What communication skills are important when assessing the needs and concerns of clients?
As frontline workers in healthcare, nurses rely on communication for all aspects of their jobs. Strong verbal and written communication skills are central to improving health outcomes, fostering relationships with co-workers, patients and families, and navigating complex situations. Show
Advancing in the field of nursing involves developing leadership skills and cross-cultural competencies needed to work with diverse populations of patients, families and colleagues. Nurses learn about their patients' needs, concerns and health issues through communication, which involves active listening. Making this effort to communicate with patients impacts the accuracy of diagnoses and the quality of care. Communication between healthcare professionals, whether nurses, doctors, specialists or administrative staff, is the basis of care, monitoring, treatment and revision. These communications are verbal, interpersonal interactions between nurses and staff as well as written interactions in the form of notes, end-of-shift and other reports, and electronic records. Clear, concise communication through these channels ensures the continuity of patient information through the healthcare system, in turn affecting the quality of care. The nurse's role is to support patients and improve their health and well-being. It's essential for nurses to develop a relationship with patients in order to foster trust, comfort and mutual respect. When nurses build this relationship to ensure honesty and transparency, they can gain a holistic understanding of their patients' needs. The accuracy of medical diagnoses also depends on this relationship. Patients are usually more forthcoming with nurses when they feel respected and understood. Fostering relationships with patients from all backgrounds necessitates strong intercultural communication skills and understanding. Forming positive relationships with the patient's family and loved ones also contributes to the overall quality of care. Important people in the patients' lives are integral to their care, offering support and strength through treatment and rehabilitation. The COVID-19 pandemic has shed light on the importance of communication in nursing. Safety precautions surrounding viral exposure and spread often prevent families from visiting patients in healthcare facilities. Through the use of modern virtual communication technologies, nurses are bridging the gap between patients and their loved ones. These virtual communication skills have also allowed for healthcare through telehealth visits. By developing competency and comfort with communication technologies, healthcare workers have been able to safely address many patient needs remotely. Good communication is also essential for maintaining the health of healthcare workers themselves. As highlighted by the pandemic, nurses are often overworked, stressed and exposed to dangerous circumstances. This can lead to burnout and other negative mental and physical conditions for them. Nurses often overlook their own needs and well-being to help others. Keeping one's co-workers, supervisors, family and friends abreast of one's circumstances is important to mitigating and preventing these conditions. Communication, both verbal and written, is an integral part of the nursing profession. It allows nurses to be effective in their roles, improving the efficacy of the healthcare provided, the patient experience and the nurse's own well-being. Learn more about UHV's online RN to BSN program. Sources: Harvard Public Health: The Importance of Effective Communication in Healthcare Practice NCBI: Communication in Nursing Practice NCBI: Effective Health Communication – A Key Factor in Fighting the COVID-19 Pandemic Nursing Times: Communication Skills 1: Benefits of Effective Communication for Patients Have a question or concern about this article? Please contact us. Developing genuine relationships with clients is a cornerstone to improving communication. There are also some universal strategies you can use, and with a number of clients you can help by using strategies to improve their memory and attention. Genuine, hopeful and empathetic relationshipsHaving a genuine, hopeful and empathetic client/worker relationship makes a difference to the lives of clients. When you're working with people with complex needs, this relationship is particularly important as it's likely the person will have experienced 'service system fatigue' and feel that services they've been involved with in the past have given up on them. Developing solid engagement and rapport and developing and maintaining boundaries are key components of developing this relationship. Rapport and engagementEstablishing solid engagement and rapport with your client cuts across all theoretical approaches and is one of the most important tools in successfully supporting someone to participate in a drug and alcohol program. When supporting a person with complex needs, use the following engagement strategies:
"As we gradually get an understanding of the person we are able to have a much more personalised approach" (Staff member, Karralika Programs Inc, April 2012). BoundariesDeveloping and maintaining professional boundaries is an important part of a genuine, hopeful and empathetic relationship between worker and client. Consider the following points when working with people with complex needs:
Back to top Universal communication strategiesUniversal communication strategies are beneficial to all service users and are particularly valuable when working with people with complex needs. They support service access and participation for all people using your service, and many of these strategies cost little or nothing to implement. Strategies include modifying language, establishing rapport and involving clients in their care and service planning. Having universal communication strategies in place helps you and your service comply with legislation and accreditation standards relating to access and equity. CommunicationFace-to-face communication is the most effective way of communicating with someone. If it's not possible to communicate face to face and you have to rely on phone or email communication, be aware of the communication challenges that present when cues like body language and facial expressions are not available. For example, if you know or suspect someone has specific cognitive functioning difficulties related to communication and comprehension and you have to speak to them over the phone, use strategies to make sure they've understood what you've said. This may include having a support person or advocate for the client involved in the phone conversation. Also, be aware of how you're communicating, including your use of complex words, or long sentences in which multiple pieces of information are included. Verbal communication tips
"With this approach [universal design] there doesn't have to be a separate program or special testing or treatment for people with cognitive impairment - programs are already suitable." (The Lyndon Community staff, 2012) The Intellectual Disability Rights Services has developed a guide called Introduction to Intellectual Disability (IDRS 2009) that contains a summary of communication tips to use when working with people with intellectual disability and people with cognitive impairment. It was developed by Robert Strike, a leading advocate for people with intellectual disability in NSW and gives the following advice:
See also Maximise People's Ability to Make Their Own Decisions (IDRS 2004) Written and visual materialsMany people find it difficult to understand complex text, so it's essential to consider the literacy needs of your client group. The Australian Bureau of Statistics (ABS) has identified that almost half of Australian adults have literacy skills considered inadequate to meet the demands of common daily activities. This includes understanding narrative texts and completing forms. See the figure below for the results of the 2006 Adult Literacy and Life Skills Survey conducted by the ABS (ABS 2006, reissued 2008). Literacy levels are affected by a range of factors, including school leaving age, quality of education, having English as a second language, and learning disabilities or cognitive impairments. People with a disadvantaged background are more likely to have literacy problems. Adult literacy in Australia
Source: ABS 2006, reissued 2008 Preparing written materials that are easy to understand will ensure they're accessible to a wider audience and will lessen disputes or difficulties that can occur through misunderstandings. 'Plain English' and 'Easy English' (see below) can both be used to make written material more accessible. What is plain English and when should I use it?Plain English is a flexible and efficient writing style that readers can understand in one reading. It combines clear, concise expression, an effective structure and good document design (Plain English Campaign). Plain English should be used for any information that's in the public domain and that the public uses to make decisions. What is Easy English and when should I use it?Easy English (also known as 'easy read' or 'easy to read') is a simple and controlled writing style developed for people who have difficulty reading and understanding information. Easy English identifies the key points a person needs to know and the most direct and concise way to say it, and includes the use of relevant images. Easy English documents are usually developed for a specific target audience. Documents that provide essential information that helps a person make an informed decision or where action is required should be developed using Easy English. There are a number of resources available to help people develop documents that use plain English and Easy English. The types of written materials that may need to be modified in a drug and alcohol service are:
Services often already use signage that incorporates plain or Easy English, usually for health and safety. For examples of signs to promote fire exits, hand washing and cough etiquette refer to the figure below. Easy English signage examples
You should make sure all materials meet plain English requirements at a minimum, and consider when Easy English should be used. All clients will benefit from the use of both plain and Easy English, whether or not they have literacy problems. Staff may feel uncomfortable using Easy English, thinking they are being condescending or patronising. But anecdotal evidence shows this is not the case, and people are happy to receive materials in this format. By developing materials in consultation with the target audience, and being sensitive and responsive to their needs, you will ensure this doesn't happen. The NSW Council of Intellectual Disability (NSW CID) partners with Scope Victoria to facilitate Easy English writing courses in NSW. These courses cover the essential skills to develop written information for people with limited literacy. For more information contact NSW CID. Written materials tips
Using visual aids to support written materialsThe use of visual aids (images, symbols, illustrations) and audiovisual materials can help the reader understand and remember key information. Incorporating images into text can be done for minimal or no cost and commercial software is available to assist you develop visual aids, including:
A wide range of stock images can be sourced from a number of websites such as Shutterstock. Microsoft Office software also includes a searchable range of ClipArt images. You can also use images relevant to your service by creating photos or drawings. When using visual aids:
Back to top Strategies to support memory and attentionA person who has difficulty remembering, concentrating or paying attention may use specific compensatory strategies to improve their functioning. You should support the use of these positive compensatory strategies and, if the person hasn't developed their own strategies, work with them to test a range of strategies they could use. Compensatory strategies include (Synapse 2011a, 2011b):
Back to top Find out moreThe Intellectual Disability Rights Services (IDRS) has developed a guide called Introduction to Intellectual Disability (IDRS 2009) that contains a summary of points to consider when working with people with intellectual disability and people with cognitive impairment. See also the fact sheet Maximise People's Ability to Make Their Own Decisions (IDRS 2004) For further information on what written materials and information may suit your service see Making Your Service Complex Needs Capable. See also scopevic.org.au for a range of resources on easy english. Back to top What are the three 3 most important communication skills a person in this profession needs?Key Takeaways
Some of the most important communication skills for any job are presentation, active listening, nonverbal communication, giving/taking feedback, and others. Improve your communication skills by learning how to listen, noticing nonverbal cues, and practicing oral communication.
Why is communication important when assessing a patient?Communication skills form the foundation for a more positive patient-provider relationship, leading to greater patient satisfaction and better patient compliance.
What are the communication skills that are important in providing palliative care?Find out if they need support to communicate, and include people who know them well. Avoid jargon and unclear language – for example say "dying" instead of "passing away". Find out how they express discomfort or pain. Allow enough time for conversations – be patient and ready to repeat yourself if needed.
What are communication skills in healthcare?Verbal Communication
So, you should aim to speak with clarity, honesty, and accuracy. Firstly, it's important to know who your audience is. Secondly, speak according to the person's age, gender, culture, and level of health literacy. If you are disturbed by something else, never show this to your patient.
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