Interviewing & Documentation

1. Interviewing & Documentation The Nursing interview J. Carley MSN,MA, RN, CNE Fall, 2009

2. Interviewing & Documentation Unit Objectives 1. Describe the five steps of the nursing process and how it applies to health assessment. 2. Describe an environment suitable for conducting an interview and physical assessment. 3. Recognize personal perceptions and behaviors that facilitate or hinder the interviewing process 4. Define effective interviewing techniques 5. Identify the components of the complete health history. 6. Describe how to assess the characteristics of a chief complaint

3. The Nursing Interview Not!

4. The Nursing Interview…More Like This!

5. The Interview The Interview • Subjective data • Results of a successful interview • The interview as a contract between patient and examiner • Time and place

6. The Interview The Interview • Subjective data • Results of a successful interview • The interview as a contract between patient and examiner • Time and place • Introduction and explanation

7. The Interview The Interview • Subjective data • Results of a successful interview • The interview as a contract between patient and examiner • Time and place • Introduction and explanation • Purpose

8. The Interview The Interview • Subjective data • Results of a successful interview • The interview as a contract between patient and examiner • Time and place • Introduction and explanation • Purpose • Length

9. The Interview The Interview • Subjective data • Results of a successful interview • The interview as a contract between patient and examiner • Time and place • Introduction and explanation • Purpose • Length • Expectations

10. The Interview The Interview • Subjective data • Results of a successful interview • The interview as a contract between patient and examiner • Time and place • Introduction and explanation • Purpose • Length • Expectations • Confidentiality

11. Process of Communication The Interview • Sending You are most aware of Verbal communication: words, voice Inflection / tone. Be aware of the Non-verbals that you send as well! Work on them.

12. Process of Communication The Interview • Sending • Receiving Context gives meaning to the messages you send.

13. Process of Communication The Interview • Sending • Receiving • Internal factors • Liking others • Empathy • Ability to listen LISTENING is not a passive process

14. The Interview Process of Communication • External factors • Ensure privacy • Refuse interruptions • Physical environment • Dress (Attire & Condition) • Note-taking • Tape and video recording

15. Establish Rapport • Get organized • Do not rely on memory • Plan enough time • Ensure privacy • Get focused • Be calm, confident, warm, and helpful

16. Begin the Interview • Give your name and position • Verify the client’s name • Briefly explain your purpose

17. Techniques of Communication The Interview • Introducing the interview • Working phase • Open-ended questions • Closed or direct questions

18. Techniques of Communication The Interview • Introducing the interview • Working phase • Open-ended questions • Closed or direct questions • Responses—assisting the narrative • Facilitation • Silence • Reflection • Empathy • Clarification • Confrontation • Interpretation • Explanation • Summary

19. Techniques of Communication The Interview • Introducing the interview • Working phase • Open-ended questions • Closed or direct questions • Responses—assisting the narrative • Facilitation • Silence • Reflection • Empathy • Clarification • Confrontation • Interpretation • Explanation • Summary

20. Techniques of Communication The Interview • Introducing the interview • Working phase • Open-ended questions • Closed or direct questions • Responses—assisting the narrative • Facilitation • Silence • Reflection • Empathy • Clarification • Confrontation • Interpretation • Explanation • Summary

21. Techniques of Communication The Interview • Introducing the interview • Working phase • Open-ended questions • Closed or direct questions • Responses—assisting the narrative • Facilitation • Silence • Reflection • Empathy • Clarification • Confrontation • Interpretation • Explanation • Summary

22. Techniques of Communication The Interview • Introducing the interview • Working phase • Open-ended questions • Closed or direct questions • Responses—assisting the narrative • Facilitation • Silence • Reflection • Empathy • Clarification • Confrontation • Interpretation • Explanation • Summary

23. Techniques of Communication The Interview • Introducing the interview • Working phase • Open-ended questions • Closed or direct questions • Responses—assisting the narrative • Facilitation • Silence • Reflection • Empathy • Clarification • Confrontation • Interpretation • Explanation • Summary

24. Techniques of Communication The Interview • Introducing the interview • Working phase • Open-ended questions • Closed or direct questions • Responses—assisting the narrative • Facilitation • Silence • Reflection • Empathy • Clarification • Confrontation • Interpretation • Explanation • Summary

25. Techniques of Communication The Interview • Introducing the interview • Working phase • Open-ended questions • Closed or direct questions • Responses—assisting the narrative • Facilitation • Silence • Reflection • Empathy • Clarification • Confrontation • Interpretation • Explanation • Summary

26. Techniques of Communication The Interview • Introducing the interview • Working phase • Open-ended questions • Closed or direct questions • Responses—assisting the narrative • Facilitation • Silence • Reflection • Empathy • Clarification • Confrontation • Interpretation • Explanation • Summary http://www.youtube.com/watch?v=gpVjW30I-YU

27. How to listen • Be an empathetic listener • Use short supplementary phrases • Listen for feelings as well as words • Let the person know when you see body language that conflicts with what they say • Be patient if the patient has a memory block • Avoid the impulse to interrupt • Allow for pauses

28. How to ask Questions? • Ask about the main problem first = chief complaint • Focus your questions to gain specific information about the signs and symptoms • Don’t lead the witness • Restate the other person’s words to clarify • Use open-ended questions • Avoid closed –ended questions , yes or no questions

29. Observations • Carefully assess areas connected to verbal cues • Use your senses • Note general appearance • Observe body language • Notice interaction patterns

30. Techniques of Communication The Interview Ten Traps of Interviewing 1. Providing false assurance or reassurance 2. Giving unwanted advice 3. Using authority 4. Using avoidance language 5. Engaging in distancing 6. Using professional jargon 7. Using leading or biased questions 8. Talking too much 9. Interrupting 10. Using “why” questions

31. Techniques of Communication The Interview • Nonverbal skills • Physical appearance • Posture • Gestures • Facial expression • Eye contact • Voice • Touch • Closing the interview

32. Interviewing People With Special Needs The Interview • Hearing-impaired people • Acutely ill people • People under the influence of street drugs or alcohol • Personal questions • Sexually aggressive people • Crying • Anger • Threat of violence • Anxiety

33. Cross-Cultural Communication The Interview • Cultural perspectives on professional interactions • Etiquette • Space and distance • Cultural considerations on gender and sexual orientation Slide 4-7

34. Overcoming Communication Barriers The Interview • Working with (and without) an interpreter • Nonverbal cross-cultural communication • Vocal cues (and silence) • Action cues • Object cues • Use of personal and territorial space • Touch Slide 4-8

37. Translation Software / Applications

38. Observations • Body language Argyle, using video tapes shown to the subjects, analyzed the communication of submissive/dominant attitude and found that non-verbal cues had 4.3 times the effect of verbal cues. Argyle, M, Salter, V., Nicholson, H.,W illiams, M. & Burgess, P. (1970): The communication of inferior and superior attitudes by verbal and non-verbal signals. British Journal of Social and Clinical Psychology 9: 222-231.

39. Observations • Body language

40. Observations • Body language

41. Observations • Body Language A)”Hmm… How long did they say block 2.0 lasts?”

42. Observations • Body Language 2. “Power Point could be the miracle cure for insomnia..”

43. Observations • Body Language

44. Observations • Body Language

45. Observations • Body Language

46. Observations • Body language

47. Observations • Body language

48. Observations • Body language

49. Observations • Body language

50. Observations • Body language