Health Care Communication

EFFECTIVE COMMUNICATION

1. Greeting, establishing the rapport

2. Listening patiently

3. Having a favourable body language which includes the way we

dress up, sitting posture, eye contact.

4. Showing empathy

5. Not using unnecessary medical jargon

6. Not being judgmental

7. Clearing the doubts and conforming whether they have any

questions.

8. Greeting, thanking
 Definition

Webster’s Dictionary defines communication as

“the imparting or interchange of thoughts, opinions
or information by speech, writing, or signs.”
 Introduction

It is important to consider that communication is not just verbal

inform.

One study states that 93 percent of communication is more

affected by
body language,
Attitude
and tone,
leaving only 7 percent of the meaning and intent based on the
actual words said.
 Introduction

Communication is also important because a large

portion of a physician’s time is spent
communicating with others.

A physician’s day is filled with face-to-face

communications with patients, patients’ families,
employees, and referring physicians.
 Introduction

Whereas the spoken words contain the crucial content,

their meaning can be influenced by

The style of delivery, which includes the way speakers

stand, speak, and look at a person.

However, critical information is often transmitted via

handwritten notes, e-mails, or text messages,

This can lead to serious consequences if there is

miscommunication.
 Goals of Communication

• To promote standards of conduct

• Build relationships
• Nurture clinical collaboration
• Minimize conflict over practice decisions
• Improve communication
• and elevate care quality
Five ways physicians can
improve their communication
skills when interacting with staff
 Be open and approachable
Physician leaders must communicate an aura of
approachability. If they do not, their employees will be
reluctant to tell them of potentially dangerous
situations because of their fear of harsh rebuke or
excessive punishment.
As a leader, physicians don’t only lead; they must also
stay open and listen.
Put people at ease and listen intently when
communicating with team members.
Ensure to make eye contact, smile, and ask open-ended
questions.
 Focus on clarity
People cannot be led if they cannot
understand what the leader says, means, or
expects.

Clear direction is a critical dimension of

practice climate. When people understand
the mission, values, standards, and
expectations of the practice, they can do what
needs to be done.
 Explain your reasoning
When the reasons for orders are not
apparent, the likelihood of the orders being
disregarded increases.
 Take the quality and sanctity of
communication seriously
• Physicians can share information with staff
through regularly scheduled meetings.

• They can inform team members of upcoming

events so people can plan ahead.

• Even trivial rumors must be squelched, as the

transmission of accurate information is vital.
 Pay attention to reactions....
• When they talk to team members, outstanding
physician leaders watch the expressions of those in
the audience to be sure they are taking in what is
being said.

• Where there is any doubt, physicians must ensure

understanding by making a clearer restatement or
requesting that an employee repeat the message in
his own words.

• Important oral communications are sometimes

followed up in writing to ensure uptake and
 Physician Engagement…
Physician engagement is an intentional and
deliberate process to bring physicians and
other stakeholders together to address
problems and continuously improve care and
the patient experience.
Doctors Vs Residents
 Residents…
Clarity in instructions for each and every patient in
OPD and Wards
 Medication including Drug Drug Interaction
 Diet including Diet Drug Interaction
 Physiotherapy
 Verbal orders
 Procedures – Preparation
 Consents
 Referrals
Referrals
 For Opinion
 For co management
 For taking over
 Residents…

 Pre op orders
 Post op orders
 Medication Reconciliation
 Health Education and Patient Education
 Guidance on Discharge Notes
Doctors Vs Colleagues
 Colleagues…
• Differential Diagnosis

• Alternate modes of management

 Diagnostic Colleagues…
• Modalities/Investigations which may ease
conclusive diagnosis

• Ruling out DDs

Doctors Vs Technicians
 Technicians…
Especially in areas where dependency is high
on medical equipments

OT
 Imaging Services
Lab
 Cardiac Cath Lab
 Scopies
 Expectations from Technicians…
• Upkeep
• Timely availability in desired condition
• Prior preparation and readiness
Doctors Vs MPWs / HK Staff
 MPWs and HK Staff
• Very limited
• Generally through nursing staff
Direct communication may produce wonders..
A word of praise
Little pat
Acknowledgement of efforts
Smile may do
Better cleanliness
Patient transportation
Doctors Vs MSWs
 Medico Social Workers…
• Health Schemes
• Social and Cultural Support
• Religious and Psychosocial support
• Rituals
• End of Life Care
• Organ Donation
• Home Care
• Counseling
Doctors Vs Physiotherapist
 Physiotherapist
Rehabilitation
Ortho
Stroke
Accidents
Occupational Therapy
Vocational Therapy
Doctors Vs Infection Control
Department
 ICD
• Analysis of Cultures
• Antibiotic Stewardship
• HAIs
• Sterilization and Disinfection
• BMWM
Doctors Vs Nurses
 Points same as
those for Residents….
 Steps to Improving Physician-Nurse
Relationships

• Always have the chart in hand when calling a

physician.
• Don’t begin telephone conversations with “I’m
sorry to bother you.…”
• Be prepared for rounds. Anticipate late night
problems ahead of time.
• Use the progress notes to briefly communicate
your key concerns/interventions.
 Steps to Improving Physician-Nurse
Relationships
• Take the time to thank and acknowledge
those physicians with whom you have a good
working relationship.
• Don’t complain about a doctor to other staff.
If you have a problem, speak to the physician
in private.
• Raise your awareness.
 Tips for Physicians
• It makes a world of difference to address a nurse by her/his
name.
• Be a leader, not a commander
• atmosphere where nurses feel comfortable sharing patient
concerns and asking questions without feeling inferior.
• Be considerate of the nurse-patient interaction when
walking into a patient’s room.
• 4. Discuss the plan of care for complicated patients directly
with the nurse – it takes less than 2 minutes to engage the
relatives and provides an opportunity for education
 Tips for Physicians
• Participate in joint educational and celebratory events.
• If you have a problem with a patient’s care, speak to
the nurse involved first; then charge nurse.
• Invite nurses to round with you. Create a welcoming
atmosphere.
• Recognize the difference in education.
• Recognize the nurse’s role at the sharp end: a critical
member of the team.
• Compliment nurses who are doing a great job in public
and in private.
Communication & Collaboration
Collaboration in health care is defined as health care
professionals assuming complementary roles and
cooperatively working together, sharing responsibility
for problem-solving and making decisions to formulate
and carry out plans for patient care.

Collaboration between physicians, nurses, and other

health care professionals increases team members’
awareness of each others’ type of knowledge and
skills, leading to continued improvement in decision
making.
Consequences of Lack of Communication

Lack of communication creates situations

where medical errors can occur.
These errors have the potential to cause
severe injury or unexpected patient death.
Medical errors, especially those caused by a
failure to communicate, are a pervasive
problem in today’s health care organizations.
 COMMUNICATION BARRIERS

There are many barriers to effective communication.

• Many are internal barriers like fatigue, lack of interest and
motivation.
• Language is the major barrier, so we should identify the staff
who can act as an interpreters in case of need for a particular
language, to help in the patient interaction and counselling.

• It is also necessary to identify patients with speech and hearing

disability so that they can be appropriately counselled.

 To conclude
Effective clinical practice must not focus only
on technological system issues, but also on
the human factor.
Good communication encourages
collaboration and helps prevent errors.
It is important for health care organizations
to assess possible setups for poor
communication and be diligent about
offering programs and outlets to help
 To conclude…
Effective communication is a necessity for
positive and productive workplace
interactions.

Becoming a more effective communicator will

not only make your employees more
motivated and productive, but will also have a
positive effect on the practice environment.
 Bernard Shaw quoted…
“The single biggest problem in communication
is the illusion that it has taken place.”

Indeed the office can often be rocky due to

poor communication.
• THANK YOU