Work prepared: Karolina Baliunaite, Vytaute Gelezelyte of Klaipeda State College of Lithuania, 2013.

Work tasks:1. Develop what is communication

notion;2. Present with communication

important things in nursing;3. Give examples

“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)

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.

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.

Is the activity of conveying information through the exchange of thoughts, messages, or information, as by speech, visuals, signals, writing, or behavior.

Verbal: Speaking, Listening, Writing, Reading.

Nonverbal Gestures, Facial Expressions, Posture and Gait, Tone of Voice, Touch, Eye Contact, Body Position, Physical

Appearance.

Age

Education

Emotions

Culture

Language

Attention

Surroundings

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.

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.

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.

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 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.

Closed questions.

False reassurance.

Judgmental responses.

Defensive reflex.

Changing the subject.

• 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

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.

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.