PHS - Ch. 7 Wayground Slides #1 (Communication W/ Pt's/Coworkers

• Are you a good communicator?

• Describe different communication styles you have noticed when talking to family and friends.

• How would you describe your communication style?

• In this chapter, you will examine communication styles and consider your own preferred style.

• You will also learn about techniques for communicating clearly with coworkers and Pt's, as well as recognizing and overcoming communication barriers.

• Communication difficulties cause the MOST PREVENTABLE ERRORS in healthcare.

• Communication includes words, tone of voice, and nonverbal signals.

• Passive

  • Apologetic; soft/tentative tone of voice, no eye contact, stooped posture

• Aggressive

  • Loud, demanding tone of voice; finger pointing, tense/rigid posture

• Passive-Aggressive

  • Sarcastic tone; says yes but means no, appears satisfied, but will complain later

• Assertive

  • Firm tone of voice; direct eye contact, relaxed posture

  • Assertive communication is ideal

SBAR helps healthcare workers communicate with each other more clearly.

• Situation: What is currently happening?

• Background: What are the circumstances leading to this situation?

• Assessment: What is the problem?

• Recommendation: What should be done to correct the problem?

​This system creates a standardized communication format that is very useful for reporting changes in a Pt's status.

​Pt interviews are used to collect medical history

• Professional protocols to follow:

  • Knock before entering exam room

  • Use fist names only when requested

  • Limit interruptions

  • Make eye contact

  • Be nonjudgmental

• To communicate better, ask open-ended questions and rephrase what the Pt has said

Describe different types of communication barriers and provide tips for overcoming each type.

Environmental barriers

• Close the door to reduce distractions from people in the hall

Sensory impairments

• Use gestures with people who are hearing impaired to improve understanding

Cognitive impairments

• Use simple language and short sentences

• Speak slowly and clearly

Cultural differences

• Request help from a medical interpreter

1. Gather your tools.

2. Introduce yourself and state your role at the facility.

3. Verify patient’s name and birth date, then update medical history.

4. Record medications the patient is taking.

5. Measure and record vital signs.

6. Ask the reason for the patient’s visit and record responses. Ask open-ended questions.

7. Review patient’s information and reason for seeing the doctor before excusing yourself.

How can you be sensitive to cultural diversity as a healthcare worker?

• Have a patient’s friend or family member interpret if language is an issue.

• Be aware of different attitudes toward using first names, expressing pain, making eye contact, and having visitors.