Chapter 3 COMMUNICATION Jan Orr and Diana Morris

Introduction This presentation examines the importance of effective communication within the healthcare environment. You should work through the notes here before practising the skills covered in the printed book. Part 1 – What is Communication? Part 2 – Communication in Practice Part 3 – Multiprofessional Team Working

PART 1: What is communication?

What is Communication ? Communication is… social interaction through messages, involving transmission of information from one person to another (Bailie 2005) required in order to fulfil defined goals, for example to transmit facts, feelings and meanings (Peate 2006)

Importance of good communication The professional code of conduct for nurses is underpinned by the need for effective and collaborative communication at all times (NMC 2004) The Essence of Care (DOH 2001a), states that all practicable steps must be taken to communicate effectively with patients and their carers

Ways to Communicate Verbal - linguistic Open and closed questions Non verbal communication Paralanguage – vocal cues that accompany language Kinesics – body movement Occulesica – eye movements and messages conveyed by the eyes Appearance Proxemics – interpersonal space Haptics – touch Olfactics – smell Chronemics – how people organise and react to time Facial expressions

Barriers to Communication Physical – e.g. illness, injury, sensory impairment, poor diet Cultural – e.g. language barriers, tradition, religion Dyslexia Age - development Education Peer pressure Time pressures Tiredness Apathy Lack of life and job satisfaction

PART 2: Communication in Practice

Communication in Practice Communication requires consideration of: Individual Families and carers Diversity Good communication requires: Respect Rapport Trust Creativity Empathy

The Good Communicator The good communicator will be: Genuine Respectful Available Honest Effective at listening Empathic

Results of Effective Communication Accurate identification of problems Patient satisfaction Patients more likely to comply with their treatment or life-style advice Reduced distress When patients’ views are taken into account overall quality of care is improved Job satisfaction Fewer clinical errors are made Fewer patient complaints

Results of Poor Communication Confusion Clinical incidents Poor staff morale Delayed patient discharge Complications – infection, pressure ulcers Increased patient anxiety Complaints

PART 3: Multiprofessional Team Working

Multiprofessional Team Working Team workers should: Value each other Understand each other’s roles and responsibilities Develop a sense of mutual respect Maintain a good standard of documentation Be diverse Listen Involve the patient/client and their family/carer

Summary Communication is vital to effective care delivery Everyone communicates differently Patient/client involvement is vital Multi professional team working is important Think widely about who could be in the team, it may include people outside of health care Documentation in accordance to your professional accountability is a necessity