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Principles of good communication in healthcare
Is the environment suitable?
It should be a quiet area or room free from distraction or interruption. Try not to sit behind a desk or other barrier and face the person or people you are talking to.
Are the right people present?
Seek agreement from the person that anyone present can be there (e.g. students or their family members) and ensure that as far as possible anyone he or she wants there (e.g. family member or advocate) is present. Is there is a need for someone to assist communication (e.g. link worker or interpreter)?
What about emotional support?
Consider the need for emotional support during the consultation and arrange this if needed.
Introductions
Introduce yourself to all those present and explain your role and that of others. Be warm and welcoming.
Start where the person is at
Ask what they know or believe already about their condition or symptoms or treatment. Prompt with questions if necessary, but allow the person to speak.
Ask what they want to know
Establish the nature and extent of the information that the person wishes to receive.
Be aware of body language
Try to be relaxed and open and establish eye contact. Be alert to body language from the person that might suggest they are distressed or are not listening (e.g. looking away or downwards).
Tailor the information to the person
Consider their specific situation, communicative and cognitive abilities, culture.
Stay within your limits
Give information that you are sure of and refer on to others as necessary for further, more specialist or detailed information or information outside of your sphere.
Clarify any options or choices
Provide information on likely outcomes and benefits and risks.
Offer back up
Provide written information or information on tape or CD; provide details of others who can give information (e.g. specialist nurse, helpline); offer follow up appointment. Provide at least one point of contact for people to follow up.
Inform about local and national sources of information
This could include information about employment, financial support, and voluntary sector resources.
Avoid jargon
Explain terms and roles e.g. O.T.
Allow time
Allow time for the person to absorb what has been said and ask further questions.
Check understanding
Ask the person to tell you what they have understood and correct or reinforce key points.
Keep a record
Document what has been communicated and inform other healthcare staff who are closely involved, especially the GP.
It should be a quiet area or room free from distraction or interruption. Try not to sit behind a desk or other barrier and face the person or people you are talking to.
Are the right people present?
Seek agreement from the person that anyone present can be there (e.g. students or their family members) and ensure that as far as possible anyone he or she wants there (e.g. family member or advocate) is present. Is there is a need for someone to assist communication (e.g. link worker or interpreter)?
What about emotional support?
Consider the need for emotional support during the consultation and arrange this if needed.
Introductions
Introduce yourself to all those present and explain your role and that of others. Be warm and welcoming.
Start where the person is at
Ask what they know or believe already about their condition or symptoms or treatment. Prompt with questions if necessary, but allow the person to speak.
Ask what they want to know
Establish the nature and extent of the information that the person wishes to receive.
Be aware of body language
Try to be relaxed and open and establish eye contact. Be alert to body language from the person that might suggest they are distressed or are not listening (e.g. looking away or downwards).
Tailor the information to the person
Consider their specific situation, communicative and cognitive abilities, culture.
Stay within your limits
Give information that you are sure of and refer on to others as necessary for further, more specialist or detailed information or information outside of your sphere.
Clarify any options or choices
Provide information on likely outcomes and benefits and risks.
Offer back up
Provide written information or information on tape or CD; provide details of others who can give information (e.g. specialist nurse, helpline); offer follow up appointment. Provide at least one point of contact for people to follow up.
Inform about local and national sources of information
This could include information about employment, financial support, and voluntary sector resources.
Avoid jargon
Explain terms and roles e.g. O.T.
Allow time
Allow time for the person to absorb what has been said and ask further questions.
Check understanding
Ask the person to tell you what they have understood and correct or reinforce key points.
Keep a record
Document what has been communicated and inform other healthcare staff who are closely involved, especially the GP.
