Purpcom Week 10

Healthcare is the diagnosis, treatment, and prevention of diseases and illnesses in
humans. Healthcare is provided by different doctors, nurses, and healthcare workers,

such as therapists.
Importance of Communication in Healthcare, according to Khin & Htwe, 2019:
1. Good communication helps patients/clients feel at ease.
People who need healthcare services feel anxious about their health, what
tests and treatment they might have to undergo, and what the future holds for them.
This phenomenon can lead them to speak out of character, perhaps being a bit rude or
aggressive. Having good communication with healthcare workers will reduce their
anxiety and build their confidence.
2. Good communication helps patients/clients to feel in control.
People easily feel that they give up all control of their lives once they enter the
health system. For example, if they are in the hospital, even with things they usually
have control over every day, such as when they get out of bed, wash, and eat, it might
be dictated by someone else. People would feel hopeless and helpless if they feel that
they are not in control (Khin & Htwe, 2019). These feelings could hinder their chances to
recover from a certain illness. With proper communication, feelings of hopelessness can
be avoided, and patients can see and feel that they are still in control of their lives.
3. Good communication makes patients/clients feel valued.
According to Khin & Htwe (2019), time is one of the most valuable things we
can give to another person. When we show that we are willing to set aside all other our
tasks to be able to spend time with someone, it is a way to show that we value that
other person. Being able to communicate well would help in achieving this with patients
and clients.
Common Communication Methods
1. Transmitting Patient Data
According to Regis College (n.d.), the records of patients are securely shared
through interhospital or intrahospital communications. They add that if there are delays
within the receiving of records, it could cost the hospital a large sum of money. It is
important that the data is properly shared within the departments of the hospital as it is
used to create a medical history and provide the appropriate care, and if it is not shared
properly, the chances of errors and costs will increase.
2. Sharing Research Findings

For the creation and improvement of procedures, the healthcare industry uses
research (Regis College, n.d.). However, there is a reluctance among third-party
researchers, such as private companies or pharmaceutical laboratories, due to the
competitive nature of these industries. In an article published by Forbes, "lack of access
to the latest research can stall medical advancement, waste funding, and negatively
impact health outcomes” (Regis College, n.d., para. 11). There is a need to implement
communication systems for easy collaborative research within and among organizations
for the evolution of healthcare techniques.
3. Collaborating with Colleagues
Communication within hospitals is heavily reliant on collaboration as patients,

laboratory technicians, doctors, and staff need to be in a smooth and constant flow of
communication so that there may be a system that operates smoothly (Regis College,
n.d.). Collaboration among colleagues includes accurately encoding information in
databases, as inaccurate communication can lead to database entry errors, which is a
risk to a patient's safety.
Important Communication Aspects

Body language can communicate one’s interest and engagement in a
conversation. Our posture, eye contact, facial expression, and touch should all match
the words we are saying. Communication is much more than the words that we say, as
it also includes our tone, the attention we give, the way we position and move our
bodies, and the clarity of what we write.
1. Verbal Communication
There is a need to be careful about what we communicate with patients or
clients. There should be clarity, accuracy, honesty, and appropriateness to the message
we communicate.
With the same importance as to how we say it, at all times, we must be:
 Courteous and respectful: Patients must be addressed by how

they wish to be addressed (Smith, 2019). Some may opt to be
called by their first names, and some might want to be formally
addressed; therefore, there is a need to know what the individual is
comfortable with. Pet names such as "dear" or "doll" should be
avoided.
 Encouraging: Prompts such as "yes, do go on" and "can you tell
me more about that?" should be used to encourage patients to
communicate with you (Smith, 2019).
 Your tone of voice is also important. It is a given that a person
working in healthcare could become extremely busy. With the
multitude of things to do, one could feel the need to rush. However,
you must remain calm and focused on the patient as they can
sense irritation and impatience just from the tone of your voice
(Smith, 2019).
2. Nonverbal communication is often described as “body language.”

Our body language communicates our interest and engagement in a
conversation. The message that we convey can be lost if our body language is different
from what we are saying (Alyahya, 2019).
Key learning point: Our body language says a lot about our interest and
engagement in the communication we are having. Our posture, eye contact, facial
expression, and touch should match the words we are saying.
2. Questions
The two kinds of questions we can use to help us understand what
patients/clients want and need are closed and open questions.
1. Closed questions – These questions are used when responses can be

answered with simply a “yes” or “no.”
2. Open questions – These types of questions are used when we want the patient
to explain or talk about something in-depth and invite the patient to open up
(Dossetto, 2023). Asking open-ended questions would lead to you asking more
open-ended questions. This is done in order to get to the bottom of the issue.
3. Written Communication
It is important for health professionals to properly keep written records of the care
they give to their patients because of the following according to (Bali et al., 2011):
 To make sure that the patient is safely given continuous proper

care regardless of who the current attendants are.
 To have records of the care that the patient has received
 To make sure that there is a record that can be used as “evidence”
if a patient were to complain about the care given to them.
You will be supporting registered staff to prepare and update patient records.
Thus, having a good understanding of the principles of written communication is
important. The actual level of your involvement in written patient records will vary from
workplace to workplace; you need to find out what is expected of you in your workplace
and make sure you follow the rules.
Barriers to Communication
 Communication issue: Patient/client “sensory” problems – sight, hearing,

and/or speech impairment
o Solution: Speak slowly and listen carefully. Do not shout at someone who
has a hearing impairment; pronounce your words clearly and make sure
the person can see your lips. Use communication aids, such as hearing
aid, Braille, and written communication.
 Communication issue: Patient/client confused or living with dementia

o Solution: Remove all distractions if possible, such as a TV playing in the
corner and find a quiet location where the person can focus easily. Ask
family/loved ones how they communicate with a person; they are often
experts in this.
 Communication issue: Patient/client does not speak or understand English

o Solution: Many simple needs can be defined by imitating actions, such as
eating, drinking, and taking a short walk. Complex conversations will need
the help of a trusted family member who speaks English or a translator.
 Communication issue: Busy and noisy, with a lack of privacy

o Solution: Many healthcare environments are like this; you might be in a
busy hospital ward with many people and equipment around and noisy
trolleys rattling in and out of the ward or in a GP surgery treatment room
with various people interrupting while you are trying to speak to a patient.
Many care homes and private houses are just as busy. However,
generally, you can find a quiet space that you can go to. Doing simple
actions, such as turning a TV off, drawing curtains around the bed area,
closing windows if noisy traffic or roadworks are nearby, and closing the
door of the treatment room, can also help.

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Healthcare is the diagnosis, treatment, and prevention of diseases and illnesses in

humans. Healthcare is provided by different doctors, nurses, and healthcare workers,

Importance of Communication in Healthcare, according to Khin & Htwe, 2019:

1. Good communication helps patients/clients feel at ease.

2. Good communication helps patients/clients to feel in control.

3. Good communication makes patients/clients feel valued.

Common Communication Methods

1. Transmitting Patient Data

2. Sharing Research Findings

3. Collaborating with Colleagues

Communication within hospitals is heavily reliant on collaboration as patients,

Important Communication Aspects

 Courteous and respectful: Patients must be addressed by how

2. Nonverbal communication is often described as “body language.”

1. Closed questions – These questions are used when responses can be

 To make sure that the patient is safely given continuous proper

 Communication issue: Patient/client “sensory” problems – sight, hearing,

 Communication issue: Patient/client confused or living with dementia

 Communication issue: Patient/client does not speak or understand English

 Communication issue: Busy and noisy, with a lack of privacy

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