Communicating in Healthcare - Chapter 1 PDF

Communicating in Health Care Chapter 1 Copyright © 2020 by Elsevier, Inc. All Right s Reserved  Learning Objectives 1. Discuss the importance of maintaining rapport and confidentiality with patients. 2. Discuss the elements of communication. 3. Differentiat...

Communicating in Health Care Chapter 1 Copyright © 2020 by Elsevier, Inc. All Right s Reserved  Learning Objectives 1. Discuss the importance of maintaining rapport and confidentiality with patients. 2. Discuss the elements of communication. 3. Differentiate between verbal and nonverbal communication. 4. List the steps in effective communication. 5. Discuss the responsibilities of both the health care professional and the patient in the communication process. 6. Explain the purpose of maintaining a professional distance and using empathy in patient care. Copyright © 2020 by Elsevier, Inc. All Right s Reserved  The Importance of Communication in Health Care Communication Vital and critical skill Effectively transmits our needs and wants Forms important bonds and rapport rapport - a relationship, usually of mutual trust and regard Transmit information to and from: Providers Patients Copyright © 2020 by Elsevier, Inc. All Right s Reserved Patient Confidentiality and HIPAA (1 of 2) Patient-provider confidentiality has always been important Included in every specialty’s code of ethics Health Insurance Portability and Accountability Act of 1996 (HIPAA) Federal law Protects patient health information Copyright © 2020 by Elsevier, Inc. All Rights Reserved Patient Confidentiality and HIPAA (2 of 2) Disclosure – the sending of health information Patients must authorize Protected health information (PHI) – health data that can be identified with an individual It is your responsibility to protect patient PHI May not be disclosed to anyone without patient permission (not even family) Must take care to safeguard pt info when communicating to coworkers Health care professionals may only use the minimum necessary PHI needed to care for the patient Copyright © 2020 by Elsevier, Inc. All Rights Reserved  Elements of Communication Message - the idea or information we wish to convey Sender - initiates and transmits the message Channel - verbal, nonverbal, or written Receiver - the person for whom the message is intended Feedback - a response indicating whether the message was received and understood Clarification – asks for more info Verification – receiver indicates understanding Copyright © 2020 by Elsevier, Inc. All Rights Reserved  Verbal Communication Oral communication: Spoken words Everyday speech Slang – informal Idiom – well-known figure of speech Colloquialism – regional phrase Jargon – unique to a profession Medical terminology comes from Greek and Latin languages Written communication Medical notes, memos, letters and faxes Copyright © 2020 by Elsevier, Inc. All Rights Reserved  Nonverbal Communication (1 of 2) Body language – exchanging messages without words Paralanguage Sighing, humming, laughing Volume, pitch, tone Often more important than verbal exchange Incongruence Non-verbal cues inconsistent with the intended message Patient is not telling the truth Can lead to communication breakdown Copyright © 2020 by Elsevier, Inc. All Rights Reserved  Nonverbal Communication (2 of 2) Kinesics – body movements Gestures, posture, facial expressions Eye contact/“eye messages” May be easy to read, but use caution Different meanings in other cultures Proxemics – Physical closeness, spatial awareness Personal space – within 3 feet in dominant culture May be affected by foul/strong smells May be limited for infection control Touch - required for procedures Can show concern and compassion, BUT In certain situations, an unwelcome touch may be considered Copyright assault © 2020 by Elsevier, Inc. All Rights Reserved  Communicating with Patients Therapeutic relationships Benefit patient health (physical/mental) Built on respectful interaction Elicit full understanding of patient’s needs Short- or long-term Communication is the key Necessary for patient compliance – the act of a patient following the instructions of the health care team Dynamics – the psychological background and inner workings of interpersonal relationships Copyright © 2020 by Elsevier, Inc. All Rights Reserved  Steps in Communication Process 1. Preparatory, introductory or orientation Introduces participants to each other Helps form mutual agreement to exchange info 2. Maintenance Conversation is focused on task at hand Keeps the exchange on track by controlling flow 3. Termination or conclusion After successful exchange, both parties satisfied Goals for patient’s needs have been achieved Copyright © 2020 by Elsevier, Inc. All Rights Reserved  Your Responsibility to the Patient (1 of 2) You must understand yourself before effectively communicating with a patient. Are you ready for the demands of healthcare? You are responsible for the maintenance step If patient begins to ramble, steer the conversation Communication must be honest, ethical and legal Only discuss information in your scope of practice Must honor the provider’s instructions Absolutely no patient information can be shared with anyone without consent (HIPAA) Copyright © 2020 by Elsevier, Inc. All Rights Reserved  Your Responsibility to the Patient (2 of 2) Communication Guidelines Know pt history Know the goal of the exchange, but be flexible to pt needs Anticipate communication barriers Be courteous and compassionate Communicate at the level of the pt’s understanding Be objective Check for pt understanding Validate the patient’s feelings Copyright © 2020 by Elsevier, Inc. All Rights Reserved The Patient’s Responsibility to You Passive patients – those who simply sit and listen Active patients – more likely to follow directions Patients should be active partners in communication Be truthful and open about concerns Provide full medical history regardless of reluctance Participate in independent self-care as best they can Comply with health care directions Copyright © 2020 by Elsevier, Inc. All Rights Reserved  Addressing Your Patient Your approach shows your level of professionalism Poise, physical appearance and actions Speak respectfully and always maintain professionalism Greet the patient properly Use surnames with adults (Mr., Mrs., etc.) No pet names Never refer to a patient as a medical condition but as an individual Strike a balance to be neither too friendly nor too distant Copyright © 2020 by Elsevier, Inc. All Rights Reserved Maintaining a Professional Distance Allows us to work with patients while maintaining a therapeutic relationship Focus must be on patients and not our personal lives Patients have their own burdens Some patients try to engage in a personal exchange If appropriate, politely address just that question Always steer the exchange back to health care Step back if you find yourself trying to establish friendships with your patients Copyright © 2020 by Elsevier, Inc. All Rights Reserved Sympathy, Empathy, and Compassion Sympathy Concern for another, feeling sorry for another Empathy Experiencing the same feelings as another Drives compassion - taking action to reduce the patient’s distress Compassion fatigue Exhaustion from caring for others Can affect your own physical and mental health Copyright © 2020 by Elsevier, Inc. All Rights Reserved  Learning from Communication Failures Avoid establishing dependent relationship with patient Goal is independence and continuing self-care Be able to discourage patient’s dependence on you Take steps to ensure successful therapeutic exchanges in the future Avoid clichéd statements. Avoid using idioms Do not impose your own moral values Be aware of kinetics and facial expressions If you cannot answer a question, be honest Copyright © 2020 by Elsevier, Inc. All Rights Reserved