Lines of Communication with patients

Elham Abd El-Kader FayadProfessor of Psychiatric & Mental Health

Nursing

Healthcare providers must ensure that their patients are truly informed educated and know what to expect from their medical procedures. Such as approach providers many benefits, including:

Improving patient satisfaction. Creating greater operational

efficiencies. Managing risk and reducing

litigation.

Building stronger relationships with patients; and

Supporting efforts to reduce errors and improve outcomes.

So, it is important to evaluate and refine the communication styles of health care providers to suit health patient’s needs.

Various types of communication channels

Downward UpwardHorizontalInformal

Downward Communication

Is composed of messages flowing from higher to lower levels of an organization and often suffers from:

*Message not being received.

*Information overload.

*Organizational bypassing. *Distortion or filtering. *Providing the wrong

information. *Not using communication as a

motivational tool

Upward Communication

Is composed of messages flowing from lower to higher levels of an organization and often suffers from:

-Substantial distortion emphasizing cogititiveness instead of accuracy.

-Discouragement by management.

-Intimidation of employees and management.

-Lack of apparent management interest.

Horizontal Communication Is composed of messages

exchanged between peers within organizations and often suffers from:

-Lack of encouragement by

management.

-Specialization among peers.

Informal Communication

Is composed of messages exchanged among organizational members in ways other than official communication channels and often damages formal communications by communicating inaccurate or distorted information.

Dynamic Skills in Interpersonal Communication

Active listening.Assertiveness.Defensive and supportive

communication.

Developing Active Listening Skills

Being Non-evaluative. Paraphrasing the presented

content (thought and/or feelings).

Reflecting the implications. Reflecting the underlying

feelings. Inviting further contributions. Using non-verbal listening

responses.

Elements of Active Listening

Let the client take the lead.Seek clarification.When in double, listen.

Problems in Active Listening

The length of the message.Rounding off the message.Expectations.Faking attention

External preoccupation.Self-consciousness.Wasting thought power

Focusing only on facts or details.

Focusing on the speaker’s.Personal characteristics.

Assertiveness Positive influence. Attentive listening behavior.

Generally assured manner, communicating caring and strength.

Firm, warm, well modulated relaxed vice.

Open, frank, direct. Eye contact, but not staring.

Well balanced, straight on, relaxed.

Relaxed motions.

Non-assertive

Non influence. Verbal apologetic words. Nonverbal actions instead of

words. Vice weak, hesitant, soft.

Eyes: averted, teary, pleading Stance & posture hands:

Leaning for support, excessive head nodding.

fluttery, clammy.

Aggressive Negative influence. Exaggerated show of strength,

sarcastic style. Air superiority. tensed., loud, shaky, cold, deadly

quit, demanding superior.

Eyes expressionless. Narrowed, cld, starting, not really seeing others.

Hands on hips, feet apart. Stiff, rigid rude.

Clenched, abrupt gestures, fingerpointing, fist pounding.

Skills Building: Becoming mre Assertive

Three are several techniques you may find useful in improving your assertive style these include:

*The use of an “I-statement”

*Examine your attitude toward your own and others right.

*Get feedback about your behavior.

*Know that sometimes you may choose not to be assertive.

Defensive and Supportive Communication

Categories f behavior characteristic of supportive and defensive climates

Defensive Climate

Evaluation. Control. Strategy. Neutrality. Superiority. Certainty.

Supportive Climate

Description. Problem orientation. Spontaneity. Empathy. Equality. Provisionally

Ways of improving Human Relationships

Techniques for improving relationships with others include:

Dimension: Methods for improvement.

Attraction Avoid complaining. Take a cooperative approach as

if you like your work Treat others as equals Demonstrate liking for others Use active listening techniques

Dominance

Control rewards or punishments. Create obligations. Control the environment. Exert legitimate power. Use reason.

Involvement

Try to reach “Unreachable” people.

Use leveling. Use self-disclosure

Effective listening: The HEAR Formula

To be helpful.To be empathic.To be attentive.To be responsive

To be helpful Minimize waiting time. Act unhurried. Make the environment

attractive. Eliminate potential distractions. Invite future interactions.

To be empathic Show that the other’s feelings

are understood. Show that other’s person is

cared abut. Use active listening

techniques.

To be attentive

Suspend your reactins. Show understanding before

disagreeing. Paraphrase and summarize.

To be responsive

Maintain eye contact.Use nonverbal reinforcementAsk questionsLet the other person talk.

Your personal experiences & reflections.

Your sense of hw people get their needs met.

Your interests, values.

Theories & Techniques of Communication

Underlying principles of behavior.

Focus of intervention: feelings, behaviors, and/or thoughts techniques.

Your work environment

Who do you serve? What are their needs? What are your responsibilities to

them?

Making necessary adjustments

Make on extra effort to build trust. Be aware of changing dynamics Empower your patients Manage patient expectations. Provide more information in less

time.