Effective Communication to Strengthen Collaboration. Barbara Smith Nurse Educator Nursing Practice Development MidCentral Health

Transcription

1 Effective Communication to Strengthen Collaboration Barbara Smith Nurse Educator Nursing Practice Development MidCentral Health

2 What we know about communication The exchange of thoughts, opinions, or information. Sending and receiving of a message Requires a transmission channel

3 How do we communicate Communication Verbal 7 % Non verbal 55 % Para Verbal 38 %

4 Who we communicate with Patients Family/whanau/significant others Team members Nursing colleagues Medical staff GP s and Practice Nurses Social workers Chaplains Pharmacists Employers

5 The importance of effective communication Foundation of interpersonal interaction Poor communication leads to dissatisfaction Good communication facilitates the patient journey Increases work satisfaction

6 Barriers to effective communication Internal state of the sender and/or receiver Fatigue Fear Mistrust Poor listening Attitudes External Noise Distractions Message not phrased correctly Body language doesn t match verbal language Timing

7 Providing high quality care Communication: The imparting or interchange of thoughts, opinions, or information by speech, writing or signs Collaboration: Individuals assuming complementary roles and cooperatively working together, sharing responsibility for problem solving, and making decisions to formulate and carry out plans

8 Research and Insights Strong collaboration leads to better outcomes Communication failures negatively affect the patient experience Inefficient communication is costly Collaboration is not getting any easier

9 Enhancing partnerships and communication Improve in-person communication Bridge communication barriers created by space and time Ensure the entire team shares the same patient goals

10 Common failures of In-Person communication Communication not shared Fails to pinpoint most relevant information Communication not heard accurately

11 In-the-moment safety concerns Ask I am confused and need clarification about. Advocate Assert I am uncomfortable with administering that medication. I do not feel it is in the patient s best interest I am scared about this patient care situation. We need to stop what we are doing now and re evaluate.

12 I statements Start with I Feelings Behaviour Effects I feel anxious that you are yawning as it makes me uncertain that you have understood the instructions for this patients medication regime

13 ISBAR I Introduction S Situation B Background A Assessment R Recommendation Yourself, your role and current location Patients name, condition/situation and what has happened to trigger the call Admission date, diagnosis & pertinent medical history. What has been done so far. Summary of condition or situation, explain the problem, what you have found and specific signs and symptoms What you would like done, ensure a plan is documented re proposed ongoing management of patient.

14 Preparing to use ISBAR Have I seen and assessed the patient myself before calling? Have I reviewed the patients active orders? Do I have all the charts and results I need? Have I read the latest progress notes? Do I need to discuss this call with the nurse in charge? What do I expect to happen as a result of this call?

15 Closed loop communication Misunderstanding verbal instructions Check-back process Ensures accuracy Immediately corrects any misunderstandings

16 Documentation should include date and time be signed legibly identify the source of the information contain meaningful and relevant information minimise transcription of data avoid the use of abbreviations Summarise any conversations

17 I know that you believe you understand what you think I said, but I am not sure you realise that what you heard is not what I meant

18 References Arnold, E., & Boggs, K. U. (2003). Interpersonal relationships: Professional communication skills for nurses. (4 th Ed.). St Louis: Saunders. MindTools ( ). Developing Resilience. Retrieved 18 th April 2013 from: Riley, J. B. (2000). Communication in nursing. (4 th Ed.). St Louis: Mosby. Smith, A. (2013). Coaching leaders: top 5 tips to develop your emotional intelligence. Retrieved 18 th April 2013 from: intelligence/