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Communication in Healthcare - Coggle Diagram
Communication in Healthcare
Types of Communication
Non-Verbal (Phutela, 2015)
Facial expressions
Body language
Physical touch
Space/Distance
Eye contact
Written communication
Letters, emails, patient notes
Gestures
Verbal (Blaber, 2018)
Tone
Pitch
Pace
Volume
Rhythm
Intonation
Barriers to Communication (Ali, 2017b)
Environment
Noise, privacy, distractions, other patients
PPE
Hindrance to the use of facial expressions, hearing, and ability to lip read
Limited resources
Staffing issues
Content
Use of medical jargon, information overload
Language
Language barriers
Different styles of communication
Views and beliefs
Time/Workload
Time, or lack thereof, may cause hurried exchanges of communication where important communication may be missed
Security
Patient confidentiality
Poor partnership with colleagues
Lack of communication, inappropriate communication as a result of a poor relationship, lack of trust and confidence
Mental capacity and the ability to consent (Buchanan, 2004)
Influence of drugs and/or alcohol
Cognitive impairments
Dementia
Parkinson's
Chronic impairment following stroke, heart disease, diabetes, brain injury
Age
Children
Assessing Gillick competence
Involvement of parents
Mental Illness
Learning difficulties and disabilities
Acute brain injury
Confusion
Stroke
Trauma/haemorrhage
Concussion
Unaware of surroundings
Inability to understand and retain information
Changes in capacity
Shock/Panic
Medication
Fatigue
Stress/Anxiety
Overcoming Barriers to Communication (Ali, 2018)
Active and mindful listening
Clarifying interactions
Summarise
Recap
Paraphrase/ask questions
Using appropriate language for the recipient
Asking questions
Use of structured, systematic approach
Communication models
Removing external distractions
Choosing the right environment
Focusing on one person at a time
Appropriate time delegation
Remaining alert
Information retention
Observing reactions
Observing tone, body language and expressions
Understanding the recipient's needs
Theoretical Models of Communication (Narula, 2006)
Examples of Linear Models
Shannon & Weaver's Model (1949)
Source
Encoder
Message
Decoder
Destination
Noise
Feedback
Lasswell's Model (1948)
Who?
What?
Channel
To whom?
With what effect?
Berlo's Model (1960)
Source
Message
Channel
Receiver
Feedback
Examples of Non-linear Models
Interaction Model
Sending messages
Incorporating feedback
Participants alternate positions as sender and receiver
Kincaid's Convergence Model (1979)
Information sharing
Interpreting
Perceiving
Mutual Agreement
Mutual understanding
Feedback
Benefits of Effective Communication (Ali, 2017a)
Enhancing patient experiences
Increasing student and staff confidence
Job satisfaction
Reduce stress
Reduce complaints
Reduce mistakes and misunderstandings
Increases confidence and trust in health professionals
Improving teamwork and creates better relationships
Increases productivity and engagement
Helps manage diversity
