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Communication Notes Flashcards

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1
Q

What is communication?

A

Exchanging messages between sender and receiver

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2
Q

WHen is communication considered successful?

A

when the reciever understand the sender’s message as intended

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3
Q

why is excellence in communication essential in healthcare?

A

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)

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4
Q

What is important in communication for pt well-being?

A

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)

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5
Q

Poor communication can lead to _________

A

fatal errors

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6
Q

Health literacy:

A

ability of pt to obtain and process basic health info

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7
Q

How can healthcare professionals help ppl become health literate

A

by using good communication skills

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8
Q

What is therapeutic communication?

A

effective healthcare communication
aimed at meeting needs of pts
requires developing and applying communication skills

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9
Q

What are the steps in communication process?

A
  1. set goals
  2. create message
  3. deliver message
  4. listen to response
  5. offer feedback and seek clarification
  6. evaluate encounter (revise message if needed)
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10
Q

What is important in therapeutic communication?

A

must be clear and accurate

decide what is to be accomplished

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11
Q

Examples of communication goals?

A

Gather info from pt
give instructions to pt
report info to coworker

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12
Q

What are the needed goals in every pt interaction?

A

show sincere concern for pts welfare
establish trust
enhance pts self-esteem

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13
Q

Factors to consider when setting goals?

A

pt level of understanding
emotional and physical factors
urgency of communication

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14
Q

What should you do when creating a message?

A

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)

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15
Q

Types of question messages?

A

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)

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16
Q

What should you do when asking a question?

A

allow time for response
take care with leading questions (pt may just agree with u)
reword questions when needed

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17
Q

When is humor appropriate?

A

helps relieve tension

can promote open discussion of sensitive issues

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18
Q

Pt may joke to _______

A

mask fear - listen carefully bc pt may need help dealing with fear

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19
Q

Examples of nonverbal communication?

A

Tone of voice, touch (can be reassuring but use with care), body language

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20
Q

Examples of body language

A

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)

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21
Q

Factors of physical environment to consider

A

light source, sound distractions, privacy, focus on pt, pt comfort

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22
Q

What are the parts of listening?

A

active process - concentration, attention, observation

23
Q

We should listen to ________ rather than to respond

A

understand

24
Q

What is feedback?

A

method for sender to check receivers interpretation of the message

25
Q

What are the types of feedback?

A

paraphrasing, reflecting, asking questions, requestion examples

26
Q

What is paraphrasing?

A

rewording of sender’s message in receiver’s own words

27
Q

what is reflecting?

A

prompting receiver to complete or add to original message

28
Q

What is asking questions in feedback?

A

requesting clarfication and additional info

29
Q

What is requesting examples in feedback?

A

asking for exampels to clarify and fill in meaning

30
Q

What does it mean to evaluate the encounter?

A

after every encounter
determine if communication goal was met
if it is not met identify difficulty
continually evaluate communication throughout the encounter

31
Q

How to communicate with children?

A

reduce fear

involve as much as possible in communication and decision making

32
Q

How to communicate with adults?

A

Do not assume adults understand everything you say

check understanding with feedback

33
Q

How to communicate with older adults

A

great variation in levels of health and level of understanding
strive for respectful tone
may need to discuss difficult age-related topics

34
Q

Examples of barriers that block effective communication?

A

cultural difference, language differences, defense mechanisms, physical distractions or limitations, pain

35
Q

How to deal with terminally ill?

A

may experience lonliness
may want to share fears and concerns
health professionals need to come to terms with death as outcome

36
Q

How to deal with ppl in pain, medicated, or disoriented

A 
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
37
Q

How to deal with anxious pt

A 
maintain calm 
monitor anxiety level
keep message simple 
stick to one topic 
use feedback to check understanding
38
Q

How to deal with depressed pt

A

invite pt to discuss their feelings
offer hope but do not tell them to cheer up
allow for silence

39
Q

How to deal with hearing impaired

A

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

40
Q

How to deal with visually impaired

A

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

41
Q

How to deal with speech impaired

A

use pantomine and gestures
use drawings and pictures
write
use communication boards

42
Q

Why are pt angry

A

emotional response to perceived wrong
loss of personal control
worries and fears
healthcare professional should not take personally

43
Q

How to deal with angry pt

A 
remain calm
respond with anger
do not argue 
listen carefully and express concern 
answer pt questions 
ask for help if necessary
44
Q

How to deal with pt who dont speak english

A 
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
45
Q

Why is telephone communiation important

A

often first means of contact with healthcare facility - person answering represents facility

46
Q

How to best communicate on the telephone

A 
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
47
Q

What is pt education

A

pt want info
more self-care is required today
check understanding feedback

48
Q

What is the process for delivering pt education

A 
set educational goas 
create instructional message 
deliver instruction 
listen to patient questions 
check for pt understanding 
evaluate instruction
49
Q

When are group presentaitions needed in healthcare?

A

pt family, professional meeting, coworkers at staff meeting

50
Q

Strategies for success in group presentations

A 
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
51
Q

Why is written communication important?

A

provides important links between patients, professionals, and facilities

52
Q

WHat are some examples of written communication?

A

reports, charts, records and letter

53
Q

Gossip in healthcare

A

unnecessary, negative conversation
avoid in workplace
strategies for handling (explain unfairness, state believe in inappropriateness, change subject, remove yourself)

54
Q

Pt privacy in healthcare

A

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

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