It also increases patient utilization of inpatient and emergency care. Remember to not stray from your scope of practice. ISBAR (Identify, Situation, Background, Assessment, Recommendation); SBAR (Situation, Background, Assessment, Recommendation); SHARED (Situation, History, Assessment, Risk, Expectation, Documentation); I PASS the BATON (Introduction, Patient, Assessment, Situation, Safety concerns, Background, Actions, Timing, Ownership, Next). Geoff is particularly fascinated by the impact that exercise, nutrition, community, meaning and purpose, and practices like yoga have on a person’s mental health, as well as living a simple life of reflection, contentment and wonderment. Avoid accusatory or negative language, such as, If the patient is actually frightened, then you will have to approach them differently than if they are truly angry over something, such as a long wait time. Most will decline, but at least you are offering the opportunity to the patient. Interpersonal skills. Lampert, L 2015, ‘Communicating with Dying Patients’, Ausmed, 1 June, viewed 13 March 2019. It is important for you to be in a healthy mental state when working with a population of patients who are in the process of dying. It’s important to not be overwhelmed by the sheer amount of information you need to communicate to a potentially very busy member of the health team. For example, crouching down to a patient who is laying in bed, rather than towering over them, to offer comfort – or leaving plenty of space between you and a person who is angry or distressed, so to not only protect yourself, but to ensure the other person feels safe. The study purported that reading fluency is a stronger predictor for adequate health literacy since grade level attainment did not account for lifelong learning or age-related declines in comprehension.10, In addition, patients are more likely to successfully interpret single-step directions over multi-step directions. Hodgkinson, K & Gilchrist, J 2008, Psychosocial Care of Cancer Patients: A Health Professional’s Guide to What to Say and Do, Ausmed Publications, Melbourne, Victoria. Lampert, L 2016, Communicating with Doctors, Ausmed, 28 October, viewed 13 March 2019. Published February 20, 2015. For this reason, it is associated with higher rates of emergency and inpatient healthcare utilization with increased cause-specific morbidity and mortality rates.6 Low health literacy also affects the quality of patient interaction with healthcare systems. She helps them to understand the procedure, the heart-lung machine, and the estimated time of the surgery. Good communication helps patients/clients feel at ease. Complex assessments may be time-intensive and impractical to implement within busy practice settings. Smile and touch will help to allay some of their fears. 97, no. Corresponding action plans should be created for each component in order to determine baseline capabilities and track improvements. Active listening, responding appropriately to patient’s needs and concerns, properly assessing body language, and possessing a non-judgmental attitude are all necessary skills that healthcare … Patients with poor health literacy may not only have problems with reading. PBS Parents 2018, Talking with Kids, PBS, viewed 13 March 2019. If the complications of statin medication are not conveyed to the patient, he/she might not realize that his/her muscle aches and darkened urine are a rare complication from taking the medication. To be a professional means to not forget yourself. Hodgkinson, K 2017, Talking with Children About a Parent or Guardian’s Cancer Diagnosis, Ausmed, viewed 13 March 2019. Koh HK, Brach C, Harris LM, Parchman ML. For those who have avoided open communication so far, this is confronting and enormously challenging. Studies show that the clinician’s ability to explain, listen and empathize can have a profound effect on biological and functional health outcomes as well as patient satisfaction and experience of care. Trust your assessment skills and the knowledge you have collected about your patient’s condition when recommending a course of action to another team member. If you are seething with anger and attempt to use positive-language while clearly wound tighter than a drum, people will notice and will likely respond to the message coming for your body cues rather than your voice. The same rights apply to patients who are in the next bed over. Lisa, not wanting to start an argument, has given it to her brothers and sisters, who in turn, gave it to a few grandchildren. Your body language tells the story of your emotions far better than words do. However, a 2007 study concluded that grade level attainment is a poor predictor of patient health literacy. Consider first if you need your phone before beginning an interaction with your patient. Tone can help de-escalate a distressed and angry patient. Furthe… If they syncopized afterwards, you simply need to be focused on mechanical complications from the fall. Confirm your shared understanding of what is to be done. “Maintain a sense of curiosity about your patient. Personal distance: for trusted friends, family and close conversation. Be prepared to repeat yourself and express concepts in several different ways to make sure your message is understood. The study found that the most time-intensive component was the re-education of providers on screening tool processes. The care coordination model employed by most healthcare systems is called the “Care Model.” After the implementation of the Affordable Care Act, this model was expanded to incorporate concepts from the Primary Care Medical Home. If appropriate, don’t be afraid to insert your own assessment at this stage, such as you are worried about the patient, or that they don’t ‘look right’ to you. When conveying information to patients, it is important to address: 1) what is wrong, 2) what the patient needs to do and why, 3) how they do it, 4) what to expect (both pros and cons) and 5) alternatives (including no treatment). It is important for a nurse to take a step back from the patient who is angry and ask themselves what is really going on. However, they tend to assume that the aforementioned groups are less health literate due to an inability to relate to them on a cultural basis. It is important to show your patient respect, regardless of their age or cognitive ability, and dedicate the right amount of time to allow them to express themselves, so to get the whole story. Don’t send mix messages. Self-disclosure is unfamiliar territory for some people, while others might not have the vocabulary to describe how they feel, may not see the relevance of mentioning it, may expect judgment, or might fear they are overwhelming the other person. Studies have shown that race-and-socioeconomic-status-concordant physicians had more meaningful interactions with their patients than those from different groups. Lampert, L 2015, ‘Communicating with Children in Healthcare’, 26 March 2015, viewed 13 March 2019. For instance, you could say, Find The Royal Children’s Hospital Non-Pharmacological Methods of Pain Management at their website. You have their vitals, their chart, and a full head of information that you want to blurt out as soon as the doctor’s voice crackles across the phone line. Instead of being afraid, Daniel is now fascinated by the new toys in front of him and plays with them. Update and discuss relevant medical and support information. Some parents may get emotional and you need to be aware of possible angry or sorrowful outbursts. 8, pp. “I can understand why you feel that way,”, “It seems you have a different viewpoint on this situation. Active Listening. Although all of them are still nervous about the surgery, getting familiar with the process and tools for the procedure has helped calm Daniel so that he – and his parents – can get some much needed rest before his operation. Being in a loud, chaotic emergency department may require you to raise your voice. Use the word ‘medicine’ rather than ‘drug’ when talking to patients. Communication can be about quietly projecting the energy that you are here, you are willing to listen, and you won’t judge. Don’t give up. Communication is effective when both the sender and receiver reach a clear and mutual understanding of the information being exchanged. Effective communication is of the utmost importance when delivering healthcare. Try to find amicable ways to solve a problem so that all parties are satisfied. Lickerman, A 2010. Examples of such tools include the Flesch Reading Ease score, the Flesch Kincaid Grade, the Gunning Fog index, SMOG Readability formula, the Fry Readability Graph, The New Dale-Chali readability formula, the Suitability Assessment of Materials and the Lexile Framework. One of the most important considerations when communication with older adults is allowing them time. This may mean compromising for the sake of peace, or involving your management and HR in the discussion, where appropriate. Remember: time and place. Any health literacy assessment a practice chooses to implement should be continuous and not simply be relegated to a single encounter. Health literacy can be defined as the patient’s ability to obtain, comprehend, communicate and understand basic healthcare information and services. Carrying these feelings everywhere with you may make you susceptible to compassion fatigue - a syndrome that can lead to depression, anger and the breakdown of relationships. Language barriers are not always immediately evident. This communication course for healthcare professionals will: Explore specific behaviors that convey a caring attitude. Cultural and linguistic competency is necessary throughout every level of a healthcare organization. Cultural competency seeks to change the one-size-fits-all approach of the current medical practice and tailor healthcare delivery to the individual needs of a diverse patient population. Communication is a two-way street. The following diagrams illustrate four different interpersonal distances (Hall 1966): Public distance: for public address, formal, for larger audiences. Workers of varying skillsets within a healthcare setting must communicate clearly with each other to best coordinate care delivery to patients. The Royal Children’s Hospital (2016) offers a great resource for tailoring appropriate diversion techniques to a child’s age, including the use of toys, singing, and breathing and relaxation. Be prepared for a wide range of reactions. It’s common for people who need health care services to feel anxious about their health… Communication evolves; be realistic with your expectations and be patient, yet motivated, to create small changes. There are multiple components to effective communication in a healthcare setting: healthcare literacy, cultural competency and language barriers. A guide to practice for healthcare professionals. AHRQ Health Literacy Universal Precautions Toolkit. If you’re finding a particular patient especially difficult to speak with, simply being there, smiling, sharing meaningful eye contact and some human touch (with consent) can make all the difference. Let's consider asking a patient about safe sex: In some exceptionally difficult circumstances – such as the journey of a patient with cancer or someone close to death – people may feel pressured to start to talk about meaningful subjects and intimate thoughts and feelings. Australian Commission on Safety and Quality in Health Care 2018, ‘6. You may spend a great deal of time turning people down in their hunt for information. A common mistake that many health professionals make is to use bigger and more complicated words. Effective communication within a healthcare setting is critically important. These messages can include such things as words, phrases, facial expressions, sign language, body language, gestures … It is common for many older adults to have a fear of creating a fuss (Daniel 2014) – and along with a higher chance of memory and cognitive disturbances – this can create an enormous potential for active listening techniques, as you would for any other patient and their family. Health literacy does not simply involve managing disease. The plan is agreed to, however, and now the nurse need only field one update call per shift and continue to communicate with her elderly patient, Mr Reed. Good communication skills are required by ALL healthcare professionals, not just by the social workers and psychologists. This shows that better communication methods would Communication is a key factor in the healthcare field. In most care settings, healthcare professionals will be communicating with a patient’s family and friends on a regular basis. Wake, D 2016, ‘Collaboration and Communication’, Ausmed, viewed 13 March 2019. In order to decrease the risk of health complaints from recurring, healthcare workers must convey adequate information to patients to help them take preventative measures in order to maintain their health. Using complicated medical terminology, or ‘jargon’, isn’t a good way to talk to any patient, but it is particularly detrimental when speaking with the older patient. These conversations should be two, three or more-sided. Burke, N 2016, ‘Nursing Paediatric Patients - Effective Procedural Communication’, Ausmed, 29 July, viewed 13 March 2019. It is decided that all information will flow through Lisa, although this does not make everyone happy. Hodgkinson, K 2015, Communicating with Patients, Ausmed, 18 May, viewed 13 March 2019. Johnson RL, Saha S, Arbelaez JJ, Beach MC, Cooper LA. This inadvertently influences the way they deliver healthcare. Try to allay their fears as best you can, answering all their questions as honestly as possible. See Educator Profile. Silent Messages’ (1971), Professor Albert Mehrabian of UCLA, demonstrated that when words and non-verbal communication (tone and body language) are in conflict, people will almost always believe the non-verbal message. Effective communication is of the utmost importance when delivering healthcare. Effective Communication. Whilst modern mobile technology has brought with it the benefits of instant connection, it can also be a distraction. Milford, PC 2018, ‘3 Tips for Talking to Children about Traumatic Events’, PsychCentral, viewed 13 March 2019. In short, healthcare systems should implement health literacy assessments that best suit the needs of their practice and are proven to be effective. Patients with low health literacy are more likely to be passive during healthcare encounters and less likely to engage in shared decision-making with their physicians due to the lack of comprehension. It is most prominent among low-income, ethnic minorities and elderly populations. I know you are busy but could we catch up properly in 15 minutes time?”, Listen and ask questions. 35-45. Throughout the second edition of Communication Skills for the Healthcare Professional, a broad range of examples, role plays, and scenarios from virtually every healthcare field help students master area-specific communication skills, while practical coverage of essential verbal and nonverbal communication skills … Without re-training, providers had a tendency to revert to their original method of care delivery and health communication.5 Staff buy-in is a considerable hurdle to cross, since staff quite often will be resistant to changing accustomed care delivery behaviors without proper incentive. As with most communication, careful listening, as well as showing your patient you are listening through positive body language, will serve you well in talking to children patients. Choose your words to fit the situation and the audience. Most organisations have their own policies regarding technology in the workplace, it may be worth finding out what yours is. The Office of Minority Health includes the ability to meet patient’s linguistic needs in this concept. There is no reason to be falsely happy, but tell them to simply be with the patient instead of focussing on the negative, for example. That is the best therapeutic gift you can give your patient. Having good communication with patients/clients helps them in three main ways. Think about broaching small, less emotionally charged topics at first, as a way of opening the door to more significant conversations. 10, no. © 2019 Harvard Public Health Review: A Peer-Reviewed Journal, Harvard Public Health Review: A Peer-Reviewed Journal, 18 - Special Edition - Health in India, Fall 2018, 8 - Special Ed - Hospital Readmissions, Winter 2016, 7 - Racism: Power, Politics & Privilege, Summer 2015, 4 - Special Ed - Clinical Trials, Winter 2015, https://health.gov/communication/literacy/quickguide/factsliteracy.html, https://minorityhealth.hhs.gov/omh/browse.aspx?lvl=2&lvlid=53, Optimizing Big Data to Inform the Plausibility of Patient Debt, Acculturation, Familial Support, and Unhealthful Dietary Patterns: Evaluating Notable Trends in a Latino Population, The Importance of Effective Communication in Healthcare Practice, Culturally Sensitive Cooking Classes to Increase Healthy Cooking Confidence in the Latino Community, Conflicts of Patient-Caregiver Communication and Some Workable Solutions, Case Report of Non-Communicable Diseases in Uganda: Addressing Challenges with Access to Healthcare and How Community Health Workers May Be a Potential Solution, submissions@harvardpublichealthreview.org. If a family member is taking the reins in their older relative’s care, remember not to ignore the patient receiving the care. 2017). Health communication has much to celebrate and contribute. All patients possess different capacities for learning. Acknowledge the fear they are feeling and offer them the same compassion you would offer your patients. Several standardized assessments for readability of patient materials currently exist. Technical Proficiencies. It conveys interest and respect for another’s point of view. If, however you need to, it’s a good idea, out of respect to the patient, to let them know at the beginning of an interaction that you may need to take an urgent call, and apologise in advance if it is to happen. Incorporate effective communication in your organization’s mandatory training program. Language Differences as a Barrier to Quality and Safety in Healthcare: The Joint Commission Perspective. missed care. Through incorporating the concept of population health, health literacy can be broadened to encompass any-and-all topics which can influence healthcare outcomes (for example, finances, public policy, housing, trauma prevention, social awareness, climate change etc.). © 2020 Ausmed Education Pty Ltd (ABN: 33 107 354 441), Patient Communication and Building Rapport, Multidisciplinary Collaboration and Communication, Communicating with Patient Families and Friends, Body Language and Non-Verbal Communication, Explaining the procedure to a child can help to reduce anxiety and build the their confidence, https://www.ausmed.com/cpd/lecture/active-listening, https://www.ausmed.com/cpd/articles/tip-to-enhance-communication-at-shift-handover, https://www.nationalstandards.safetyandquality.gov.au/6.-communicating-safety/communication-clinical-handover/clinical-handover, https://www.ausmed.com/cpd/articles/nursing-paediatric-patients-effective-procedural-communication, https://www.geron.org/publications/communicating-with-older-adults, https://psychcentral.com/lib/become-a-better-listener-active-listening/, http://www.academia.edu/5668023/Edward_T._Hall-_The_Hidden_Dimension, https://www.ausmed.com/cpd/courses/talking-with-children-about-cancer, https://www.ausmed.com/cpd/articles/communicating-with-patients, https://www.ausmed.com/cpd/articles/how-to-handle-difficult-patients, https://www.ausmed.com/cpd/articles/communicating-with-doctors, https://www.ausmed.com/cpd/articles/communicating-with-older-patients, https://www.ausmed.com/cpd/articles/communicating-with-children-in-healthcare, https://www.ausmed.com/cpd/articles/communicating-with-dying-patients, https://www.ausmed.com/cpd/articles/communicating-with-a-patients-family-and-friends, https://www.ausmed.com/cpd/articles/how-to-be-assertive, https://www.nejm.org/doi/full/10.1056/NEJMoa063446#t=abstract, https://www.psychologytoday.com/au/blog/happiness-in-world/201008/the-importance-tone, https://www.dailymail.co.uk/news/article-2598355/Too-polite-make-fuss-Elderly-NHS-patients-suffer-silence-say-health-watchdog.html, https://psychcentral.com/blog/3-tips-for-talking-to-children-about-traumatic-events/, http://memoryworks.org/PUBS/NIA/Talking%20With%20Your%20Older%20Patient-A%20Clinician's%20Handbook.pdf, http://www.pbs.org/parents/talkingwithkids/, https://www.ncbi.nlm.nih.gov/pubmed/17022433, https://www.sahealth.sa.gov.au/wps/wcm/connect/8a8b26804896068a9cb8fc7675638bd8/15111.3-+Clinical+Handover+Fact+Sheet+%28V1%29WebS.pdf?MOD=AJPERES&CACHEID=ROOTWORKSPACE-8a8b26804896068a9cb8fc7675638bd8-m08hRA0, https://www.ncbi.nlm.nih.gov/pubmed/23596214, https://www.ausmed.com/cpd/courses/collaboration-and-communication, https://www.journals.uchicago.edu/doi/full/10.1086/691462, https://www.hospicenet.org/html/talking.html. , comforting, wrestling you don ’ t get too close, however, doctors are trying! ), despite our words is a poor predictor of patient education materials: current role in Orthopaedics amicable! 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