Chapter 2: Case Study (2/2)

Describe possible barriers to the effective communication between Mrs. Rodriguez and Elizabeth.

The fact that Elizabeth does not speak Spanish or that Mrs. Rodriguez does not speak English well is a major barrier to effective communication between them. This barrier needs to be addressed before a successful and comfortable scenario can be achieved. In addition, having so many family members present, including the child, may also be a distraction.

Describe at least five communication strategies that Elizabeth might use during her encounter with Mrs. Rodriguez.

1) Seek the assistance of a translator. 2) Utilize written instructions in Spanish for reinforcing the messages. 3) Show empathy through body language and facial expressions. 4) Show respect for privacy. 5) Build trust by trying to explain carefully using a model, symbols, or body language. 6) Establish rapport with the patient and family members. 7) Listen actively to the patient and family members. 8) Provide as much feedback as possible.

Describe career development strategies that Elizabeth might consider to improve her ability to communicate effectively with patients such as Mrs. Rodriguez.

Elizabeth may want to familiarize herself with medical terms in Spanish. She could use the translations in Appendix 12 to practice basic requests for venipuncture and urinalysis. She might also take a medical terminology course in Spanish. In addition, Elizabeth could find out more about Hispanic cultures and the diversity among Hispanic culture through their music, literature, and popular media.

What role(s) can the family members play in this situation?

In this case, one or more of the family members may be able to help with the translation of various parts of the conversation. Even the child may be able to assist with some basic translations and information. They may hold Mrs. Rodriguez's hand or comfort her as the procedure is taking place. If possible, let them participate in helping her relax.

Even though there is limited information presented here, what factors seem important to Mrs. Rodriguez?

Mrs. Rodriguez obviously wants or needs a support group of her family members to be with her during this encounter. Perhaps she is fearful or nervous about the procedure, or she may believe that her family can help her understand what is going to happen. She may believe that if any major medical decisions need to be made, her family members can help make them.