Communication
Giving information is only a small part of communication.
Occurs on several levels
Involves different factors
Requires active listening skills
Factors effecting communication
Emotional state of individuals
Outside distractions
Cultural background
Superficial listening
Individual attitudes regarding the content of the communication
Assertiveness in Communication
Allows people to stand up for themselves
Respects the rights of others
Clearly states an individual's position
Uses "I" statements
Assumes a greater importance in the interprofessional environment
Interpersonal Communication
Most daily communication falls into this category.
Interactions that occur on a personal level
Process that gives individuals the opportunity to construct personal knowledge
Used to establish relationships
Differs from general communication
Occurs on a mo
Transactional Models of Communication
Differ from earlier linear models
Consider all individuals communicators
Allow that communication among and between individuals occurs simultaneously
Acknowledge that "noise" occurs in all interactions
Include the concept of time
Barriers to Communication Among Health-Care Providers and Health-Care Recipients
(CHALLENGES)
Low health literacy
Cultural diversity
Cultural competence of health-care providers
Lack of interprofessional communication education among providers
Electronic Forms of Communication
(INFORMATION SYSTEMS)
Communication through the use of health documents
The Health Information Technology for Economic and Clinical Health (HITECH)
Electronic Medical Records (EMRs)
Electronic Health Records (EHRs)
Advantages of EMR
Track data over time
Identify which patients need preventive screenings or checkups
Monitor patient status
Evaluate and improve overall quality
Advantages of EHR
Documents are shared among varying institutions/individuals
Focus on the total health of a patient
Provide a more inclusive view of a patient's care over time
Designed to share information with other health-care providers
Assist in maintaining patient con
Used both within and outside of organizations
Same communication principles that apply to traditional letter writing apply to e-mail
Requires good writing skills
Rules in the workplace different from personal e-mail
Text Messaging
Evolved as a quick method of communication
Brief informal method
No "texting rules"
Business consultants predict that this communication method will evolve
Important to follow the same rules that apply to e-mail
Reporting Patient Information
(HAND OFF COMMUNICATIONS)
Previously referred to as "change of shift" report in nursing
Move toward an interprofessional team philosophy has changed the way reports are given
Ensures continuity of care from one area to another
Part of the TJC "National Patient Safety Goals
Communicating With the Health-Care Provider
Communicate changes in patients' conditions.
Share pertinent information.
Discuss modifications in the treatment plan.
Clarify orders.
Before Calling the Health-Care Provider
Have all the information available.
Be prepared to provide general assessment information.
Pertinent information
Most recent vital signs and trends
Laboratory values
Medications and times the patient received the most recent dose
After Calling the Health-Care Provider
Document time of the call in the patient record.
If the health-care provider needed to return the call, document the time the call was returned in a health-care provider call log.
Follow the chain of command if a call is not returned within an appropriate
ISBARR
Introduction
Situation
Background
Assessment
Recommendation
Read-back
Health-Care Provider Orders
Written
Telephone
Fax
EMR orders
Teams
(PURPOSE)
Bring professionals together
Common goal: quality patient care
Collaborative focus
Teamwork
QSEN definition
The ability to "perform effectively within nursing and interprofessional teams, fostering open communication, mutual respect, and shared decision making to achieve quality patient care.
Learning To Become a Team Player
Recognize that every member brings value to the team.
Treat each team member with dignity and respect.
Understand the role of each team member.
Support each other in achieving the team's goals.
Building a Working Team
Identify the team players.
Make sure the team members understand the goals and are committed to achieving the outcomes.
Act as a role model and exhibit expected behaviors.
Interprofessional Collaboration and the Interprofessional Team
(INTERPROFESSIONAL COLLABORATION)
Occurs when multiple health workers from different professional backgrounds work together with patients, families, caregivers, and communities to deliver the highest quality care."
(WHO, 2010)
Components of Collaboration
Sharing
Partnership
Interdependency
Power
Interprofessional Communication
TJC attributes a high percentage of sentinel events to breakdowns in communication among health-care providers.
Core competency for interprofessional collaborative practice
ISBARR
Team STEPPS
Team STEPPS
Leadership
Situation
Monitoring
Mutual support
Communication
Building an Interprofessional Team
Communicate through conferences.
Focus on the needs of the patients and/or clients.
Each member has roles and functions that contribute to patient care.
Each member contributes and the contributions are valued.
Monitor and/or evaluate effectiveness of tea
Methods for the Hand-Off Report
Traditional face-to-face
Audiotape
Computer reporting
Conclusion
Communication skills are needed to deliver safe, quality, and effective patient care.
TJC, IOM, QSEN, and MAGNET promote interprofessional communication.
Use of Team STEPPS and IBARR promote interprofessional team work and communication.