human relations in nursing.drjma
TRANSCRIPT
HUMAN
RELATIONS
IN NURSING Dr. James Malce Alo
Hospital….
A part of social system
Dealings with
Professionals – Nurses, doctors, technicians,
paramedics
Other personnel – housekeeping, dietary, laundry, supplies, accounts…
Clients, relatives, friends visitors, other customers
All lead to public relations within the hospital
Public relations spring from
human relations Client – a bundle of expectations, anxieties, hopes
and fears - Wants effective & satisfactory services
- Forms impressions of the hospital set up
Health workers – Have personal and professional needs
- Want job satisfaction & recognition of their efforts
Hospital administration – Wants efficiency and maximum satisfaction of staff and patients
The ultimate outcome depends on ‘Human Relations’
PROFESSIONALS IN HEALTH
TEAM
Nursing team
Nutritionist
Occupational therapist
Dietician
Radiologist
Lab technologist
Spiritual advisors Social workers
Pharmacist
Respiratory therapist
Immunologist
Physical therapist
Physicians
The nurse in the health
team
Health team - A group of people who
coordinate their particular skills in order to
assist a client or his family, to achieve
optimum health
The quality and quantity of personnel in
the health team will depend upon the
needs of the client
The nurse is an important member of the health team
Relationship of nurse with the
members of health team
Nurse and the Physician
Have team spirit & co-worker relationship
Be loyal, honest and dependable
Carry out instructions intelligently
DO NOT take verbal orders.
Nurse & Nursing
superintendent
Respect & cooperate
Reporting punctually
Maintain courtesy when taking ward
rounds
Take assistance for problem solving
Nurse and the Head nurse
Head Nurse is the team leader
Respect & support her
Cooperate intelligently
Reporting on duty and leaving off duty
Hand over & take over important issues
Nurse and fellow nurses
Treat seniors with respect
Maintain good team work/ spirit
Share information to achieve best care of
the sick
Correctly hand over and take over
patient concerning information
Nurse and other hospital
personnel
Maintain good relationship with all
departments
Maintain smooth coordination between
patient unit and the departments
Nurse and the non professional
workers
Be decent & considerate
Maintain good relationship
Provide guidance and teaching
Nurse and the Client Treat as an individual Understand and help No discrimination. Do not accept any gifts/ favors. Help to adjust, cooperate and accept
treatments Create confidence. Establish good N-Pt
relationship. Call by name.. Be pleasant, cheerful and courteous
Do not get too familiar. Do not discuss personal affairs.
Therapeutic nurse-client
relationship (TNCR)
The core of nursing
Nurses use their knowledge, skill and judgment
Applies to all nurses in all roles and practice settings
Therapeutic communication
Client-centered care
Maintaining boundaries
Protecting the client from abuse
Complaints by clients
and community
Complaints Situations
Indifferent care
Unfriendly behaviour of staff
Lack of ‘human touch’
Poor quality care Quality of linen, diet, equipment, facilities,
cleanliness etc
Lack of information & guidance About facilities & staff Oral information,
sign posting, boards
Lack of comforts Chairs, benches, drinking water, toilets….
Delays at almost every step
Overcrowding
Noise pollution
Poor sanitation
Types of the Relationship
Social
Friendship
Companion
Use small talk
superficial
Intimate
Emotional
commitment
May be sexual/
emotional
Intimacy
Therapeutic
Focus on client
needs
Experiences,
Feelings, ideas
Goal oriented
Indicators of Therapeutic Communication
Introduce self to client (by name and category)
Provide for expression of feelings by the client
Ensure privacy of information
Be aware of verbal and non-verbal communication
Modify communication style
Anticipate and provide care
Recognize that all behavior has meaning
and seek to understand the cause
Understand and respect the client
Involve client in planning of care
Provide information to promote client
choice
Enable the client to make informed
decisions
Maintaining Boundaries
Nurse
Boundary
Client
Maintain Boundaries in the
therapeutic nurse patient
relationship Develop and follow plan of care with the
client
Recognize when boundaries are being crossed
Set and maintain the appropriate boundaries within the relationship
Abstain from disclosing personal information unless it meets the therapeutic need of the client
Ensure that nursing strategies promote health and well being of the client
Obstacles to the Therapeutic
Relationship:
Inappropriate Boundaries
Encouraging dependence
Non acceptance/Avoidance
Resistance
Role of nurse – Teacher, Caregiver,
Advocate, counselor
Principles of IPR in Nursing
Learn everyone’s name
Respect everyone’s individuality
Do not impose anything on anybody
Keep emotions under control
Do not fear to admit ignorance
Do not give and take personal favor
Team leader should be responsible
Develops habits of listening
Do not say hurtful things
Be loyal, honest, dependable and willing
Maintain a ‘team spirit’
Have mutual understanding among members
Phases of the Nurse-Client
Relationship
1. Pre-Orientation
Self assessment - examine own feelings,
fears, anxieties.
2. Orientation
Introductory Phase
- establish trust, share information with
client, discrete self-disclosure.
convey support, facilitate healing,
educate
3. Working Phase
Problems identified
Exploration- guide client to examine feelings/responses, develop new coping skills
4. Termination Phase
Resolution phase
- Examine goals achieved
- Explore feelings regarding termination
- Establish plan for continuing assistance
We’re moving you from
intensive care to
intensive billing
Communicating with the client is important!
Thank You!...
Dr. James Malce Alo