1. Educate the Educator - Communication in Healthcare

2. This module emphasizes the importance of effective communication between and among healthcare employees and their clients/individuals. Verbal and nonverbal communication, listening skills, interpersonal communication, team communication, documentation and reporting, and the use of electronic communication devices are included. Focus is on the development of effective communication skills to support quality client/individual care. Communications in Healthcare Settings Module Description

3. This module consists of 8 competencies. Each competency is divided into unit competencies with learning activities to help students master the competency. Each learning activity is explained on the Module Outline and the resources described. Choose the learning activities that best meet your classroom needs. Module Outline and Instructor Resources

4. Find these learning activities and resources on the website or create your own. The Course Outline also has documents that the instructor can use in teaching the lesson. These competencies are listed on the following slide and will then be addressed throughout the remainder of the power point. Click on the following links for course information. Communications in Healthcare Settings Syllabus Communications in Healthcare Settings Module Competencies and Instructor Notes Module Outline and Instructor Resources

5. Describe the components of verbal and nonverbal communication and situations in which these skills can be effectively used. Explain how active listening can improve client/individual and team communication. Use a variety of communication techniques to achieve effective interpersonal and team communications. Describe communication skills that are important when managing conflict. Communications in Healthcare Module Competencies

6. Explain the components of accurate and appropriate documentation and reporting including common medical abbreviations. Explain the roles and responsibilities of team members. Describe the use of information technology in healthcare settings. Using a problem solving process applied to healthcare situations, describe how healthcare workers can effectively communicate with their clients/individuals and team members. Communications in Healthcare Module Competencies

7. Competency 5

8. Explain the components of accurate and appropriate documentation and reporting including common medical abbreviations. This module competency consists of seven units with corresponding learning activities. 1.Describe the components of accurate documentation, including common medical abbreviations. 2.Describe the components of accurate and appropriate reporting. 3.Recognize and report abnormal physical changes to supervisor or appropriate person. Competency 5

9. This module competency consists of seven units with corresponding learning activities. 4.Recognize and report objective information (signs) to the charge nurse. 5.Recognize and report what the resident may tell you (subjective information or symptoms). 6.Identify common roots, prefixes, and suffixes to communicate information. 7.Identify medical abbreviations to communicate information. Competency 5

10. Recommended Content To begin this competency, it is important that students understand the definition of report, record and chart. Report: An oral, written or computer-based communication intended to convey information to others Record: Written or computer-based collection of data Accuracy and Appropriate Documentation Ramon, P.R. and Niedringhaus, D. M. (2008)

11. Medical or Clinical Record: Collection of all documents that are filed together to form a complete chronological health history of a particular patient Formal, legal document that provides evidence of the client’s care Charting/Recording/Documenting: Process of making an entry into the client’s clinical record Accuracy and Appropriate Documentation Ramon, P.R. and Niedringhaus, D. M. (2008)

12. The curriculum lists the components of documentation as: Accuracy Verify client’s name and identification information Make accurate notations—ones that consist of facts or observations rather than opinions or interpretations Legibility Make all entries legible and easy to read to prevent interpretation error Accuracy and Appropriate Documentation Ramon, P.R. and Niedringhaus, D. M. (2008)

13. Date Document date and time with each entry Record time using either convention time denoting AM or PM, or using 24-hour clock (military time) Full Signature and Title Sign entries made in notes at the time you make the entry Use name and title in the signature-Example: J. Green, CNA would be correct, depending on facility policy Accuracy and Appropriate Documentation Ramon, P.R. and Niedringhaus, D. M. (2008)

14. Correct Spelling Use correct spelling to ensure accuracy in documentation State the Facts, not Opinions Describe what you see and hear, not what you think or interpret for client actions Quote client directly in client’s exact words when documenting client’s concerns Accuracy and Appropriate Documentation Ramon, P.R. and Niedringhaus, D. M. (2008)

15. The components of reporting are: Only facts are reported, not opinions Be clear and specific in reporting Follow chain of command if any issues arise Use proper reporting etiquette such as appropriateness and completeness, conciseness, proper terminology and correct spelling Accuracy and Appropriate Documentation

16. Recommended Content The following list of abnormal physical changes should be reported to the appropriate person. Abnormal Physical Changes and Objective Information Shortness of breathe Rapid Respirations Excessive sweating Swelling of arms and legs Vomiting CyanosisFeverCoughBlood in stoolWatery or hard stool Excessive drowsiness Blood in urineStrong urine odor Persistent skin redness Increased confusion or memory loss

17. It is also critical for the healthcare provider to report and subjective information or symptoms a patient might share such as those listed below. Subjective Information Chest painAbdominal painPain upon movement Nausea Difficulty or painful urination Change in appetiteTrouble swallowing or chewing Change of mood

18. Recommended Content At this point in the documentation and reporting competency, students are asked to identify common roots, prefixes, and suffixes in order to communicate information effectively. Students are also introduced to medical abbreviations. Word Parts and Abbreviations

19. Included in medical terminology are: Roots Prefixes Suffixes Abbreviations The usage of medical terminology includes: Using only approved terms for appropriate healthcare area Knowing that each area has specific terms Being aware that medical terms may not be understood by care recipients Word Parts and Abbreviations

20. AssignmentResourcesNotes CHC Competency #5: Documentation Activity Assignment on websiteShort scenario on the importance of accurate documentation in healthcare Competency 5: Accurate and Appropriate Documentation Recommended Learning Activities

21. Competency 6

22. Explain the roles and responsibilities of team members. Embedded in this competency are five units and their learning activities. 1.Recognize characteristics of effective teams. 2.Discuss methods for building positive team relationships. 3.Describe attributes and attitudes of an effective leader. 4.Describe the roles workers have in healthcare teams across a variety of healthcare settings. 5.Examine the impact healthcare teamwork and partnerships have in meeting client healthcare needs. Competency 6

23. Recommended Content In order to address the characteristics and effectiveness of a team, here is one definition of a team: "A team is a small number of people with complementary skills who are committed to a common purpose, performance goals, and approach for which they are mutually accountable." Characteristics of Effective Teams

24. The curriculum lists the characteristics of effective team as the following: Respectful Purpose driven Patient/resident centered Open-minded Displays patience Inclusive Characteristics of Effective Teams

25. Other characteristics of a good team include: Everyone participates actively and positively in meetings and projects. Team goals are understood by everyone. Members are carefully listened to and receive thoughtful feedback. Everyone takes initiative to get things done. Each teammate trusts the judgment of the others. The team is willing to take risks Characteristics of Effective Teams

26. The following is a list of characteristics in building positive team relationships. Provide positive feedback to the team members. Listen to all suggestions with an open mind. Recognize contributions of team members and that all contributions are valid. Team Relationships

27. Discuss rather than dictate the options presented by the various team members Bring client/family in where and when needed and listen closely to their needs. Tip on presenting the material Students struggle quite often being a part of a team. They want to do it on their own. They don’t want their grade dependent on someone else. It is tough at times to provide the encouragement that they need to be a successful part of the team. Team Relationships

28. The characteristics of an effective leader are numerous and they are not achieved very easily. Effective Leaders Patience DisplayedEncouragingRespectful KindAssertive, not aggressiveKnowledgeable OrganizedRespects confidentialityUnderstanding

29. Basic role is dependent upon the focus of the team All teams share a similar goal: to better the care/situation of a client The job description of the team member will also determine the role played by each member when an action is determined etc. Team Roles

30. Impact of team on meeting needs of client include: Care will be consistent Attitude of care giver positive Client feels included in cares Family feels included in cares Confidence of client, family and caregiver increases Care giver feels valued Quality of care improves Impact of Teamwork

31. AssignmentResourcesNotes CHC Competency #6: Communications and the Team Activity Assignment on websiteStudents answer questions on effective team communication Competency 6: Roles and Responsibilities of Team Members Recommended Learning Activities

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34. Medical Education Division of Brookside Associates. (2007). Patient relations. Nursing fundamentals I. Retrieved from http://www.brooksidepress.org/Products/Nursing_Fundamentals_1/lesson_1_Section_2.htm Ramon, P.R. and Niedringhaus, D. M. (2008). Client Communication. Fundamental nursing care (2 nd ed.) (pp. 226-242). Upper Saddle River, NJ: Person Prentice Hall University of Mississippi Business Faculty. (2004). Module 4: Communication Skills. Retrieved from faculty.bus.olemiss.edu/dvorhies/.../Module%2004%203E.ppt References

35. Author: Dede Carr, BS, CDA, LDA; Pat Reinhart, RN 35 “This workforce solution was funded by a grant awarded by the U.S. Department of Labor’s Employment and Training Administration. The solution was created by the grantee and does not necessarily reflect the official position of the U.S. Department of Labor. The Department of Labor makes no guarantees, warranties, or assurances of any kind, express or implied, with respect to such information, including any information on linked sites and including, but not limited to, accuracy of the information or its completeness, timeliness, usefulness, adequacy, continued availability, or ownership.” This work is licensed under a Creative Commons Attribution 4.0 International License.