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

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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 Understandinginterpreting Remembering

8 Barriers to Listening Physical and mental characteristics-ability to hear, mental ability Preconceptions Self Absorptionpreoccupied

9 Basis Therapeutic Communiation To Communicate therapeutically means to attempt to convey empathy Reflecting back feelings is one of the best ways to convey empathy Listen without judgement First step is to use Active Listening Skills See handout for Therapeutic communication and active listening

10 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

11 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

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

13 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

14 Four Behavior Styles That Affect Communication Non-Assertive Aggressive Passive Aggressive Assertive

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

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

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

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

19 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

20 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

21 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

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

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

24 EHR contain: Lab results Radiology results Pharmacy information Doctors orders Operative reports Path reports Physical therapy records

25 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

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

27 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

28 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

29 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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