National Healthcare Communication Programme @NHCProgramme
The NHCP is designed to support staff to take a skilled, person-centred approach in all conversations with patients, their families and with colleagues. hse.ie/nhcprogramme Instagram.com/nhcprogramme Joined February 2019-
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Effective leadership directly impacts the quality of team communication. Encouraging open dialogue creates a positive atmosphere. This helps team members to feel valued & information can flow more smoothly between the woman and members of the team @careexperience
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Assigning a Single Point Of Contact (SPOC) to communicate with the woman during an emergency can improve their care experience. The SPOC can channel relevant information to & from the team and protect the woman from being overwhelmed by the situation @careexperience
Using motivational interviewing skills helps us step down from the expert role and come alongside the person. To listen with curiosity and empathy as we explore together what will work best for this person in this particular situation. @careexperience
Communication tools like ISBAR₃ facilitate handover in the healthcare system. ISBAR₃ helps staff to share concise & important information in a short amount of time. It limits jargon, keeps the message clear, & removes the influence of hierarchy & personality @careexperience
Clinicians can encounter challenges with handwritten prescriptions due to illegible handwriting, confusing abbreviations, & look-alike drug names. Solutions include standardising abbreviations, electronic prescribing & training staff to recognise medication errors @careexperience
Effective communication between staff supports teamwork and promotes continuity of care. Using good communication skills with team members encourages collaboration, fosters teamwork, helps prevent errors and can substantially improve the quality of care @careexperience
People have the right to make decisions about their own treatment and care. Key skills for informed consent include using clear and simple language, encouraging & listening to the person’s concerns and ensuring they understand the necessary information @careexperience
People expect their healthcare providers to be truthful and to provide accurate, clear, open, and honest communication. This type of communication can improve how well people are informed about their care and can promote trust and partnership @careexperience
Effective closure of a conversation in healthcare involves putting contingency plans in place (safety netting). If things do not go to plan, the person needs a clear direction about what to do next/where to go for further support should they need it @careexperience
To aid recall and understanding, use easy-to-understand language, slow down, organise the explanation, summarise, repeat & check understanding @careexperience
Brené Brown defines empathy as an emotional skillset that allows us to tune into what someone else is feeling & to reflect our understanding. This understanding can be reflected in our silence, the words that we use and the environment that we create @careexperience
Creating space for the person to ask questions at the end of the conversation is a simple & powerful way to improve the care experience. Use silence & encourage questions to ensure the person can understand & recall the information that they need @careexperience
Reflective listening includes nonverbal skills (eye contact), verbally using continuers (mm-hmm), reflecting the meaning (sounds like...) & avoiding expressing judgement or directing the person until they have had time to tell their story @careexperience
Autonomy is respecting the freedom of others to decide. In healthcare, this means involving people in their care, sharing your thinking and asking permission for what you are doing @careexperience
Debriefing offers a safe space for people to express their feelings and reactions to a healthcare event. Using good communication skills to explain and listen for questions & concerns can help validate the care experience and promote emotional healing @careexperience
The only way to know the person’s perspective is to ask them! If you can define care and treatment from the person’s perspective, it will help you to approach the decision-making part of the conversation in partnership with them @careexperience
The skills we use to build rapport are essential for the collaboration required to develop a shared understanding. Building rapport is an antidote to the natural tendency to cure by doing rather than to care by asking about the person's values, ideas & concerns @careexperience
A good starting point for giving information is to find out what the person already knows or perceives and what they want to know. This will help determine the right amount & type of information to support the person & enable shared decision making @careexperience
Listening skills help us gain insight into what is important to the other person, to demonstrate care & concern, and build rapport & trust. Listening enables us not only to hear the words but to begin to understand the feelings behind the words @careexperience
Using the person’s name is more than a common courtesy; it is essential to providing person-centred care. Extending this skill to family members in remembering & using their names acknowledges their role & promotes a sense of partnership @careexperience
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