97. Healthcare Communication

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97. Healthcare Communication

97. Healthcare Communication

 

 

CATEGORY: Medical & Medicine – 500 Courses

COURSE NUMBER: 97

FEES: 555/- INR only

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BOOKS/ MANUALS: Pages

Syllabus

Preface xii
About the author xiv
Acknowledgements xv
Part A: Getting started 1
1 Introduction 3
Learning from you 4
2 Signposts for the journey through this book 5
3 The basic framework for working with patients 7
Part B: The nature and importance of communication 13
4 What is effective communication? 15
The basics 15
Interaction 16
The revolution we cannot ignore 18
The essentials in healthcare 18
Different planets 20
5 Why do we communicate? 21
The purposes of communication 21
The social urge 22
What are we all looking for? 23
Conclusion 24
6 Communications at the heart of healthcare 25
A tough life 25
Asserting the need for change 27
Revision, discussion and application (1) 29
Part C: Aims and ideals in healthcare 31
7 Vision at the heart of healthcare 33
Pursuing a vision 33
Coping with limits 35
8 Ethics in healthcare communication 37
The stern face of professional ethics 37

Highest level principles 38
Transparency 38
Does the truth hurt? 39
Making choices about communicating the truth 40
The ethics and problems of altruism 42
Take care of the staff 42
Making demands 42
Authority and power in healthcare relationships 43
Revision, discussion and application (2) 45
Part D: Behind the scenes 47
9 Secret life: what drives us in communications? 49
The foundations 49
Interaction 49
The interplay of personal and social factors 50
First impressions 52
Perception 53
Personality and motivation 54
Formative experiences 55
The underlying script 56
The influence of social and organisational values 57
Conclusion 58
10 Beyond words: the power of non-verbal communication 59
Multiple factors beyond words 59
Divergence 61
Monitoring and moderating non-verbal behaviour 63
The physical environment 64
Managing and using non-verbal communication 64
Intelligent observation 65
Echoing and mirroring 66
Touch 66
Revision, discussion and application (3) 69
Part E: Foundation knowledge and skills for effective communication 71
11 Core concepts and skills 73
Caring 73
Helping 74
Illuminating effects 79
Listening 80
Questioning 82
Active listening, prompting, probing 86
Explanation 87
Checking understanding and seeking feedback 89
Summary 89

12 Special communication needs and processes 91
Being a patient 91
Self-image 93
Patients and pain 94
Bedside manner and home visiting 96
Sustaining long-term relationships 99
Motivation 99
Disclosure 101
Attachment 102
Revision, discussion and application (4) 105
Part F: The complexity of humanity 107
13 The diversity of patients: disturbances and dysfunctions 109
The impact and meaning of abuse 109
Anger and angry patients 111
Depression and other mental disorders 117
Patients under stress and in crisis 121
The worried well 123
‘Difficult’ patients 125
14 Communication and the richness of cultural and ethnic diversity 127
Introductory review of basic issues 127
Overview of diversity issues and responses to difference 127
Topics 129
Conclusion 141
Revision, discussion and application (5) 143
Part G: Working together 145
15 The whole team and the whole patient 147
Differential demands 147
The whole organisation addressing the whole person 147
Consultations, tests and procedures 148
Nurses’ special role in the care of patients – a model
for healthcare 152
The pharmacist’s special role in care of patients 155
Physical and rehabilitative therapy 157
The great importance of non-medical personnel 157
16 When time and resources are limited 161
Personal style 161
Resource triage 161
Emergency and urgent care 166
Financial and other constraints 167
Rational allocation of resources 168
Revision, discussion and application (6) 171

Part H: Tough topics 173
17 Patient safety 175
More harm than good? 175
Safety issues relating to medicines 176
Quality, availability and accessibility of drug safety information 176
Patients’ expectations of safety 180
Pharmacovigilance and error reporting 180
Inappropriate use 181
Adherence 181
Medication errors 183
Falls and accidents 186
Expert patients 186
Conclusion 187
18 Informed consent 189
Essential and difficult 189
Reaching agreement 190
Conclusion 193
19 Risk communication 195
Risk factors 195
The problem of good information 196
Risk: knowledge and attitudes 196
Consult Dr Paling 199
What to do 201
Uncertainty 205
Conclusion 206
20 Sex and sexual orientation 209
Sex and sexuality 209
Gay, lesbian and transgender people 211
Homosexuality and healthcare 212
Language 214
Conclusion 214
21 Dying and death 217
Responding to death 217
Being ready 218
Dying is a process, not an event 220
Loss and mourning 220
Conclusion 221
Revision, discussion and application (7) 223
Part I: The broader communications picture 225
22 Effective written and spoken communication 227
Clarity of purpose 227

Targeting/segmentation 227
Audience 228
Method or channel 229
Feedback 230
Repetition 231
Benefits 231
Style, tone, language and structure 232
Structure and economy 232
Visual impression 233
Emails 233
Telephone 235
Individual and proforma letters 238
Report writing 238
Public speaking and presentations 239
Design 240
Conclusion 242
23 Complaints, apologies and public relations 243
Learning from patient dissatisfaction 243
What to do 244
Complaints policy 245
Public relations (PR) 246
24 Notes on media relations 249
Essential relations 249
The essence 249
Active collaboration 251
Conclusion 252
25 Notes on managing meetings 253
26 The challenges of teaching 259
The good, the bad and the sleepy 259
Inspiration, engagement and interaction 260
Revision, discussion and application (8) 263
Appendix 1: Chapter notes and references 265
Appendix 2: Useful books and websites 285
Appendix 3: The Calgary–Cambridge consultation analysis 291
Index 297

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