COMMUNICATION FOR HEALTH PROFFESIONALS

Name: Bhima Devi Poudel Adhikari

Student Number: 220179000

Unit Code: HLTH103

Writing Assignment-1

(Reflective Essay)

Unit Co-Ordinator: Liz Ryan

Due Date: 14th August 2019

Word Count: 1622 words

Introduction:

Effective communication helps health professional for better understanding of patient’s problem

and requirements as well as it improves quality care and patient safety. Effective communication

facilitates shearing of emotions, feelings and information between patient and health

professionals which promotes identification of patient’s actual needs causes patient’s

satisfaction and happiness (Street, Makoul, Arora & Epstein, 2009). A brief reflection of weather

mutual understanding developed between the health professional and patients, micro

communication skills and any noise barriers and any improvement need in Video 1 and Video 3

will be discussed in this essay.

Video 3: Discharge planning following suicide attempt

The development of Mutual Understanding:

Yes, the mental health nurse (MHN) Leslie was able to achieve mutual understanding and a good

connection with patient. Well preparation before any procedure makes people perform smoothly

and more easily which is applicable in communication, If it is important to make communication

more productive with positive outcomes (Arnold & Boggs, 2019). As per the video 3, Leslie was

well prepared by reading Lisa’s progress notes before she attains her for a meeting. She was able

to maintain a good rapport by introducing herself with her duty after getting verbal consent from

Lisa and explaining the reasons for this meeting. Leslie allowed Lisa to share her situation by

herself although she had already read her notes, suggest respect and empowerment of the

patient. An active participation of both Lisa and MHN in effective interaction had been shown in
this video. Trust was built between them through expression of empathy, provision of privacy

and comfort from MHN (O'Toole, 2016).

Yes, a patient centered communication was effectively demonstrated by MHN in this scenario.

Lisa was feeling lonely, hopeless, jobless and MHN gave enough time and opportunity to talk

more about her mother and share her feelings as well as provided all information regarding which

kind of services are available and what could they offer for Lisa for example job opportunities,

education, grief and confirmation of doctor’s appointment (Davis Boykins, 2014).

Yes, the MHN was able to appropriately demonstrate her empathy, care and compassion,

genuineness and respect of patient’s feeling. MHN acknowledged that how difficult the situation

would be for patient, if no one is there to support or understand the feelings and respect their

(Lisa’s) grief towards her mother. Providing adequate time to express her feelings and

conforming safety and comfort by MHN was an example of care and compassion in this scenario

(Bloomfield & Pegram, 2015).

Micro communication/ listening skills and barriers:

The body language used in this video was congruent to the topic and situation. Cindy and Jennifer

had proper eye contact, gave enough time to speak when other partner in this communication is

talking. According to Lewis (2012) and Argyle (2013), speaking politely with low voice, nodding
the head or saying okay during interaction, maintaining good eye contact, facial expression and

hand movements matched with what they want to say are key components of congruent body

language communication. MHN attended Lisa in a polite manner, both were looking each other

while talking. MHN nodded her head and said okay when Lisa was speaking demonstrate active

listener and vice versa (Argyle, 2013).

A range of communication skills were being appropriately applied in this video. Leslie used open,

close and indirect questions to make communication attractive, gain deep understanding of her

condition and services or assistance need along with confirming whether the patient is happy to

go back to same environment from where she came with depression (Arnold & Boggs, 2019). In

addition, MHN gave an advice to follow the doctor’s appointment, regular medication and

suggest contacting her at any time if she feels unusual.

In the video, only psychological communication barrier was noticed. As the meeting was held in

a quiet and a separate room, there were no prevalent language problem and no any physical

sound heard as well, but Lisa verbalized that she feels embarrassing when she gets a lot of

attention from health staff and her family members after her suicide attempt reflect

psychological noise (O'Toole, 2016).

Improvements:

There might be some small mistakes in this scenario but were unnoticeable. According to O'Toole

(2016), Leslie was asking permission before she starts providing any information required for Lisa.

MHN clarified all information read in note as well as shared by Lisa by asking varieties of

questions, being polite and empathetic to patient’s attitude and understanding. Adequate time

was provided by MHN and maintained congruent body language while communicating

information shows effective communication (Lewis, 2012).

If I was in this scenario, I would follow the same strategy as MHN followed. Asking permission

before starting the conversation not only seek active integration and participation, also attracts

patient’s concentration (Arnold & Boggs, 2019). Providing privacy, concern about patient’s

comfort, being prepared, being nonjudgmental, being polite and frank, allowing patient to

express their feeling in the way as they want, listening to their problems and offering the services

that are really helpful and affordable are main skills that I would like to follow (O'Toole, 2016;

Roncoroni, Tucker, Wall, Nghiem, Wheatley & Wu (2014).

Every people have different cultural background and it’s important to be aware of their culture

before you attain interview (Young & Guo, 2016). Specifically, Roncoroni, Tucker, Wall, Nghiem,

Wheatley and Wu (2014) stated that due to low financial and educational background, patient

may not be able to get satisfactory treatment from hospital. In Lisa’s case, she was jobless and

less educated which might result in minimal use of available health services. Therefore, free
services or less cost services would be better to address her financial problems and MHN had

already offered her some services that are free (Young & Guo, 2016).

Video 1: Neonatal Intensive Care Ward

The Development of Mutual Understanding:

As per the video, the health worker was trying to maintain good connection and achieve mutual

understanding between her (Jenifer) and Cindy. Jenifer was able to maintain a good therapeutic

relationship with Cindy by introducing herself and her role, showing her concern and listening

patient’s problems as well as providing privacy (Arnold & Boggs, 2019). This meeting was held to

provide support for Cindy where she became very sad and started to neglect her personal care,

unwilling to go home to look after other 4 children as well as sitting on Mary’s bedside all the

time after Mary’s condition was disclosed to her and Steve (Mary’s father). Jennifer tried to know

how Cindy feels with their nursing staff. Jennifer explained that she was there to figure out the

main reason of their staff’s concern to Cindy and make her comfort (O'Toole, 2016). The video

showed that Jennifer also tried to manage Cindy’s trusty person from her family or friends whom

Cindy feels comfortable and easily trusts to look after Mary while she is in rest or at home looking

after her other kids.

Furthermore, a patient centred approach was poorly demonstrated in this video although there

was some concern about her health. Everyone has their rights to decide and do according to their
wish and need where nurses need to respect their decision (Davis Boykins, 2014). In contrast, the

video showed that Cindy’s right to stay and take care of her baby was being neglected by arising

the concern from their staff and Cindy’s husband.

Jennifer respects Cindy’s concern about Mary and explained that all parent’s response to their

child specially when they are sick will be the same as her. Jennifer showed her compassion

through the description of their hardest time not only for her but for her husband as well, as the

information for chances of losing Mary was disclosed to both of them (Bloomfield & Pegram,

2015). Jennifer tried to convince her that every person has certain emotional criteria and also

made her aware that, if it goes out of limit than she may be in trouble. Thus, Jenifer consoled

Cindy that, it will be better for her to accept the situation, try to take all usual responsibilities and

maintain healthy state of body and mind (O’Toole, 2016).

Micro Communication/ Listening Skills and Barriers:

The body language used in this video was congruent in some cases but not all the time. Body

language showed congruent as the mother showed unhappy and emotional through crying while

she talks about her dying baby and expressed her anger by raising her tone of voice and moving

her hands because of her husband did not come to meet her and daughter (Argyle, 2013; O'Toole,

2016). Jennifer maintained her eye contact effectively while she talks and showed active listening

as she was responding and nodding her head in between the talk. However, overlapping of
communication and impatient was shown in this video as both are talking at the same time

(Arnold & Boggs, 2019).

In addition, range of open, close and direct questions were utilized by the social worker to gain

details, actual and clear view of the problem. Jennifer was trying to convince and aware Cindy

about limitation of emotional strength how much can a person cope by giving example of airplane

(O’Toole,2016). After a long conversation, Jennifer found that Cindy was happy to contact her

friend Susie to take care of her baby when she is taking rest.

From the video, Jennifer was not able to gain adequate concentration from Cindy during the

meeting due to Cindy’s psychological or emotional barrier. Cindy kept on thinking, looking at

time on her mobile demonstrated that she was anxious about losing her little baby while she

stays in meeting. This is one of most important issue for distraction during communication

(Bramhall, 2014). Inadequate attention from Cindy had been clearly shown in this scenario as she

left the meeting room before Jennifer completes and concludes her purpose and its outcome

gained in this meeting.

Improvements:

In this video, neither the SW showed her smiley face nor the patient and one of the important

skills in effective communication is lacking. If I was in this case scenario and worked as a health
professional, I would politely welcome her with smile and give her enough time by using both

open and closed questions alternatively as it attracts patient’s attention (Silverman, Kurtz &

Draper, 2016). If possible, I would try to gain her concentration by working under her interest

because it would be helpful in relaxation by reducing stress and anxiety. When health workers

are frank, little bit of funny and have smiley face, the interaction automatically becomes fruitful

and facilitates communication (Lewis, 2012; Argyle, 2013).

Everyone have their own culture and values and a health professional role is be aware of patient’s

attitude, belief, their values and respect and work according to their preferences and choices. If

I was in that case, I would try to know her beliefs and attitude towards that situation and work

by respecting their beliefs and values (Street Jr, Makoul, Arora & Epstein, 2009). Finally, what I

have learnt from this scenario is that respecting patient’s feeling and being polite is one of the

important assets in achieving positive health outcome and building a trusty nurse patient

relationship.

Conclusion:

In conclusion, for providing quality nursing care and promoting positive health outcomes,

effective communication between the health professional and the patient is pivotal. From above

scenarios, initiation, participation and engagement in communication depends on how well the

person is prepared before the conversation as well as the way of their presentation. Being polite,

welcoming patients with big smile, providing privacy, understanding the situation and respecting
the patient’s feelings and belief and offering affordable health services would be better in

developing effective communication.

References:

Argyle, M. (2013). Bodily communication. Routledge. https://doi.org/10.4324/9780203753835

Arnold, E. C., & Boggs, K. U. (2019). Interpersonal Relationships E-Book: Professional

Communication Skills for Nurses. Elsevier Health Sciences.

Bloomfield, J., & Pegram, A. (2015). Care, compassion and communication. Nursing Standard
(2014+), 29(25), 45-50.

Bramhall, E. (2014). Effective communication skills in nursing practice. Nursing Standard

(2014+), 29(14), 53-59.

Davis Boykins, A. (2014). Core communication competencies in patient-centered care. ABNF

Journal, 25(2).

Lewis, H. (2012). Body language: A guide for professionals. SAGE Publications India.

O'Toole, G. (2016). Communication-eBook: Core Interpersonal Skills for Health Professionals.

Elsevier Health Sciences.

Roncoroni, J., Tucker, C. M., Wall, W., Nghiem, K., Wheatley, R. S., & Wu, W. (2014). Patient
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Silverman, J., Kurtz, S., & Draper, J. (2016). Skills for communicating with patients. CRC Press.

Street Jr, R. L., Makoul, G., Arora, N. K., & Epstein, R. M. (2009). How does communication heal?
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Young, S., & Guo, K. L. (2016). Cultural diversity training: the necessity of cultural competence for
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