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Effective Health Care Communication Strategies

Learn about verbal and nonverbal communication modes in health care, including tips for improving interactions with patients. Understand the importance of active listening, written communication guidelines, and overcoming communication challenges. Enhance your skills to communicate effectively in diverse medical settings.

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Effective Health Care Communication Strategies

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  1. Chapter 16: Health Care Communication

  2. Communication Process • Sender: person who transmits message • Message: information sender conveys • Receiver: person who gets message • Feedback: evaluation to ensure message was understood • Channel: medium by which message is sent

  3. Communication Process (cont’d) • Flow of communication between a medical assistant and a patient

  4. Communication Modes • Verbal Communication • General recommendations • Always use a polite tone • Always use proper English • Speak respectfully • Avoid using overly technical vocabulary

  5. Communication Modes (cont’d) • Verbal Communication (cont’d) • Factors • Language • Manner & tone • Verbal encouragement • Humor

  6. Communication Modes (cont’d) • Verbal Communication (cont’d) • Non-language sounds • Sighs • Sobs • Laughs • Grunts

  7. Communication Modes (cont’d) • Verbal Communication (cont’d) • Assertive communication • Have empathy • Describe feelings or the situation • Clarify expectations • Anticipate consequences

  8. Communication Modes (cont’d) • Verbal Communication (cont’d) • Active listening • Give your full attention to the person speaking • Don’t interrupt • Pay attention to the speaker’s body language & nonverbal cues

  9. Communication Modes (cont’d) • Nonverbal Communication • Eye contact • Shows interest in other person • Lends sense of truthfulness to your message • In other cultures, may have negative connotation

  10. Communication Modes (cont’d) • Nonverbal Communication (cont’d) • Kinesics or body movement • Facial expressions • Gestures • Eye movement

  11. Communication Modes (cont’d) • Nonverbal Communication (cont’d) • Proxemics or personal space • Larger when talking to a stranger • Becomes smaller the better you know someone • Typically larger between two men than between two women • Differs from culture to culture

  12. Communication Modes (cont’d) • Nonverbal Communication (cont’d) • Touch • Can create either positive or negative feelings • Watch for nonverbal cues that show how the patient feels about being touched • Maintain proper personal space, position, & posture • Observe patient’s facial expressions & posture

  13. Communication Modes (cont’d) • Written Communication • Types • Agendas for meetings • Letters • Messages • Patient charts

  14. Communication Modes (cont’d) • Written Communication (cont’d) • Guidelines for writing • Be concise • Use language all parties will understand • Use proper grammar • Check spelling

  15. Communication Modes (cont’d) • Written Communication (cont’d) • Organizational strategies for writing • Chronological • Problem-oriented • Comparison

  16. Communication Modes (cont’d) • Written Communication (cont’d) • Medical writing: things to pay attention to • Spelling • Capitalization • Abbreviations & symbols • Numbers

  17. Communication With Patients • Patient Interviews • General guidelines • Listen actively • Ask appropriate questions • Record information accurately • Protect patient’s privacy • Be organized • Avoid attending to distractions • Let patient know who will see her next & when

  18. Communication With Patients (cont’d) • Patient Interviews (cont’d) • Basic interview techniques • Reflecting • Paraphrasing • Clarification • Open-ended questioning • Summarizing • Silences

  19. Communication With Patients (cont’d) • Patient Interviews (cont’d) • New patient interviews • Patient’s medical & family history • Brief review of body systems • Patient’s social history • Patient’s medications

  20. Communication With Patients (cont’d) • Patient Interviews (cont’d) • Established patient interviews • Review patient’s chart for health problems • Ask questions about current medical problems & changes in health • Ask about known allergies • Record patient information

  21. Communication With Patients (cont’d) • Patient Education • Assess • Plan • Implement • Evaluate • Document

  22. Communication With Patients (cont’d) • Example of a pictogram that might be given to patients to help them understand medication administration

  23. Recording and Reporting • Record patient information completely & precisely • Record information only in secure & appropriate locations • Record any action you take concerning a patient

  24. Communication Challenges • Medical terminology unfamiliar to patient • Distractions: pain, hunger, noisy environment • Language barriers • Hearing impairment • Cognitive impairment • Anger or upset • Grief

  25. Telephone Manners • Answer phone promptly—by second ring, if possible • Identify yourself & your office to caller • Speak politely • Never put a caller on hold immediately after answering

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