1. C OMMUNICATION IN H EALTH C ARE Jacki Byrd, RN, BSN Montgomery County ATC

2. C OMMUNICATION What is communication? The exchange of information A message that is sent from one person and is correctly interpreted by the intended person

3. TYPES OF C OMMUNICATION Verbal Spoken words Written Letters Notes Memos Texts Medical chart Nonverbal Body language Facial expressions Hand gestures

4. V ERBAL C OMMUNICATION Always be clear and concise Be direct but tactful Use common language Okay to use medical terminology with co-workers, but when addressing a resident you need to use language that a resident and family can understand

5. A CTIVITY Get out one sheet of paper and a pen/pencil Get with your lab partner and put your chairs back to back and wait for my instructions……. One student is A, one student is B A…for two minutes draw anything on your paper…something a little more than a stick man Now, tell your partner (B) exactly what is on your paper and B, you must now draw it, as well. You have 5 minutes. Now compare…..

6. N ON V ERBAL COMMUNICATION Always be aware What you’re saying needs to match your body language and tone of voice Video: https://www.youtube.com/watch?v=Kc2yRqat7q8

7. W RITTEN C OMMUNICATION U should always Use gud grammer, punctuation and corret spellin? Be clear and specific when giving directions Document EVERYTHING!

8. W RITTEN C OMMUNICATION A CTIVITY Take 5 minutes and write directions on how to make a glass of chocolate milk. Silly? Maybe a little…but the same concept applies when working with residents. Be very specific and go step by step.

9. G OOD C OMMUNICATORS …. Are clear, concise and specific Use an even tone Use body language that enhances their spoken words Are attentive Are EFFECTIVE!

10. I MPORTANCE OF G OOD C OMMUNICATION IN H EALTH C ARE Ineffective communication can have a HUGE impact on health care 1995…a man in Tampa went in for amputation of a diseased leg and the MD cut off the wrong leg Writing down an incorrect dosage of medication could be lethal to a patient Not communicating availability or a shift trade could mean that no one is there to cover a shift Poor communication with a resident could be a direct danger to their safety

11. B ARRIERS TO EFFECTIVE COMMUNICATION Barrier—anything that gets in the way May be in the sender, message or receiver Common barriers may include: Psychological attitudes and prejudices Cultural diversity Physical disabilities

12. P SYCHOLOGICAL B ARRIERS Often caused by: Prejudice Attitudes personality Stereotypes such as “dumb blonde” or “fat slob” can cause us to make snap judgments about others that affect the communication process Focus on Quality: Healthcare workers must learn to put prejudice aside and show respect for all individuals. Never use language that is or could be interpreted as offensive

13. C ULTURAL B ARRIERS All cultural beliefs must be respected Every culture has beliefs and practices regarding health and illness Examples Buddhism—emphasis on dignity and an attitude of “saving face. When a person is sick, they are ashamed to seek treatment Filipino/Iranian/Chinese/Mexican—it is considered insensitive for a HC provider to deliver a poor prognosis. The MD will tell a family member and they will decide if the person needs to know Cambodia---the bigger the pill, the stronger it is. May only take ½ dose Some countries consider it honorable to stoically handle pain…so they refuse pain medication

14. C ULTURAL D IVERSITY Language differences Speak slowly Use nonverbal communication Avoid speaking louder Find an interpreter

15. C ULTURAL D IVERSITY Eye Contact In some cultures, looking down in a sign of respect Terminal illness Touch In some cultures it is wrong to touch a person on their head. Others may limit male/female touch Personal Care In some cultures, only family members provide personal care

16. P HYSICAL B ARRIERS May include: Deafness or hearing loss Blindness or impaired vision Aphasia or speech difficulties Dementia

17. C OMMUNICATING WITH THE H EARING I MPAIRED Use body language such as gestures and hand motions Speak clearly and in short sentences Face the individual to facilitate lip reading Write messages if necessary Make sure hearing aids are turned on and working properly May have to raise your voice….especially if you have a quiet voice

18. C OMMUNICATING WITH THE VISUALLY IMPAIRED Use a soft tone of voice Describe events that are occurring Announce your presence as you enter a room Explain sounds or noises Use touch when appropriate

19. C OMMUNICATING WITH P ATIENTS WITH A PHASIA OR SPEECH IMPEDIMENTS BE PATIENT Allow them to try and speak Encourage them to take their time Repeat the message to assure accuracy Encourage them to use gestures or point to objects Assure them that you are willing to take the time to listen to them

20. P HONE E TIQUETTE Always answer by identifying your company and your name/title “How may I help you?” Yes, ma’am/No, sir Can you hold just a moment please? Don’t interrupt the caller Take a detailed message Get name, number Time of call Information needed

21. C OMING UP Due Thursday: Ch 4 workbook TOMORROW: The medical chart Military Time