NHA Module 16

Use skilled interviewing techniques

Ask patients a variety of open and closed ended questions to encourage them to explain more about their health and daily behaviors. "can you tell me more about yourself" or "can you explain what you were doing when you started to feel that pain?" can help to open communication by allowing the patient to explain their point of view.

include the patient in the process

Asking patients about their expectations provides a channel for honest dialogue that omves beyond the care giver giving instructions to an incluse approach including patient preferences.

provide empathy

Avoid jumping to conclusions or passing judgement by being empathetic and providing encouragement.

display professionalism

Details such as physical appearance, eye contact, and displaying an understanding and knowledge of the situation enhances confidence of patient with the provided care

Practice collaboration

Patients are more likely to positively respond to recommendations and questions in collaborative settings. When the patient is part of the health care team, communication is more effective and overall care improves.

Intuitive communicator

Prefers looking at the big picture. can be efficient, can result in more questions than answers if too broad of an approach is used.

Communication cycle

Starts with idea/message by a sender and ends with response from a receiver. Sender makes subject matter, and then sender decides route of delivery. This step can be oral or written. Once message is transmitted receiver decodes message into thoughts. both got similar meanings of message and finally is feedback with response.

embrace technology

Technology provides health care professionals many ways to communicate with patients, However, take care not to overwhelm the patient, instead of flooding patients with messages from multiple platforms, select no more than three communication channels, and use them well. If the patient is only comfortable with one method, it is best to just provide communication via the preferred method.

clear and accurate communication

between patients and provides achieves patient compliance. Assistant clarifies and relays. Ensure the patient understands providers orders to prescription, medical care at home, and diet.

Communicate effectively

effective communication is 2 way

Personal communicator

emotional language and connections. cares about what people think and feel in response to the info given. often good listeners and have ability to resolve conflicts easily.

Professionalism

first step in providing positive experience for patient. First impression are lasting impressions. The appearance like hygiene, attire, display must be positive. HIPAA gives rights in regards to disclosure and transmission of health info and who can look at info.

Active listening

mindful hearing and attempting to comprehend the meaning of spoken words. Smile, eye contact, erect posture, attention.

Functional communicator

organized approach to work with timelines and detailed plans. step by step to solve problems and communicate info. effective style of communication if the patient does not become overwhelmed with too many details.

Practice active listening

partnership is more than just info. providers and other members of healthcare team must be willing to seek and value input from patients and family members. learn to listen and trust.

Leading questions

phrased in a manner that tends to suggest the desired answer. avoid these types of question make lead to coercing the patient to desired answer

analytical communicator

prefers to work with real numbs, facts, data, and places very little emphasis on feelings or emotions.

open-ended questions

provide qualitative and quantitative info and often beginning of interview to determine reason for visit. Ex: what brings you into the office today. let them use their own words

closed-ended questions

provides specific response options. can provide clear info and find spef info

effective communication

understanding emotion and intentions behind info. Takes time, demonstrate professional image and treat everyone with respect.

Verbel vs. nonverbal communication

verbal communication- sharing of info between individuals by speech that employs recognized spoken words. Non verbal is behaviors and elements of speech not words like gestures, face expressions, stance.