communication scenarios in healthcare

Consider using the person’s name, if you know it. 1 Know different forms of communication. Theorists such as Peplau (1952), Rogers (1970) and King (1971) all emphasise therapeutic communication as a primary part of nursing and a major focus of nursing practice. try speaking a little more slowly when communicating with disabled people or the hard of hearing. Do you take sugar? Mr. R: Yes, that’s the one thing I’m worried about. Scenario planning is typically used when it is difficult to forecast important trends with any degree of certainty. In this particular situation, I was the sender who conveyed the message to Mr R. and Mr R. was the receiver who agreed to talk about his chemotherapy treatment and allowed me to assist. Try to identify any underlying cause creating the challenging situation. Mr. R: My wife had it and we went through hell. This can be done by questioning patients about their health and by asking them if they need help in their daily activities. Then I touched MrR.’s shoulders, kept talking and raised my tone a little because I was unsure of his reaction. Practitioner: Hello Mr. R, I am one of the nurses here this morning with Dr. M. Is there anything I can get you or would you rather be on your own? By meeting the patients’ needs at that time I felt the urge to continue to show a display of warmth and develop the relationship further. Conclusion of what else would I could have done. I kept thinking that I needed to improve my English in order for him to better understand and interpret my actions. 2005 p.443). Communication: patient satisfaction increased when members of the healthcare team took the problem seriously, explained information clearly, and tried to understand the patient’s experience, and provided viable options. There are many different ways to communicate, each of which play an important role in sharing information. Jonathan is a fan of the NHS. A prescriptive intervention seeks to direct the behaviour of the client, usually behaviour that is outside the client-practitioner relationship. These case scenarios for health and social care staff accompany the NICE guideline on managing medicines in care homes (published March 2014). Author: Moi Ali is a communications consultant; a board member of the Scottish Ambulance Service and of the Professional Standards Authority for Health and Care; and former vice-president of the Nursing and Midwifery Council. The importance of proper communication is recognition that the duties of healthcare providers, particularly nursing staffs, extends beyond direct care and carries the responsibility of advocacy. Multi agency work is when lots of different groups of people come together from lots of different professions, such as health, police, social services and education. I paused and repeated my actions, but this time I used some simple words which I though Mr R. would understand. The Communication and Cultural Competence program is based on case studies that give examples of everyday medical practice in Canada. On this particular day, I noticed that one of the male patients was sitting alone on his bed. When in a threatening situation, consider your own safety, that of colleagues and other patients and relatives, and also the aggressor. Take care to get the eye contact right: too prolonged could be interpreted as aggressive staring. Eventually the patient or relative will run out of steam, allowing you an opportunity to intervene positively. Many healthcare encounters are emotionally charged, involving fear and worry, pain and distress – for friends and relatives, as well as patients; this can create a volatile situation. Effective communication in healthcare is the need of the hour and holds the key to unlocking seamless patient experiences. Warning signs of irritated or agitated behaviour could include: If patients are already known to you – inpatients on a psychiatric ward, for example – learn which triggers can result in violence and aggression for individuals, then work to avoid these. The Long-Term Care version of TeamSTEPPS adapts the core concepts of the TeamSTEPPS program to reflect the environment of nursing homes and other other long-term care settings such as assisted living and continuing care retirement communities. Some are more complex, deep-rooted issues that require more intensive help. To export a reference to this article please select a referencing stye below: If you are the original writer of this essay and no longer wish to have your work published on UKEssays.com then please: Our academic writing and marking services can help you! Abstract. Purpose: To help you prepare for disclosure communications by using four scenarios to practice challenging interpersonal communications.. Who should use this tool? After patients are triaged, updates on likely waiting times can offer reassurance. I feel that most parts of the reflective cycle (Gibbs 1988) can be applied to the situation on which I have reflected. Whilst I could not go into all the details about his treatment, I was able to advise him to complete his treatment in order to alleviate his symptoms. Implementing the NICE guideline is the responsibility of local commissioners and/or providers. All work is written to order. 2 Understand barriers to effective communication. A supportive intervention seeks to affirm worth and value of the client’s person, qualities, attitudes and actions. The guideline recommends that health . According to Wold (2004, p 13), emphatic listening is about the willingness to understand the other person, not just judging by appearance. Call for trusts to urgently increase number of heart failure nurses, Nursing organisations call on PM to provide ‘higher grade’ PPE, Children’s hospital targets Philippines for nurse recruitment for first time, Team Manager – Adult Services Inspection / Rheolwr Tîm – Arolygu Gwasanaethau Oedolion, Join our Outstanding Ophthalmology team in Yorkshire, Senior Manager – Local Authority Inspection / Uwch-reolwr – Arolygu Awdurdodau Lleol, This content is for health professionals only, This article has been double-blind peer reviewed. Within Healthcare, communication may be described as a transitional process that is dynamic and constantly changing (Hargie, Saunders and Dickenson, 1994, p.329). Whilst significant emphasis is placed on undergraduate basic communication skills training, there is little formal postgraduate training. Wait until the person stops and never shout back in response. It primarily involves communication between the nurse and the patient. Neither Rashad nor Robin had the appropriate communication skills to keep an open and honest conversation to come up with new ideas to improve patient care. The single greatest tragedy in health and science right now is the inability to communicate well. Communication is a vital part of the nurse’s role. In the hospital setting, most of the communication related to patient care occurs between nurses and physicians. Scenario: John works for a large health system. Situation (S) Under part one: situation, a clinician gives a concise statement about the patient’s current situation; for example: A 72-year-old female patient was admitted from the emergency department. Mrs Smith makes a complaint about her mother’s fall and about the nurse’s attitude. Assess the risks and deal with the situation yourself only if it is safe to do so. Wood (2006, p.13) states that communication is the key to unlock the foundation of relationships. Theorists such as Peplau (1952), Rogers (1970) and King (1971) all emphasise therapeutic communication as a primary part of nursing and a major focus of nursing practice. In conclusion, I have outlined the reasons behind my choosing Gibbs’ (1988) reflective cycle as the framework of my reflection and have discussed the importance of reflection in nursing practice. Mr. R Well if she doesn’t mind, I’m just not sure the chemo will be worth it. It is well known that there is a strong correlation between the communication skills of healthcare providers and patient health outcomes. In this assignment, I have reflected on situations that have taken place during my clinical work experience. Scenario 1 Jimi manages a large team that is in charge of … Boyd & Fales (1983, p.100) agree with this and state that reflective learning is the process of internally examining and exploring an issue of concern, trigged by an experience that creates and clarifies meaning in terms of self and which results in a changed conceptual perspective. It can be fun if you’ve got some creative staff members! Someone who is backed into a corner will lash out, so offer choices and a way out if possible. We're here to answer any questions you have about our services. Entertaining distractions such as music, a television or radio, books and magazines, crosswords and puzzles can relieve tension in places such as waiting rooms. Although Kate Jones is tired, she puts herself in Mrs Smith’s position, understands her reaction, and does not take the anger personally. Regrettably, however, verbal abuse and threatening behaviour sometimes go with the terrain, particularly for nurses working in mental health, general practice and accident and emergency departments. We tend to stop listening to people we find challenging; our interruption rate increases; our body language can become closed and even hostile; we may be defensive; or become argumentative or difficult ourselves. Info: 4386 words (18 pages) Essay Citation: Ali M (2018) Communication skills 6: difficult and challenging conversations. Difficult situations may have a number of precipitating causes and the more factors at play, the greater the challenge will be. The purpose of this scenario is to practice effective communication and efficient teamwork skills, such as those defined in crew resource management programs and the Agency for Healthcare Research and Quality’s (AHRQ’s) TeamSTEPPS ® At the very least, this should help to prevent the situation from degenerating. Author: Moi Ali is a communications consultant; a board member of the Scottish Ambulance Service and of the Professional Standards Authority for Health and Care; and former vice-president of the Nursing and Midwifery Council. Delaune and Ladner (2002, P-191) explain that this channel is one of the key components of communication techniques and processes, being used as a medium to send out messages. Communication failure in a health care setting could lead to serious medical errors. She is tired and wants to go home after a long, stressful shift and has been taking good care of Mrs Parker following her fall. Get to know them by asking a few questions about their family, work or interests; learn about their views and preferences; and acknowledge them as an individual (National Institute for Health and Care Excellence, 2012). This could help give the patient some control and allow them to make the best use of body language. A water fountain, coffee machine or vending machine for drinks and snacks during long waits will at least remove hunger and thirst as sources of complaint. Within Healthcare, communication may be described as a transitional process that is dynamic and constantly changing (Hargie, Saunders and Dickenson, 1994, p.329). In healthcare, dealing with people who are aggressive, angry, abusive, hostile or confrontational can be a daily occurrence – and it often goes unreported (Harwood, 2017; Sato et al, 2013; Rahim and Shah, 2010). Unit outline. I’ve asked the girl for a cup of tea, I don’t know where she’s got to. Long (1992) further suggests that communication contains many components including presence, listening, perception, caring, disclosure, acceptance, empathy, … After the scenarios, take a moment to reflect on how to make your communication even better. The SBAR communication model, a leading healthcare methodology, has four parts that streamline healthcare communications: 1. It was my duty to make sure he was comfortable and felt supported and reassured. Communication skills in a healthcare setting include the way you use to: Explaining diagnosis, investigation and treatment. By making Mr. R a cup of tea it created a pleasant response in a time of crisis. Demonstrating the ability to critically reflect upon practice. In this instance, I have used Gibbs’ (1988) reflective cycle as the framework for my reflection. Baird and Winter (2005) illustrate the importance of reflective practice. On wards, try to ‘connect’ with patients you find challenging by identifying common ground. It is also important to respect personal space: standing too close could be seen as a threatening act, and it may also be safer for you to maintain a physical distance. I should be able to know how to establish a rapport with each patient. Mr. R: Oh yes she was very nice, mind you I’m an old hand at this, I looked after my wife when she had cancer. Practitioner: What is it about what you’ve heard that is worrying you, do you think you can tell me? Please refer to an authoritative source if you require up-to-date information on any health or medical issue. You have been assessed and I’d like to reassure you that…” Keeping information channels open and friendly may stop problems escalating. When I first asked Mr R. if I could get him a cup of tea, he looked at me and replied “I have asked the girl for a cup of tea, I don’t know where she is.” I answered “Well, I will see where she is and if I can’t find her, I will gladly get one for you Mr R”. My facial expressions were intended to encourage Mr R. to reconsider his decision with regard to chemotherapy treatment. Unless you or others are in physical danger, avoid threatening to call security or the police, or to have the aggressor removed from the premises. In a single day, healthcare workers can speak to people of varying educational, cultural and social backgrounds and they must do so … Disclaimer: This is an example of a student written essay.Click here for sample essays written by our professional writers. Funnell et al (2005, p 438) point out that communication occurs when a person responds to the message received and assigns a meaning to it. These situations have helped to develop and utilise my interpersonal skills, helping to maintain therapeutic relationships with patients. These modules do not focus on diagnosis and treatment. Without the model of structured reflection I do not feel I would have had the confidence to consider the situation in any depth (Graham cited in Johns 1997 a, p.91-92) and I fear reflection would have been remained at a descriptive level. He was unable to control his pain, and whilst some relief could be provided by chemotherapy, Mr R. had a good understanding of his condition and knew that there was no cure available. Mr. R had a broad scope in which to discuss any concerns he may have had, but his response only concerned his wife, not him as his wife was the one who suffered from cancer. Health care professionals first acknowledge the patient by full name as well as any family members or visitors in the room and greets them with a friendly smile (acknowledge). Communicating with relatives. Tips on managing difficult situations. Nurse Jones brings Mrs Smith a cup of tea and asks if she’d like to speak with the doctor; Mrs Smith leaves the ward regretting her initial hostile behaviour. According to the HCPC it is the responsibility of all healthcare professionals to interact effectively with patients and service users .Allied Health Professionals (AHPs) use communication as a primary tool for gathering information in order to diagnose, counsel, rehabilitate and build a therapeutic alliance with patients .AHPs that incorporate effective communication techniques … Never be afraid to ask for help when you need it. Do you have a 2:1 degree or higher? Patient-doctor communication is a complex interpersonal interaction that requires an understanding of each party׳s emotional state. Peplau (1952), cited in Harkreader and Hogan (2004), notes that good contact in therapeutic relationships builds trust as well as raising the patient’s self esteem, often leading to the patient’s personal growth. Introduction Medical trainees are required to manage complex communication scenarios effectively on entering specialty training. In order to analyse the situation, I aim to evaluate the important communication skills that enabled me to provide the best level of nursing care for Mr R. My dealings with Mr R. involved interpersonal communication i.e. Action plan is there so I can prepare if the situation rises again. Luckily, when dealing with Mr R. the particular gestures and facial expressions I used helped him to understand that I was offering him assistance. Very similar to SBAR, AIDET is also a communication technique that can be used in the health care setting, however, is a more commonly used directly with patients. Janet Smith storms in, extremely angry, and goes to the nursing station demanding to know “What the hell have you done to my mother?” Her elderly mother, Gladys Parker, who is sleeping, has a large wound on her head following a slip on the ward. Nursing. Scenario One. Health care professions are based mainly in teamwork efforts and effective communication can be crucial when working in teams as it was demonstrated in the previous scenario. Another important factor to include in my action plan is the need to take into account any disabilities patients may have such as poor hearing, visual impairment or mental disability. Mr. R: It will be two years next month that she died. If there were patients who needed help with feeding or with other procedures, I would ensure that I was well prepared to deal patients who weren’t able to communicate properly. We identified important but overlooked communication lapses such as non-verbal paralinguistic elements that should be incorporated into communications curriculum, with an emphasis on dialectical learning. The final article in our six-part series on communication skills looks at how to approach people who are aggressive, angry, abusive, hostile or confrontational. There are a few key issues within communication would be the lack of communication in important moments, such as multi agency work. To achieve this, I need to be able to communicate effectively with patients in different situations and with patients who have differing needs. We can all learn from the mistakes of others, Box 3. Mr. R: I suppose I shouldn’t, then why worry. Practitioner: Has what you’ve been discussing with Jane reminded you of your wife’s death? How to use this tool: Use the scenarios in this tool to practice and improve disclosure delivery.The Disclosure Lead(s) can use the descriptions of how they would respond to a challenging … Customer Service Role Play Scenarios. From this experience, I have learned the importance of:-. Acknowledge when a patient/relative is angry or upset: “I can see that you’re really unhappy about this.” Using open questions, ask them to explain why they feel upset: “Could you tell me what’s caused you to feel this way, please?” Listen actively and respectfully to the response, without interruption and without being defensive – even if they make sarcastic, untrue or unhelpful remarks. Research shows that 92% of healthcare consumers think that improving patient experience should be a top priority. This “nonevent” is the happiest of all endings for Mr. Samuels, his doctor, and the My intention was to reinforce the nurse-patient relationship by smiling and attempting to establish eye contact as well as using facial expressions to put the patient at ease and establish a good rapport. I have set out an action plan of clinical practice for future reference. Effective communication in an organization is always important. Involving the patient in the decision-making. They state that reflecting will help to generate knowledge and professional practice, increase one’s ability to adapt to new situations, develop self esteem and greater job satisfaction. Communication techniques can help de-escalate aggression and can even prevent it from arising in the first place (Webb, 2011). In summary, my action plan will show how to establish a good rapport with the patient, by recognising what affects the patients’ ability to communicate well and how to avoid barriers to effective communication in the future. Ruesh (1961), cited in Arnold and Boggs (2007), states that the purpose of therapeutic communication is to improve the patient’s ability to function. 3. My first intervention was to open the conversation and demonstrate warmth. He is complaining of severe abdominal pain and vomiting. There have been instances of a lack of communication between the ER and radiology when the radiologist identifies a positive finding not found by the ER physician. Understanding the rationale for undertaking and documenting, a comprehensive, systematic and accurate nursing assessment of physical, psychological, social and spiritual needs. Good communication can help prevent challenging situations from developing. Communication skills are vital to a healthy, efficient workplace. My first intervention was to open the conversation and demonstrate warmth. Once I know that a patient has some form of disability, I will be able to prepare a course of action in advance, deciding on the most appropriate and effective means of communication. Mr. R: She was riddled with cancer, but we kept her at home and looked after her. I was able to successfully develop the nurse-patient relationship. Implementing the NICE guideline is the responsibility of local commissioners and/or providers. I also used facial expressions to help encourage him to have chemotherapy treatment which might not cure his problem but would give him some relief and make him feel healthier. Practitioner: (smiles and nods) When did she pass away? I thought of the language barrier that could break verbal communication. Registered office: Venture House, Cross Street, Arnold, Nottingham, Nottinghamshire, NG5 7PJ. He spoke loudly and angrily with congruent non-verbal cues. Control: Patient satisfaction is improved when patients are encouraged to express their ideas, concerns and exp… *You can also browse our support articles here >. Whilst I have a lot of experience in this field of practice, communication remains a fundamental part of the nursing process which needs to be developed in nurse-patient relationships. Your own circumstances (for example, whether you are tired or stressed) will also play a part. Interpreting assessment data to prioritise interventions in evidence based plan of care. Demonstrating fair and anti-discriminatory behaviour, acknowledging differences in the beliefs, spiritual and cultural practices of individuals. A catalytic intervention seeks to elicit self-discovery, self direct living, learning and problem solving in the client. Learning outcomes. In health care, an interaction between health… I feel I have discussed each stage of the cycle, outlining my ability to develop therapeutic relationship by using interpersonal skills in my dealings with one particular patient. Long (1992) further suggests that communication contains many components including presence, listening, perception, caring, disclosure, acceptance, empathy, authenticity and respect. No plagiarism, guaranteed! A new app, developed by Abbott’s UK-based nutrition business, has already seen…, Please remember that the submission of any material is governed by our, EMAP Publishing Limited Company number 7880758 (England & Wales) Registered address: 7th Floor, Vantage London, Great West Road, Brentford, United Kingdom, TW8 9AG, We use cookies to personalize and improve your experience on our site.

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