Introduction
This assignment aims to outline and discuss the importance of communicating effectively with residents/clients/patients. In order to achieve this, this assignment will define communication. It will then briefly outline the various types of communications that exist, and with methodologies of communication. Following this, a focus will be made on how there can be a communication breakdown. In doing this, I shall then highlight significant communication techniques that ensure effective communication from one person to another. In this case, from the healthcare assistant to the service user. For the purpose of this assignment, the term ‘service user’ will be used as opposed to resident/patient.
Main Body
To begin, communication can be said to be a process whereby information is transferred from one person to another using either verbal or non-verbal methods in which it is received and understood by both parties. In the healthcare setting we use many different communication strategies to be able to do our job to the best of our ability. Communication consists of verbal, Non-verbal, Para-verbal & Environment. Verbal – the words we choose 7% Para Verbal – how we say the words we chose 38% accounts for what is perceived and understood by others. Non-verbal – our body language 55% accounts for what is perceived and understood by others. Environment – privacy you should find a room or draw the curtains make sure the noise levels are low.
A lot of the times we need to try improvising as we come across many different types of people who have different levels of ability to communicate, such as verbal or non – verbal. The most common strategy is verbal which involves speech such as talking but verbal may not always be talking it can take form in the making of sounds with our mouths to represent what we mean such as making the noise of a train to symbolise your meaning. Our tone of voice is another verbal way we can communicate how we feel or what we mean. Using your tone can change how some interprets what you say such as using a stern tone when giving instruction will make someone realise you are being serious about a situation or the instruction given. Other verbal forms can be through phone calls, voicemails, sending a voice note on WhatsApp to someone with a vision impairment, using technologies with voice control etc. these are all new forms of verbal communication that we in the healthcare industry are trying to use and improve the service being provided to the service user.
As a healthcare assistant a lot of time we forget that not everyone we care for has the ability or privilege to be able to communicate verbally. In todays society we are lucky enough to have advanced in ways and means beyond what we had 10/20 years ago when it came to communication strategies for non – verbal service users. In 2017 it became Irish Sign Language became a legally recognised language for the deaf community which means they have equal rights to access work, education and healthcare etc, without prejudice or discrimination and allowing them to use sign as a language. Where as before they would have designated schools or certain jobs, they may not qualify to do because of their hearing impairment.
Healthcare assistants now have access to extended courses that revolve around communicating with different types of people in the healthcare setting. Some may use lamh, some may use word/picture passports to show what they mean or need, some may use noises or sounds. In doing this we are using all different forms of communication for us to work better and be able to fulfil the needs of the person receiving the care.
In order to communication verbally or non-verbally you need minimal distractions, maintain appropriate eye contact. It is important as a healthcare worker to realise that it’s not just about diagnosis and treatment that it is also about communication & being interactive with the service user. You should give information carefully small amounts of information at a time to avoid over loading the service user and their family. This will also play a role in person centred care. This will also allow you to deal with cultural differences in communication such as religion, age, gender, ethnicity and experience.
Open ended questions help to evoke conversations rather than “Yes or No” answers. This way you gather information on the service user. You must be able to listen and respond by sharing reflective thoughts about the hard time they might be going through, acknowledge their fears & apprehensions, showing concern and looking into their eyes will show them you are communicating.
As a healthcare worker the family may have many questions for you that you can or cannot answer. Don’t give false hope or details you need to be open. Non-verbal communication and verbal communication play a role here too. A gesture of a hug or hand on shoulder when mentioning something that may be hard for them to hear will speak a thousand words.
When communicating with the family, take into consideration privacy; is it ok to speak about the patient openly to the family member? Would the patient want this? Remember to evoke the family to speak openly by asking open ended questions.
Timing – don’t ever speak about the patient in front of them as if they were not present in the room, this may come across to the family that you’ve given up and it may also agitate the patient. Become familiar with the family.
A communication technique used in conflict resolution & counselling. It asks that the listener listens to the speaker and repeat back to the speaker what they have said. It’s a way to help both parties heard the same thing just rephrased so that they both understand what is been said. Listening skills are the ability to actively understand the information given by the speaker.
Conclusion
From doing this section of the course on communication I’ve learn that; communication at is about developing a plan that works with the service users’ goals, values and notions of quality of life.
It showed me how to convey respect and understanding along with how effective communication can be whether it’s verbal or non-verbal. It helped me communicate empathy and support and how important it Is to reassure ongoing care and support with follow up meetings.
I learned how to convey appropriate conversations; which involves providing information and to be factual and open about the situation.
It gave me the key tools to be more engaging and interactive with both the M.D.T, family and service user.
