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Verbal and Non-verbal Communication

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Verbal and Non-verbal Communication It takes two to communicate! Four Elements of Communication Sender-generates information, thoughts, ideas or feelings Message ... – PowerPoint PPT presentation

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Title: Verbal and Non-verbal Communication


1
Verbal and Non-verbal Communication
  • It takes two to communicate!

2
Four Elements of Communication
  • Sender-generates information, thoughts, ideas or
    feelings
  • Message- generated by sender and responded to by
    receiver.

3
Four Elements of Communication
  • Channel-medium in which message in transmitted
  • Visual-seeing
  • Auditory-hearing
  • Kinesthetics-feeling, touch
  • Receiver

4
Verbal Communication
  • Loudness
  • Fluency
  • Rate of Speech
  • Affect
  • Language used

5
Nonverbal Communication
  • Reinforces, supports and enhances verbal messages
  • 55-of messages are non-verbal
  • 38 are volume and tone
  • Leaving only 7 as verbal words

6
Examples of Non-Verbal
  • Eye Contact
  • Facial Expression
  • Gesture Posture
  • Body Orientation
  • Distance
  • Appearance

7
Listening
  • Components
  • Hearing-process of perceiving sounds
  • Attending- decision of listener based on
    wants/needs
  • Understanding-interpreting
  • Remembering

8
Barriers to Listening
  • Physical and mental characteristics-ability to
    hear, mental ability
  • Preconceptions
  • Self Absorption-preoccupied

9
Health Literacy
  • What is Health Literacy?
  • Ability to read, understand and act on medical
    information
  • Examples services, appointments, directions
    which all affect the patients health decisions
  • Estimated half of all American adults lack that
    skill

10
Health Literacy
  • Clinicians need to address this issue
  • 73 billion dollar expenditures due to low health
    literacy
  • This increases costs due to longer hospital
    stays, unnecessary doctor visits, neglect to fill
    prescriptions or follow them

11
Health Literacy
  • Most people read at an 8th grade level and
    sometimes lower
  • People do not want anyone to know they can not
    read or do not understand

12
Health Literacy
  • American Medical Association has established a
    protocol to by used by all clinicians to make
    sure patients understand
  • Watch the Health Literacy video

13
Four Behavior Styles That Affect Communication
  • Non-Assertive
  • Aggressive
  • Passive Aggressive
  • Assertive

14
Space and Territoriality
  • Social Space-4-12 ft appropriate for
    introduction
  • Personal Space-18-4ft close enough for personal
    conversation
  • Intimate Space- 0-18 appropriate for exams,
    assessments

15
Written Communication
  • Examples of Written Communications in Health Care
  • Prescriptions
  • Patient Instructions
  • Case Reports
  • Patient Progress Notes
  • Lab Reports
  • Memos

16
Rules for Written Communication
  • Write legibly
  • Spell Correctly
  • Include pertinent information
  • Time
  • Date
  • Patient name

17
Pertinent Information Continued
  • Accurate information
  • Be as neat as possible
  • Orderly and understandable
  • Concise and complete
  • Keep the patient record current
  • Sign or initial all information added

18
The Record...
  • Is any form of documented information
  • Includes the known facts of event
  • Is a permanent long lasting account
  • May be kept on
  • Paper
  • Computer
  • Film

19
Documenting Data
  • Objective What can be observed using any of the
    senses (see, hear, touch, smell)
  • skin rash
  • pulse rate
  • dampness of skin
  • vomited 300 cc
  • client refuses to eat
  • Subjective Described data (feeling, opinion)
  • That which the client describes to you
  • Can be felt or described only by the client
  • Reported by quoting the client exactly

20
Correcting the Paper Record
  • DO NOT ERASE OR OBLITERATE ANY INFORMATION
  • How to correct a handwritten entry
  • Draw one line through the error
  • Insert the correction above or immediately
    following the error
  • Put your initials and date next to the correction

21
Computerized Medical Records
  • Commonly called
  • EHR Electronic Health Record
  • EMR Electronic Medical Record
  • CPR Computerized Medical Record
  • Improve quality and cost-effectiveness of
    healthcare

22
Benefits of EHR
  • Increase availability of pts medical hx
  • Facilitate clinical research
  • Increase efficiency/reduce time spent retrieving
    information
  • Eliminate overhead costs associated with paper
  • Maintain legal record of patient care

23
EHR contain
  • Lab results
  • Radiology results
  • Pharmacy information
  • Doctors orders
  • Operative reports
  • Path reports
  • Physical therapy records

24
Advantages of EHR
  • System flags patients for recall
  • Files can be retrieved faster
  • Less storage space needed
  • Analysis reporting is easier
  • Charts misplaced less often

25
Disadvantages of EHR
  • Cost
  • Downtime for training
  • Lost of productivity during computer conversion
  • Accessibility

26
Electronic Heath Records
  • Password protected access to EHR
  • Employee must sign Confidentiality Agreement
  • Nothing is removed if there are errors, addendums
    are added
  • Addendums have date and time created
  • Facilities track who accesses information

27
Key Points to Remember About Health Records
  • Accuracy is essential
  • Records are legal and can be used in court
  • Can refresh memory when needed
  • Failure to keep records can result in negligence
  • Can be viewed by many people

28
Key Points to Remember About Health Records
  • Be very careful about using abbreviations
  • JCAHO has made a list of error-prone
    abbreviations, symbols and dose designations
  • If in doubt, write it out
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