Verbal and Non-verbal Communication

1. Verbal and Non-verbal Communication It takes two to communicate!

2. Four Elements of Communication • Sender-generates information, thoughts, ideas or feelings • Message- generated by sender and responded to by receiver.

3. Four Elements of Communication • Channel-medium in which message in transmitted • Visual-seeing • Auditory-hearing • Kinesthetics-feeling, touch • Receiver

4. Verbal Communication • Loudness • Fluency • Rate of Speech • Affect • Language used

5. Nonverbal Communication • Reinforces, supports and enhances verbal messages • 55%-of messages are non-verbal • 38% are volume and tone • Leaving only 7% as verbal words

6. Examples of Non-Verbal • Eye Contact • Facial Expression • Gesture & Posture • Body Orientation • Distance • Appearance

7. Listening Components • Hearing-process of perceiving sounds • Attending- decision of listener based on wants/needs • Understanding-interpreting • Remembering

8. Barriers to Listening • Physical and mental characteristics-ability to hear, mental ability • Preconceptions • Self Absorption-preoccupied

9. Health Literacy • What is Health Literacy? • Ability to read, understand and act on medical information • Examples: services, appointments, directions which all affect the patients health decisions • Estimated half of all American adults lack that skill

10. Health Literacy • Clinicians need to address this issue • $73 billion dollar expenditures due to low health literacy • This increases costs due to longer hospital stays, unnecessary doctor visits, neglect to fill prescriptions or follow them

11. Health Literacy • Most people read at an 8th grade level and sometimes lower • People do not want anyone to know they can not read or do not understand

12. Health Literacy • American Medical Association has established a protocol to by used by all clinicians to make sure patients understand • Watch the Health Literacy video

13. Four Behavior Styles That Affect Communication • Non-Assertive • Aggressive • Passive Aggressive • Assertive

14. Space and Territoriality • Social Space-4-12 ft appropriate for introduction • Personal Space-18”-4ft close enough for personal conversation • Intimate Space- 0-18” appropriate for exams, assessments

15. Written Communication Examples of Written Communications in Health Care • Prescriptions • Patient Instructions • Case Reports • Patient Progress Notes • Lab Reports • Memos

16. Rules for Written Communication • Write legibly • Spell Correctly • Include pertinent information • Time • Date • Patient name

17. Accurate information Be as neat as possible Orderly and understandable Concise and complete Keep the patient record current Sign or initial all information added Pertinent Information Continued

18. The Record…... • Is any form of documented information • Includes the known facts of event • Is a permanent long lasting account • May be kept on: • Paper • Computer • Film

19. Objective: What can be observed using any of the senses (see, hear, touch, smell) skin rash pulse rate dampness of skin vomited 300 cc client refuses to eat Subjective: Described data (feeling, opinion) That which the client describes to you Can be felt or described only by the client Reported by quoting the client exactly Documenting Data

20. Correcting the Paper Record • DO NOT ERASE OR OBLITERATE ANY INFORMATION • How to correct a handwritten entry: • Draw one line through the error • Insert the correction above or immediately following the error • Put your initials and date next to the correction

21. Computerized Medical Records • Commonly called: • EHR Electronic Health Record • EMR Electronic Medical Record • CPR Computerized Medical Record • Improve quality and cost-effectiveness of healthcare

22. Benefits of EHR • Increase availability of pt’s medical hx • Facilitate clinical research • Increase efficiency/reduce time spent retrieving information • Eliminate overhead costs associated with paper • Maintain legal record of patient care

23. EHR contain: • Lab results • Radiology results • Pharmacy information • Doctors orders • Operative reports • Path reports • Physical therapy records

24. Advantages of EHR • System flags patients for recall • Files can be retrieved faster • Less storage space needed • Analysis reporting is easier • Charts misplaced less often

25. Disadvantages of EHR • Cost • Downtime for training • Lost of productivity during computer conversion • Accessibility

26. Electronic Heath Records • Password protected access to EHR • Employee must sign Confidentiality Agreement • Nothing is removed if there are errors, addendums are added • Addendums have date and time created • Facilities track who accesses information

27. Key Points to Remember About Health Records • Accuracy is essential • Records are legal and can be used in court • Can refresh memory when needed • Failure to keep records can result in negligence • Can be viewed by many people

28. Key Points to Remember About Health Records • Be very careful about using abbreviations • JCAHO has made a list of error-prone abbreviations, symbols and dose designations • If in doubt, write it out