Chapter 2 Flashcards
Verbal communication
Use a spoken or written words. Oral reports are an example
Nonverbal communication
Communicating attitudes or emotions without using words.
Examples include:
body language movements
facial expression
posture
Deciding what to report
Anything that endangers residents including:
Falls
chest pain
severe headache
trouble breathing abnormal pulse, respiration, or blood pressure
change in mental status sudden weakness or loss of mobility
fever
loss of consciousness
change in level of consciousness
bleeding
swelling of a body part
change in general condition
bruises, abrasions, or other signs of possible abuse
Different languages (resident’s rights)
Speak in a language that residents can understand or find an interpreter. Picture cards and gestures can help with communication. CNAs should not use a different language when speaking with staff in front of residents
Ask a resident for more information
When they report symptoms, events or feelings. Have them repeat what they have said. Ask open-ended questions that need more than a yes or no answer.
Example: “did you sleep well last night?” should be replaced with “Can you tell me about your night and how you slept?”
Encourage the resident to offer facts and details.
Tips for proper communication
Always greet the resident by his or her preferred name (use first names only if asked to do so)
Identify them
Focus on the topic to be discussed
Face the resident while speaking and avoid talking into space
Talk with the resident, not other staff members while giving care
Listen and respond when the resident speaks
Praise the resident and smile often
Encourage the resident to interact with you and others
Be courteous
Tell the resident when you are leaving the room
Objective information (signs)
Based upon what a person sees, hears, touches or smells
Example: “Mr Hartman is holding his head and rubbing his temples.”
Symptoms
subjective information
Are based on what the resident reports (that may or may not be true.)
Example: “Mr Hartman says he has a headache”
An example of clear reporting of symptoms
“Mr Scott reports pain in left shoulder”
Senses used together information
Sight
hearing
touch
smell
Sight
Look for changes in the resident’s appearance.
Examples:
rashes redness paleness swelling discharge weakness sunken eyes changes in posture or gait
Hearing
Listen to what the resident has to say about their condition, family or needs.
Is the resident speaking clearly and making sense?
Do they show emotions such as anger, frustration or sadness?
Is their breathing normal?
Do they wheeze, gasp or cough?
Is their area quiet enough for him to rest as needed?
Touch
Does the residents skin feel hot or cool?
moist or dry?
Is the pulse rate normal?
Smell
Odors could suggest poor bathing, infections or incontinence.
The breath could suggest use of alcohol or tobacco, indigestion or poor mouth care.
Incontinence
The inability to control the bladder or bowels
Oral reports
Make written notes so that important details are not forgotten while waiting for the charge nurses availability.
After delivery, document when, why, about what and to whom an oral report was given.
Take notes when a member of The Care team gives you an oral report.
Telephone communication
Identify the facilities name, my name and my position.
Ask if it is okay to put a person on hold
Never give out any information about staff or residents
If somebody is calling to give a doctor’s order for a resident, find the nurse or take a message for the nurse.
Call lights
Make sure it’s within reach of the residents stronger hand and that the resident knows how to use it. (Each time you leave the room)
Respond immediately even if the resident is not on your assignment sheet
Overcoming barriers to communication:
If the resident does not hear you, does not hear correctly or does not understand:
face the resident. Speak slowly and clearly. Speak in a low voice using a pleasant tone. Check if they’re hearing aid is on and working.
Overcoming barriers to communication:
Resident is difficult to understand
Be patient. Take the time to listen. Ask the resident to repeat or explain the message. Restate the message in your own words to make sure that you have understood.
Overcoming barriers to communication:
Do not use words that are not understood easily by others
Do not use medical terms with resident’s or their families.
Use simple everyday words. No slang or profanity. (Even if the resident uses them)
Overcoming barriers to communication:
Cliches
Avoid using cliches. Listen to what a resident is really saying and respond with a meaningful message
Overcoming barriers to communication:
Why?”
Avoid asking “why?” When a resident makes a statement. “Why?” questions make people feel defensive.
Overcoming barriers to communication:
Advice
Never offer your opinion or give advice. Giving medical advice is not within the scope of your practice. It could be dangerous.