Most people have no idea just how much of an impact
non-verbal communication has on someone. If a person was walking toward you, saying “Hello, how very nice to meet
you!”, it sounds quite pleasant. However, if that person came toward you with hands in the air and an
aggressive stance with wide eyes and looking as though they are ready to
attack, how would you feel? Which would
you base your reaction on: the kind words, or the intimidating gesture? Obviously,
the physical communication prevails in this case. It goes to show that when you communicate
with others, especially patients, you should learn to combine body language
with what you are saying.
Providing the Patient Information
The attending physician often leaves orders with the
nurses, who then must convey the information to the patient. Depending on the information to be delivered,
basing your delivery method on the news itself is often the best way to advise
the patient. If the patient is facing a
test or procedure and you assume they will not be pleased to hear about, try to
deliver it in a way that will put the patient at ease. Greeting the patient when you enter their
room, asking how they are doing and exchanging pleasantries’. Move on into explaining that the physician
has requested a certain test or procedure, and if possible explain the reason
that the test or procedure is beneficial to the patient. If you have extensive knowledge regarding the
procedure, explain it to the patient.
Many times, patients have unnecessary fear of a painless and quick procedure
that if explained to them, can diminish their concerns. Also, being aware of your body language is
important. A body stance with confidence
can relay to the patient that you are confident in what you are talking about,
and that you can comfortably discuss any questions they may have.
Discussing Medications
When
explaining medications to the patient, be sure to take time to explain them in
terms that the patient will understand. Keeping in mind, body stance conveys a strong method of communication,
and while the patient hears your words, they also base much of what is being
said, by the way you present the information. Some patients are fine with any and all medications being prescribed to
them, however some are apprehensive, and it falls to the nurse to work with the
patient to take the medication. A
positive expression and a description of the medication and what it is being
prescribed for is often all it takes to assure the patient it is in their best
interest to comply with physician’s orders.
Communication
is vital between patients and their nurses, the method of communication is also
very important.
Patient Surveys
Patient’s
surveys indicate the following regarding communication between patients and
their nurses:
100
patients surveyed at 3 major medical centers. Survey results are averaged between the 3.
-
On
a scale of 1-10, with 10 being the best, how well did your nurse do with
providing you all necessary information regarding your care? 8
-
On a scale of 1-10, did your nurse explain
everything to you, in a manner that you understood? 8
-
On a scale of 1-10, did you feel
comfortable asking your nurse questions, and would they take time to answer in
a way your understood? 9
-
In regard to nurse preference, would you rather
have a positive nurse with a cheerful attitude? 98 out of 100 patients said
yes.
Surveys can provide us information, and this survey
indicates that nurses that are open with patients, and provide complete communication
with them, and are willing to take the time to explain things make for a much
more satisfied patient. Also, the
delivery method of any information has an impact on the patient; a smile, a
congenial pat on the leg or shoulder can put the patient at ease, and make them
more comfortable in their care while hospitalized.
The next time you enter a patient’s room, smile, put
those shoulders back and show your confidence. It will make
for excellent communication with your patient.
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