Transcript Communication in Healthcare - Lake Travis Independent

Communication in Healthcare
Also
known as
do you
hear what I
hear??
Communication Process
Defined as the way we exchange messages with each other.
The communication process involves both sending and
receiving messages.
Sending Messages
1.
2.
Verbal – *
Non-verbal – messages we send without words; such as
facial expression, gestures, nods, posture and personal
appearance.
Receiving Messages
1.
2.
3.
Effective *
Reading body language
Written – *
Feedback
Acknowledging the message
Communication Process
Recognize differences in communication
styles.
a) Generation differences
b) Use of *
c) Use of * and slang
Importance of Communication
1. Communication and interpersonal
relationships are the most important part of
life for most people
2. The Nurse Aide may be the one person that
the * communicates with on a regular basis
3. Communication is an important part of the
care you give. Effective communication can
improve your relationships with residents, *,
and save wasted time
4. Communication is also an important part of
your *. Effective communication can
improve relationships with your family
friends, and co-workers.
Importance of Communication
5. Communicating with other members
of the health care team.
6. * - The nurse aide may identify
important changes while caring for a
resident.
**Please report any changes to the
nurse immediately.**
Situation #1
Imagine a day (or the rest of your
lifetime) without communication.
1. How would you feel if you didn’t have
anyone to talk to?
2. What if you were around people but
they did not talk to you?
3. Would you be Sad? Depressed?
4. Would you get well faster? Slower?
Situation #2
Think of a situation where you may
have wasted a lot of time and effort
because of a miscommunication
1. Why was there a problem to begin with?
2. Was it a problem with sending the
message or receiving the message?
3. What happened to the relationship with the
other person before the situation became
resolved?
4. How could the same problem be avoided
in the future?
Communicating with Family and
Friends of Residents
1. Remember that you are representing
yourself * to others
2. Maintain an open, friendly, and supportive
relationship with family
3. Protect resident privacy and confidentiality
as required under the * Privacy Rule.
4. When asked, tell family and friends
something about the resident’s * such as
“He ate a good breakfast”.
5. Escort visitors to the * for problems,
complaints or reports on a resident’s
condition.
Answering the phone on the job
1. Speak clearly and courteously.
2. Identify the facility and your location per
facility policy.
3. Identify yourself by *.
4. Politely ask who is calling and get
contact information.
5. Determine what is requested and
transfer the call to the appropriate
person, or take a * and relay it to the
appropriate person as allowed under
HIPPA.
6. Thank the person for calling
Situation #3
1. Turn to your table partner and
practice the above steps while
simulating a phone call. One person
will be the caller and one person is
the employee
2. Switch roles, repeat the process
Age related factors and communication
1. Communication with residents who have
sensory losses.
2. Communication with residents who have *.
3. Communicating with residents who have
vision loss.
4. Communicating with residents who have *.
5. Communicating with residents who have
problems with speaking.
6. Communicating with residents who have
problems with *.
Communication Styles and Goals
Communication should be *. Think about
what you are trying to accomplish and set
your goal.
Set the * based on your goal:
• Social conversation – goal is to create a
comfortable, relaxing atmosphere
• Interviewing – goal is to conduct a question
and answer period to determine needs
Communication Styles and Goals cont’d.
• Teaching – goal is for resident to learn and
understand
• Reporting – goal is to accurately * the facts
• Problem solving – goal is to meet residents
needs
• Therapeutic communication – goal is to
encourage the resident to *
Techniques for Effective Communication
1. Use every contact with resident as an
opportunity to communicate.
a) Talk * with residents during care,
listening and responding appropriately.
b) Smile and speak when *.
c) Set aside time just to communicate with
residents.
d) Continue to communicate with residents
who are * as they may still understand
and benefit from your communication.
Techniques for Effective Communication
2. Assure that your verbal and nonverbal
communication match and send the
same message.
a) Nonverbal messages tend to reflect
your * and are thought to be more
powerful than what you say.
b) If there is a difference between the
verbal and nonverbal messages,
people will likely believe the *.
Techniques for Effective Communication
3. Plan your message ahead of time as
needed to assure it is clear and
correct.
a) Arrange main points in *
b) Omit unrelated and non-essential
information.
c) Get * to determine if message is
understood.
Techniques for Effective Communication
4. Select the most appropriate method for sending
the message:
(a) *– most commonly used.
(b) *– most important
(c) *– may be useful for residents with
hearing loss or memory loss. Also important
in communication with health care team
(d) *– may be required to communicate with a
resident in a foreign language.
(e) *– (e.g picture boards, word boards) may be
useful for residents with sensory loss.
Techniques for Effective Communication
5. Individualize your communications to the needs of
the resident. The same communication techniques
do not work for all residents or all nurse aides.
(a) * (verbally and nonverbally) and of the care you
are giving.
(b) Observe and evaluate the resident’s response
to what you are saying and doing.
(c) Adjust your approach if you are not getting the
*.
(d) Then re-evaluate and re-adjust your approach
as needed.
(e) Report/discuss your observations and problems
with communication to the *.
Communication and
Interpersonal Skills
1. Guidelines for Starting a Conversation.
2. Guidelines for Talking and Listening.
3. Guidelines for Encouraging Residents to
Express Feelings.
4. Guidelines for Avoiding Barriers to
Communication.
5. Guidelines for Ending a Conversation.
6. Guidelines for Effective Interpersonal
Relations.
Guidelines:
Starting a conversation
1. Knock on the door before entering, * by
name and title and greet resident by the
preferred name.
2. Approach the resident in a calm and
courteous manner.
3. Explain why you are there and what you
are going to do.
4. If you are going to perform a procedure,
* and encourage resident to participate
as appropriate.
Guidelines:
Talking and Listening
1.
2.
3.
4.
5.
6.
7.
8.
Get resident's attention before speaking.
Use courtesy when *. Talk courteously with the resident
during care, listening and responding appropriately.
Speak in a language that is * for the resident--avoid slang
or words with more than one meaning.
Use a normal tone of voice and adjust your volume to the
resident's needs.
Speak slowly and adjust your rate to the individual
resident's needs.
* -avoid mumbling.
Keep your message brief and concise--avoid rambling.
* . Sit at resident's eye level and maintain frequent eye
contact with the resident as appropriate.
Guidelines:
Talking and Listening
9.
10.
11.
12.
13.
Send positive messages by use of encouragement,
praise, smiles, gentle touch and other methods
acceptable to the resident.
Be sure your verbal and nonverbal message match.
Use *, leaning slightly toward the resident while listening.
Pay attention and really listen to what the resident is
saying.
Give, receive and/or request feedback as appropriate to
assure that the *.
Guidelines:
Encouraging residents to express feelings
1.
2.
3.
4.
5.
Use silence to allow the resident to * (this shows respect
and acceptance).
Use broad opening statements like "You seem quiet
today."
Use * like "and then what happened?"
Use noncommittal responses like "Oh, I see", "Go on",
"Hmm..."
Use responses that indicate you * , such as: "You really
miss your son."
Guidelines:
Avoiding barriers to conversation
1.
2.
3.
4.
5.
6.
Avoid interrupting or changing the subject.
Avoid * if it implies passing judgment.
Avoid talking about your own personal problems and the
problems of other residents and co-workers.
Avoid pat answers such as "Don't worry" as this can
make residents feel their *.
Avoid questions that can be answered with "Yes" or "No"
unless you want only direct answers.
Avoid questions that start with “*" to avoid defensive
responses.
Guidelines:
Ending a conversation
1.
Tell the resident that you are finished, that you * and, if
appropriate, when you will be back. Be sure to come
back at the designated time.
2.
Tell the resident that you enjoyed the conversation. Such
as: ”Thanks for your time,” “Thanks for sharing.”
3.
Leave the resident in a position of comfort and safety,
with * and other needed items within easy reach.
Procedural Guideline:
Vision Impairment
1.
2.
3.
4.
5.
6.
7.
8.
Identify self by name and title as you enter room to avoid startling the
resident.
Encourage and assist the resident to keep glasses clean and *.
Stand comfortably close to the resident in a good light and *
Speak in a normal tone of voice. Do not speak too loud.
Use talk and touch to communicate. Encourage the resident to do the
same.
Give ongoing, step-by-step explanations of what you are going to do and
what is expected of the resident. Clarify the resident's understanding as
appropriate.
Do not * the environment without the resident's knowledge and approval.
Replace items to their original location in the resident's room.
Tell the resident when you are finished and when you are leaving
Procedural Guideline:
Hearing Loss
1. Alert the resident by approaching from the * or side and
lightly touching resident's arm. Avoid startling the resident.
2. Eliminate distracting background noise and activity if
possible.
3. Speak at a slightly * and at a normal or only slightly
increased volume--avoid shouting.
4. Encourage and assist the resident to use a hearing aid as
appropriate.
5. If the resident hears better in one ear, stand on the
preferred side.
6. Stand comfortably close to resident in a good light and *.
Procedural Guideline:
Hearing Loss (cont.)
8. Speak slowly, clearly and distinctly using your lips to
emphasize sounds--do not * or cover your face with your
hands while talking.
9. Use short words and sentences, clarify the resident's
understanding then rephrase message if needed.
10. Keep conversations short and limited to a single topic.
11. Do not convey negative messages by your tone of voice
or body language.
12. Write out * , if needed, or use other communication
assistive devices such as communication boards if
available.
Procedural Guideline:
Residents who have trouble speaking
1.
2.
3.
4.
5.
6.
7.
8.
9.
Keep conversation short, but frequent. Ask direct questions if the resident can
answer "Yes" or "No.”
Allow the resident *.
Listen carefully. Don't pretend to understand the resident if you don't.
Emphasize the positive aspects such as the words you understand.
If you can't understand the words, validate what you think the resident is
saying or feeling.
Take time to complete each conversation to *.
Monitor your body language to assure you are not sending negative
messages.
Encourage and assist the resident to point, nod, write, or to use assistive
devices for communication such as picture boards and word boards as
appropriate.
Request * when needed.
Procedural Guideline:
Confused, Memory Loss, or Other Language
1.
2.
3.
4.
5.
6.
7.
8.
Use simple sentences and words, and pronounce words clearly and
slowly.
Keep conversation *, but frequent and focused on a single topic.
Give simple * as appropriate.
Allow the resident adequate time to respond.
Monitor your body language to assure you are not sending negative
messages.
Use gestures and expressions to enhance the message.
Use * to go with your verbal message, i.e., as you ask the resident
to brush his/her teeth, put the toothbrush into the resident's hand.
Take time to complete each conversation to avoid conveying
impatience.
Procedural Guideline:
Effective Interpersonal Relations
1. Maintain open communication, be a * and encourage
residents to express their feelings.
2. Be honest. Your best efforts will fail if you are not
sincere.
3. Respect each resident as a unique individual with
his/her own behavior patterns.
4. Be *, patient and hopeful.
5. Develop supportive and trusting relationships with
residents by being supportive and trustworthy.
6. Show residents that you care "about" them as well as
caring "for" them.
7. Understand and accept residents – *.
Recap of Communicating with Residents
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Knock on resident’s door; wait to be invited into the resident’s room.
* and your title, nurse aide.
Do not walk up behind the resident, approach resident from the side or front.
If possible get on the resident’s level to talk; try not to “look down” on the resident while
talking.
Stay in the resident’s * when talking; this helps the resident understand.
Address the resident by proper name, such as Ms. Smith or Mr. Smith, unless the resident
asks you to use their first name. Do not use * to address the resident such as “honey” etc.
Ask the resident if you can turn the volume down on the television if it is loud and
interfering with conversation or taking vital signs.
Talk while giving the resident care. Explain step-by-step to the resident the care you are
providing.
Listen to the resident! * to resident questions or statements.
Remain calm at all times.
Do not give the resident your personal information or problems.
Use courtesy at all times.
Maintain *.