Introduction

Communicating
Effectively with
Health Care
Professionals
Objectives:
O Examine Health Care Experience
O Create Team Approach
O Identify Needed Skills
O Practice Communication Tools and Techniques
Value of Good Communication:
O More Effective Caregiver

O Better Care for Loved One

O Compliance with Treatment Plans

O Creates Teamwork

O Reduces Isolation
Value of Good Communication:
• Shared Decision-Making

• Eases Time Limitations

• Clears Misunderstandings and

Confusion
• Encourages Professionals to be
More Responsive
Barriers to Communication:
OPatient Focus
OTime Limitations
OLack of Team Approach
OMechanistic Approach
OLack of Conflict Resolution Skills
OStressful Work Habits
Suggestions From
Health Care Professionals
OEnhance Communication

OSupport Treatment Plans

OPlease Respect Our Limits

 The Caregiving Team

Care
Care
Recipient
Recipient

Family
Family Primary
Primary
Caregiver Doctor
Caregiver Caregiving Doctor
Team

Specialist
Specialist Nurse
Nurse
 Team
“Only a relationship bonded by
understanding and respect can
deepen into a true healing
partnership.”
Bernard Lown, M.D.
The Lost Art of Healing
Key Principles of Effective Communication
Participate
Actively

Establish
Presence

Encourage Build Mutual

Collaboration Understanding
Establish Presence
OBreathe Deeply

OMake Eye Contact

OStay in the Moment

OEstablish Rapport

OMaintain a Strong Sense of Self

Participate Actively
OBe Prepared

OClearly State Your Purpose

OOffer Relevant Information

OAsk Questions

OBe Assertive
Build Mutual Understanding
• Use Active Listening
• Ask for Clarification
• Demonstrate Understanding
• Avoid Assumptions
• State Difficulties and Concerns
Encourage Collaboration
• Focus on Common Goals

• Clarify Responsibilities

• Speak Openly and Honestly

• Help with Problem Solving

• Express Appreciation for Help

Key Principles of Effective Communication

 Breathe deeply
Establish Presence
Establish Presence
 Make eye contact
 Stay in the moment
 Establish rapport
 Maintain a strong sense of self

Participate Actively  Be prepared

Clearly state your purpose

Participate Actively

 Offer relevant information
 Ask questions
 Be assertive

Build Mutual Understanding  Use active listening

 Ask for clarification



Demonstrate understanding
Avoid making assumptions
State difficulties and concerns
Build Mutual Understanding
Encourage Collaboration  Focus on common goals
Clarify responsibilities

Encourage Collaboration

 Speak openly and honestly
 Help with problem solving
 Express appreciation for help
Communications Planner
Who: When:

Problem or Concerns: Key Principles of Effective

Communication

Brainstorm
problems and
concerns
Select the Appropriate Tool(s): Listed below . .
Symptom Report Guide Question Guide Levels of Assertiveness
Good Communication Practices Doctor’s Visit Checklist Emergency room Checklist
Managing Difficult Relationships Hospital Discharge Questions Personal Medical Record

Problem or Concern What I Plan to Say or Do

List key Determine what

problem you plan to say
and do
Skill Practice Process:
• Planning Phase

• Practice Phase

• Debrief/ Feedback Phase

Clarice’s Sample Planner
Who: When:
Dr. Smith Next office visit
Problem or Concerns: What are Clarice’s issues? Key Principles of Effective
What are Clarice’s •Dr. S - usually in a hurry
•Dr. S - doesn’t seem to listen to me
Communication

issues? •I feel intimidated by him

•I don’t give enough information
•I leave without asking questions
•Need to ask about pain medication options

What tools will help •Need to tell him about how it affects my sleep
and ability to care for Bill

Clarice? Select the Appropriate Tool(s): What tools will help Clarice ?

Symptom Report Guide Question Guide Levels of Assertiveness

Good Communication Practices Doctor’s Visit Checklist Emergency room Checklist
Managing Difficult Relationships Hospital Discharge Questions Personal Medical Record

Problem or Concern What I Plan to Say or Do

What are her key Dr. Smith in a hurry • Establish my presence! Take deep breaths, stand

problems and
tall, make eye contact, relax- Remember my value
and doesn’t seem to
• Be prepared and organized
listen to me
• Be brief and to the point in both my questions and
concerns? answers to him - Thank him for his help
• Tell him about Bill’s pain
I don’t tell him
enough information • Review symptoms and determine what is relevant
and most important -- write these down in advance

What does she plan to

• Tell him how this is affecting me as the caregiver

• Decide which pain medication option we prefer or

do or say to address her I feel intimidated and ask Dr. S for his recommendation.
don’t ask questions • Determine needed Level of Assertiveness
• Prepare questions in advance using tools © 2002 by
concerns? Nationalyou
• Listen carefully, repeat back “If I understand
right, you are saying. . . “
Family
Caregivers
Association
Leader’s Guide: Slide # 18