Final revision communication skills Flashcards
________is a science and an art
Communication
Areas of communication in medicine include
questioning skills in history taking, giving information in health education/patient education and anticipatory care
Anticipatory care is
active listening and consultation
The goal of communication is_________
mutual understanding
Linear approach is
a sender having an idea translated as a message sent to a receiver along a communication channel
transactional approach
receiver through feedback, will also affect the sender
A sender is
an individual that initiates the communication
Encoding is when
The sender put his ideas and thoughts in a message using several forms of verbal and non-verbal communication: speech, written text, pictures
- A good way for the sender to improve encoding their message is to think from the receiver’s point of view to reduce misunderstanding
Messages need to be
courteous, complete, coherent, correct, concrete, concise and clear
Types of communication channels
Face to face, print media, mass media, telephones, internet and social media
Decoding is done by the
reciever
Interpretation of the message depends on receiver’s
experiences, attitude, knowledge, skills, perceptions, and culture
-It is similar to the sender’s relationship with encoding.
Successful communication takes place when the
receiver correctly interprets the sender’s message.
Types of noise
environmental
phycological
Health status
Channel of communication (unsuitable message or unclear language)
Non-verbal communication represents
two thirds of communication in practice.
eye contact and body touch
should respect the local culture (between different sexes)
Listening is an _____ in which conscious decision is made to listen to and understand the message of the speaker.
active process
When is small group communication used
In health education and in group therapy
Communication barriers
Factors related to sender: not clear message
Factors related to receiver: Limited receptiveness, negative attitude and limited education
Social and culture gaps
Factors related to message: confusing, not related
Factors related to the environment: distraction or loud noises.
Physicians consider a _______ approach to build trust, and establish caring relationships with patients.
bio-psycho
-For Effective Consultation:
Acknowledge patient’s concerns and symptoms
To allocate time and resources to solve concerns
Encourage honest transfer of information that will provide a more comprehensive picture of patient’s concerns
Avoid open skepticism or disproving comments when discussing patient’s concerns
Communication process is
Dynamic
Continuous
Irreversible
Transactional
Represents 2/3 of communication
Non-verbal communication
non verbal communication addresses ______. Its also ___________
all senses, indirect and unconscious
Successful communication is the message of sender well perceived and produces changes in ………
Knowledge, Attitude, Practice
Satisfied patient is reflected on doctor in
Job satisfaction
Less work stress
Reduce Burnout
Goals of doctor-patient communication
Creating a good relationship
Facilitating exchange of info
Including patients in decision making
More patient centered care—->More satisfaction
Consultation inculdes
All steps of patient encounter and relationship
Consultation must follow…….
Holistic approach (look at person as a whole)
For effective consultation
Acknowledge patient concerns and symptoms
Allocate time and resources
Honest transfer of info
Avoid open skepticism or disproving comments
Types of questions
Open: what, why, how
Closed: Yes or no
Clarifying: to understand
Verifying: to confirm
Skills for good patient communication
Show you care
May ask same questions in different ways to be sure client understands
Start with open questions Use facilitating nonverbal communication Closed questions to get more specific info Avoid leading questions Avoid interrogating questions
Reflecting is
Paraphrasing but with more emotional tone
Proper nonverbal communication
Lean forward and eye contact
What are the techniques for communication
Use silence appropriately; don’t interrupt during pauses
Clarify what you don’t understand
Paraphrasing in your own words
Reflection
Proper non verbal communication
Summarize at the end
Requirements for communication
Picking up cues
Facilitation
Clarification
Reflection: help patient to proceed
Help patient to be relevant by interrupting at appropriate points to redirect the patient
Silence: use it to observe patient
Summarize
Information giving skills
Sequencing events Direct flow of info Summarize points Follow rules of health education Put important things 1st
Communication before examination or medical procedures
Reassure
Proper H/O
Explain procedure
Explain when the procedure will be formed
Communication during procedures
Privacy and respect patient modesty
Reassure
Ensure presence of nurse
Explain each step before it happens
Communication after procedure
Outcome Time of discharge Additional investigation Signs of normal recovery Warning signs of immediate return Follow up appointment
Anticipatory care
Messages to prevent side effects
Opportunity for general health education
Useful anticipatory care actions
review patient records to find opportunity for preventive intervention
Be alert for verbal and non verbal cues point to problem
Be selective and prioritize problems to be adressed
Medical instructions are hard to be remembered and followed for both patient and provider so
Treatment plan should be discussed with patients periodically assessed
Ask patient to an appointment
Overcome communication barriers
Plain language
Instructions
Focus on immediate skills and behaviors
More info at the correct time
Adherence aids and reminders
Use teach back: Patient repeats in his own words
final aim of consultation is
Patient compliance and cure
Principles of consultation
Discover reason for attendance
Define clinical problem
Address patient problem
Explain to patient
Health literacy
Is the degree which individuals have the capacity to obtain process and understand basic health info and services needed to make appropriate decisions
Goals of health education
Make realistic improvements in quality of life
Change of behavior and adoption
KAP (Knowledge, attitude and practice)
Adoption means
Practice becomes normal without relapse.
Role of health educators
Assessment of community needs Plan HE program Implement HE program Evaluation Coordination Communication
HE message must be
One major concern at a time Simple clear and easy to understand Cheap Action oriented Physically accessible Doesn't contradict religion or tradition Acceptable
_________is the first step for development of suitable message
Education diagnosis
Purpose of community HE
People affecting many people and cooperation is required
Emergencies
Problem requires pooling of resources
Disadvantages of mass media
One way
Message may not touch needs of recipient
Less effective
Requirements for a successful HE
Educator
Material
Message
Two way communication
