answer) Probing (asking for more info) Leading (question includes possible answer)
What should you do when asking a question?
allow time for response take care with leading questions (pt may just agree with u) reword questions when needed
When is humor appropriate?
helps relieve tension can promote open discussion of sensitive issues
Pt may joke to _______
mask fear - listen carefully bc pt may need help dealing with fear
Examples of nonverbal communication?
Tone of voice, touch (can be reassuring but use with care), body language
Examples of body language
gesturing (positive or negative) (smiling, crossing arms, rolling eyes) facial expressions (avoid showing neg reactions) Physical appearance of healthcare professionals (can demonstrate competence and regard for pt)
Factors of physical environment to consider
light source, sound distractions, privacy, focus on pt, pt comfort
What are the parts of listening?
active process - concentration, attention, observation
We should listen to ________ rather than to respond
understand
What is feedback?
method for sender to check receivers interpretation of the message