Communication in Healthcare

Foundations of Health Science

Definition of Communication

Means of exchanging info between 2 or more people r/t

Feelings

Ideas

Thoughts

Communication is a basic component of human relationships

Forms of Communication ??

Painting

Dancing

Story-telling

What do you think??

Communication is:

Transmission of feelings

Personal & Social interaction

Therapeutic communication varies from Social Communication

Examples

Couples---one complains the other is not communicating

Generation Gap

Efficient HCP….lacks bedside manner

The intent of Communication??

What is it ???

Answers:

To elicit a response

Influence others & obtain info

Can be helpful or harmful

Helpful vs. Unhelpful

Helpful: encourages sharing of info, thoughts or feelings

Unhelpful: hinders/blocks transfer of info & feelings

Components of Communication

Sender

Message

Receiver

Response or Feedback

Ongoing Process

Intent of communication---to elicit a response (feedback)

Receiver becomes sender

Roles switch

Feedback

Verbal or Written

Non-Verbal

Combination

Allows sender to evaluate response, to correct or reword the message

Examples of each

Verbal---tone, inflections

Written

Nonverbal—gestures, facial expressions, body language

Verbal Communication

Largely conscious…people choose words used

Words vary accdg. to culture, socioeconomic background, age & education

Question:

Is chatting or social talk effective as a

communication technique in

healthcare?

Non Verbal

Body language, gestures, touch

Often tells more about a person than what is actually said

Controlled less consciously than verbal

Reinforces or contradicts verbal—examples

Techniques of Communication

Open Ended QuestionsAsks for narrative info

Lets the person express themselves

Encourages a response

Builds & enhances support

Open Ended ?--Examples

What brings you to the hospital?

Tell me why you’ve come here today?

How have you been getting along?

Tell me more about your shortness of breath….

How have you been feeling since your last appt?

Closed or Direct Questions

Asks for specific info

Elicits a short, one or two word answer—yes or no

Limits rapport

Helpful Hints

Ask only one question at a timeAvoid bombarding with long lists

Pain, double vision, watering or red eyes?Avoid double-barreled questions

Do you exercise and follow a diet for your weight?

The person will not know what to answer—and you won’t be certain of the answer

Helpful Hints

Understandable language

Urinating??

Running off---may mean diarrhea to some

Facilitating Communication

Encourages the patient to say more

Examples: Go on…

uh huh…

continue….

yes..

Reflection

Echoes patient’s words

Example—Patient says: “I am afraid of surgery”

HCP response: “You’re afraid of surgery?”

Clarification

When unsure of your client’s meaning

Use phrases such as:Let me see if I understand

I want to be clear on this