Communication in Healthcare Foundations of Health Science

Definition of Communication Means of exchanging info between 2 or more people r/t Feelings Ideas Thoughts Communication is a basic component of human relationships

Forms of Communication ?? Painting Dancing Story-telling What do you think??

Communication is: Transmission of feelings Personal & Social interaction Therapeutic communication varies from Social Communication

Examples Couples---one complains the other is not communicating Generation Gap Efficient HCP….lacks bedside manner

The intent of Communication?? What is it ???

Answers: To elicit a response Influence others & obtain info Can be helpful or harmful

Helpful vs. Unhelpful Helpful: encourages sharing of info, thoughts or feelings Unhelpful: hinders/blocks transfer of info & feelings

Components of Communication Sender Message Receiver Response or Feedback

Ongoing Process Intent of communication---to elicit a response (feedback) Receiver becomes sender Roles switch

Feedback Verbal or Written Non-Verbal Combination Allows sender to evaluate response, to correct or reword the message

Examples of each Verbal---tone, inflections Written Nonverbal—gestures, facial expressions, body language

Verbal Communication Largely conscious…people choose words used Words vary accdg. to culture, socioeconomic background, age & education

Question: Is chatting or social talk effective as a communication technique in healthcare?

Non Verbal Body language, gestures, touch Often tells more about a person than what is actually said Controlled less consciously than verbal Reinforces or contradicts verbal— examples

Techniques of Communication Open Ended Questions Asks for narrative info Lets the person express themselves Encourages a response Builds & enhances support

Open Ended ?--Examples What brings you to the hospital? Tell me why you’ve come here today? How have you been getting along? Tell me more about your shortness of breath…. How have you been feeling since your last appt?

Closed or Direct Questions Asks for specific info Elicits a short, one or two word answer—yes or no Limits rapport

Helpful Hints Ask only one question at a time Avoid bombarding with long lists Pain, double vision, watering or red eyes? Avoid double-barreled questions Do you exercise and follow a diet for your weight? The person will not know what to answer— and you won’t be certain of the answer

Helpful Hints Understandable language Urinating?? Running off---may mean diarrhea to some

Facilitating Communication Encourages the patient to say more Examples: Go on… uh huh… continue…. yes..

Reflection Echoes patient’s words Example—Patient says: “I am afraid of surgery” HCP response: “You’re afraid of surgery?”

Clarification When unsure of your client’s meaning Use phrases such as: Let me see if I understand I want to be clear on this