Communication: Dr.Arya Flashcards
Definition of Communication
Exchange of information between individuals through symbols, signs, or behavior.
Definition of Personal Rapport
Connection between individuals based on trust, understanding, and empathy.
93% Influence of Communication
Body language, attitude, and tone impact communication more than the actual words spoken.
7% Based on Words
Only a small percentage of communication is reliant on the literal words used.
Spoken Words and Delivery Style
The way speakers stand, speak, and engage visually influences the meaning of spoken words.
Definition of Collaboration
Healthcare professionals assuming complementary roles, working cooperatively, sharing responsibility for problem-solving, and making decisions for patient care plans.
Characteristics of Collaboration
Cooperative teamwork, shared responsibility, joint decision-making, and coordinated care provision
Importance of Collaboration
Enhances patient care quality, reduces medical errors, and fosters a holistic approach to healthcare delivery.
Open Communication
Transparent and effective exchange of information among team members.
Non-Punitive Environment
A culture that encourages learning from mistakes without blaming individuals.
Clear Direction
Defined goals and objectives guiding the team’s efforts.
Clear Roles and Tasks
Explicitly known responsibilities for each team member.
: Respectful Atmosphere
: Valuing diverse perspectives and treating each team member with dignity
Shared Responsibility
Collaborative ownership of tasks and outcomes.
Balanced Member Participation
Ensuring appropriate involvement of all team members.
Conflict Acknowledgment/Processing
Addressing conflicts openly and finding constructive resolutions.
Authority and Accountability Specifications
Clearly defined boundaries for decision-making and responsibility.
: Known Decision-Making Process
Established method for making team decisions.
Routine Communication & Sharing
Regular updates and sharing of information among team members.
Access to Resources
Providing necessary tools and resources for effective work.
Outcome Evaluation Mechanism
evaluating results and adjusting strategies for improvement.
Personal Values and Expectations
Differing individual beliefs and anticipations hindering collaborative efforts.
Personality Differences
Varied personality traits impacting communication and collaboration.
Hierarchy
Organizational or professional rank affecting open communication and cooperation.
: Disruptive Behavior
Actions or conduct disrupting team dynamics and hindering progress.
Culture and Ethnicity
Differences in cultural backgrounds impacting mutual understanding and teamwork.
Generational Differences
Variances in attitudes and approaches among different age groups affecting collaboration.
Differences in Professional Routines
Varied working methods or routines among professionals impeding coordination.
Varying Levels of Preparation, Qualifications, and Status
Disparities in education, skills, or status affecting collaboration and mutual respect.
Differences in Requirements, Regulations, and Norms of Professional Education
Variances in professional education standards impacting understanding and teamwork.
Barriers to Effective Teamwork:
Gender
Differences or biases related to gender affecting collaboration among team members.
Historical Inter-Professional and Intra-Professional Rivalries
: Long-standing conflicts or competition between different professional groups or within the same profession.
Differences in Language and Jargon
Varied terminology or specialized language hindering communication and understanding.
Complexity of Care
Intricate patient needs or complex cases making collaborative efforts more challenging.
Fears of Diluted Professional Identity
Concerns among professionals about losing their professional identity in collaborative settings.
Differences in Accountability, Payment, and Rewards
Disparities in recognition, remuneration, or accountability structures among team members.
Concerns Regarding Clinical Responsibility
: Apprehensions about bearing clinical responsibility in a collaborative environment.
Emphasis on Rapid Decision Making
: Pressure to make quick decisions that may impact collaborative discussions or deliberations.
Design of Systems to Absorb Errors
Creating systems with redundancy, standardization, and checklists to intercept and mitigate errors.
Shift from Blame to Safe Process Design
Moving away from assigning blame towards designing safe processes and procedures using a systems approach.
Assurance of Full Immunity with Non-Punitive Approach
Ensuring complete immunity while implementing non-punitive measures to encourage reporting and learning from errors.
Debriefing of All Events for Learning Potential
Focusing on the severity of potential risks rather than the final outcome’s severity to establish effective prevention programs.
Institutionalization of a Risk Program
Establishing a permanent program for identifying, analyzing risks, and sharing lessons learned across the professional community.
SBAR Communication Technique: Situation
What’s happening? What are we facing right now?
Background: SBAR
Clinical background or context of the situation.
Assessment: SBAR
What is the problem? Why is this happening? What should we keep an eye on?
Recommendation: SBAR
What needs to happen? How can I help?
SBAR
SBAR is a structured communication tool used in healthcare to effectively convey important information about a patient’s condition or a clinical situation among healthcare professionals.
“First Things First” Communication Principles:
Establishing identity to create a personal connection and ensure clarity in communication.
Avoid Apologizing Unnecessarily
Refrain from unnecessary apologies that might diminish confidence or importance.
Acknowledge the Value of Input
Encouraging participation and recognizing the significance of contributions.
Respect and Assertion
Balancing respect with the assertiveness needed to convey your message effectively.
Purpose
: Clearly defining the intention or objective of your communication.
Conciseness
Communicating in a clear and brief manner to convey information efficiently.
Offer Your Expertise
Contributing valuable insights or expertise to the conversation.
Listen
Actively engaging in attentive listening to understand perspectives and information.
Persistence
: Maintaining determination or perseverance when addressing important matters.
Example of Assertive Communication
“I REALIZE DR. JONES’ SCHEDULE IS QUITE BUSY, BUT I DO NEED TO SPEAK WITH HIM REGARDING THIS PRESCRIPTION. I’LL LEAVE MY NUMBER, AND WOULD APPRECIATE IF YOU’D ASK HIM TO CALL ME (MAY GIVE A TIME FRAME IF URGENT). THANK YOU”
Be Confident
Exuding confidence while communicating to convey assurance and credibility.
Know Your Rationale/Evidence
Being well-informed and having evidence to support your communication or decisions.
Update Guidelines, Keeping It Patient-Centered
: Being familiar with updated guidelines but prioritizing patient-centered care in decision-making.
Get the Patient Perspective
Considering and integrating the patient’s viewpoint into the conversation or decision-making process.
Example of Patient-Centered Communication
: Utilizing patient information learned during conversations to inform decisions or discussions.
Build Relationships with Primary Providers and Caregivers
Establishing connections with key healthcare professionals for smoother collaboration.
Ease of Contact
Improved accessibility to primary providers when necessary due to established relationships.
Communication Methods among Pharmacists and Prescribers
: Examples of pharmacists using texting or emailing with prescribers they have relationships with to facilitate communication.
Everyone’s Role in Patient Care
Acknowledgment of the significance of every individual’s role in delivering patient care.
Humility and Respect
Valuing humility and respect in professional relationships to foster effective collaboration.
