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Hi-Touch Healthcare

Hi-Touch Healthcare. Written Communication. WHAT TO EXPECT IN THIS PRESENTATION. Background Key components to effective written communication Forms of written communication Misinterpretation in communication Tips for effective communication. Background.

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Hi-Touch Healthcare

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  1. Hi-Touch Healthcare

  2. Written Communication

  3. WHAT TO EXPECT IN THIS PRESENTATION • Background • Key components to effective written communication • Forms of written communication • Misinterpretation in communication • Tips for effective communication

  4. Background The Joint Commission on Accreditation of Healthcare Organizations (JCAHO) states that "70% of sentinel events are directly related to ineffective and poor communication between multi-disciplinary healthcare providers." (Willingham & Eden (2007). Oncology Nursing Forum, V34(2).

  5. Key Components to effective written communication • Factual • Objective • Respectful • Confidential

  6. Key Components to effective written communication • Non-judgmental • Non-emotional • Correct grammar • Correct spelling • Use of legal abbreviations

  7. Written communication IN HEALTHCARE • Forms of written communication: • Paper charting • Interdepartmental memos • E-mail • Electronic Health Care Records (EHR’s) • Text messages • Patient education information • Discharge instructions

  8. Misinterpretation in communication • Words can mean different things to different people • Healthcare workers use acronyms and medical terminology that lay people, including patients and families, may not understand

  9. Case example • A new monitor technician in a local hospital ICU is being oriented to the unit. • A new patient is admitted from surgery and she overhears the nurses talking about the “cabbage patient” (CABG – coronary artery bypass graft)

  10. Case example The entire day she thinks she made the wrong choice in jobs because she thinks they are talking about the patient being a “vegetable” and are being disrespectful

  11. Activity • Weasel Words Exercise • Weasel words are words that can be misinterpreted

  12. Patient records 4 main areas of error in patient records: • Making false entries • Not maintaining adequate records • Stating that certain care or observations were carried out when they weren’t • Failure to implement an action plan when a problem is discovered (Fowler, 2014)

  13. E-mail guidelines • Include a specific subject line • Keep it focused • Identify yourself • Do not e-mail an angry message • Proofread before sending • Be courteous • Do not assume your e-mail is private • Avoid fancy fonts

  14. Tips for effective communication • Use precise language • Don’t use specialized language your reader may not know • Keep sentences short and to the point • Seek feedback – your message may not be as clear as you think

  15. Activity – read your last… • Read your last work e-mail • Read your last personal e-mail • Read your last text message • Read your last Facebook posting, Tweet, Instagram, etc.

  16. Conclusion • Questions? • Comments?

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