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Chapter 3 COMMUNICATION

Chapter 3 COMMUNICATION. Jan Orr and Diana Morris. Introduction. This presentation examines the importance of effective communication within the healthcare environment. You should work through the notes here before practising the skills covered in the printed book.

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Chapter 3 COMMUNICATION

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  1. Chapter 3COMMUNICATION Jan Orr and Diana Morris

  2. Introduction This presentation examines the importance of effective communication within the healthcare environment. You should work through the notes here before practising the skills covered in the printed book. Part 1 – What is Communication? Part 2 – Communication in Practice Part 3 – Multiprofessional Team Working

  3. PART 1: What is communication?

  4. What is Communication ? Communication is… • social interaction through messages, involving transmission of information from one person to another (Bailie 2005) • required in order to fulfil defined goals, for example to transmit facts, feelings and meanings (Peate 2006)

  5. Importance of good communication • The professional code of conduct for nurses is underpinned by the need for effective and collaborative communication at all times (NMC 2004) • The Essence of Care (DOH 2001a), states that all practicable steps must be taken to communicate effectively with patients and their carers

  6. Ways to Communicate • Verbal - linguistic • Open and closed questions • Non verbal communication • Paralanguage – vocal cues that accompany language • Kinesics – body movement • Occulesica – eye movements and messages conveyed by the eyes • Appearance • Proxemics – interpersonal space • Haptics – touch • Olfactics – smell • Chronemics – how people organise and react to time • Facial expressions

  7. Barriers to Communication • Physical – e.g. illness, injury, sensory impairment, poor diet • Cultural – e.g. language barriers, tradition, religion • Dyslexia • Age - development • Education • Peer pressure • Time pressures • Tiredness • Apathy • Lack of life and job satisfaction

  8. PART 2: Communication in Practice

  9. Communication in Practice Communication requires consideration of: • Individual • Families and carers • Diversity Good communication requires: • Respect • Rapport • Trust • Creativity • Empathy

  10. The Good Communicator The good communicator will be: • Genuine • Respectful • Available • Honest • Effective at listening • Empathic

  11. Results of Effective Communication • Accurate identification of problems • Patient satisfaction • Patients more likely to comply with their treatment or life-style advice • Reduced distress • When patients’ views are taken into account overall quality of care is improved • Job satisfaction • Fewer clinical errors are made • Fewer patient complaints

  12. Results of Poor Communication • Confusion • Clinical incidents • Poor staff morale • Delayed patient discharge • Complications – infection, pressure ulcers • Increased patient anxiety • Complaints

  13. PART 3: Multiprofessional Team Working

  14. Multiprofessional Team Working Team workers should: • Value each other • Understand each other’s roles and responsibilities • Develop a sense of mutual respect • Maintain a good standard of documentation • Be diverse • Listen • Involve the patient/client and their family/carer

  15. Summary • Communication is vital to effective care delivery • Everyone communicates differently • Patient/client involvement is vital • Multi professional team working is important • Think widely about who could be in the team, it may include people outside of health care • Documentation in accordance to your professional accountability is a necessity

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