Transcript EBP of Nursing Communication

EVIDENCE – BASED PRACTISE OF
NURSING COMMUNICATION
Work prepared: Karolina Baliunaite, Vytaute Gelezelyte of
Klaipeda State College of Lithuania, 2013.
THE AIM OF WORK:
TO FIND OUT WHAT IS COMMUNICATION IN
NURSING
Work tasks:
1. Develop what is communication notion;
2. Present with communication important
things in nursing;
3. Give examples
INTRODUCTION

“The care is great, and
the service is
outstanding. But
sometimes I don‟t
know what I should
have asked. I go home
and don‟t feel like I
really know what‟s
going on.” (patient
comment)
INTRODUCTION

Communicating effectively with patients is a
cornerstone of providing quality health care.
The manner in which a health care provider
communicates information to a patient can
be equally as important as the information
being conveyed. Patients who understand
their providers are more likely to accept their
health problems, understand their treatment
options, modify their behavior and adhere to
follow-up instructions.
INTRODUCTION

If the single most important criterion by which
patients judge us is by the way we interact with
them, it stands to reason that effective
communication is at the core of providing
patient-centered care. Patient surveys have
demonstrated when communication is lacking,
it is palpably felt and can lead to patients
feeling increased anxiety, vulnerability and
powerlessness.
COMMUNICATION

Is the activity of
conveying information
through the exchange
of thoughts,
messages, or
information, as by
speech, visuals,
signals, writing, or
behavior.
THE FOUR COMMUNICATION SKILLS
METHODS OF COMMUNICATION
Verbal:
 Speaking,
 Listening,
 Writing,
 Reading.
METHODS OF COMMUNICATION
Nonverbal
 Gestures,
 Facial Expressions,
 Posture and Gait,
 Tone of Voice,
 Touch,
 Eye Contact,
 Body Position,
 Physical Appearance.
INFLUENCES ON COMMUNICATION

Age

Language

Education

Attention

Emotions

Surroundings

Culture
COMMUNICATING EFFECTIVELY WITH
PATIENTS
1. Prepare yourself for the optimal exchange:
• I will give this patient my full attention.
• I will truly listen to what my patient is saying
before I respond.
COMMUNICATING EFFECTIVELY WITH
PATIENTS
2. Create an environment that enhances a true exchange of
communication and connection:
• I will acknowledge the patient by the name they prefer to be called.
• I will introduce myself and will share some information about me.
• I will sit near my patient, rather than stand.
• I will make eye contact with my patient.
• I will be aware of my body language and its subconscious meaning.
• I will, whenever possible, reassure my patient through the power of
touch.
• I will repeat what my patient has asked me to ensure my
understanding of their question.
• I will engage family members present, recognizing their important
role in the care of the patient.
COMMUNICATING EFFECTIVELY WITH
PATIENTS
3. Provide information and confirm understanding:
• I will explain what I am saying slowly and in small doses,
giving my patient adequate
• time to process the information.
• I will gently ask my patient to tell me what they understood.
• I will assist my patients to be true partners in their care by
giving them access to
• information about their disease process. I will suggest
articles, websites, books, and consumer libraries that might
be helpful for further understanding.
• I will use technology, as appropriate, to highlight my point.
COMMUNICATING EFFECTIVELY WITH
PATIENTS
4. Ask for feedback on your communication style:
• I understand that each person learns
differently.
• To make sure we establish an open and clear
dialogue, I will ask if the manner and style in
which I am communicating is effective for the
patient.
COMMUNICATING EFFECTIVELY WITH
PATIENTS

Communicating health care information is
difficult. The concepts are complex and
emotional. However, establishing a connection
from the onset enables patients to open up, be
somewhat less frightened and concentrate on
what is really important―the information you
are providing.
BARRIERS COMMUNICATION

Closed questions.

False reassurance.

Judgmental responses.

Defensive reflex.

Changing the subject.
EVIDENCE BASED PRACTISE
COMMUNICATING EFFECTIVELY WITH
PATIENTS
•
•
•
•
•
•
Special care and sensitivity is also in order when
communicating with a patient or family member who
has a complaint about their care. The Cleveland Clinic
uses the acronym H.E.A.R.T. to describe how staff
members are expected to respond to patient and family
complaints and/or concerns:
Hear the Story
Empathize
Apologize
Respond to the problem
Thank them
NORTHERN WESTCHESTER HOSPITAL
COMMUNICATION STANDARDS

COMMUNICATION STANDARDS: In healthcare,
where fears and anxieties are high, it is
important to use phrases that are easily
understood and convey our dedication to
providing the highest quality healthcare.
NORTHERN WESTCHESTER HOSPITAL
COMMUNICATION STANDARDS

ESTABLISH A CONNECTION: When we break
down communication barriers with our patients
and families, we create an environment of open
dialogue and trust. By adopting the following
effective communication strategies, you will
see the positive impact on patient satisfaction
levels and the increased partnership that
manifests between patient and caregiver.