Healthcare Communication

Dedication......Page 6
Contents
......Page 8
Preface......Page 13
About the author......Page 15
Acknowledgements......Page 16
Part A - Getting started......Page 18
1 - Introduction......Page 20
Learning from you......Page 21
2 - Signposts for the journey through this book......Page 22
3 - The basic framework for working with patients......Page 24
Part B - The nature and importance of communication......Page 30
The basics......Page 32
Interaction......Page 33
The essentials in healthcare......Page 35
Different planets......Page 37
The purposes of communication......Page 38
The social urge......Page 39
What are we all looking for?......Page 40
Conclusion......Page 41
A tough life......Page 42
Asserting the need for change......Page 44
Revision, discussion and application (1)......Page 46
Part C - Aims and ideals in healthcare......Page 48
Pursuing a vision......Page 50
Coping with limits......Page 52
The stern face of professional ethics......Page 54
Transparency......Page 55
Does the truth hurt?......Page 56
Making choices about communicating the truth......Page 57
Making demands......Page 59
Authority and power in healthcare relationships......Page 60
Revision, discussion and application (2)......Page 62
Part D - Behind the scenes......Page 64
Interaction......Page 66
The interplay of personal and social factors......Page 67
First impressions......Page 69
Perception......Page 70
Personality and motivation......Page 71
Formative experiences......Page 72
The underlying script......Page 73
The influence of social and organisational values......Page 74
Conclusion......Page 75
Multiple factors beyond words......Page 76
Divergence......Page 78
Monitoring and moderating non-verbal behaviour......Page 80
Managing and using non-verbal communication......Page 81
Intelligent observation......Page 82
Touch......Page 83
Revision, discussion and application (3)......Page 86
Part E - Foundation knowledge and skills for effective communication......Page 88
Caring......Page 90
Helping......Page 91
Illuminating effects......Page 96
Listening......Page 97
Questioning......Page 99
Active listening, prompting, probing......Page 103
Explanation......Page 104
Summary......Page 106
Being a patient......Page 108
Self-image......Page 110
Patients and pain......Page 111
Bedside manner and home visiting......Page 113
Motivation......Page 116
Disclosure......Page 118
Attachment......Page 119
Revision, discussion and application (4)......Page 122
Part F - The complexity of humanity......Page 124
The impact and meaning of abuse......Page 126
Anger and angry patients......Page 128
Depression and other mental disorders......Page 134
Patients under stress and in crisis......Page 138
The worried well......Page 140
'Difficult’ patients......Page 142
Overview of diversity issues and responses to difference......Page 144
Topics......Page 146
Conclusion......Page 158
Revision, discussion and application (5)......Page 160
Part G - Working together......Page 162
The whole organisation addressing the whole person......Page 164
Consultations, tests and procedures......Page 165
Nurses’ special role in the care of patients – a model for healthcare......Page 169
The pharmacist’s special role in care of patients......Page 172
The great importance of non-medical personnel......Page 174
Resource triage......Page 178
Emergency and urgent care......Page 183
Financial and other constraints......Page 184
Rational allocation of resources......Page 185
Revision, discussion and application (6)......Page 188
Part H - Tough topics......Page 190
More harm than good?......Page 192
Quality, availability and accessibility of drug safety information......Page 193
Pharmacovigilance and error reporting......Page 197
Adherence......Page 198
Medication errors......Page 200
Expert patients......Page 203
Conclusion......Page 204
Essential and difficult......Page 206
Reaching agreement......Page 207
Conclusion......Page 210
Risk factors......Page 212
Risk: knowledge and attitudes......Page 213
Consult Dr Paling......Page 216
What to do......Page 218
Uncertainty......Page 221
Conclusion......Page 222
Sex and sexuality......Page 226
Gay, lesbian and transgender people......Page 228
Homosexuality and healthcare......Page 229
Conclusion......Page 231
Responding to death......Page 234
Being ready......Page 235
Loss and mourning......Page 237
Conclusion......Page 238
Revision, discussion and application (7)......Page 240
Part I - The broader communications picture......Page 242
Targeting/segmentation......Page 244
Audience......Page 245
Method or channel......Page 246
Feedback......Page 247
Benefits......Page 248
Structure and economy......Page 249
Emails......Page 250
Telephone......Page 252
Report writing......Page 255
Public speaking and presentations......Page 256
Design......Page 257
Conclusion......Page 259
Learning from patient dissatisfaction......Page 260
What to do......Page 261
Complaints policy......Page 262
Public relations (PR)......Page 263
The essence......Page 266
Active collaboration......Page 268
Conclusion......Page 269
25 - Notes on managing meetings......Page 270
The good, the bad and the sleepy......Page 276
Inspiration, engagement and interaction......Page 277
Revision, discussion and application (8)......Page 280
Appendix 1: Chapter notes and references......Page 282
Appendix 2: Useful books and websites......Page 302
Appendix 3: The Calgary–Cambridge consultation analysis......Page 308
Index......Page 314