Communication Skills for the Health Care Professional: Context, Concepts, Practice, and Evidence

Cover
Title Page
Copyright
Contents
What’s New in the Third Edition?
Acknowledgments
Preface
PART I The Context for Health Care Communications in an Evolving Health Care System
	Chapter 1 Evolution of Health Care Delivery and Implications for Health Providers Communications
		Introduction
		Summary
		Discussion
		References
	Chapter 2 Technological Advances Have Changed the Way Health Professionals and Patients Communicate
		Introduction
		Electronic Health Records
		Patient Portals
		m-Health (Mobile Health)
		Telemedicine
		Self-Service Kiosks and Sensor Technology
		Self-Care Through Web Information Sources
		Summary
		Discussion
		References
	Chapter 3 Problems in Access to and Availability of Health Care Intimately Linked to Patient–Provider Communications
		Introduction
		Reciprocal Relationships: Health Care Access and Better Outcomes
		Interlocking Concepts Shaping Health Care Policy
		History of Health Care Reform and Access to Health Care
		Disparities in Health Care Access
		Access Includes Navigating the Health Care System
		Access No Guarantee of Effective Communication
		Summary
		Discussion
		References
PART II Foundations for Understanding Communications in Health Care
	Chapter 4 Principles of Human Communication
		Introduction
		Sensory Awareness and Sensory Receptivity
		Processing Stimuli and the Brain
		Interpersonal Foundations for Human Communication
		Summary
		Discussion
		References
	Chapter 5 The Nature of Therapeutic Communications
		Introduction
		Therapeutic Communication Defined
		Therapeutic Interviewing Skills
		Preparation for Avoiding the Traps of Dysfunctional Communication
		Summary
		Discussion
		References
	Chapter 6 Cultural Similarities and Differences and Communication
		Introduction
		Our Multicultural Environment
		Disparities in Health Care and the Role of Provider–Patient Communications
		The Influence of Sociocultural Factors on Perceiving, Processing, and Self-Expression
		Changes in Social Ethnic Grouping in the United States
		Cultural Competence—A Developmental Process
		Understanding Your Own Cultural Programming
		Summary
		Discussion
		References
PART III Critical Competencies in Therapeutic Communications
	Chapter 7 The Pervasive Role of Empathy, Confirmation, and Compassion
		Introduction
		Definitions of Empathy and Empathic Response
		Differentiation Between Empathy and Other Related Concepts
		Measures of Empathy in Clinical Practice
		The Relationship of Empathy and Confirmation
		The Relationship of Empathy and Compassion
		The Therapeutic Value of Empathy
		The Empathic Process—Steps to Arrive at Empathy and the Capacity for Empathy
		Barriers to Empathy in the Provider–Patient Relationship
		Summary
		Discussion
		References
	Chapter 8 Communications That Contribute to Trust and Mistrust of Providers
		Introduction
		Definitions of Trust and Trust-Based Relationships
		The Process of Establishing Trust
		Trust-Evoking Behaviors
		Summary
		Discussion
		References
	Chapter 9 The Art and Skillful Use of Questions
		Introduction
		Therapeutic Use of Questions
		Nontherapeutic Use of Questions
		Types of Question Formats
		Choice of Question Format and Response Burden
		Summary
		Discussion
		References
	Chapter 10 Therapeutic Use of Silence and Pauses
		Introduction
		Definitions of Silence
		The Characteristics of Silence
		Therapeutic Purpose of Silence in the Provider–Patient Relationship
		Analysis of Silence in Patients’ Responses
		Negative Effects of Using Silence
		Summary
		Discussion
		References
	Chapter 11 The Impact of Self-Disclosures
		Introduction
		Definitions of Self-Disclosure
		Types of Problem Self-Disclosures by Providers
		The Therapeutic Effects of Self-Disclosure
		Types of Nontherapeutic Self-Disclosure
		Criteria to Judge the Benefits of Self-Disclosure
		Deflecting Patients’ Requests for Self-Disclosure
		Summary
		Discussion
		References
	Chapter 12 The Proper Placement of Advisement
		Introduction
		Definitions of Advisement
		The Misuse of Advisement and Opinion-Giving
		Principles Behind the Therapeutic Use of Advisement
		Summary
		Discussion
		References
	Chapter 13 Reflections and Interpretations
		Introduction
		Definition of Reflection
		Therapeutic Uses of Reflection
		Kinds of Reflections
		Reflections and Interpretations
		Guidelines in the Use of Reflections
		Interpretations Used in Social and Therapeutic Contexts
		Guidelines for the Therapeutic Use of Interpretations
		Summary
		Discussion
		References
	Chapter 14 The Judicious Use of Confrontations, Orders, and Commands
		Introduction
		Confrontations: Definitions, Levels, and Types
		Orders and Commands as Explicit Directives
		Summary
		Discussion
		References
PART IV Communications to Ensure Comprehensive and Continuous Patient-Centered Care Under Challenging Circumstances
	Chapter 15 Communicating with Patients with Low Health Literacy
		Introduction
		The Problem of Literacy in the United States
		Functional Health Literacy
		Barriers to Health Literacy
		Communication Interventions to Improve Health Literacy
		Assessing Health Literacy
		Documenting Health Literacy Problems
		Health Promotion Messages and Media to Improve Health Literacy
		Improving Health Literacy in Patients with Chronic Illness
		Importance of Using “Plain Language”
		Summary
		Discussion
		References
	Chapter 16 Communicating with Patients Who Have Chronic and/or Life-Threatening Illness
		Introduction
		The Process of Dealing with Chronic Illness
		Therapeutic Responses to Chronically Ill Patients
		Summary
		Discussion
		References
	Chapter 17 Communicating with Patients and Families in Crisis
		Introduction
		Definitions of Crisis
		Stress Theories and Understanding Crisis
		Types of Crisis
		Managing Crisis Behaviors
		Summary
		Discussion
		References
	Chapter 18 Communicating Effectively with Patients Displaying Significant Negative or Resistive Coping Responses
		Introduction
		The Impact of Difficult Patient Encounters on Quality Care Outcomes
		Difficult Patients, Tasks, and Care Contexts
		Types of Difficult Behaviors and Their Underlying Meanings
		Special Considerations for Communicating with Depressed or Anxious Patients
		Monitor and Master Provider Reactions to Difficult Patient Behaviors
		Analysis
		Case Study: Angry and Aggressive Behaviors
		Case Study: Demanding and Dependent Behaviors
		Analysis
		Case Study: Complaining and Manipulative Behaviors
		Analysis
		Summary
		Discussion
		References
PART V Beyond Patient–Provider Encounters: Managing Communications Within and Across Relevant Constituencies
	Chapter 19 Communications Within and Across Health Care Provider Groups
		Introduction
		The Pervasive Nature of Groups
		Identifying Group Communication Problems
		Improving Communication in Health Care Teams and Work Groups
		Intergroup Problems
		Summary
		Discussion
		References
	Chapter 20 Conflict in the Health Care System: Understanding Communications and Resolving Disputes
		Introduction
		Conflicts and Communication
		Assessing One’s Conflict Management Style
		The Process of Conflict Resolution
		Steps in Conflict Resolution
		Communication Guidelines in Conflict Resolution
		Summary
		Discussion
		References
	Chapter 21 Family Dynamics and Communications with Patients’ Significant Others
		Introduction
		The Family—A Major Dynamic Constituency
		Families over the Course of Care Management
		Families, Illness, and Providers
		The Family and Caregiver Burden
		Summary
		Discussion
		References
PART VI Ethics and Communications in Health Care
	Chapter 22 Patient’s Rights to Informed Choice and Consent in Health Care Decision-Making
		Introduction
		Issues of Provider–Patient Privilege
		Informed Choice and Informed Consent
		The Legal Status of the Patient–Provider Relationship
		The Problems with Informed Choice and Informed Consent
		Summary
		Discussion
		References
	Chapter 23 The Privileged Nature of Patient–Provider Communications: Issues of Confidentiality, Anonymity, and Privacy
		Introduction
		The Sacrosanctity of Provider–Patient Communications
		Summary
		Discussion
		References
PART VII Transforming Health Care Through Changing Patient Behaviors and Systems of Care
	Chapter 24 Health Communications to Enhance Behavior Change
		Introduction
		Theoretical Frameworks and Models of Behavior Change
		Humanistic Psychology
		Social Learning and Social Cognitive Theory
		Theory of Reasoned Action and Theory of Planned Behavior
		The Health Belief Model
		Transtheoretical Model of Change
		Social Ecological Model
		Summary
		Discussion
		References
	Chapter 25 Altering Systems of Care to Enhance Health Care Communications
		Introduction
		Overview: Systems of Care
		System Characteristics to Enhance Health Care Communications
		Coordination of Care
		Continuity of Care
		Comprehensiveness
		Approaches to Providing Integrative Care
		The 3Cs and Integrated Health Delivery System Outcomes
		Summary
		Discussion
		Acknowledgment
		References
PART VIII Evidence Supports the Importance of Effective Communications
	Chapter 26 Bringing Health Care Provider Communication to the Patient, Not Patient to Provider
		Introduction
		Underserved Communities and Their Risk for Poor Access to Effective Communications
		Structure of Patient–Primary Care Provider Visits Influence Quality Communications
		Bringing Provider to Patient Meets Criteria for Quality Care and Health Promotion
		Prenatal HV Programs and Improvement in Prenatal Care and Birth Outcomes
		Summary
		Discussion
		References
	Chapter 27 Communications to Promote Behavior Change
		Introduction
		Summary
		Discussion
		References
	Chapter 28 Collaborative Care to Promote Treatment Adherence and Effective Mental Health Care
		Introduction
		The Nature of Chronic Illness and Care Requirements
		The Importance of Treatment Adherence in the Management of Chronic Illness
		Depression: A Prominent Chronic Illness in Need of CC
		CC Model: A Key to Improving Treatment Adherence and Quality of Depression Care
		Evaluation of the Impact of CC on Depression Care in Primary Care Settings
		Summary
		Discussion
		References
	Chapter 29 Communications for Advance Care Planning
		Introduction
		Guided Health Care Decision-Making
		SDM and ACP
		Compassion and Its Role in Advance Care Planning
		Skills to Assist Patients in Discussions of EOL Decision-Making
		Addressing Barriers to Communications About EOL: Decisional Conflict
		Minimizing Decisional Conflict Through Decision-Supporting Interventions
		Use of the Decisional Conflict Scale
		DAs Help Inform Patients and Families About EOLC Decisions
		Summary
		Discussion
		References
Glossary
Index