9. Making Communication Work for You Flashcards
____ is… “the degree to which individuals have the capacity to
obtain, process and understand basic health information and services needed to make appropriate health decisions”
health literacy
Health Literacy incorporates a range of capabilities
• ____
• Comprehending & analyzing information
• ____ instructions, symbols, charts, diagrams
• Weighing risks & benefits
• Making ____
• Taking ____
reading
decoding
decisions
action
Factors that affect Health Literacy Skills \_\_\_\_ Language \_\_\_\_ Culture \_\_\_\_ to resources
education
age
access
How Health Literacy Affects You
____communication
informed ____
providing accurate ____ history
____ labeling, instructions, compliance
medical and insurance forms
understanding ____
patient/provider consent health rx drug co-paymentd
FACT:
Low Health Literacy is directly linked to poor ____ outcomes
Affects ____ of all American Adults Affects all ethnicities, races and classes
Experience more:
• Preventable hospitalization admissions
• Use of ____ services
• Chronic disease conditions
• Reports their health as poor
• Negative ____ effects
• Health disparities: heart disease, diabetes, obesity,
HIV/AIDS, oral disease, cancer deaths, low birth rate
• Higher healthcare costs (4 times higher)
• Higher mortality rates
Less:
• Education
• Income
• Use of ____ services
poor 50% emergency psychological preventive
Who is at the highest risk? • \_\_\_\_ adults • Racial & ethnic \_\_\_\_ • Less than high school diploma or GED certificate • Low \_\_\_\_ • Non-native speakers of English • Compromised \_\_\_\_ status
older
minorities
income
health
Use ____ language
- limit ____ (3-5 key points)
- be specific and concrete, not general
- demonstrate, draw pictures, use models
- repeat/summarize
- ____ (confirm understanding)
- be positive, hopeful, empowering
plain
information
teach-back
Factors that influence health communication
• ____
• Language: More than 300 languages are spoken in US
• Less than ____ have English as their first language
• Customs
• ____
• Perspectives
behaviors
60%
beliefs
Cultural Competency
Culture affects how people communicate, understand and respond to health information
Definition:
“The ability of health organizations and practitioners to recognize the ____, values, attitudes, ____, language preferences and health practices of diverse populations, and to
apply that ____ to produce a positive health outcome.”
cultural beliefs
traditions
knowledge
com·mu·ni·ca·tion noun \kə-ˌmyü-nə-ˈkā-shən\
: the act or process of using words, sounds, signs, or behaviors to express or exchange information or to express your ideas, thoughts, feelings, etc., to someone else
In everything that we do, we communicate…
Why do we communicate??
1. ____: desire to give and receive love
2. ____: desire to be social and be included in the group
3. ____: desire to influence the people and events in our lives
affection
inclusion
control
influence Keep \_\_\_\_ Follow the treatment plan Compliance Learn about \_\_\_\_ Pay for services Increase \_\_\_\_
What are other ways you influence your patients?
appointments
oral health
referrals
Paradigm
a model, a set of ____; it is the way we view the world
a frame of reference
A paradigm can affect the way we ____
Empathy and paradigms are formed from ____
assumptions
interact with other people
personal experiences
Paradigm Shift a shift occurs when:
a change occurs in the way we see a ____
usually comes with a smack in the head! The “ah-ha” moment!!
situation
What is your goal when you communicate??
interpret ____ and desires ____-centered treatment build ____
build rapport
create a ____ with your patient
needs
person
trust
partnership
How do we create a win/win experience for everyone?
listen, listen, listen
____ listening
____ communication Empathy
verbal communication
Remember: verbal communication is the ____ part of effective communication
only ____ of listener’s comprehension is based on the speaker’s words
active
non-verbal
smallest
7%
Active listening
5 Rules for active listening: 1) ____ for feelings
2) ____ to feelings
3) Listen for ____ content 4) ____ and restate
5) Note all ____
listen respond message paraphrase cues
Listening: o Being \_\_\_\_ o Selecting & organizing information o Interpreting communication o \_\_\_\_ o Remembering
mindful
responding
Obstacles leading to ineffective listening
Message \_\_\_\_ Message \_\_\_\_ Preoccupation Prejudgment Reacting to \_\_\_\_ loaded language Lack of effort Failure to adapt \_\_\_\_ style
overload
complexity
emotionally
listening
Forms of Non-listening \_\_\_\_ listening Monopolizing \_\_\_\_ listening Defensive listening \_\_\_\_ Literal listening
pseudo
selective
ambushing
\_\_\_\_ of All Communication is Non-verbal \_\_\_\_ tone of voice Facial expression \_\_\_\_ Body language \_\_\_\_ contact Rate and rhythm of speech Awareness of \_\_\_\_ differences
65% vocal gestures eye cultural
Combine Non-verbal & Verbal Communication
- Express ____
- Be direct
- Warmth conveys sincerity
- ____ is key to effectiveness
- Facial expressions show you care and you are interested in them
- Open ____, head up
- Maintain ____ contact
- Communicate so the patient understands
Remember: only ____ is actual words
honesty sincerity posture eye 7%
____ is…. a mutual sense of trust and openness between individuals that, if neglected, compromises communication.
rapport
____ is the capability to appreciate, understand, and accept another person’s emotions
empathy
E: M: P: A: T: H: Y:
eye contact muscles of facial expression posture affect tone of voice hearing the whole person your response
Emotional Intelligence (EQ)
Remember: EQ can be ____
I recommend that everyone take an Emotional &
Social Competence ____
learned
inventory
Establish the Clinician-Patient Relationship
Interviewing techniques: \_\_\_\_-ended questions Structured/direct questions Probing \_\_\_\_list questions Summarizing \_\_\_\_ Empathy Observation/reflection
open
laundry
silence
Treatment Planning \_\_\_\_ agreement High \_\_\_\_ rate if both parties do not agree Present diagnosis - Be \_\_\_\_ Present all options – only present those that are consistent with your standard of care 1. treatment of \_\_\_\_ 2. option 2, if applies 3. no \_\_\_\_ 4. \_\_\_\_
joint failure sensitive choice treatment referral
Treatment
planning, continued
Verify patient ____
Have ____ dialogue – discuss benefits, hazards, patient responsibility – don’t be in a hurry, give your time to your patient
Treatment decision – ultimately your ____ decision
Use caution in giving advice – make it their
____
Offer support for the decisions made - use ____ and ____
comprehension patients responsibility EQ empathy
Document, Document, Document
Document the completion of each step of the treatment planning process
Thorough treatment notes will save you time and ____ in the long run
Patient ____ / inform your patient
A patient who is well-____ is more likely to adhere to treatment and follow-up and report satisfaction with services.
headaches
education
informed
The reasons for Patient-Clinician related Malpractice Lawsuits:
- Inadequate ____ of diagnoses
- Inadequate explanation of ____
- Patient feels ____
- Clinician fails to understand the ____ of patient
- Clinician discounts or ____ views of patients or relatives
- Patients feel ____
explanations treatment ignored perspective devalues rushed
