Communication

in the
Healthcare Workplace

Má rcio Padilha
College of Southern Idaho
ALLH 202 – Janak
Spring/2010
 Communication
in the
Healthcare Workplace
A Prescription for Better Care

 Video removed due to size.

(Nurses, 2009)
 Verbal
Communication
Elements

Mediums

Etiquette Sound

Language Words

(Pearson, 2009-2010)
Mediums: Pros & Cons

Face-to-Face Public Speaking

• Allows • Allows the back
communicators to and forth
exchange ideas exchange of ideas
back and forth only in certain
freely. circumstances.

(Pearson, 2009-2010)
Sound: Pros & Cons

Some sounds Tone may,

may transcend inadvertedly or
language barrier: not, completely
• Laughing shift the meaning
• Crying of an uttered
• Yelling statement.

(Pearson, 2009-2010)
Words: Pros & Cons

Words are sounds Not everyone will

that are produced in necessarily know the
such a way that meaning of each
people can individual word. So
distinguish them from those communicating
other sounds. verbally need to
ensure vocabulary-
level appropriateness.

(Pearson, 2009-2010)
Language: Pros & Cons

Languages are Not everyone will

created when master socio-
meaning is assigned culturally
to words. constructed
connotations of
words and idiomatic
expressions in a
foreign language.

(Pearson, 2009-2010)
Etiquette: Pros & Cons

Expresses what is socially Systems of etiquette are

accepted as non-offensive. culture-specific.

(Pearson, 2009-2010)
 Non-Verbal
Communication
 Elements
Signs
Physical
Aesthetics
Symbolic
Signs
Physical
Aesthetics
Symbolic

(Non-Verbal Communication, 2009)

Examples of Physical
Communication
Facial expressions

Tone of voice

Sense of touch

Sense of smell

Body motions.

(Non-Verbal Communication, 2009)

Examples of Aesthetics
Communication
Creative
expressions

Playing
Sculpturing instrumental
music

Painting Dancing

(Non-Verbal Communication, 2009)

 Examples of Signs
Communication

Mechanic
The 21-
al Signal
gun Horns Sirens
communi flags
salute
cation

(Non-Verbal Communication, 2009)

Examples of Symbolic
Communication
Ego-
s
tatu buildi
u sS ng
i o
eli g
R

(Non-Verbal Communication, 2009)

 Assertive
Communication
Two examples of assertive
communication from a patient
Prior to consciously receiving a blood transfusion: Prior to consciously receiving a an injection:

●
Could you please
●
I am allergic to
show me where penicillin… that
on the bag is not penicillin
shows what type or a derivative,
that blood is? right?
Two examples of assertive
communication from a provider
Prior to administering a blood transfusion to a conscious patient: Prior to administering penicillin injection to a conscious patient:

●
Could you
●
Do you know if
you are allergic
please tell me
to penicillin or
what your any of its
blood type is? derivatives?
Occupational
Safety
Definition

Occupational Health and Safety is a cross-

disciplinary area concerned with
protecting the safety, health and welfare
of people engaged in work or
employment.

(Wikipedia, 2010)
Definition

The goal of all occupational health and

safety programs is to foster a safe work
environment.

(Wikipedia, 2010)
Definition

As a secondary effect, it may also protect

co-workers, family members, employers,
customers, suppliers, nearby
communities and other members of the
public who are impacted by the
workplace environment

(Wikipedia, 2010)
 Factors healthcare
employees should use to
prevent infection
Hand Hygiene

It is now well recognized that hand

hygiene is the primary measure for
infection prevention.

(Focus: Infection control and Education, 2009)

Strategies to raise the profile of hand
hygiene and improve compliance

Make sure alcoholic chlorhexidine is

available at the end of the patient
bed/trolley, fixed to equipment trolleys,
at the entry and exits to wards and
departments, cubicles and clinical rooms.

(Focus: Infection control and Education, 2009)

Strategies to raise the profile of hand
hygiene and improve compliance

Quiz colleagues on the five moments of

hand hygiene and when to apply
alcoholic chlorhexidine hand rub.

(Focus: Infection control and Education, 2009)

A Clean Environment

Many studies have described

transmission of pathogenic organisms
through contact with contaminated
surfaces.

(Focus: Infection control and Education, 2009)

A Clean Environment

Adequate cleaning requires sufficient

removal of pathogens to minimize
patients’ risk of acquiring infections from
hospital environments.

(Focus: Infection control and Education, 2009)

A Clean Environment

Make sure the clinical area is visibly

clean, conduct cleaning audits with
cleaning staff and promote their role in
the health team.

(Focus: Infection control and Education, 2009)

A Clean Environment

Credential cleaning staff in special

cleaning techniques such as those used
when patients, colonized with highly
resistant organisms (e.g.. VRE), are
discharged.

(Focus: Infection control and Education, 2009)

Safety engineered medical devices

Safety engineered medical

devices are now well recognized
as one strategy to assist in reducing
the risk of percutaneous injury to health
care workers

(Focus: Infection control and Education, 2009)

Safety engineered medical devices

Trial a range of safety devices and choose

the device most appropriate for cost,
usability and accessibility.

(Focus: Infection control and Education, 2009)

Safety engineered medical devices

Educate staff about the importance of

preventing percutaneous injuries and
promote their health as a priority.

(Focus: Infection control and Education, 2009)

Safety engineered medical devices

Ensure there is an appropriate

occupational exposure management
protocol in place should an injury
inadvertently occur; promote
its availability and the value of reporting
injuries.

(Focus: Infection control and Education, 2009)

Health Care Worker Immunization

Health care workers who are not

immunized place patients at risk of
acquiring vaccine preventable diseases,
and more effort is needed to help staff
and employers reduce this risk.

(Focus: Infection control and Education, 2009)

Health Care Worker Immunization

It is understood now that up to 59% of

HCWs can have subclinical influenza and
potentially cross infect patients.

(Focus: Infection control and Education, 2009)

Health Care Worker Immunization

Reductions in mortality of elderly

patients have been demonstrated
when HCWs have been vaccinated

(Focus: Infection control and Education, 2009)

Infection control strategies to improve
HCW immunizations

Ensure a system is in place for

HCWs to be screened and/or
vaccinated upon employment.

(Focus: Infection control and Education, 2009)

Infection control strategies to improve
HCW immunizations

Devise a catch up program

encouraging HCWs to have their
immunization status updated.

(Focus: Infection control and Education, 2009)

Infection control strategies to improve
HCW immunizations

Devise a catch up program

encouraging HCWs to have their
immunization status updated.

(Focus: Infection control and Education, 2009)

Characteristics of a Healthcare
Worker

●
Good Attitude Toward Others
●
Freedom From Prejudices
●
Capability to Surrender Control
●
Positive Outlook on Personal Relationships

Healthcare Team Orientation

(Innermetrix, Inc., 2006)

 Examples of Positive HCW
Characteristics

Empathy

Quality Orientation Unprejudiced

Proactive Thinker Reflective Listener

Attentive to Detail
Sources
 Focus: Infection control and Education. (2009, 10). Retrieved 03 09, 2010, from ProQuest:
http://proquest.umi.com/pqdweb?
did=1876898461&sid=3&Fmt=6&clientId=3579&RQT=309&VName=PQD

 Non-Verbal Communication. (2009). Retrieved 03 07, 2010, from Bizmove.com:

http://www.bizmove.com/skills/m8g.htm

 Innermetrix, Inc. (2006). Interview Success Guide - Healthcare Worker ™. Retrieved 03 09,
2010, from Innermetrix, Inc.:
http://rds.yahoo.com/_ylt=A0geu5rispZLR1IAADZXNyoA;_ylu=X3oDMTEzNXM0Y2ppBHNlYw
NzcgRwb3MDMQRjb2xvA2FjMgR2dGlkA1IyMDVfMTQz

 Nurses, A. A. (Director). (2009). Communication in the Healthcare Workplace: A Prescription

for Better Care [Motion Picture].

 Pearson, C. (2009-2010). Characteristics of Verbal Communication. Retrieved 03 07, 2010,

from eHow.com: http://www.ehow.com/about_5379632_characteristics-verbal-
communication.html

 Wikipedia. (2010, 03 08). Wikipedia: Occupational Safety. Retrieved 03 09, 2010, from
Wikipedia, the free encyclopedia: http://en.wikipedia.org/wiki/Occupational_Safety