Justin Damaso Jennifer Richards 2
Components of Good Communication
medical teams, researchers, and educators. It has bridged geographical distances, allowing for remote consultations, multidisciplinary meetings, and knowledge sharing. Zoom™’s screen sharing and document collaboration features have enhanced communication efficiency and facilitated real-time exchange of medical information. The accessibility and convenience offered by Zoom™ have transformed healthcare communication, enabling effective and timely interactions that contribute to improved patient care and advancements in the medical field. By acknowledging the challenges and addressing the evolving landscape of healthcare communication, healthcare providers can strive for effective, inclusive, and patient-centered communication practices that contribute to improved patient outcomes, enhanced patient safety, and a positive healthcare environment. When it comes to communication, taking action with intentionality is of paramount importance, especially in the context of healthcare. Intentionality means being deliberate, purposeful, and mindful in our communication efforts, ensuring that our words and actions align with our desired outcomes. It goes beyond simply going through the motions of speaking or listening; it involves actively considering the impact and consequences of our communication choices.
Learning Objectives 1. Understand the importance of active listening in health care communication. 2. Familiarize oneself with the SBAR communication tool and its application in promoting effective interdisciplinary communication and reducing errors during handoffs. 3. Recognize the significance of creating a culture of safety in health care settings.
Introduction Communication is a vital process through which information is exchanged between individuals. While important in various aspects of life, its significance is particularly critical in the healthcare setting. Inadequate or flawed communication can directly lead to poor patient outcomes, especially as patient care becomes increasingly complex. Clinical communication, defined as a structured approach for timely, truthful, and respectful information exchange among patients, healthcare providers, and various members of health professional teams, plays a crucial role in promoting safety for both patients and healthcare workers. Regrettably, communication failures are the leading causes of unintentional patient harm. The overwhelming majority of sentinel events, as identified in an analysis of 2,455 cases by The Joint Commission, can be attributed to communication errors, accounting for over 75% of such incidents. Effective communication, on the other hand, has the potential to prevent mistakes and reduce patient harm. Numerous factors contribute to communication breakdowns. Later in this chapter, we will briefly explore a tool used to mitigate such failures. Communication in the healthcare setting can take various forms, including verbal, nonverbal, written language, and even symbols. Regardless of the method employed,
communication should prioritize clarity, conciseness, and concreteness, relying on evidence and reasoning rather than implicit statements. Effective clinical communication employs techniques such as active listening, explaining complex concepts in layperson language, providing adequate descriptions of therapeutic intervention outcomes, and seeking others’ perspectives. This chapter aims to delve into the concept of effective communication and examine how healthcare providers can enhance patient safety through improved communication strategies.
When communicating about patient safety it is important to have a systematic approach that that encourages assertive communication.
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COMPONENTS OF GOOD COMMUNICATION 25
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