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Healthcare commun

Today's healthcare system involves numerous interfaces, pt handoffs, various training, and education level.
More than 1/5 of the patients hospitalized reported 3 things which were ? 1) hospital system problems 2) Staff provides conflicting information 3) Staff unsure of which physician is in charge of their care
What is the definition of communication ? the imparting of thoughts, opinions, or information by speech, writing and signs.
what is the percentage of communication that is not verbal ? 93%
What does non verbal communication include 1) body language 2) attitude 3) tone PAs know how to work their body language, tone, and have ATTITUDE.
What will change the way a patient will receive your information? non verbal cues
What does lack of communication cause? 1) faulty and incomplete exchange of information 2) professionals ignore potential red flags and clinical discrepancies 3) creates situation where medical errors can occur These errors have the potential to cause severe injury/pt death.
Video 1 bad example of non-verbal cues: 1) clinicians tone of voice 2) banging on the book 3) rolling of eyes 4) just check marking not listening 5) rushing patient at times 6) THE CLIPBOARD
Video 1 good example of non-verbal cues 1) sympathizes with patient and shows he cares 2) LISTENS 3) repeats things she says 4) makes her feel comfortable.
What are the most common barrier to effective communication? 1) *** Disruptive behavior (payne) 2) culture and ethnicity 3) historical inter-professional and intra professional rivalries 4) varying levels of preparation, qualification, and status.
What are the three communication styles? Aggressive, passive, and assertive. (APA)
When is an aggressive style appropriate? 1) When a decision has to be made quickly (CODE blue or STEMI) 2) During emergencies 3) When you know you are right and that fact is crucial
When is a passive style essential? 1) when an issue is minor 2) when the problems caused by the conflict are greater then the conflict itself. 3) when emotions are running high and time is needed to gain and regain perspective 4) when the other's position impossible to change.
Effective communication leads to? 1) Positive outcomes 2) improved information flow 3) more effective interventions 4) improved safety 5) enhanced employee morale 6) increased patient and family satisfaction 7) decreased length of stay 8) improved quality
Standardized communication tools are SBAR 1) situation 2) background 3) assessment 4) recommendation
What is SBAR? 1) situation 2) background 3) assessment 4) recommendation
SBAR creates? 1) framework for communication between members of the healthcare team about the patients condition. 2) An easy tool for framing all conversation especially emergent 3) a way to set expectations between members of the team for what is communicated/how
What are communication barriers in health care? (3 things) 1) Hierarchy 2) Fatigue 3) Task load
Commitment needs to come from the top down and bottom up.
Establishing a culture to support communication and collaboration entails 1)commitment for the top down and bottom up. 2) behavioral standard 3) development and implementation of a standard set of behavior and policies 4) taking action through appropriate intervention strategies
Aggressive communication style typical traits are ? The person is close minded, a poor listener, cant see others point of view, interrupts/monopolizes conversation (think of the BAD example)
What are typical non verbal cues of an aggressive style of communication? points fingers, frown, glare, loud tone, rigid posture. Refer to slide 10 for more characteristics
What are the characteristics of the passive communication style? indirect, always agrees, doesn't speak up, hesitatnt
What are nonveral cues of the passive style? fidgets, nods head often and smiles, no eye contact, low volume
what are verbal cues of the passive style? Monotone voice
what are verbal cues of the aggressive style? abusive
What are the communication skills of the assertive style? 1) effective, active listener. 2) states limits/sets expectations 3) does not judge 4) considers others feelings
What are characteristics of the assertive style ? 1) self aware 2) trust themselves and others 3) open and flexible 4) proactive
What are nonverbal cues of the assertive style? 1) open and natural gestures 2) direct eye contact 3) relaxed 4) vocal volume appropriate
What are verbal cues of the assertive style? 1) use "I" statements 2) Ask for options.