Effective communication with patients is increasingly understood as a key to effective patient-centered care in all healthcare settings. Today, according to the Joint Commission in the United States, it is especially important to take a fresh look at the quality and extent of the training that provides the development of communication skills among nurses in this crucial area.
Effective communication with patients is increasingly understood as a key to effective patient-centered care in all healthcare settings. Today, according to the Joint Commission from the United States, it is especially important to take a fresh look at the quality and extent of the training that provides the development of communication skills among nurses in this crucial area.
Nurses with strong communication skills are better prepared to address issues as they arise, resulting in better patient outcomes. On the other hand, poor communication or lack of communication can lead to patients misunderstanding directions and failing to follow treatment protocols. It can also lead to workflow breakdowns on the team resulting in medical errors.
The Joint Commission from the USA reports that poor communication during patient transfers contributed to 80% of serious medical errors. Additionally, patients who have established an open and secure dialogue with a nurse are more likely to disclose the true extent of their symptoms. Therefore, hospitals should invest in programs to develop communication skills among nurses.
In this article, we will explore 10 communication skills that are important for nurses and they can develop them through training and courses.
1. Verbal Communication
Excellent verbal communication is key. That means that the nurse always speaks with clarity, accuracy, and honesty. It is also important for them to know the audience and speak appropriately, according to the person’s age, culture, and level of health literacy. If they are feeling stressed out or frustrated, they should be aware of their tone of voice and not let these emotions leak into the patient interaction. Nurses should encourage patients, avoid condescending names in communication (like “honey” or “sweetie”) and instead use the patient’s first name or name of choice. It is very important for them to speak in clear, complete sentences and avoid technical jargon.
2. Nonverbal Communication
Using elements of nonverbal communication, such as facial expressions, eye contact, body language, gestures, posture, and tone of voice is also essential for good nursing. Simply smiling can go a long way.
3. Active Listening
“Active listening” means listening to understand the other person’s experience. The highest and most effective form of listening requires complete attention and engagement. This skill is important not only for nurses as a tool for building trust and commitment with their staff. Active listening includes both, verbal and nonverbal communication skills.
4. Written Communication
Written communication skills are also essential for effective nurse-to-nurse communication. The nurse is responsible for creating and updating patient records. It is critical that records are accurate and current so that patients can receive the best care possible. The nurse should also remember to protect patient confidentiality and to make notes immediately following patient care so as to not forget anything. Writing should be legibly and clearly, using simple language (be sure accurate dates and times are noted).
5. Presentation Skills
Effective presentation skills are most applicable during “handover”—when the nurse is transferring patient care to another nurse or physician. These skills will also help to demonstrate knowledge and expertise clearly, in a variety of workplace settings, such as presenting at conferences, participating in job interviews, giving case reports to physicians and more.
6. Patient Education (Patient Teach-Back)
Nurses are in charge of most of the communication between the healthcare team and the patients. This includes informing patients and family members of health conditions, diagnoses, treatment plans, and medication protocols. Patient teach-back is an effective communication strategy where providers ask patients to repeat the information back to them. This method improves patient understanding and encourages adherence to care instructions. Poor understanding of information can cause patients and their family members to feel anxious or become defensive.
7. Making Personal Connections
Patient-centered relationships are critical in helping patients feel safe and comfortable. Creating meaningful connections with patients can improve outcomes and trust. Good nurses spend a couple of extra minutes every day with each patient getting to know them. They find out a fun fact about each patient and show interest in their lives and share stories of their own.
8. Trust
It is important for healthcare professionals to inspire trust in patients by listening actively and taking every complaint and concern seriously. Building trust takes time. Healthcare settings are scary for some patients. It is important to make them feel as comfortable as possible.
9. Compassion
Conveying compassion is an essential communication skill in healthcare. According to the Journal of Compassionate Healthcare, compassion can assist in prompting fast recovery from acute illnesses, enhancing the management of chronic illnesses and relieving anxiety. Somebody can deliver compassionate nursing care by putting themselves in the patient’s shoes and understanding their needs and expectations.
10. Cultural Awareness
The nurse works every day with people who come from a wide range of social, cultural and educational backgrounds. Every patient and coworker is unique and it is important to be aware and sensitive. For example, the nurse should gauge the patient’s fluency with English and grade her vocabulary accordingly or bring in a translator if necessary and possible.