Effective Communication skills and Health
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Communication affects the wellbeing of the patient. Many studies reported ill-health from inadequate communication. For a good and successful patient-doctor relationship we need effective communication skills.
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Plus de Faisal Alnaser - Alnasir د فيصل عبداللطيف الناصر
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Effective Communication skills and Health
- 1. Effective communication Prof Faisal Abdul Latif Alnasir MBBS, FPC, FRCGP, MICGP, PhD Chair: Dept of Family & Community Medicine Arabian Gulf University Former :President Scientific Council for Family & Community Medicine The Arab board for Medical Specializations General Secretary: International Society for the History of Islamic Medicine
- 2. Prof Faisal Alnasir 2016 2 50%
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- 5. Over View: • Definition • Process • Objectives • Communication in Medicine • Types • Effective communication • Barriers • Advantage • Defective communication 5Prof Faisal Alnasir 2016
- 6. Communication: Oxford dictionary: “The imparting or exchanging of information by speaking, writing, or using some other medium:” 6Prof Faisal Alnasir 2016 The act of transferring information from one place to another.
- 7. Communication: is the link between acquiring the knowledge and passing it to others. 7Prof Faisal Alnasir 2016
- 8. Possession of knowledge may not be of use unless it is reflected on action. 8Prof Faisal Alnasir 2016
- 9. In business world, good communication is important for the daily operation of the company. 9Prof Faisal Alnasir 2016
- 10. Prof Faisal Alnasir 2016 10 Staff members who have this information become centers of power. Informationand communicationrepresent powerinany organizations.
- 11. 11Prof Faisal Alnasir 2016 Effective Leadership
- 12. 12Prof Faisal Alnasir 2016
- 13. The Communication Process SENDER (encodes) RECEIVER (decodes) Barrier Barrier Medium Feedback/Response 13Prof Faisal Alnasir 2016
- 14. The process has 7 key components: 1. Sender: source of communication 2. Encoding: how information is packaged 3. Message: information to be communicated 4. Channel: medium used to transmit massage 5. Decoding: unpacking massage 6. Receiver: target people 7. Noise: interference at any point. 14Prof Faisal Alnasir 2016 Action model of communication Bruce Simons-Morton et.al 2012 Shannon- Weaver model of communication process
- 15. 15Prof Faisal Alnasir 2016 Interaction model of communication
- 16. Goals of Communication To change behavior To get action To ensure understanding To persuade To get and give information 16Prof Faisal Alnasir 2016
- 17. The instrumental tasks of health care are reflected in the doctor–patient relationship through verbal and non verbal communication channel. 17Prof Faisal Alnasir 2016 Communication skills in health care:
- 18. •Knowledge has to be transformed into accurate plan of action within the patient. This can’t be done without proper and adequate communication skills. •Since ‘knowledge is power’ it requires effective communication for transportation. 18Prof Faisal Alnasir 2016
- 19. Medicine is totally reliant on communication. Without communication, the health system would not function. 19Prof Faisal Alnasir 2016 The most important of all skills that any doctor has to learn is the ability to communicate effectively.
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- 21. • Doctors conduct 150,000 patient interviews. • > 80% of its time is spent in communicating. • Much of it spent on face to face communication. 21 •Institute for healthcare communication Prof Faisal Alnasir 2016
- 22. According to Helman’s ‘folk model’ patients are seeking answers to six queries 1 - What has happened? 2 - Why has it happened? 3 - Why to me? 4 - Why now? 5 - What would happen if nothing were done? 6 - What should be done about it? Derived from Dr Roger Neighbour ‘s presentation Helman CG, 2007 Prof Faisal Alnasir 2016 22
- 23. Communication skills in healthcare The way you use to: • Explain diagnosis, investigation and treatment. • Involve the patient in the decision-making. • Breaking bad news. • Giving advice on lifestyle, health promotion. • Giving instructions on discharge from hospital. • Dealing with anxious patients or relatives. • Communicating with relatives. • Communicating with other health professionals. • Seeking consent for an invasive procedure. 23Prof Faisal Alnasir 2016
- 24. “The foundation of any clinical skill is communication” 24Prof Faisal Alnasir 2016
- 25. Communication is a skill that should be taught and learnt. 25 Brian Tracy is Canadian & CEO of Brian Tracy International, specializing in the training and development of individuals and organizations. Prof Faisal Alnasir 2016
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- 27. Many types of communication tools but mainly three: the verbal, written and non-verbal. 27Prof Faisal Alnasir 2016 Typesofcommunication
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- 29. Verbal vs Non Verbal • Physical attributes • Tone of voice attributes 29Prof Faisal Alnasir 2016 Canwecommunicate without words? • The power of touch What and when is OK?
- 30. Facial Expression 30Prof Faisal Alnasir 2016
- 31. 31Prof Faisal Alnasir 2016So let us learn the skills of how to Say it with body
- 33. 33Prof Faisal Alnasir 2016 An Austrian-born American management consultant, 1909 – 2005)
- 34. The Art of Listening 34Prof Faisal Alnasir 2016 Mark Twain born in Florida, in 1835 died 1910 Writer of many quotes.
- 35. Hearing Vs Listening Listening: Physical as well as mental process, active, learned process. Listening is hard 35Prof Faisal Alnasir 2016 Hearing: Physical process, natural, passive
- 36. Effective Communication Skills Effective Communication skills Eye contact & visible mouth Body language Silence Checking for understanding Smiling face Summarizing what has been said Encouragement to continue Some questions 36Prof Faisal Alnasir 2016 •Being confident •Proper listening •Eye Contact •Proper facial expression •Proper body language •Body space and proximity •Touch •Proper time •Avoid rush •Be empathetic •Language tone •Think then speak •Speak slowly •Choose words •Have enough knowledge •Pause to have feed back •Receiver has understood •Final agreement
- 37. 37Prof Faisal Alnasir 2016 •Completeness •Conciseness •Consideration •Clarity •Concreteness •Courtesy •Correctness. The 7 Cs in effective communications are:
- 38. Barriers to Effective Communication 38Prof Faisal Alnasir 2016
- 39. Barriers to Effective Communication Barriers to effective communication Language NoiseTime DistractionsOther people Put downsToo many questions Distance Discomfort with the topic Disability Lack of interest 39Prof Faisal Alnasir 2016 • Distorted relationships • Psychological problems • Unsuitable environment • Variation in age • Variation in gender • Educational level • No confidentiality • No confidence • Pain • Fear and anxiety • Anger • Lack of interest • Lake of hope • Language • Lack of time • Disease centered approach
- 40. Barriers to Effective Communication 40Prof Faisal Alnasir 2016 Superiority No eye contacts No Touch
- 41. Barriers to effective communication 41Prof Faisal Alnasir 2016
- 42. Prof Faisal Alnasir 2016 42 • Improve Dr-Patient interaction • Improve patient cooperation • Dr. performance & job satisfaction • Patient’s compliance • >80% of clinical diagnosis made by proper history • Successful medical encounters • Effect on biological and functional health outcomes Advantageofgoodcommunication:
- 43. Patientsatisfactionincreasewhen: • Expectations • Communication • Control • Decision-making • Time spent • Clinical team • Referrals • Continuity of care • Dignity 43Prof Faisal Alnasir 2016
- 44. 44Prof Faisal Alnasir 2016 Anne Morrow Lindbergh was an American author, aviator, and the wife of fellow . June 22, 1906, February 7, 2001
- 45. may cause many problems most important is deterioration of the health of patients. 45Prof Faisal Alnasir 2016 Defectivecommunication: 50% of all adverse events detected in a study of primary care physicians were associated with communication difficulties.
- 46. Prof Faisal Alnasir 2016 46 No matter how knowledgeable a clinician might be, if he or she is not able to open good communication with the patient, he or she may be of no help.”
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- 53. 53 Thank you Appreciate your listening and not hearingProf Faisal Alnasir 2016
Notes de l'éditeur
- References: Helman CG. Diseases versus illness in general practice. J R Coll Gen Pract 1981, 13:548-52. Helman , Cecil G. Culture, Health and Illness (5th edn, 2007). London: Hodder Arnold Cecil Helman is a medical anthropologist. His ‘folk model’ uniquely looks at the consultation from the patient’s perspective. Even if they are not explicitly posed, a number of questions will be in the patient’s mind: [Animation] [1] What has happened? What has gone wrong? What is the diagnosis? [2] Why has it happened? What is the cause? What is to blame? [3] Why me? Is it due to something I’ve done, or not done? [4] Why now? Is it something to do with my age, or what I’ve been doing recently? [5] What would happen if nothing were done? What is the prognosis? Is it serious? [6] What should be done about it? Do I need treatment? What are the options? The wise doctor will empathise with them, and will want to address them at some point. Failure to do so may leave the patient feeling unsatisfied or may jeopardise compliance with a management plan.