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 7

8. Describe the use of information technology in healthcare settings. 1.Identify a variety of electronic communication devices used in healthcare facilities. 2.Identify different types and content of health records (patient, pharmacy, and laboratory). 3.Describe the importance of policies and procedures related to electronic communication required by national, state, local and organizational levels. 4.Explain procedures for accurate documentation and use of electronic and print health records. 5.Discuss validity of web based resources. Competency 7

9. Recommended Content When it comes to electronic devices, student are often more knowledgeable in this area than their instructors. A variety of electronic devices are used in health care such as: Computer, iPad or Tablet, Cellphone, iPod and Distance diagnosing/assessment tools Identification of Electronic Devices

10. Recommended Content There are many parts to the content of a health record and it is critical to keep a patient’s health record up to date. It’s recommended that patients review their record at every appointment. Health Records

11. The contents of a patient’s health record include: Patient’s full name Patient’s personal home address Telephone numbers Insurance information Financial information History of health issues Medications Symptoms of illnesses presented Diagnosis Diagnostic test results Health Records

12. Recommended Content When addressing the issue of policies and procedures electronically, the important things to be aware of are: The policies and procedures must indicate personnel responsibility for usage of data The importance of confidentiality Proper usage of the devices Maintenance of the devices Policies and Procedures

13. Recommended Content Briefly, the procedures for accurate documentation and use of electronic and printed health records are: Records are a legal document The data is permissible in court, and Printed documents must be destroyed properly through shredding Accurate Documentation

14. Recommended Content The World Wide Web is full of information but not all of the information is valid or reliable. When using web-based resources, it is important to recommend credible sites, such as governmental sites, nationally recognized foundations, and major medical institutions. Never place any personal information on non-secured web site. Web Based Resources

15. Competency 8

16. Using a problem solving process applied to healthcare situations, describe how healthcare workers can effectively communicate with their clients/individuals and team members. There are two units in this module competency with accompanying learning activities. 1.Describe the steps in problem solving and solution identification utilizing a team approach. 2.Describe the workplace situations in which problem-solving process are utilized. Competency 8

17. Recommended Content 1.Identify the problem 2.Analyze the problem 3.Generate and analyze solutions – brainstorm for possible solutions, evaluate the best solution 4.Implement the best solution 5.Evaluate the solution’s effect, plan the next steps Problem Solving

18. AssignmentResourcesNotes CHC Competency #8: Scenarios of Effective Communication Assignment on websiteScenarios given that demonstrate barriers to communication and effective communication Competency 8: Problem Solving Process Recommended Learning Activities Assignment

19. Berardo, K. (2007). 10 Strategies for overcoming language barriers. Retrieved from http://www.culturosity.com/pdfs/10%20Strategies%20for%20Overcoming%20Language%20Barriers.pdf Berman, A., Snyder, S.J., Kozier, B., and Erb, G. (2008). Communicating. In A. Berman, S.J. Snyder, B. Kozier, and G. Erb (Eds.). Kozier and Erb’s Fundamentals of nursing: Concepts, process, and practice (8 th ed.) (pp. 459-85). Upper Saddle River, NJ: Prentice Hall Cherry, K. (2011). Top 10 Nonverbal Communication Tips Improve Your Nonverbal Communication Skills With These Tips. Retrieved from http://psychology.about.com/od/nonverbalcommunication/tp/nonverbaltips.htm References

20. Ethnologue Organization. (n.d.) Retrieved from http://www.ethnologue.com Industrial Engineering. (n.d.) Communication and Consumer Behavior. Retrieved from http://industrialeducation.blogspot.com/2009/07/communication-consumer-behavior.html Kathol, D. (2006). Communication. In B.L. Christensen and E. O. Kockrow (Eds.). Foundations and adult health nursing (5 th ed.) (pp. 33-52). St. Louis, MO: Elsevier, Mosby McGill, I. and Beaty, L. (1994). Action learning: A guide for professional management and educational development (2 nd ed.). Sterling: VA: Stylus Publishing Inc. References

21. 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

22. Author: Dede Carr, BS, CDA, LDA; Pat Reinhart, RN 22 “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.