Organizational Communication

Identify Identify the communication process.

Describe perspectives of communication as they

Describe relate to organizational communication.

Learning
Objectives: Explore the relationship of organizational
Explore structure to organizational communication.

Discuss the importance of organizational

Discuss communication to patient safety and quality care.
 Communication
“The exchange of thoughts, messages, or
information, as by speech, signals, writing,
or behavior” - (Answers.com, n.d., para 1).

Communication begins the moment two

or more people become aware of each
other’s presence.

In all communication, there is at least one

sender, one receiver, and one message.

if something cannot be communicated in

There is also a mode or medium through
which the message is sent, such as verbal,,
written, or nonverbal.
a consistent and inspiring way, it
cannot be done, no matter how well it is
planned and financed…
Channels of Communication

Downward Upward
Traditional Allows employee input
Primarily directive Staff satisfaction high
Satisfaction less for subordinate Supervisor passes up
Employee handbook, reports, job Staff meetings, suggestion box
descriptions
Channels of Communication

In horizontal communication, managers interact with others on the

same hierarchical level as themselves who are managing different
segments of the organization.

In diagonal communication, the manager interacts with personnel

and managers of other departments and groups such as physicians,
who are not on the same level of the organizational hierarchy.
Channels of Communication

+ Grapevine communication
• Flows haphazardly between people at all levels of
the hierarchy and usually involves 3 or 4 people at a
time.
• Subject to error and distortion because of the speed
at which it passes.
• Sender has little formal accountability for the
accuracy of the message.
• “rumors”
Factors Affecting Unit-Level Communication

+ Differences in gender,
power, and status
significantly affect the types
and quality of organizational
and unit-level
communication.
 Organizational
Communication Strategies

+ Understand the structure of the

organization.
+ Keep communication clear, concise,
and simple.
+ Sender should seek feedback
regarding accuracy.
+ Use multiple communication
methods.
Memo Writing:
Structure,
Format, and Best
Practices
succinct subject line
opening paragraph
relevant details
concise call to action
professional and objective tone

C
Minutes of the Meeting:
Documenting Discussions
and Decisions
+ clear documentation of
key discussions,
action items, and
decisions made during team meetings
the date, time, attendees
Agenda
the who, what, when, and how of the meeting
proceedings
Preparation and Conduct of
Meetings: Agenda, Facilitation, and
Follow-up
Agenda Setting

Meeting Facilitation
2

Follow-up Actions
3
Presentation of Reports:
Effective
Communication
Strategies

executive summary
visual aids
maintain eye contact
tailor your language
Be prepared to field questions
Customer Engagement
Management:
Communicating with
Patients and Families
Nurses play a crucial role in
managing these interactions,
fostering trust, understanding, and
positive outcomes.

Nurses should actively listen, ask open-

ended questions, and provide regular
updates to ensure all parties are informed
and involved.
Importance of Clear and
Concise Writing in
Healthcare
Nurses must be able to convey complex medical
information in a way that is easily understood by
patients, families, and other healthcare providers.
Poorly written documentation or instructions
can lead to misunderstandings, medication
errors, and suboptimal care.
Ethical Considerations in
Business Communications
confidentiality, transparency, and
integrity
tone and language

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Records Management
 Records
Management
• Safe Patient Care
• Communication and Continuity of Care
• Legal Protection
• Self-Evaluation and Learning
• Quality Improvement

As a student nurse,
mastering good record-
keeping habits will set you
up for success in your future
career.
Patient Records

The patient's record It serves as a complete

includes information such as account of the patient's
medical history, diagnoses, healthcare journey, enabling
test results, medications, informed decision-making
and detailed notes from and ensuring continuity of
healthcare providers. care.
Kardex

Patient Information Comprehensive Collaborative Care

Tracking Documentation
By regularly
This centralized This detailed updating the
record ensures record serves as a kardex, nurses can
that all members communication provide real-time
of the care team tool, allowing insights that help
have immediate nurses to share the entire care
access to the data vital information team deliver the
they need to with the entire best possible
provide care team and outcomes for the
comprehensive ensure continuity patient.
and coordinated of care.
care.
 Anecdotal Records

Nurses play a crucial role in

maintaining anecdotal
records as they often have
the most frequent and
intimate interactions with
patients.
Communication Huston (2006) suggests that computers
Technology and computerized charting are
increasingly a part of interdisciplinary
team communication and care
documentation in acute care hospitals.

Even the most advanced communication

technology, however, cannot replace
the human judgment needed by
leaders and managers to use that
technology appropriately.
 Electronic Health
Record (EHR)
+ A longitudinal electronic
record of patient health
information produced by
encounters in one or more
care settings.
+ Confidentiality
Data Privacy
Protocols
Safeguarding sensitive information is crucial in healthcare. Robust
data privacy protocols ensure patient records are handled with the
utmost care and confidentiality. From secure storage to controlled
access, these practices protect the privacy and dignity of individuals
while enabling responsible data management.
Understanding HIPAA and PHI

1 HIPAA 2 Protected Health

The Health Insurance
Portability and
Accountability Act (HIPAA)
Information (PHI)
PHI includes any
information about a
patient's health, healthcare,
or payment for healthcare
that can be linked to the
individual.

3 Minimum Necessary Standard

Nurses should only access, use, or disclose the minimum amount
of PHI necessary to provide care, complete tasks, or fulfill legal
requirements. Accessing more information than needed is a
violation of patient privacy.
Securing Patient Data
Access Controls Password Security Secure Data Disposal

Nurses should only Strong, unique When disposing of

use their assigned passwords should be paper documents or
login credentials and used for all healthcare electronic media
never share them with IT systems. containing PHI, nurses
others. must follow
established
procedures.
Staying Informed and Engaged
Training
1
Nurses should regularly attend training programs to stay
up-to-date on evolving privacy regulations and best
practices. This helps ensure they are equipped to handle
PHI securely and protect patient confidentiality.

Ongoing Learning
2
Nurses should continuously seek out new resources, such
as industry publications, webinars, and conferences, to
further their understanding of data privacy protocols and
emerging technologies in healthcare.

Collaboration and Consultation

3
When unsure about a specific privacy-related situation,
nurses should consult with their hospital's privacy officer
or supervisor. Collaborating with colleagues and seeking
guidance can help nurses navigate complex data privacy
challenges.
Sentinels
Nurses are often the sentinels, closely
observing patients, reviewing medical
records, and analyzing trends to detect
early warning signs.
Incident Reports

Documenting Incidents Comprehensive Promoting Patient

Reporting Safety
These reports help
identify potential This This information is
safety issues and comprehensive critical for
ensure appropriate documentation implementing
follow-up and helps create a corrective
corrective actions clear record for measures and
are taken. review and improving overall
analysis. healthcare quality
and safety.
201 Files
The 201 file, also known as
the personnel file, is a
comprehensive record that
contains an employee's
employment history and
important documents
related to their time at a
company.
Role of the Nurse in Records
Management
Nurses play a critical role in the management and
maintenance of patient records.
They are responsible for accurately documenting all patient
interactions, treatments, and outcomes in the patient's
medical record.
This includes detailing vital signs, medication administration,
nursing interventions, and any changes in the patient's
condition.
Data Safekeeping
Proper data safekeeping is essential in healthcare to
protect patient privacy and security.
Key elements include secure data storage, strict
access controls, and comprehensive backup and
disaster recovery plans.
Release of Records
Strict guidelines govern when and how records can
be shared, ensuring the protection of patients'
confidential information.

Authorizations from patients or their legal

representatives are typically required before any
release of records can occur, with specific details
on the purpose and extent of the disclosure.

Appropriate redaction of sensitive information is

crucial, and a detailed log must be maintained
documenting all record releases.
Upholding the Trust of Patients

Ethical Conduct Safeguarding PHI Continuous

Improvement
Nurses must uphold Nurses are
the highest responsible for Nurses should
standards of ethical safeguarding PHI and continuously
conduct when ensuring it is only evaluate and
handling patient accessed, used, and improve their data
information. disclosed in privacy practices,
accordance staying informed
regulations and about evolving
organizational regulations and
policies. technologies.
 Take-away

Communication is essential Nurse administrators and

to the goal attainment and managers must recognize
overall success of an the differences among their
organization. staff members.

Excellent organizational
Managers must choose the
communication facilitates
correct mode of
the attainment of
communicating messages
organizational goals and is
depending on the intent of
necessary for almost every
the message.
aspect of operations.
 Teamwork & Collaboration
International evidence suggests that teams composed of various health-care professionals
can maximize the strengths of health-care professionals, enhance work processes, and
improve patient care outcomes (World Health Organization [WHO], 2010).
Teamwork
+ Intraprofessional teams are teams of nurses at various levels in the
organization collaborating to ensure that patient care is continuous and
reliable (American Association of Colleges of Nursing [AACN], 2008).
+ Interprofessional teams are teams made up of health-care professionals,
the patient, and the patient’s family working together to collaborate,
communicate, and integrate care to ensure that patient care is continuous and
reliable (AACN, 2008).

Teamwork is “sharing one’s expertise and relinquishing some autonomy

work closely with others, including patients and communities, to achieve
better outcomes”
(Interprofessional Education Collaborative Expert Panel [IPEC], 2011, p. 24).
Four Core Competency of Interprofessional Collaborative

values and ethics for roles and interprofessional teams and teamwork
interprofessional responsibilities communication
practice

Interprofessional Education Collaborative Expert Panel

 + It is working jointly with others in a
mutually beneficial and well-defined
Collaboration interprofessional relationship to achieve
common goals (Lukas & Andrews, 2014; Mensik, 2014).
Team Development (stages)
Forming is the initial stage when members of the team first meet each
other.

Storming occurs as the team begins to work together.

Norming occurs once the team overcomes resistance and progresses

through the storming phase.

Performing is the stage in which the members understand their roles,

they are flexible, and group energy is channeled into meeting the goal.

Adjourning occurs once the work of the group is completed.

 Characteristics of Effective Teams
+ Team leadership
+ Mutual performance monitoring
+ Backup behavior
+ Adaptability
+ Team orientation
+ Shared mental models
+ Mutual trust
Leading & Managing Teams
+ LeBlanc (2014) suggests that the TEEAMS
approach is one way in which nurse leaders and
managers can create and lead successful teams.

 Time
 Empowerment
 Enthusiasm
 Appreciation
 Management
 Support
 A strong synergistic relationship
between staff members and nurse
leaders and managers results in safe
and quality patient-centered care.
 ANY
QUESTIONS???

THANK YOU!