Communication Essential Skills for Health Care Professionals

Objectives Students will:Students will: –Demonstrate the use of positive communication techniques. –Utilize two types of communication. –Explore possible barriers to communication –Relate and communicate multicultural and multilingual needs. –Differentiate between subjective and objective information. –Maintain confidentiality. –Evaluate technological threats to confidentiality. –Discuss patient/client confidentiality. – Analyze legal ethical aspects of confidentiality.

Communication The exchange of informationThe exchange of information Two types:Two types: –Verbal - written or spoken language –Nonverbal - message spread through body language, gestures, expression

Effective Communication For communication to be effective: Use words that mean the same thing to you and the receiver of the message.Use words that mean the same thing to you and the receiver of the message. Use familiar words.Use familiar words. Be brief and concise.Be brief and concise. Give information in a logical and orderly manner.Give information in a logical and orderly manner. Give facts and be specificGive facts and be specific

Components of Communication Sender - person sending the messageSender - person sending the message Message - information to be conveyedMessage - information to be conveyed Receiver - person the information is intended forReceiver - person the information is intended for Problems in either component can lead to miscommunication and/or misunderstandingsProblems in either component can lead to miscommunication and/or misunderstandings

Barriers to Communication Communication barrier – Anything that gets in the way of clear communication.Communication barrier – Anything that gets in the way of clear communication. May be in sender, message, or receiverMay be in sender, message, or receiver Common Barriers include:Common Barriers include: –Psychological attitudes and prejudice –Cultural diversity –Physical disabilities

Psychological Barriers Psychological barriers are often caused by:Psychological barriers are often caused by: – Prejudice – Attitudes – Personality Stereotypes such as “dumb blonde” or “fat slob” cause us to make snap judgments about others that affect the communication process.Stereotypes such as “dumb blonde” or “fat slob” cause us to make snap judgments about others that affect the communication process. Health care workers must learn to put prejudice aside and show respect for all individuals.Health care workers must learn to put prejudice aside and show respect for all individuals.

Guidelines Health care workers must examine any prejudices they may have and learn to put these asideHealth care workers must examine any prejudices they may have and learn to put these aside Never use language that others may view as offensiveNever use language that others may view as offensive Learning to “read” others body language can help to prevent misunderstandingLearning to “read” others body language can help to prevent misunderstanding

Cultural Barriers All cultural beliefs must be respected.All cultural beliefs must be respected. Every culture has beliefs and practices regarding health and illness such as:Every culture has beliefs and practices regarding health and illness such as: –the body needs balance – if the body is cold, they eat hot foods. –illness is due to demons and evil spirits –illness is punishment from God Patients may practice their cultural remedies in addition to modern healthcare techniques.Patients may practice their cultural remedies in addition to modern healthcare techniques.

Guidelines for Cultural Diversity Language differences – people who don’t speak English may have a difficult time communicating. You should:Language differences – people who don’t speak English may have a difficult time communicating. You should: –Speak slowly –Use nonverbal communication (smile) –Avoid tendency to speak louder –Find an interpreter

Eye contact – in some cultures, it’s not acceptable, and looking down is a sign of respectEye contact – in some cultures, it’s not acceptable, and looking down is a sign of respect Terminal illness – in some cultures, the patient is NOT told his/her prognosis, and family members are responsible for making care decisionsTerminal illness – in some cultures, the patient is NOT told his/her prognosis, and family members are responsible for making care decisions Touch – in some cultures, it is wrong to touch someone on the head. Others may limit touch between male and femaleTouch – in some cultures, it is wrong to touch someone on the head. Others may limit touch between male and female Personal care – in some cultures, only family members provide personal carePersonal care – in some cultures, only family members provide personal care Guidelines for Cultural Differences

Respect and acceptance of cultural diversity is essential for any health care worker.Respect and acceptance of cultural diversity is essential for any health care worker. If unsure of cultural practices, speak with the patient or family to prevent future misunderstandingsIf unsure of cultural practices, speak with the patient or family to prevent future misunderstandings Guidelines for Cultural Differences

Physical Barriers Physical barriers may include: –Deafness or hearing loss –Blindness or impaired vision –Aphasia or speech disabilities

Communicating with the Hearing Impaired Use body language such as gestures and signs.Use body language such as gestures and signs. Speak clearly in short sentences.Speak clearly in short sentences. Face the individual to facilitate lip reading.Face the individual to facilitate lip reading. Write messages if necessary.Write messages if necessary. Make sure hearing aids are working properlyMake sure hearing aids are working properly

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

These patients may have difficulty remembering the correct words, may not be able to pronounce certain words, and may have slurred speech. The health care worker must be patientThe health care worker must be patient Allow them to try and speakAllow them to try and speak Encourage them to take their timeEncourage them to take their time Repeat the message to assure accuracyRepeat the message to assure accuracy Encourage them to use gestures or point to objectsEncourage them to use gestures or point to objects Provide pen and paper if they can writeProvide pen and paper if they can write Use pictures with key messages communicateUse pictures with key messages communicate Communicating with Patients with Aphasia or Speech Impediments

Recording and Reporting Reporting is the oral account of care and observations.Reporting is the oral account of care and observations. Recording (charting) is the written account of care and observations.Recording (charting) is the written account of care and observations. –During end-of-shift report, information is shared about: The care givenThe care given The care that must be givenThe care that must be given The person’s conditionThe person’s condition

Recording and Reporting Communication between health care workers is critical in ensuring quality patient care.Communication between health care workers is critical in ensuring quality patient care. Workers must listen carefully and make observations.Workers must listen carefully and make observations. Observations must be accurate, concise, and complete.Observations must be accurate, concise, and complete. Use facts and report only what you saw, not the reasons.Use facts and report only what you saw, not the reasons. –NOT – “Mrs. Jones is in pain.” –INSTEAD – “Mrs. Jones is holding her chest with wheezing as she breathes.” Objective / Sign – what was seen or ObservedObjective / Sign – what was seen or Observed Subjective / Symptom - what the patient SaidSubjective / Symptom - what the patient Said

Observations Health care workers use their senses to:Health care workers use their senses to:See –Color of skin, swelling or edema –Presence of rash or sore –Color of urine or stool –Amount of food eaten Smell –Body odor –Unusual odors of breath, wounds, urine or stool (feces) urine or stool (feces)

Observations Touch –Pulse –Dryness or temperature of skin –Perspiration –Swelling Hearing –Respirations –Abnormal body sounds –Coughs –Speech

The Medical Record The medical record, or chart, is:The medical record, or chart, is: A written account of a person’s condition and response to treatment and careA written account of a person’s condition and response to treatment and care A permanent, legal documentA permanent, legal document Medical facilities have policies about:Medical facilities have policies about: Who can see themWho can see them Who recordsWho records When to recordWhen to record AbbreviationsAbbreviations How to correcting errorsHow to correcting errors What color of ink to useWhat color of ink to use How to sign entriesHow to sign entries

Confidentiality You have an ethical and legal duty to keep the person’s information confidential.You have an ethical and legal duty to keep the person’s information confidential. The Health Insurance Portability and Accountability Act of 1996 (HIPAA) provides federal protections for personal health information and gives patients an array of rights with respect to that information.The Health Insurance Portability and Accountability Act of 1996 (HIPAA) provides federal protections for personal health information and gives patients an array of rights with respect to that information.

HIPAA Guidelines Health care workers have access to information related to the care of their patients.Health care workers have access to information related to the care of their patients. Any information is confidential and is only reported to others involved in care of the patient.Any information is confidential and is only reported to others involved in care of the patient. Care must be taken when reporting any information to prevent others from hearing the information.Care must be taken when reporting any information to prevent others from hearing the information. Patient information should never be discussed in public areas such as hallways, cafeterias, elevators, etc.Patient information should never be discussed in public areas such as hallways, cafeterias, elevators, etc.

Recording Time Many facilities use a 24 hour clock.Many facilities use a 24 hour clock. It eases the confusion of whether a time is AM or PM.It eases the confusion of whether a time is AM or PM. 1:00am :00am :00pm :00pm :30am :30am :30pm :30pm

Medical Terminology –Prefixes, roots, and suffixes A prefix is a word element placed before a root.A prefix is a word element placed before a root. The root is the word element that contains the basic meaning of the word.The root is the word element that contains the basic meaning of the word. A suffix is a word element placed after a root.A suffix is a word element placed after a root. –Medical terms are formed by combining word elements. Prefixes always come before roots.Prefixes always come before roots. Suffixes always come after roots.Suffixes always come after roots. A root can be combined with prefixes, roots, and suffixes.A root can be combined with prefixes, roots, and suffixes.

Abbreviations –Abbreviations are used frequently in health care facilities –Use only those accepted by the center.

Computers in Health Care Computers are routinely used in health care facilities to collect, send, record, and store information.Computers are routinely used in health care facilities to collect, send, record, and store information. The following guidelines apply:The following guidelines apply: –Use computers only for work purposes. –Do not share your password. –Employers may monitor your computer use. computer use.

Phone communications Good communication skills are needed when answering phones.Good communication skills are needed when answering phones. –Be professional and courteous. –Answer with a greeting, your location, name, and title. –Take messages accurately and deliver promptly. –Follow the center’s policies regarding who can answer and take messages. –Many facilities restrict cell phone use during work hours. during work hours.

Conflict Conflict can occur in any setting.Conflict can occur in any setting. If problems are not worked out, the following can occur:If problems are not worked out, the following can occur: Unkind words or actions occur.Unkind words or actions occur. The work setting becomes unpleasant.The work setting becomes unpleasant. Care is affected.Care is affected.

Dealing with Conflict Ask your supervisor for some time to talk privately.Ask your supervisor for some time to talk privately. Approach the person with whom you have the conflict.Approach the person with whom you have the conflict. Agree on a time and place to talk.Agree on a time and place to talk. Talk in a private setting.Talk in a private setting. Explain the problem.Explain the problem. Listen to the person.Listen to the person. Identify ways to solve the problem.Identify ways to solve the problem. Set a date and time to review the matter.Set a date and time to review the matter. Thank the person for meeting with you.Thank the person for meeting with you. Carry out the solution.Carry out the solution. Review the matter as scheduled.Review the matter as scheduled.

Problem - Solving Use the following steps to help resolve conflict. 1.Define the problem. 2.Collect information. 1.The information must be about the problem. 3.Identify possible solutions. 4.Select the best solution. 5.Carry out the solution. 6.Evaluate the results