Key Components to effective written communication - CA-HWI Download

Transcript
Hi-Touch Healthcare
WRITTEN COMMUNICATION
WHAT TO EXPECT IN THIS
PRESENTATION
Background
Key components to effective written
communication
Forms of written communication
Misinterpretation in communication
Tips for effective communication
BACKGROUND
The Joint Commission on Accreditation of
Healthcare Organizations (JCAHO) states that
"70% of sentinel events are directly related to
ineffective and poor communication between
multi-disciplinary healthcare providers."
(Willingham & Eden (2007). Oncology Nursing Forum,
V34(2).
KEY COMPONENTS TO EFFECTIVE
WRITTEN COMMUNICATION
Factual
Objective
Respectful
Confidential
KEY COMPONENTS TO EFFECTIVE
WRITTEN COMMUNICATION
Non-judgmental
Non-emotional
Correct grammar
Correct spelling
Use of legal abbreviations
WRITTEN COMMUNICATION IN
HEALTHCARE
Forms of written communication:
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Paper charting
Interdepartmental memos
E-mail
Electronic Health Care Records (EHR’s)
Text messages
Patient education information
Discharge instructions
MISINTERPRETATION IN
COMMUNICATION
Words can mean different things to different
people
Healthcare workers use acronyms and medical
terminology that lay people, including
patients and families, may not understand
CASE EXAMPLE
A new monitor technician in a local hospital
ICU is being oriented to the unit.
A new patient is admitted from surgery and
she overhears the nurses talking about the
“cabbage patient” (CABG – coronary artery
bypass graft)
CASE EXAMPLE
The entire day she thinks she made the wrong
choice in jobs because she thinks they are
talking about the patient being a “vegetable”
and are being disrespectful
ACTIVITY
Weasel Words Exercise
• Weasel words are words
that can be
misinterpreted
PATIENT RECORDS
4 main areas of error in patient records:
1. Making false entries
2. Not maintaining adequate records
3. Stating that certain care or observations were
carried out when they weren’t
4. Failure to implement an action plan when a
problem is discovered
(Fowler, 2014)
E-MAIL GUIDELINES
Include a specific subject line
Keep it focused
Identify yourself
Do not e-mail an angry message
Proofread before sending
Be courteous
Do not assume your e-mail is private
Avoid fancy fonts
TIPS FOR EFFECTIVE
COMMUNICATION
Use precise language
Don’t use specialized language your reader
may not know
Keep sentences short and to the point
Seek feedback – your message may not be as
clear as you think
ACTIVITY – READ YOUR LAST…
Read your last work e-mail
Read your last personal e-mail
Read your last text message
Read your last Facebook posting, Tweet,
Instagram, etc.
CONCLUSION
Questions?
Comments?