1. Communication in Healthcare
Vivienne Josephs
Introduction to Health Knowledge
2011

2. Learning Outcomes Define communication
Describe the levels of communication
Discuss the forms of communication
Discuss the purpose of communication
Describe the key aspects of communication
Define therapeutic communication
Understand the importance of communication in nursing practice

3. What is communication?
‘the process where messages are conveyed from person to person’
(Hally, 2009)

4. Did you know…
60 % of medication errors are caused by mistakes in interpersonal communication1
Poor coordination of care is the most common cause of adverse events triggering root cause analyses1

8. What is the Purpose of Communication?
To establish positive nurse-patient relationships
To be effective in expressing interest/concern for patient/family
To provide health care information
To communicate with colleagues
Goal: Shared Meaning

9. Levels of Communication
Social: safe
Structured: e.g. assessing patients, interviewing etc
Therapeutic: patient focused, purposeful, time limited

10. What is Therapeutic Communication?
‘a specialised form of communication used in health settings to support, educate and empower people’
(Arnold, 2007 cited in Halley, 2009
A guide for International Nursing Students
in Australia and New Zealand)

11. Forms of Communication
Verbal
Non verbal

12. Verbal Communication Vocabulary Shared meanings Culturally sensitive
Pace
Tone
Clarity
Timing
relevance

13. Non Verbal Communication
Body Language
Personal appearance
Posture and gait
Facial expression
Gestures
Eye contact
Sounds
Personal space and touch

14. Key Aspects of Communication
Active Listening – most important
Empathy
Respect
Genuineness
Using touch
Using silence
Paraphrasing and clarifying
Culturally sensitive

16. Good Communication Skills
Courtesy
Respect
Active Listening
Culturally sensitive
Expressing empathy
Using touch
Using silence
Being genuine

17. Importance to Nursing Practice
To be a safe and competent nursing student, you must be able to demonstrate excellent communication skills
Communication is an essential skill in nursing
Poor communication can have serious consequences

18. How well do you communicate?
Most people percieve that they communicate really well
LET’S SEE!!!