Hi-Touch Healthcare

WRITTEN COMMUNICATION
 WHAT TO EXPECT IN THIS
PRESENTATION

Background
Key components to effective written communication
Forms of written communication
Misinterpretation in communication
Tips for effective communication
 BACKGROUND

The Joint Commission on Accreditation of Healthcare

Organizations (JCAHO) states that "70% of sentinel
events are directly related to ineffective and poor
communication between multi-disciplinary healthcare
providers."

(Willingham & Eden (2007). Oncology Nursing Forum, V34(2).

 KEY COMPONENTS TO EFFECTIVE
WRITTEN COMMUNICATION

Factual

Objective

Respectful

Confidential
 KEY COMPONENTS TO EFFECTIVE
WRITTEN COMMUNICATION

Non-judgmental

Non-emotional

Correct grammar

Correct spelling

Use of legal abbreviations

 WRITTEN COMMUNICATION IN
HEALTHCARE

Forms of written communication:

• Paper charting
• Interdepartmental memos
• E-mail
• Electronic Health Care Records (EHR’s)
• Text messages
• Patient education information
• Discharge instructions
 MISINTERPRETATION IN
COMMUNICATION

Words can mean different things to different people

Healthcare workers use acronyms and medical

terminology that lay people, including patients and
families, may not understand
 CASE EXAMPLE

A new monitor technician in a local hospital ICU is

being oriented to the unit.
A new patient is admitted from surgery and she
overhears the nurses talking about the “cabbage
patient” (CABG – coronary artery bypass graft)
 CASE EXAMPLE

The entire day she thinks she made the wrong choice in
jobs because she thinks they are talking about the
patient being a “vegetable” and are being disrespectful
 ACTIVITY

Weasel Words Exercise

• Weasel words are words

that can be misinterpreted
 PATIENT RECORDS

4 main areas of error in patient records:

1. Making false entries
2. Not maintaining adequate records
3. Stating that certain care or observations were carried out
when they weren’t
4. Failure to implement an action plan when a problem is
discovered
(Fowler, 2014)
 E-MAIL GUIDELINES

Include a specific subject line

Keep it focused
Identify yourself
Do not e-mail an angry message
Proofread before sending
Be courteous
Do not assume your e-mail is private
Avoid fancy fonts
 TIPS FOR EFFECTIVE
COMMUNICATION

Use precise language

Don’t use specialized language your reader may not
know
Keep sentences short and to the point
Seek feedback – your message may not be as clear as
you think
 ACTIVITY – READ YOUR LAST…

Read your last work e-mail

Read your last personal e-mail

Read your last text message

Read your last Facebook posting, Tweet, Instagram,

etc.
 CONCLUSION

Questions?

Comments?