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Communication Within Health Care Organizations
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Communication Networks n Organizational Chart
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Formal Communication Channels n Established by how organization is put together
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n Grapevine Informal Communication Channels
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Direction of Communication Flow n Downward Communication – Formal from people with formal power to staff employees
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Upward Communication n Comes from staff and flows upward to the people in charge
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Vertical Communication n Combination of upward and downward – Policies – Finished products or reports from staff – Formal meetings or training sessions
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Horizontal Communication n When departments or group of people in the same level of org chart need to talk to each other.
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Diagonal Communication n Flow of communication between departments or people on different lateral planes of org. chart.
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Interdisciplinary Communication n Definition-communication between health practitioners n Changing Roles – Roles of health care practitioners are being expanded – More management involvement
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Consultant, Collaborator and Referral Source Roles n Consultant – Acts as a temporary adviser on current problems – Doesn’t always see the patient
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Collaborator n Two or more people working together to a common end n May share or exchange roles
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Referral Source n Someone to whom the health professional turns for material information or to transfer care
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Turf Issues n Territorial rights with in an area of expertise n Establish rapport with others within organization to avoid this
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Modes of Interdisciplinary Communication n Case Conferences – All health professionals involved in the client’s care meet – Discuss care and discharge plan – Difficult to assemble all involved – Keep it productive
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Telephone n Should be for specific needs n If need can be taken care of through written means, do so. Telephone calls can disrupt patient care
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Points to Remember When Using the Phone n Answer within 3 rings n Greet the caller with facility, name and department n Convey emotions through the voice n Smile to convey friendliness n Be a good listener and use caller’s name n Try to meet the caller’s needs
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Letters, Forms and Notes n Brief n Specific n Don’t take a referral unless you know why the client is being referred
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The Medical Record n The major form of interdisciplinary communication n Should be clear, concise, brief, legible and accessible n It is a legal document
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