Verbal and Non-verbal Communication - PowerPoint by znu21902

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									Verbal and Non-verbal
Communication




    It takes two to
    communicate!
Four Elements of
Communication

Sender-generates
 information,
 thoughts, ideas or
 feelings

Message- generated
 by sender and
 responded to by
 receiver.
Four Elements of
Communication

Channel-medium in
 which message in
 transmitted
  Visual-seeing
  Auditory-hearing
  Kinesthetics-feeling,
   touch
Receiver
Verbal Communication

             Loudness
             Fluency
             Rate of Speech
             Affect
             Language used
Nonverbal Communication

             Reinforces, supports
              and enhances verbal
              messages
             55%-of messages are
              non-verbal
             38% are volume and
              tone
             Leaving only 7% as
              verbal words
Examples of Non-Verbal

     Eye Contact
     Facial Expression
     Gesture & Posture
     Body Orientation
     Distance
     Appearance
Listening
Components
  Hearing-process of
   perceiving sounds

  Attending- decision
   of listener based on
   wants/needs

  Understanding-
   interpreting

  Remembering
Barriers to Listening

Physical and mental
 characteristics-ability
 to hear, mental ability

Preconceptions

Self Absorption-
 preoccupied
         Health Literacy
What is Health Literacy?
  Ability to read, understand and act on
   medical information
  Examples: services, appointments, directions
   which all affect the patients health decisions


Estimated half of all American adults lack
 that skill
Health Literacy

Clinicians need to address this issue
$73 billion dollar expenditures due to low
 health literacy
This increases costs due to longer hospital
 stays, unnecessary doctor visits, neglect
 to fill prescriptions or follow them
Health Literacy

Most people read at an 8th grade level and
 sometimes lower

People do not want anyone to know they
 can not read or do not understand
Health Literacy

American Medical Association has
 established a protocol to by used by all
 clinicians to make sure patients
 understand

Watch the Health Literacy video
Four Behavior Styles That
Affect Communication

       Non-Assertive

       Aggressive

       Passive Aggressive

       Assertive
Space and Territoriality

               Social Space-4-12 ft
                appropriate for
                introduction
               Personal Space-18”-
                4ft close enough for
                personal conversation
               Intimate Space- 0-18”
                appropriate for
                exams, assessments
Written Communication

 Examples of Written Communications in
              Health Care
 Prescriptions
 Patient Instructions
 Case Reports
 Patient Progress Notes
 Lab Reports
 Memos
Rules for Written
Communication

Write legibly

Spell Correctly

Include pertinent
 information
  Time
  Date
  Patient name
Pertinent Information
Continued

Accurate information     Keep the patient
                           record current
Be as neat as possible
                          Sign or initial all
Orderly and               information added
 understandable

Concise and complete
The Record…...

Is any form of documented information
Includes the known facts of event
Is a permanent long lasting account
May be kept on:
  Paper
  Computer
  Film
Documenting Data

Objective: What can       Subjective: Described
 be observed using          data (feeling, opinion)
 any of the senses           That which the client
 (see, hear, touch,           describes to you
 smell)                      Can be felt or
  skin rash                  described only by the
                              client
  pulse rate
                             Reported by quoting
  dampness of skin
                              the client exactly
  vomited 300 cc
  client refuses to eat
Correcting the Paper Record

DO NOT ERASE OR OBLITERATE ANY
 INFORMATION
How to correct a handwritten entry:
  Draw one line through the error
  Insert the correction above or immediately
   following the error
  Put your initials and date next to the
   correction
Computerized Medical
Records

Commonly called:
  EHR Electronic Health Record
  EMR Electronic Medical Record
  CPR Computerized Medical Record
Improve quality and cost-effectiveness of
 healthcare
Benefits of EHR

Increase availability of pt’s medical hx
Facilitate clinical research
Increase efficiency/reduce time spent
 retrieving information
Eliminate overhead costs associated with
 paper
Maintain legal record of patient care
EHR contain:

Lab results
Radiology results
Pharmacy information
Doctors orders
Operative reports
Path reports
Physical therapy records
Advantages of EHR

System flags patients for recall
Files can be retrieved faster
Less storage space needed
Analysis reporting is easier
Charts misplaced less often
Disadvantages of EHR

Cost
Downtime for training
Lost of productivity during computer
 conversion
Accessibility
Electronic Heath Records

Password protected access to EHR
Employee must sign Confidentiality
 Agreement
Nothing is removed if there are errors,
 addendums are added
Addendums have date and time created
Facilities track who accesses information
Key Points to Remember
About Health Records
Accuracy is essential
Records are legal and can be used in
 court
Can refresh memory when needed
Failure to keep records can result in
 negligence
Can be viewed by many people
Key Points to Remember
About Health Records

Be very careful about using abbreviations
JCAHO has made a list of error-prone
 abbreviations, symbols and dose
 designations
If in doubt, write it out

								
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