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Brentwood, TN 37027
615.309.6053
www.healthtechs3.com
Effective Communication in HealthcareAugust 14th, 2020
Presented By: Dr. John A. Coldsmith, DNP, MSN, RN, NEA-BC
5110 Maryland Way 2745 North Dallas Pkwy
Suite 200 Suite 100
Dallas, TX 75093
800.228.0647
www.gaffeythealthcare.com
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Nationwide Client Base
Currently provides hospital management, consulting services and technology to:
• Serving community, district, non-profitand Critical Access hospitals
Example Managed Hospital Client: Barrett Hospital and Healthcare in Dillon, MT, Ranked as a Top 100 Critical Access Hospital for 8 years in a row
Example Technology and AR Services Clients: Two-hospital NFP systems in southeast GA with numerous associated physician practices
Preferred vendor to:
• California Critical Access Hospital Network
• Western Healthcare Alliance Partner with Illinois Critical Access HospitalNetwork
• Vizient Group Purchasing Organization
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• Executive management & leadership development
• Community health needs assessment
• Lean culture
• Executive and interim recruitment
• CEOs, CFOs, CNOs
• VP and Department Directors
• Performance optimization & margin improvement
• Revenue cycle & business office improvement
• AR outsourcing
• Continuous survey readiness
• Care coordination
• Swing bed consulting
Governance & Strategy
Recruitment Clinical Care & Operations
Finance
Areas of ExpertiseStrategy – Solutions - Support
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Presenter
John ColdsmithClinical Consultant
John has 40+ years of progressive nursing, leadership, and administrative hospital experience, John has
strong background in project management as demonstrated through planning, organizing, directing, and
evaluation of outcomes relative to patient care quality, and service.
Prior to joining HealthTechS3, John served as Chief Nursing Officer of the 262-bed Centennial Hills
Hospital Medical Center (UHS, Inc.) in Las Vegas, Nevada. He was responsible for the operations of the
Nursing Departments, Education, Quality, Infection Control, CPOE, Orthopedic Nurse Practitioner &
Navigator, Cardiac & Neuro RN Coordinator, Nurse Staffing, and House Supervision.
John earned his Associates Nursing Degree from New Mexico State University in Las Cruces, NM and a
Bachelor of Science in Health Science from Chapman University in Orange, CA. John completed his
Masters of Science Degree in Nursing from University of Phoenix and his Doctorate in Nursing Practice
from the University of Nevada – Reno.
760-234-8364
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You may type a question in the text box if you have a
question during the presentation
We will try to cover all your questions – but if we don’t get to
them during the webinar, we will follow-up with you by
You may also send questions after the webinar to our team
(contact information is included at the end of the
presentation)
The webinar will be recorded and the recording will be
available on the HealthTechS3 web site:
www.healthtechs3.com
www.healthtechs3.com
HealthTechS3 hopes that the information contained herein will be informative and helpful on industry topics. However, please note that this information is not intended to be definitive. HealthTechS3 and its affiliates expressly disclaim any and all liability, whatsoever, for any such information and for any use made thereof. HealthTechS3 does not and shall not have any authority
to develop substantive billing or coding policies for any hospital, clinic or their respective personnel, and any such final responsibility remains exclusively with the hospital, clinic or their respective personnel. HealthTechS3 recommends that hospitals, clinics, their respective personnel, and all other third party recipients of this information consult original source materials and
qualified healthcare regulatory counsel for specific guidance in healthcare reimbursement and regulatory matters.
Instructions for Today’s Webinar
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Interim Executive & Department Leadership 6
▪ The Right Person – Our experience and understanding
of your hospital is the key to placing the right Executive
or Department Leader
▪ Immediate Response – Interim needs are typically
immediate. Our bench strength allows us to find the
right executive quickly to provide a seamless transition
▪ Experience – Over 49 years of supporting executives &
teams in hospitals and healthcare companies of all
sizes
▪ Support Services – Our business is managing hospitals
more efficiently. We provide comprehensive support
services to all our Interim Executives and Department Leaders
▪ Our Depth:
We support all positions including CEO, CFO, CNO,
CIO, Clinic Administration and Department
Leaders
▪ Interim Executive Placement Services:
“Blue Mountain Hospital District has benefited from
the interim executive placement services
HealthTech S3 provides. Our current CFO started
as an interim placement for BMHD, prior to joining
our organization in a permanent capacity. The
success with this placement has motivated us to
consult Health Tech with two subsequent interim executive needs.” Derek Daly, CEO BMHD
Staffing Community Hospitals since 1971
HealthTechS3 Design.Build.Optimize High Performance Teams
Retained Contingency Interim Contract
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Mentoring/Support Team 7
Every Interim Executive and Department Leader is backed by a support team and mentor who help
ensure that the team gets the right results
HealthTechS3 Design.Build.Optimize High Performance Teams
Retained Contingency Interim Contract
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Effective Communication in Healthcare 8
Objectives
Upon completion of the webinar, the participant will be able to:
1. Discuss 3 strategies to improve communication skills in your professional role to improve quality and safety in your organization.
2. Describe 3 tactics of ensuring effective communication with direct reports and staff in your organization.
3. Discuss 2 strategies to improve communication with your direct supervisor.4. Identify 3 common communication barriers.5. List 3 factors that are unique to communication of leaders.6. Describe 3 essential communication skills of leaders.
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Background for Today’s Webinar
WHY is communication so important in healthcare organizations?
1. Consider the Impact of communication on Organizational success!
2. What communication is not in today’s healthcare world?
3. What are the Effects of Poor Communication in Healthcare?
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The Basics of Effective Communication
The Components of Communication
1. The Sender
2. The Message
3. The Method
4. The Receiver
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The Importance of GREAT Communication
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Communication: An Essential Key
Effective Leadership
1. Essential Key Skill to Effective Leadership
2. The Organizational Vision
3. The Power of Influence
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Barriers to Effective Communication
Barriers can originate in any of the 4 components of communication!
1. Lack of Communication2. Message Incomplete3. Vocabulary or Words Used4. Method of Communication5. Lack of Trust or Disrespect6. Environment7. Pre-occupation or Distraction8. Prejudice or Bias9. Emotional Block10. Personal Relationship
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Communication Skills for the Leader
Overall Communication Competency
1. Listening Skills2. Knowing the Audience3. Planning the Message4. Planning the Opening Remarks5. Linking the Message to the Vision or Goal6. Encouraging Upward Communication7. Ending with a Summary
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What is a Good Listener?
A few Best Practices of Listening
1. Show Interest2. Watch the Physical Signs3. Take Notes4. Have an Open Mind5. Listen for What is not said6. Use Silence and Pauses7. Be Sensitive to Emotion8. Be Empathetic
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Listening To Understand Techniques
Active Listening Skills
1. Clarify the Message
2. Restate the Message
3. Stay Neutral
4. Reflect
5. Summarize the Conversation
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Improving The Quality of Communication
Ways Healthcare Leaders Can Improve TEAM Communication
1. Choose Words Carefully
2. Be Clear and Specific
3. Never trade Clarity for Inspiration
4. Don’t Over-specify
5. Note what is Non-negotiable.
6. Stretch Goals can improve Innovation
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Improving Communication of Staff with Patients
Practical Steps for Leaders to
Improve Communication at your Healthcare Organization.
1. Incorporate effective communication in your organization’s mandatorytraining program.
2. Make communication part of your organization’s culture.
3. Implement patient satisfaction surveys.
4. Schedule regular meetings for employees.
5. Utilize technology when appropriate.
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Impact of Ineffective Communication in Healthcare
Effects of Poor Communication
1. Medical Errors
2. Longer Wait Times
3. Wrong, Delayed, or Expensive Treatment
4. Incomplete Follow-up
5. Lack of Outreach to Elderly Patients
6. Uninformed Recommendations
7. Improper Handling of Medical Information
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Effects of Poor Communication
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Communication Barriers in Healthcare
WHY….What are the Barriers?
1. Complexity and volume of the service calls.
2. Inability to share information across departments.
3. Hurdles in upgrading to new communication systems.
4. Cost of hardware and infrastructure.
5. Difficulty in providing clear patient instructions via voice calls.
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Benefits of Effective Communication in Healthcare
What Effective Communication means for Patients and Staff
1. Improved Diagnostic accuracy.
2. Better Patient follow-through.
3. Higher Patient satisfaction.
4. Greater Team satisfaction:
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Communication Word Cloud
Duplicate as many times as needed – This will maintain consistency
throughout presentation
Font styles to choose from:Calibri (Body) Trebuchet MS
Century GothicRaleway
Remember to delete unused template and Questions slides!
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Effective Communication in Healthcare
ReferencesAhn, S. (2018). Communication, emotional labor and organizational commitment among nurses. Indian Journal of Public Health Research & Development 9(11), p970-976. DOI: 10.5958/0976-5506.2018.01584.X
André, B., Frigstad, S. A., Nøst, T. H., & Sjøvold, E. (2015). Exploring nursing staffs communication in stressful and non-stressful situations. Journal of Nursing Management, 24(2). doi:10.1111/jonm.12319
Bergstedt, K. (2020). Leadership Strategies to Promote Frontline Nursing Staff Engagement. Nursing Management, 48-53.
Jiang, X., Du, J., Zhou, J., & Cui, Y. (2020). The impact of negative informal information before a change on performance: A within-person approach. International Journal of Environmental Research and Public Health, 17(2), 1-13. doi:10.3390/ijerph17020670
Neufeld, D. J., Zeying, W., & Yulin, F. (2016). Remote leadership, communication effectiveness and leader performance. Group Decision & Negotiation, 19(3), 227-246.
Nickitas, D. (2019). First-face communication: Is digital technology impacting leadership communication effectiveness? Nursing Economics 37(2), p65-66.
Sanford, K. & Janney, M. (2019). Preparing the nurse executive of the future. The Journal of Nursing Administration 49(4), p171-173. DOI: 10.1097/NNA.0000000000000732Qian, J., Wang, B., Song, B., Li, X., Wu, L., Fang, Y. (2019). It takes two to tango: The impact of leaders’ listening
behavior on employees’ feedback seeking: Current Psychology, (38)3, 803-10. doi:10.1007/s12144-017-9656-y
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Questions?
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THANK YOU
I hope this information has been helpful!
Please contact me if you would like to schedule a review of your
facility, or have questions about the presentation
HealthTechS3Brentwood, TN
Office Phone: 760-656-0038Cell Phone: 760-234-8364
Website: [email protected]
John ColdsmithClinical Consultant
