Week 3 Flashcards
Client-centered care
Nurses work with the client to ensure that all
professional behaviours and actions meet the
therapeutic needs of the client.
* Include the client as a partner, gain an
understanding of their abilities and limitations,
discuss expectations, negotiate roles,
acknowledge biases and feelings that have
developed, demonstrate sensibility,
acknowledge difficulty in establishing a
therapeutic relationship and request a transfer
of care.
Person Centred Care
subset in which nurses and other health
providers engage with people in need of care.
* Based on the premise that each person’s
personalized experience of an illness, injury, or
disease is a total human experience.
* Consists of four components:
* Holistic
* Respectful
* Individualized
* Empowering
Elements of Person-Centred Care Relationships
Considers the person foremost, with distinctive personally held values,
beliefs, cultural contexts, and life goals.
A person with a health issue or disease requires health care and
professional support in addressing the health issues.
Respect for the person’s values, preferences, and expressed needs
Coordination and integration of care through collaboration and teamwork
Accessibility and free flow of information, communication, and education
Physical comfort
Sensitivity to the nonmedical and spiritual dimension of care
Emotional support
Involvement of family and friends; no one in isolation of each other
Phases of a Person-Centred Relationship
-PRE-INTERACTION -ORIENTATION
-WORKING
-TERMINATION
Pre-Interaction Phase
Self-Management Strategies
* Authenticity
* Presence
* Setting Realistic Goals
* Preparing to meet the person and
family
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Orientation Phase
Clarifying the purpose of the relationship
Establishing trust
Where to start with assessment
Current health situation –good place to start
Use questions that follow a normal logical sequence
Sharing information
Open and honest
Ask if they have any questions along the way
Using empathetic responses
‘I can only imagine how hard this must be for you’
Defining the problem(s)
Nurses act as sounding boards
Ask for specific details to help explore the issue
Time allowed for person to respond fully
Understanding the person’s perspective
Life history; family history; employment/school; cultural context, financial
resources.
Defining goals
Based on person’s values, preferences, resources and capabilities
Chosen goals have meaning to the person 17
Working Phase
- Supporting the person’s self-management strategies
- Identify the focus of action plans for health issues
- Breaking down into steps (i.e. eating 3 meals a day) to make manageable
- Tuning in to the person’s response patterns
- Emphasizes shared information and joint actions that connect, collaborate and
create new possibilities for health and well-being. - Older people may require a slower pace; people in crisis need simple, structured
levels of support. - Watch for changes in body language
- Shared decision making
- Choice talk; option talk; Decision talk.
- Defusing challenging behaviours
- Look beyond own emotions to better understand what the person is conveying in
their behaviours. - Active listening.
- Giving constructive feedback
Termination Phase
When treatment outcomes are achieved, or the person is
discharged or transferred to another health care provider or setting.
Jointly evaluate the person’s response to the care provided and
what goals have been achieved.
Where possible, ending the relationship should be identified well
before it actually occurs
Communication Models
Linear vs transactional
Linear
Sender
* Message
* Receiver
* Communication channels
* Context
Transactional
More complex
* Reciprocal interaction
process
* Input, throughput, output
* Feedback loops
Forms of Communication
Verbal
Non-verbal
Written
Visual
Listening
Forms of Communication
Why are Active Listening Skills Important to Develop?
Relationships: In order to nurture trust and
demonstrate respect for people we must hear them
and learn who they are.
Problem Solving: Asking purposeful questions can
reveal deeper, hidden matters that often get missed.
Collaboration: Through active listening, we can
strengthen mutual understanding and learn to work
collaboratively
Negotiation: When we can reduce misunderstandings
through active listening, we can pursue common
interests and goals
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active listening SOLER
- S = Sit facing the person
- O = Keep an open posture
- L = Lean toward the person
- E = Initiate and maintain eye contact
- R = Relax
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Types of questions
- open ended
-focused
-closed ended
