Communication Skills Lecture - Baze University

COMMUNICATION SKILLS DR. CHRIS AGBOGHOROMA MBBS, MA, MPH, MD, FICS, FWACS, FMCOG BAZE UNIVERSITY ABUJA  INTRODUCTION -1 Communication is an essential part of medical practice. Good communication enables the doctor to identify a patients problem more rapidly and accura...

COMMUNICATION SKILLS DR. CHRIS AGBOGHOROMA MBBS, MA, MPH, MD, FICS, FWACS, FMCOG BAZE UNIVERSITY ABUJA  INTRODUCTION -1 Communication is an essential part of medical practice. Good communication enables the doctor to identify a patients problem more rapidly and accurately, and the patients benefit from a better understanding of their condition and its management. Good communication skills are very important part of good medical practice  INTRODUCTION -2 Poor Communication skills are associated with increased medico-legal issues and burnout. Never be complacent about your communication skills. Efforts should be maid to review performance over time  MAIN TYPES OF COMMUNICATION IN HEALTH CARE There are four main types of communication in healthcare. Its important for medical professionals to be proficient in all four, as each contributes toward them being well-rounded and effective communicators. These include: MAIN TYPES OF COMMUNICATION IN HEALTH CARE -1 1. VERBAL COMMUNICATION: When a healthcare professional speak aloud, whether in person, on the telephone, or on a video call. This can be to colleagues, patients, or patients family members. There is more to verbal communication than the words that are said – its equally as important to be conscious of how they are spoken including the tone and pitch. When speaking its important to remain professional and courteous to others at all times – even when emotions are high and tempers fraught. This is why verbal communication skills should be a priority MAIN TYPES OF COMMUNICATION IN HEALTH CARE -2 2. NON-VERBAL COMMUNICATION Non-verbal communication, such as body language and facial expressions can affect how a patient absorbs information. For example, negative body language could unnecessarily exacerbate a patients anxiety, which may affect a professionals credibility. Often in medicine we convey empathy, confidence, and reassurance, which is why solid non-verbal communication is very important MAIN TYPES OF COMMUNICATION IN HEALTH CARE -3 3. WRITTEN COMMUNICATION Written communication should be thorough yet succinct, as well as clear and accurate. Whether its prescription, a referral letter, record, an email, or personal data. All forms of written communication must be to a consistently high standard MAIN TYPES OF COMMUNICATION IN HEALTH CARE -4 4. FORMAL COMMUNICATION When dealing with sensitive subjects such as a patients health, formal communication should be used. This include avoiding medical jargon, to make the content explicit.  WHY EFFECTIVE COMMUNICATION IS IMPORTANT IN HEALTHCARE SETTING. To understand a patients need To help track and communicate changes in care To create synergy between practitioners and team members  SOME BENEFITS OF EFFECTIVE COMMUNICATION IN HEALTHCARE Making personal connections Cultural awareness Better patient satisfaction WAYS TO IMPROVE COMMUNICATION IN THE HEALTH SETTING Health care workers are encouraged to attend courses to improve their communication skills. This can be achieved through online eLearning courses.  Courses in Communication should ADDRESS ACTIVE LISTENING The process of showing someone that they are being listened to, such as by maintaining eye contact or nodding. TO BE EMPATHETIC Sympathy is easy to give, whereas empathy is somewhat harder , it is also much more effective. It includes active listening, offering support, asking questions and being non- judgmental  Courses in Communication should ADDRESS -2 TO TAKE NOTES To avoid errors and important point, detailed notes should be taken. This will also help with synergy between team members, who can refer to those notes BE DIRECT, CONCISE AND OPEN. Sometimes healthcare professionals may have to give patients and their families bad news but doing so directly, concisely and openly is better than trying to skirt awkwardly around the subject. However in doing so professionals must ensure empathy and understanding – it’s a difficult but important balancing act  SUMMARY - COMPONENTS OF GOOD COMMUNICATION SKILL Maintaining good eye contact Checking the patients prior knowledge or understanding Active listening Encouraging verbal and non-verbal communication Avoiding jargon Eliciting and addressing the patients agenda Ability to discuss difficult issues Going at a pace that is comfortable for the patient. THANK YOU