Communication with other healthcare professionals Flashcards
communication
process by which communication is exchanged between individuals through a common system of symbols, sign and behaviors
personal rapport
communication : 93%
93% of communication is affected more by body lang. tone, and attitude
communication: 7%
based on words said
style of delivery
this can influence the meaning of words
the way the speaker stand, talks, and looks at a person
I’VE LEARNED THAT PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM FEEL.”
maya angelou
examples of effective communication
trust, respect and collaboration
deming, teamwork
collaboration in health care
healthcare professional assuming complementary roles and cooperatively working together sharing responsibility for problem solving and making decision to formulate and carry out plans for patient care
successful teamwork
-open communication
-clear direction
-non-punitive environment
-clear and known roles and task for team members
-respectful atmosphere
-shared responsibility
-approp. balance of member participation
-acknowledging and processing conflict
-clear specifications regarding authority and accountability
-clear and known decision making
- routine communication and sharing
-enabling environment, including access to need resources
-mechanism to evaluate outcomes and adjust accordingly
barriers
personal values and expectation
personality differences
hierarchy
disruptive behavior
culture and ethnicity
generational differences
differences in professional routines
varying levels of preparation, qualifications and status
differences in requirements, education, and norms and regulations
barriers ctd
gender
historical inter-professional and intra-professional rivalries and intra professional rivaries
difference in language and jargon
complexity of care
fears of diluted professional identity
differences in payment, accountability and rewards
concerns regarding clinical responsibility
emphasize on rapid decision making
application of CRM
Designs of systems to absorb errors through redundancy, standardization, and checklists.
it applies a system approach and a movement from placing blame to designing safe processes and procedures
assurance of full immunity while implementing a non-punitive approach
debriefing all events and near misses, that have learning potential.
focusing on the severity of the potential risk rather than on severity of the events final outcome.
more conducive to establishing effective prevention programs
institutionalization of a permanent program for risks identification, analysis and dissemination of lessons learned throughout the professional community
SBAR
- Situation: what is going on? (what are we facing)
- Background: What is the clinical background/context?
3.assessment: what do I think is the problem? why is this happening? what do we need to keep an eye on? - recommendation: what needs to happen and how do I help it?
first things first
introduce yourself
don’t apologize and say Im sorry to bother you, i know your really busy
your input is valuable
some pointers
respect and assertion :
- purpose
-concise
-offer your expertise
-listen
persistance:
“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”
check your attitude
be confident
know your rationale and evidence: be familiar with updated guidelines and make it patient centered
get the patient perspective: per my conversation with the patient, I learned that…
