COMMUNICATION IN HEALTH CARE

Jacki Malone, RN, BSN

Montgomery County ATC

COMMUNICATIONWhat is communication?

The exchange of information

A message that is sent from one person and is correctly interpreted by the intended person

TYPES OF COMMUNICATION

Verbal Spoken words

Written Letters Notes Memos Texts Medical chart

Nonverbal Body language Facial expressions Hand gestures

VERBAL COMMUNICATION

Always be clear and concise Be direct but tactful Use common language

Okay to use medical terminology with co-workers, but when addressing a resident you need to use language that a resident and family can understand

ACTIVITY

Get out one sheet of paper and a pen/pencil Get with your lab partner and put your chairs

back to back and wait for my instructions…….

One student is A, one student is B A…for two minutes draw anything on your

paper…something a little more than a stick man

Now, tell your partner (B) exactly what is on your paper and B, you must now draw it, as well. You have 5 minutes.

Now compare…..

NON VERBAL COMMUNICATION

Always be aware What you’re saying needs to match your

body language and tone of voice

Video: https://www.youtube.com/watch?v=Kc2yRqat

7q8

WRITTEN COMMUNICATION

U should always Use gud grammer, punctuation and corret spellin?

Be clear and specific when giving directions

Document EVERYTHING!

WRITTEN COMMUNICATION ACTIVITY

Take 5 minutes and write directions on how to make a peanut butter sandwich

Silly? Maybe a little…but the same concept applies when working with residents. Be very specific and go step by step.

GOOD COMMUNICATORS….

Are clear, concise and specific Use an even tone Use body language that enhances their

spoken words Are attentive Are EFFECTIVE!

IMPORTANCE OF GOOD COMMUNICATION IN HEALTH CARE

Ineffective communication can have a HUGE impact on health care 1995…a man in Tampa went in for amputation of

a diseased leg and the MD cut off the wrong leg Writing down an incorrect dosage of medication

could be lethal to a patient Not communicating availability or a shift trade

could mean that no one is there to cover a shift Poor communication with a resident could be a

direct danger to their safety

BARRIERS TO EFFECTIVE COMMUNICATION

Barrier—anything that gets in the way May be in the sender, message or receiver Common barriers may include:

Psychological attitudes and prejudices Cultural diversity Physical disabilities

PSYCHOLOGICAL BARRIERS

Often caused by: Prejudice Attitudes personality

Stereotypes such as “dumb blonde” or “fat slob” can cause us to make snap judgments about others that affect the communication process

Focus on Quality: Healthcare workers must learn to put prejudice

aside and show respect for all individuals. Never use language that is or could be

interpreted as offensive

CULTURAL BARRIERS

All cultural beliefs must be respected Every culture has beliefs and practices

regarding health and illness Examples

Buddhism—emphasis on dignity and an attitude of “saving face. When a person is sick, they are ashamed to seek treatmentFilipino/Iranian/Chinese/Mexican—it is considered insensitive for a HC provider to deliver a poor prognosis. The MD will tell a family member and they will decide if the person needs to knowCambodia---the bigger the pill, the stronger it is. May only take ½ doseSome countries consider it honorable to stoically handle pain…so they refuse pain medication

CULTURAL DIVERSITY

Language differences Speak slowly Use nonverbal

communication Avoid speaking

louder Find an

interpreter

CULTURAL DIVERSITY

Eye Contact In some cultures, looking down in a sign of

respect Terminal illness Touch In some cultures it is wrong to touch a person

on their head. Others may limit male/female touch

Personal Care In some cultures, only family members

provide personal care

PHYSICAL BARRIERS May include:

Deafness or hearing lossBlindness or impaired visionAphasia or speech difficultiesDementia

COMMUNICATING WITH THE HEARING IMPAIRED

Use body language such as gestures and hand motions

Speak clearly and in short sentences Face the individual to facilitate lip reading Write messages if necessary Make sure hearing aids are turned on and

working properly May have to raise your voice….especially if

you have a quiet voice

COMMUNICATING WITH THE VISUALLY IMPAIRED

Use a soft tone of voice Describe events that are occurring Announce your presence as you enter a room Explain sounds or noises Use touch when appropriate

COMMUNICATING WITH PATIENTS WITH APHASIA OR SPEECH IMPEDIMENTS

BE PATIENT Allow them to try and speak Encourage them to take their time Repeat the message to assure accuracy Encourage them to use gestures or point to

objects Assure them that you are willing to take the

time to listen to them

PHONE ETIQUETTE

Always answer by identifying your company and your name/title

“How may I help you?” Yes, ma’am/No, sir Can you hold just a moment please? Don’t interrupt the caller Take a detailed message

Get name, number Time of call Information needed

POST-ASSESSMENT

Clear your desks Quick quiz

HOMEWORK:Pg 21 of Workbook, #1-21

TOMORROW: The medical chart Military Time

WEDNESDAY-THURSDAY---medical terms and abbreviations

FRIDAY---Test over work ethics and communication