Communication
Essential Skills for Health Care
Professionals
Objectives
• Students will:
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Demonstrate the use of positive communication techniques.
Utilize two types of communication.
Explore possible barriers to communication
Relate and communicate multicultural and multilingual needs.
Differentiate between subjective and objective information.
Maintain confidentiality.
Evaluate technological threats to confidentiality.
Discuss patient/client confidentiality.
Analyze legal ethical aspects of confidentiality.
Communication
• The exchange of information
• Two types:
– Verbal - written or spoken language
– Nonverbal - message spread through body
language, gestures, expression
Effective Communication
For communication to be effective:
• Use words that mean the same thing to you and
the receiver of the message.
• Use familiar words.
• Be brief and concise.
• Give information in a logical and orderly manner.
• Give facts and be specific
Components of Communication
• Sender - person sending the message
• Message - information to be conveyed
• Receiver - person the information is
intended for
• Problems in either component can lead to
miscommunication and/or
misunderstandings
Barriers to Communication
• Communication barrier – Anything that
gets in the way of clear communication.
• May be in sender, message, or receiver
• Common Barriers include:
– Psychological attitudes and prejudice
– Cultural diversity
– Physical disabilities
Psychological Barriers
• Psychological barriers are often caused by:
– Prejudice
– Attitudes
– Personality
• Stereotypes such as “dumb blonde” or “fat slob”
cause us to make snap judgments about others
that affect the communication process.
• Health care workers must learn to put prejudice
aside and show respect for all
individuals.
Guidelines
• Health care workers must examine any
prejudices they may have and learn to put
these aside
• Never use language that others may view
as offensive
• Learning to “read” others body language
can help to prevent
misunderstanding
Cultural Barriers
• All cultural beliefs must be respected.
• Every culture has beliefs and practices
regarding health and illness such as:
– the body needs balance – if the body is cold, they eat
hot foods.
– illness is due to demons and evil spirits
– illness is punishment from God
• Patients may practice their cultural remedies in
addition to modern healthcare techniques.
Guidelines for Cultural Diversity
• Language differences – people who
don’t speak English may have a difficult
time communicating. You should:
– Speak slowly
– Use nonverbal communication (smile)
– Avoid tendency to speak louder
– Find an interpreter
Guidelines for Cultural Differences
• Eye contact – in some cultures, it’s not
acceptable, and looking down is a sign of
respect
• Terminal illness – in some cultures, the patient
is NOT told his/her prognosis, and family
members are responsible for making care
decisions
• Touch – in some cultures, it is wrong to touch
someone on the head. Others may limit touch
between male and female
• Personal care – in some cultures, only family
members provide personal care
Guidelines for Cultural Differences
• Respect and acceptance of cultural
diversity is essential for any health care
worker.
• If unsure of cultural practices, speak with
the patient or family to prevent future
misunderstandings
Physical Barriers
Physical barriers may include:
– Deafness or hearing loss
– Blindness or impaired vision
– Aphasia or speech disabilities
Communicating with the
Hearing Impaired
• Use body language such as gestures and
signs.
• Speak clearly in short sentences.
• Face the individual to facilitate lip reading.
• Write messages if necessary.
• Make sure hearing aids are working
properly
Communicating with the
Visually Impaired
• Use a soft tone of voice.
• Describe events that are occurring.
• Announce your presence as you enter a
room.
• Explain sounds or noises.
• Use touch when appropriate.
Communicating with Patients with
Aphasia or Speech Impediments
These patients may have difficulty remembering the correct
words, may not be able to pronounce certain words, and
may have slurred speech.
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The health care worker must be patient
Allow them to try and speak
Encourage them to take their time
Repeat the message to assure accuracy
Encourage them to use gestures or point to objects
Provide pen and paper if they can write
Use pictures with key messages communicate
Recording and Reporting
• Reporting is the oral account of care and
observations.
• Recording (charting) is the written
account of care and observations.
– During end-of-shift report, information is
shared about:
• The care given
• The care that must be given
• The person’s condition
Recording and Reporting
• Communication between health care workers is critical in
ensuring quality patient care.
• Workers must listen carefully and make observations.
• Observations must be accurate, concise, and complete.
• Use facts and report only what you saw, not the reasons.
– NOT – “Mrs. Jones is in pain.”
– INSTEAD – “Mrs. Jones is holding her chest with wheezing as
she breathes.”
• Objective / Sign – what was seen or Observed
• Subjective / Symptom - what the patient Said
Observations
• Health care workers use their senses to:
See
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Color of skin, swelling or edema
Presence of rash or sore
Color of urine or stool
Amount of food eaten
Smell
– Body odor
– Unusual odors of breath, wounds,
urine or stool (feces)
Observations
Touch
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Pulse
Dryness or temperature of skin
Perspiration
Swelling
Hearing
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Respirations
Abnormal body sounds
Coughs
Speech
The Medical Record
• The medical record, or chart, is:
• A written account of a person’s condition and response to
treatment and care
• A permanent, legal document
• Medical facilities have policies about:
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Who can see them
Who records
When to record
Abbreviations
How to correcting errors
What color of ink to use
How to sign entries
Confidentiality
• You have an ethical and legal duty to keep
the person’s information confidential.
• The Health Insurance Portability and
Accountability Act of 1996 (HIPAA)
provides federal protections for personal
health information and gives patients an
array of rights with respect to that information.
HIPAA Guidelines
• Health care workers have access to information
related to the care of their patients.
• Any information is confidential and is only
reported to others involved in care of the patient.
• Care must be taken when reporting any
information to prevent others from hearing the
information.
• Patient information should never be discussed in
public areas such as hallways, cafeterias,
elevators, etc.
Recording Time
• Many facilities use a 24
hour clock.
• It eases the confusion of
whether a time is AM or
PM.
• 1:00am - 0100
• 1:00pm - 1300
• 6:30am - 0630
• 6:30pm - 1830
Medical Terminology
– Prefixes, roots, and suffixes
• A prefix is a word element placed before a root.
• The root is the word element that contains the
basic meaning of the word.
• A suffix is a word element placed after a root.
– Medical terms are formed by combining word
elements.
• Prefixes always come before roots.
• Suffixes always come after roots.
• A root can be combined with prefixes, roots, and
suffixes.
Abbreviations
– Abbreviations are used frequently in health
care facilities
– Use only those accepted by the center.
Computers in Health Care
• Computers are routinely used in health
care facilities to collect, send, record, and
store information.
• The following guidelines apply:
– Use computers only for work purposes.
– Do not share your password.
– Employers may monitor your
computer use.
Phone communications
• Good communication skills are needed when
answering phones.
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Be professional and courteous.
Answer with a greeting, your location, name, and title.
Take messages accurately and deliver promptly.
Follow the center’s policies regarding who can
answer and take messages.
– Many facilities restrict cell phone use
during work hours.
Conflict
• Conflict can occur in any setting.
• If problems are not worked out, the
following can occur:
• Unkind words or actions occur.
• The work setting becomes unpleasant.
• Care is affected.
Dealing with Conflict
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Ask your supervisor for some time to talk privately.
Approach the person with whom you have the conflict.
Agree on a time and place to talk.
Talk in a private setting.
Explain the problem.
Listen to the person.
Identify ways to solve the problem.
Set a date and time to review the matter.
Thank the person for meeting with you.
Carry out the solution.
Review the matter as scheduled.
Problem - Solving
Use the following steps to help resolve
conflict.
1. Define the problem.
2. Collect information.
1. The information must be about the problem.
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Identify possible solutions.
Select the best solution.
Carry out the solution.
Evaluate the results