Healthcare Communications

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Healthcare Communications

• Jodi Braswell NR EMT P AAS

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Essential Question

• How can communication affect patient care?

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What is Communication?

• Communication is the exchange of information,
  thoughts, ideas, and feelings

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Communication can occur

• Verbally spoken words or written words
• Nonverbally facial expressions, body language
  and touch

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Communication Process

• Sender an individual who creates a message to
  convey
• Message the actual information, thoughts or
  ideas
• Receiver the person who receives the message
  from the sender

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Feedback

• Feedback helps to determine if you have
  effectively communicated.
• Feedback occurs when the receiver responds to the
  message.

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Overcoming factors that interfere with
communication

• The message must be clear.
• People who are not in the healthcare field may
  not understand medical terminology. Be sure to
  use terms they are familiar with.
• A small child may not understand the word urine
  and you may have to use a word on their level
  such as pee.

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Overcoming factors that interfere with
communication (cont.)

• Make sure you use proper terminology and
  pronunciation and the use of good grammar.
• Avoid using meaningless words or phrases. Ex. You
  know, like, all that stuff, um
• Be sure to use the proper rate or speed when
  delivering a message.
• Speak in a moderate tone, not too softly or
  loudly. Different emphases in the tone can change
  the meaning of the statement. Ex. I love my job

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Factors that interfere with
communication (cont.)

• Avoid distractions when communicating. Ex.
  answering a phone, talking to another person, or
  playing with the television or radio.
• Communication should take place in a comfortable
  environment. Not, for example, outside in the
  snow where the conversation may be cut short due
  to the cold, or in extreme heat, or under water.

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Listening

• Listening means paying attention and making the
  effort to hear and understand what the other
  person is saying.
• Show interest in what is being said.
• Be alert and maintain eye contact with the
  speaker.
• Avoid interrupting the speaker.
• Avoid thinking about how you are going to respond.

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Listening (cont.)

• Try to eliminate your own prejudices and see the
  other persons point of view.
• Eliminate distractions by moving to a quiet area.
• Reflect statements back to the speaker so they
  know you are hearing what they say.
• Ask questions if you do not understand what is
  being said.
• Keep your temper under control and maintain a
  positive attitude.

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Nonverbal Communication

• Nonverbal communication involves the use of
  facial expressions, body language, gestures, eye
  contact and touch to convey messages or ideas.

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Barriers to Communication

• A communication barrier is something that gets in
  the way of clear communications.
• Common barriers are physical disabilities,
  psychological attitudes, prejudice, and cultural
  differences.

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Deafness or hearing loss

• Use body language gestures and signs. Face the
  person to allow for lip reading. Use short
  sentences. Write messages if necessary and make
  sure any hearing aids have good batteries and are
  inserted correctly.

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Blindness or impaired vision

• People who are blind or visually impaired may be
  able to hear what is being said but they will not
  be able to see body language, gestures or facial
  expressions. Be sure to announce your presence
  and describe events going on around. Explain
  sounds or noises and use touch if appropriate.

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Aphasia or Speech Impairments

• They may know what they want to say but may have
  difficulty saying it.
• Let them talk.
• Encourage them to take their time.
• Ask questions requiring short answers.
• Speak slowly and clearly and repeat their
  messages to be sure they are correct.
• Encourage use of gestures or signs.
• Provide them with writing material.

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Psychological Barriers

• Psychological barriers to communication are often
  caused by prejudice (prejudging), attitudes and
  stereotypes.

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Cultural Differences

• Cultures consist of values, beliefs, attitudes
  and customs shared by a group of people.
• They may include their own cultural remedies in
  their health treatment plan.
• In some countries, eye to eye contact is not
  acceptable.
• In some countries, it is inappropriate to touch
  someone's head, or even a simple hand shake can
  show a lack of respect.

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Cultural Differences (cont.)

• Some foods may not be accepted in another
  culture.
• You may need to contact a translator if there is
  a language barrier.