Communication Notes Flashcards
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
What are the types of feedback?
paraphrasing, reflecting, asking questions, requestion examples
What is paraphrasing?
rewording of sender’s message in receiver’s own words
what is reflecting?
prompting receiver to complete or add to original message
What is asking questions in feedback?
requesting clarfication and additional info
What is requesting examples in feedback?
asking for exampels to clarify and fill in meaning
What does it mean to evaluate the encounter?
after every encounter
determine if communication goal was met
if it is not met identify difficulty
continually evaluate communication throughout the encounter
How to communicate with children?
reduce fear
involve as much as possible in communication and decision making
How to communicate with adults?
Do not assume adults understand everything you say
check understanding with feedback
How to communicate with older adults
great variation in levels of health and level of understanding
strive for respectful tone
may need to discuss difficult age-related topics
Examples of barriers that block effective communication?
cultural difference, language differences, defense mechanisms, physical distractions or limitations, pain
How to deal with terminally ill?
may experience lonliness
may want to share fears and concerns
health professionals need to come to terms with death as outcome
How to deal with ppl in pain, medicated, or disoriented
identify yourself and say pt name speak slowly and maintain eye contact use simple short messages repeat as necessary and review content use touch if appropriate try to schedule best time for pt
How to deal with anxious pt
maintain calm monitor anxiety level keep message simple stick to one topic use feedback to check understanding
How to deal with depressed pt
invite pt to discuss their feelings
offer hope but do not tell them to cheer up
allow for silence
How to deal with hearing impaired
observe behavior and check understanding
ensure face and mouth of speaker is visible
speak slowly and clearly
turn off sources of noise
do not shout
announce change of subject
How to deal with visually impaired
announce presence and identify self
explaining procedures, sounds, and what pt can expect
give detailed oral instructions abt what pt is to do
tell pt when leaving
give info abt doorways, obstacles, etc. if pt is leaving area alone
How to deal with speech impaired
use pantomine and gestures
use drawings and pictures
write
use communication boards
Why are pt angry
emotional response to perceived wrong
loss of personal control
worries and fears
healthcare professional should not take personally
How to deal with angry pt
remain calm respond with anger do not argue listen carefully and express concern answer pt questions ask for help if necessary
How to deal with pt who dont speak english
empathize with situation smile if appropriate determine if someone can interpret speak slowly and clearly repeat message in different words use pantomime and gestures write message
Why is telephone communiation important
often first means of contact with healthcare facility - person answering represents facility
How to best communicate on the telephone
speak clearly speak at a moderate rate project warmth and caring smile in voice if appropriate give caller chance to speak never chew gum or eat
What is pt education
pt want info
more self-care is required today
check understanding feedback
What is the process for delivering pt education
set educational goas create instructional message deliver instruction listen to patient questions check for pt understanding evaluate instruction
When are group presentaitions needed in healthcare?
pt family, professional meeting, coworkers at staff meeting
Strategies for success in group presentations
clarify purpose and important points determine the needs of the audience organize materials and prepare notes if needed speak at a moderate rate look at audience
Why is written communication important?
provides important links between patients, professionals, and facilities
WHat are some examples of written communication?
reports, charts, records and letter
Gossip in healthcare
unnecessary, negative conversation
avoid in workplace
strategies for handling (explain unfairness, state believe in inappropriateness, change subject, remove yourself)
Pt privacy in healthcare
must be maintained at all times
avoid speaking in public abt pt
don’t discuss pt in social convo
do not pt in front of themselves without including them in the convo
