Lecture 9 Flashcards
EMC
Electronically Mediated Communication
Use of electronic medium to carry message
Face to Face vs EMC
FTF communication we can see, hear receiver and their reaction to the message
Lack of Non-verbal cues in EMC
Words and graphics are more important because they are the sole message
Add symbols to indicate emotions because hard to convey tone of voice (tone is important)
Be more direct with questions and self-disclosure with new people trying to learn more about them in without visual cues
How EMC differs
Time( A/synchronous) Distance Anonymity Chance for deception Non-verbal cues writing style permanence (cant control, trusting they are)
5 skills to guide Professional communication via email
- Professional Communication (spelling, punctuation, grammar, flow, proof read)
- Introduce self: Name title use professional email
- Subject line reflecting the actual subject
- Avoid informal communication and social familiarly
- Consider confidentiality
Email Etiquette in health care
- don’t use client name or identifier, could be forwarded
- Make sure you’re not sending it to all
- Include your name and full contact info
- Keep permanent record of EMC
- Make action requests and timeframes for response clear
- Make emails one page or less
- Check email regularly
- Be clear about why people are being cc’d
- Reread your message before sending
EMC in Health Care
Clients
Increase access to health info online
-varies how much access
EMC in Health Care
Health Care Professional (HCP)
-online reference material and clinical practice guidelines
professional support (community health nurses)
Research
Four most desired activities:
90% of adults who use internet want to exchange emails with their physicians
- Ask Questions when FTF visit not needed
- Make Appointments
- Renew prescriptions
- Receive results from medical test
Issues with EMC in Healthcare
Reimbursement
in many jurisdictions, HCPs may not be compensated for Ecomm
Issues with EMC in Healthcare
Digital Divide
- Higher internet usage among younger, higher income, more educated & non-disabled
- Access to high speed also an issue eg. Rural
Issues with EMC in Healthcare
HCPS prefer FTF
- Want personal context with increased ability to assess the situation and answer questions
- potential for increased workload
Privacy and Security concerns
- Tensions between individual’s control of their info versus healthcare costs; right to privacy versus advantages of sharing info
- Computer System Security - need for proper authorization to view records, monitor for abuse, sharing of info with large numbers of people, ethics of “need to know”
- Email addresses of clients not to be shared
- When send email, can’t control who sees it and where forwarded to
Therapeutic relationship and liability
- What/type & amount of ecomm is required to establish a therapeutic relationship?
- How much do you need to know about a client before giving health advice?
- Possible liability issues with incorrect or delayed advice
Examples of EMC in health Care
Electronic Transfer of Images – x-rays, MRIs, mammograms
Southwest Ontario Digital Imaging Network (info shared)
Telehealth/Telemedicine – consultations via teleconference, webinars, etc.
Integrated Computer Systems – share patient-specific data eg. SIMS, PIP (Pharmaceutical Info Program – authorized pharmacists & GPs have access to medication records)
Home Monitoring – of med use & physiological parameters eg. B/P, blood glucose
Bedside Info – PDAs, smartphones
Saskatchewan ehealth (health card info)
Are Robots the way of the future in health care?
- Triage
- Draw blood samples
- Scheduling
- Assessments
- Companions (reduces anxiety)
- Caregiving (lifting, tasks)
Three main areas of health care robotics
In the body (deliver meds, tissue samples, surgical robots)
ON the body (prosthetics, mobility
External to the body (care bots and companions)
Sophia the robot, robear (nursing robot), paro the seal for reduced anxiety
Infants: Birth to 12 monnths
Communicate with:
- crying
- coos
- gurgles
- grunts
- facial expression
- body movements
- eye movements
Infant communication Techniques
- Respond quickly to infant communication
- Use sing-song, high-pitched tone, exaggerated facial expression & wide-open eyes to capture attention
- Face infant – they love watching faces
- Recognize infant preference for expressing emotion, level of activity & tendency to be social
Toddlers: 12-36 months
Communicate with:
- grunts
- gestures
- 1-2+ word sentence
- emotional expressions
- body movements
Toddlers Techniques
- Respond quickly & predictably to their communication
- Build on their sentences
- Give one direction at a time, provide warnings before transitions & give rationale for requests
- Talk toddlers through daily routines
- Lead toddlers lead in play – they are creative
Preschoolers: 3-6 years
- Talk in full
- grammatically correct sentences
- like to tell about past experiences, & see links between spoken & written word,
- like little sponges (learning and practicing)
Preschoolers techniques
- Ask questions about past events, probe for details & provide new words
- Encourage them to talk about their feelings & causes
- Create opportunities for fantasy/pretend play
- Point out connections between spoken & written word
- Allow self-talk as it helps them focus
School Age 6-12 Years
- they have lots of questions
- seek justification for way things are
- understand perspective of others
- spend more time with peers and friends
School Age Techniques:
- Keep up on dis/likes, activities & peer relationships through conversations
- Help them set goals & problem solve
- Give calm explanation when giving correction
- Encourage them to talk about emotions & causes
- Use conversation to help child learn conflict management skills
Teens 12-18 years
- Talk about themselves and relationships
- understand who they becoming and what others think
- see parents as imperfect
- more time alone or with friends
- less time with family
Teen Techniques
- Be sensitive & empathetic to their experience
- use convo to keep up on activities and relationships (ask gently)
- provide balance between expecting personal responsibility and offering support
- accept different ideas if not harmful
Communicating with older adults
- Avoid stereotyping or terms that reinforce incorrect perceptions about seniors
- Avoid ageism & ageist language such as “the aged”, “the elderly”, “senile”, “feeble”, etc.
- Instead us “older adults,” “older persons,” or “senior”
- Avoid patronizing, condescending or childish expressions and tone (i.e., elderspeak)
- Communicate with respect
Effective Communication Ideas with Older Adults
- Plain language
- Large print
- Fridge magnets with important numbers
- Peel-off stickers to be placed on calendars for appointments
- Keep advice simple – not too much info
- Use short, familiar words & avoid jargon
- Use pictures when possible
- Reinforce main points
