Download Ch 4, communication - Montgomery County Schools

COMMUNICATION
IN HEALTH CARE
Jacki Byrd, RN, BSN
Montgomery County ATC
COMMUNICATION
What
is communication?
 The exchange of information
 A message that is sent from
one person and is correctly
interpreted by the intended
person
TYPES OF
COMMUNICATION

Verbal


Written






Spoken words
Letters
Notes
Memos
Texts
Medical chart
Nonverbal
Body language
 Facial expressions
 Hand gestures

VERBAL COMMUNICATION
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
ACTIVITY
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…..

NON VERBAL 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

WRITTEN COMMUNICATION

U should always Use gud grammer, punctuation
and corret spellin?

Be clear and specific when giving directions

Document EVERYTHING!
WRITTEN COMMUNICATION ACTIVITY


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.
GOOD COMMUNICATORS….
Are clear, concise and specific
 Use an even tone
 Use body language that enhances their spoken
words
 Are attentive
 Are EFFECTIVE!

IMPORTANCE OF GOOD COMMUNICATION
IN HEALTH CARE

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

BARRIERS 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

PSYCHOLOGICAL BARRIERS

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

CULTURAL BARRIERS
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
CULTURAL DIVERSITY

Language
differences
Speak slowly
 Use nonverbal
communication
 Avoid speaking
louder
 Find an
interpreter

CULTURAL DIVERSITY
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

PHYSICAL BARRIERS
 May




include:
Deafness or hearing loss
Blindness or impaired vision
Aphasia or speech difficulties
Dementia
COMMUNICATING WITH THE HEARING
IMPAIRED
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 

COMMUNICATING 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

COMMUNICATING WITH PATIENTS WITH
APHASIA 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

PHONE ETIQUETTE
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

COMING UP
Due Thursday: Ch 4 workbook
 TOMORROW:

The medical chart
 Military Time
