Patient Communication

Question 1

Communication :

Answer 1

defined as sending and receiving of messages
components of communication include 4 elements :
-sender : begins exchange by forming and conveying a clear thought or piece of information ; the sender transforms the information into speech or action (symbols), which are organized according to a certain syntax and grammar : encoding. The second element is the message itself, which is the information being sent.
-receiver : who takes in (decodes) the message; the most common forms of receiving messages are listening and reading — every communication includes feedback, which is the response of the receiver verifying the exchange of information.

Many factors can influence or distort the basic communication cycle : noise is anything that gets in the way of effective communication ; individual interpretation of words, facial expressions , and the setting in which the communication is taking place.

Question 2

THERAPEUTIC COMMUNICATION

Answer 2

Effective Therapeutic Communication Strategies : best communication occurs when exchange adheres to the 5 C’s — complete, concise, concrete, clear, and considerate. — can be most effective when you pay attention to the message that you are sending : must be empathetic to the patient and must involve reflexive communication skills; pay attention to nonverbal communication patterns as well as those of your patient – you should be aware of the impact that environmental and cultural differences have on therapeutic communication.

Empathy : empathy means that you are in touch with and aware of the feelings your patient is experiencing – implies you are able to “ walk in their shoes “ and that you appreciate and accept their feelings; often compared/contrasted with sympathy – which is responding to emotional state of another person with your own emotional reaction. During times of stress and illness, patients are best served by professionals who can empathize with them. A good way of conveying empathy is through reflective communication — you cannot say “ i know how you feel “ bc you likely have not been in same position, an empathetic response would be “ i understand how that must make you feel “

Reflective Communication : involves listening to the patient closely and carefully while observing their nonverbal cues such as facial expressions, gestures, and body language. During reflective communication, you are not only taking in the message, but its meaning to the patient and how the message affects their emotional state. Interest is conveyed in head nodding, direct eye contact, and paraphrasing what the patient said – in paraphrasing you state back what the patient said in your own words what you heard them say, comment on the feelings that seem to be conveyed in the message – for example if an elderly patient tells you that they are being urged by a family member to sell their home and move into an assisted-living facility you may reflect back your daughter feels that you would be safer in an assisted-living facility – restating the patients words trying the words together with their emotional meaning is a core skill for providers. To be a good reflective communicator you need to listen actively , pay attention to the spoken word, and observe the patient carefully.

Nonverbal communication : includes appearance and style , facial expressions , hand gestures, body position and movements — often gestures and stance send more meaning than spoken message in a conversation

       - Dress and appearance -- convey a great deal of information; we all tend to form our first and lasting impression of people based on their physical appearance. Grooming, appropriateness of dress, accessories, and ornamentation will influence your impression. Like wise with patients you will see a wide variety of them everywhere and everyday it important to recognize you own bias. 
       - Body language includes posture, stance, gesturing, eye contact and movement. During therapeutic communication you will want to sit at the same level as the patient, facing patient, making direct eye contact and respecting the patient's personal space. Arms folded across the chest may indicate a closed or defensive posture; Downcast eyes may be a sign of avoidance. If a patient tells you that she is okay during a procedure but you observe fist clenched, you may want to ask if she is uncomfortable or in pain.  No rules for interpreting nonverbal communication. If you do not see consistency between the patients verbal words and gestures or expressions, ask questions before you assume that there is a meaning behind the message you are getting from your sender.