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Healthcare Communication Skills

Healthcare Communication Skills. Foundation Standard 2: Communications 2.14 Recognize elements of communication using the sender-receiver model. 2.13 Report subjective and objective information. 2.15 Apply speaking and listening skills.

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Healthcare Communication Skills

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  1. HealthcareCommunication Skills Foundation Standard 2: Communications 2.14 Recognize elements of communication using the sender-receiver model. 2.13 Report subjective and objective information. 2.15 Apply speaking and listening skills.

  2. How has the delivery of healthcare in America changed over the past 20 years? • Growth of managed care • Decreased hospital stays – patients are more responsible for their care • Increase in preventable conditions increased need for health education • Increased need for improved communication

  3. Healthcare Communication • Remember that in a healthcare setting, nonverbal cues are important elements of the communication model. • Identify the elements of communication in this illustration.

  4. Nonverbal Communication • Can a healthcare workers facial expressions create anxiety for a patient? How? • Do you think healthcare workers smile enough? Why? • What type of body language sends message of impatience? • When is the use of touch appropriate/inappropriate in healthcare setting? • Has technology improved or negatively impacted communication? Explain.

  5. Barriers to Communication • What type of barrier do each of the following try to improve? • Eye contact • Speak slowly • Patience • Respect

  6. Healthcare Information can be Subjective or Objective • Subjective • Cannot be seen or felt • Often called symptoms • Usually statements or complaints from the patient • Use the patient’s exact words

  7. Subjective Symptoms I think I’m gonna throw up. My tummy hurts. It’s really sore on my chest. I don’t feel very good.

  8. Healthcare Information can be Subjective or Objective • Objective • Can be seen or measured • Often called signs • Information collected by the senses

  9. Objective Signs of Illness • Pulse rapid, irregular and thready • Skin cold and clammy • No respirations • Lips cyanotic

  10. Subjective or Objective? Objective Subjective Subjective Objective Objective Objective Subjective Subjective • Coughing • Fatigue • Headache • Foul smelling breath • Did not eat anything • Speech slurred • Joints ache • Nervousness

  11. Elements of Communication Sender Receiver Feedback

  12. Communication Model Questions • What could happen to block any of the elements of communication? • Is the message always verbal? • Is the feedback always verbal? • What interruptions or distractions could interfere with communication?

  13. Feedback Methods • Paraphrasing – reword the sender’s message and ask for confirmation. • Dr. Smith: “I think Mrs. Jones needs more aggressive treatment for her anxiety.” • Dr. Shevlin: “So you think we should order an antidepressant?”

  14. Feedback Methods • Reflecting – prompts the sender to add more detail to the original message. • Dr. Smith: “I think Mrs. Jones needs more aggressive treatment for her anxiety.” • Dr. Shevlin: “So you think we should order her medication, such as…?”

  15. Feedback Methods • Asking Questions – request clarification or more additional information. • Dr. Smith: “I think Mrs. Jones needs more aggressive treatment for her anxiety.” • Dr. Shevlin: “Why? Is her current treatment not controlling her anxiety?”

  16. Feedback Methods • Requesting examples – examples can help explain or clarify meaning. • Dr. Smith: “I think Mrs. Jones needs more aggressive treatment for her anxiety.” • Dr. Shevlin: “What kind of treatment are you thinking about?”

  17. Obtaining Feedback • Respond to this call to a veterinary office from a pet owner. • Paraphrasing • Reflecting • Asking questions • Requesting examples I need to make an appointment for my dog. She’s not doing very well.

  18. Rules for Effective Communication

  19. Speaking Skills • Speak appropriately to age/status of receiver. • Use appropriate terminology or words. • Ask open-ended questions. • Speak slowly and clearly. • Try to be eye-level with receiver. • Make sure your non-verbal is consistent with your words.

  20. Listening Skills • Show interest and concern. • Stay alert and maintain eye contact. • Avoid interrupting. • Pay attention to what speaker is saying. • Avoid planning your response while speaker is talking.

  21. Listening Skills • Try to see other person’s point of view. • Find a quiet or private location. • Watch speaker’s facial expressions for consistency with words. • Ask for clarification when needed. • Maintain a positive attitude.

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