Communication Summary PDF

Communication : It is seen as the process of transferring information and interacting to achieve mutual understanding. It involves verbal and non-verbal elements that convey thoughts, emotions, and ideas. Central to patient-doctor relationships, impacting...

Communication : It is seen as the process of transferring information and interacting to achieve mutual understanding. It involves verbal and non-verbal elements that convey thoughts, emotions, and ideas. Central to patient-doctor relationships, impacting diagnosis, treatment, and care satisfaction. COMMUNICATION THEORY For most North Americans: Communication is a learned skill based on 3 pillars: A circle formed with the index finger and thumb signals satisfaction. Accuracy: Ensures information is clear and correct. Shaking the index finger indicates a Efficiency: Maintains clarity without excessive warning. detail. Showing the palm symbolizes a peaceful Supportiveness: Promotes mutual trust and greeting. understanding. Gestures Crossed arms mean "I will not let you in”. Rubbing the nose with a finger represent WRITTEN COMMUNICATION disapproval. Patting the hair mean approval. Clarify your thoughts and the purpose. forming a "steeple" with the fingertips Identify the key points, facts and themes. indicate superiority. Decide on a logical order. Use short paragraphs and sentences. Compose a strong introduction and ending. Body posture conveys self-confidence. o Stooped shoulders may indicate burden, ORAL COMMUNICATION lack of confidence, or fear. Posture o Straight back with squared shoulders - Engaging in face-to-face communication allows for shows strength and responsibility. immediate feedback and interpretation of non-verbal o hunched shoulders suggest anxiety or cues. fatigue. - Maintaining direct eye contact suggests openness and honesty, while posture can indicate confidence or - Clothing reflects status and aspirations, anxiety. influencing perceptions of worth and -Components: Image/ trustworthiness. Body language:(55% of communication impact) Apperances - Possessions, such as office decor and includes posture, gestures, and eye contact. furnishings, indicate status, work habits, and Tone of voice: (38% of communication impact) personality traits. Visitors form opinions based conveys emotions and attitudes. on these nonverbal cues. Spoken words: (7% of impact) the literal content of what is said. - Proxemics refers to the amount of space that individuals naturally maintain between each NON-VERBAL COMMUNICATION other. - Sociologists report four territorial zones: Messages are also sent nonverbally by: intimate space (up to 50 cm). Paralanguage: (how the voice sounds). personal space (30-75 cm). Kinesics: (facial expressions, eye contact, Proxemics social space (120 to 200 cm ). posture, and gestures). public space (300 cm or more). Image: (clothing, objects, and appearances). - Business conversations may take place in Proxemics: (spatial relationships). personal or social space, but never in intimate space. Nonverbal communication is highly culture- - Meetings are usually conducted in public dependent. In North America, direct eye contact is space. seen as a sign of openness, honesty, and Eye trustworthiness, while "shifty" eyes may suggest contact dishonesty. A downward gaze can be interpreted as submission, inferiority, or humility. Eyes are considered the most expressive part of face-to- face communication.  VERBAL COMMUNICATION Example : A survey was conducted based on 61 objectives from the Health Professionals Core Communication Curriculum to identify key - Types of Questions: communication skills for health professionals, focusing on three Open (Broad): Gives control to the respondent, domains: communication with patients, intra/interpersonal allowing full disclosure. communication, and communication in healthcare teams.  Example: "Explain how you felt on the first day of college." - Survey results : Open (Focused): Gives control within a specific Skill A1: Adapt communication to patient area, encouraging disclosure of feelings. understanding; avoid jargon.  Example: "Did you have a good day at Skill A2: Build rapport and empathy; ensure patients school?" feel heard. Closed: Control remains with the interviewer, used Skill A3: Respect patients’ confidentiality, privacy, and to check specific information. autonomy; involve them as partners.  Example: "Do you smoke?" (Answer: ‘Yes’ or ‘No’) DOCTOR-PATIENT RELATIONSHIP Leading: Control is with the interviewer and suggests the desired response. The doctor-patient relationship is vital for effective care,  Example: "What year in the 15th emphasizing, trust, respect, and privacy. It is central to century did Columbus arrive in the medical ethics and more prominent in fields like psychiatry Americas?" and family medicine than in pathology or radiology. - Verbal communication is about expressing ideas clearly and effectively through spoken words, maintaining eye 1. From the doctors What is required towards the patients: contact and respect, using language that’s easy to Building trust through listening, open understand, supporting points with examples, and actively communication, and respecting patients’ expertise. listening to foster a two-way dialogue. Towards the clear, accessible information and keeping Providing patients informed, including test results. COMMUNICATION IN MEDICINE Using empathy, appropriate body language, and addressing language or cultural needs. Increases patient satisfaction and health outcomes Involving patients and their families in care (Barlett, Grayson et al., 1984) decisions with respect and collaboration. Reduces the risk of complaint and litigation (Beckmam Being polite, considerate, honest, and treating 1994) patients with dignity. Higher levels of job satisfaction (Kramer et al., Suchman et al.1993) 2. From the doctors What is required towards your colleagues: How to Apply Communication Skills in Medicine:  History Taking: Collect patient details for accurate Communicate effectively with colleagues within and diagnosis and treatment. outside the team. Towards Make youryour sure colleagues colleagues understand your role and  Consultations: Provide advice and clarify concerns to build trust. responsibilities Towards the in the team and who is responsible for each  Informed Consent: Explain procedures and risks to aspect of patient care. ensure patient understanding and autonomy. You must treat your colleagues fairly and with respect.  Breaking Bad News: Deliver difficult information with empathy and support. 3. What can patients do ? Clearly describing symptoms rather than self-diagnosing. COMMUNICATION CHALLENGES Understanding their doctor’s style to communicate Towards your colleagues effectively. Learning about their illness to ask informed questions and Towards the participate in decisions. Demonstrating desired attitudes, like flexibility and collaboration. Accepting realistic treatment goals, especially for chronic conditions.  INFORMATION EXCHANGE STRATEGIES : It is a communication technique used to quickly share critical information with all team members It provides a structured framework for effective Call-out during emergencies. It helps ensure everyone is communication among healthcare team members, informed and can anticipate the next steps, ensuring clarity and efficiency. It includes: improving coordination and response. 1. Situation : What is happening with the patient? Check-Back ensures clear communication by 2. Background: The patient's clinical context having the sender deliver a message, the receiver and relevant history. acknowledge it, and then confirm understanding 3. Assessment: The healthcare professional's before proceeding. This loop helps prevent Check- miscommunication. evaluation of the situation. Back Ex: 4. Recommendation: Suggested actions or Sender: "Administer 5 mg of morphine IV." next steps. Receiver: "Administering 5 mg of morphine IV." SBAR SBAR is used in : Sender: "Correct, please proceed." Handoffs: Between shifts or during patient transfers. Emergencies: For urgent clinical situations, It is the transfer of information, authority, and such as rapid response or deterioration in responsibility during care transitions to ensure patient condition. patient safety. Key elements include: Consultations: When discussing patient 1. Optimized Information: Sharing complete concerns with other healthcare providers. patient details. - Developed by the U.S. Navy and adapted by 2. Responsibility: Clarifying roles and status. Kaiser Permanente for healthcare, SBAR is widely 3. Uncertainty : Addressing risks. used in healthcare, the military, and aviation to 4. Verbal Structure: Using clear formats like reduce errors. It is recommended by the WHO and SBAR. used in phone calls, face-to-face, or 5. Checklists : Ensuring thorough documentation. communication. Handoff 6. IT Support: Leveraging technology for accuracy. 7. Acknowledgment : Confirming understanding. Ex: Nurse 1: "Mr. Thompson, 75, has pneumonia, stable on 2L O2. Vitals normal, mild tachycardia. Antibiotics started, chest X-ray pending." Nurse 2: "Got it, I’ll monitor his vitals and follow up on the X-ray." Nurse 1: "Great, keep me posted if anything changes." It ensures clear communication during care transitions by covering: 1. Introduction: Identify yourself, role, and patient. 2. Patient/Resident: Provide identifiers, age, sex, Example : and location. Situation: "Hi Dr. Smith, this is Nurse Jane calling about Mr. Jones in 3. Assessment: Share diagnoses, symptoms, and room 205. He is a 68-year-old male who has had increasing shortness of current condition. breath over the past hour." 4. Situation: Detail status, ADLs, changes, and Background: "Mr. Jones has a history of chronic obstructive pulmonary "I PASS response to treatment. disease (COPD) and has been on oxygen therapy since admission. His THE 5. Safety: Highlight critical values, allergies, and current oxygen saturation is 88%, and he is using accessory muscles to BATON" alerts. breathe." 6. Background: Mention diagnoses, medications, Assessment: "I believe his condition is worsening, and he might be in and history. 7. Actions: Explain required actions with rationale. respiratory distress. His heart rate is 112, and his blood pressure is 8. Timing: State urgency and timing. 110/70, but he's becoming more anxious." 9. Ownership: Clarify responsibility and Recommendation: "I recommend increasing his oxygen flow to 4 liters patient/family duties. per minute and possibly starting a nebulizer treatment. I’d also like you 10. Next: Describe the plan and contingencies. to assess him as soon as possible for potential escalation of care."