Say What You Mean

In all professional settings, effective communication is important, but clear communications can be literally vital in the health care industry. Speech, writing, and even use of non-verbal cues must be clear, concise, and accurate. This is true in dealing with clients, families, the public, health care professionals, and management. Other blog posts will deal with ethics and other best practices. This one will deal specifically with being clear and avoiding confusion. As with all of these posts, this is just an entry point into the discussion. LifePulse offers more in-depth training for companies and individuals as part of our educational mission.

The following are some tips for successful communications:

• Identify yourself and your company. This is especially important when you are on the telephone, when a person may not be able to see you or a name tag. It may also be useful to identify your position within the company.

• Be respectful. This includes how you address other people in the conversation, using polite words, showing respect with your body language, and acting as though the conversation is important and worth your time. When speaking about people who are not present, avoid gossip and rumor.

• Be accurate in what you say. Don't speculate. Offer facts. If you are not sure about something, say so. If you are making a guess or estimate, say so.

• Stay on topic and be brief. While some people enjoy chit-chat, it's not always welcome. Professional communications get to the point and convey the necessary information.

• Be honest, even if it may be uncomfortable. This is especially important if you have made an error. We all make mistakes, but your clients, their health care providers, and your fellow employees deserve your honesty.

• Include all relevant information. Whether you are reporting symptoms, behaviors, or anything else about your client, other caregivers, family members, management, and other health care providers need to know the whole picture in order to make informed decisions.

• Don't include irrelevant information. While it can sometimes be difficult to know what is relevant and what is relevant, other things are obvious. Don't include gratuitous, frivolous, or irrelevant information in documentation, reports, or other communications.

• Understand and respect HIPAA and client privacy. It should be obvious that you are expected to follow privacy laws, but it is also respectful and important to trust. If you are unclear about whether you may give out particular information, check with a supervisor before proceeding.

• Give specific information. When documenting or answering questions, be specific. Remember the classic questions -- Who, What, Where, When, Why, and To What Extent?

• Don't use unneccessary abbreviations. The use of abbreviations is discouraged, as it may lead to confusion, especially when dealing with members of the community who have no training or experience in health care. Avoiding most abbreviations is a good way to reduce errors and misunderstandings.

• Voice concerns or questions. If you don't understand something or think that there is an error, say so. Ask a supervisor for clarification. Remember that errors can happen at any level, so speak up.

• Respect the chain of command. Ask questions. Follow instructions. Respect decisions.

• Don't gossip. Gossip is neither respectful nor helpful. If you have a question or concern, direct it appropriately. Other than that, don't talk about private or non-work-related issues.

• Watch your body language. Body language can show when you are aggressive, bored, or disrespectful. Likewise, it can show that you are empathetic, open, and attentive. Make eye contact when possible, respect people's personal space, and refrain from aggressive postures.

• Pay attention to the body language of others. Notice non-verbal cues, and take the opportunity to respond appropriately. If you pay attention, you may see signs of confusion, anger, or frustration early in an interaction. Take measures to resolve potential conflicts before they build up.

• If you don't have time for a full conversation, say so. We don't always have time to answer every question a person might have. It is ok to say that you don't have time right now for a full conversation. Suggest a better time to finish up. This will show your respect, concern, and professionalism.

• If you need to deliver a message, be thorough and prompt. When taking a message, be sure to note the caller, date, time, call-back number, subject of the message, your name, and an accurate message. Do not leave out important information, and be sure to clarify if you have any questions about spellings or content. Deliver the message as soon as is reasonable. If the message wil not be delivered right away, be clear about that. Always avoid giving false expectations.

Even following all of these tips, communication can be difficult with clients who have brain damage, mental illness, or other conditions that may diminish ability to understand and retain information. We will cover this in more depth in a future post.

#healthcare #communications #professionalism #privacy