COMMUNICATION:

Having good communication with patients/clients helps them in three main ways.
Good communication helps patients/clients feel at ease
It’s common for people who need health care services to feel anxious about their health, about
what tests and treatment they might have to undergo and about what the future holds for them. This
can sometimes lead them to speak out of character, perhaps being a bit rude or aggressive. Having
good communication with health care workers will reduce their anxiety and build their confidence.
Good communication helps patients/clients to feel in control
It’s easy for people to feel that they give up all control of their lives once they enter the health
system. If they’re in hospital, for instance, even simple everyday things they normally control, like
when they get out of bed, when they wash and when they eat, might be dictated by someone else.
Losing control can make people feel helpless and hopeless, which isn’t good for boosting their
chances of recovery from illness. But good communication can avoid these feelings – it can help
people to see that they still have a say and are still in charge of their own lives.
Good communication makes patients/clients feel valued
The most precious thing we can give to another person is our time. When we show we’re prepared
to lay aside all the other things we need to do to spend time with someone, to listen to them, get to
know them and understand how they are feeling, we’re showing that we really value that person.
Being able to communicate well helps us achieve this with patients/clients.
So let’s look at some of the methods of communication we can use to help patients/clients in these
important ways. We’ll look at communication issues with colleagues later in the programme,
in teamwork.
Communication is about much more than the words we say. The tone of our voice when we speak,
the attention we give to what the other person is saying, the messages we give out by the way we
move and position our bodies and the accuracy and clarity of what we write are also key elements
of good communication.
We’re going to look at five important communication aspects:

 listening and attending (including patient/family complaints)

 non-verbal
 verbal
 questioning
 written.
It’s important to remember that your communication abilities will develop as you gain experience
as a health care assistant. You’ll be communicating with patients/clients on a daily basis and
developing your skills as you do so, and you’ll also get the chance to observe more experienced
colleagues’ practice and learn from it.
It is estimated that the cost of poor communication to the NHS is over £1bn per year, and can
lead to poor adherence to medication regimens, repeat visits to clinics, disputes and ultimately
litigation (McDonald, 2016). Effective communication can:
  Enhance the patient experience;
 Reduce complaints;
 Increase nurses’ self-confidence, professional standing, career prospects and job
satisfaction and reduce stress.
Jones (2010) suggests that patients are less likely to remember technological interventions than
the communication and human interaction from health professionals and judge the quality of
their care by these markers. They have more confidence in health professionals who
communicate effectively, which in turn makes it more likely that treatment regimens are
followed or advice taken.

Effects of poor communication

Communication is defined as imparting or exchanging information, thoughts or ideas using
speech, writing, or some other medium such as signals or behaviour. Effective communication
protects patients from potential harm arising from misunderstandings. While communication
failures leading to serious harm - such as the wrong leg being amputated - are rare, even minor
shortcomings can have serious repercussions. For example, communication errors between
colleagues can result in nurses giving the wrong medication, or patients taking an incorrect dose
of the right one. Poor communication in an end-of-shift handover can result in patient harm if
important information is not passed from one professional to another.
Although no nurse would set out with the intention of communicating poorly, not everyone can
be a good communicator at all times. The Care Quality Commission’s 2016 Inpatient Survey
asked patients whether they received an answer they could understand when asking a nurse an
important question: 70% replied “yes, always”, an increase of four points since the 2006 and
2011 surveys, but a decrease of one percentage point from 2015 (CQC, 2017). Almost a third of
patients did not understand nurses’ explanations some or all the time. Communication with
patients can go wrong for a variety of reasons. Fig 1 illustrates typical factors that can have a
negative effect on communication.
Understanding patients’ needs
Communication failure, such as failing to introduce oneself, can occur when staff regard patients
as a series of symptoms and tasks rather than as people with social and emotional needs; this can
leave patients feeling dehumanised, while simple positive actions such as an explanation can
have huge beneficial effects (see case study in Box 1).
Box 1. Seeing the patient behind the task
“A hospital nurse told me she needed to take my blood pressure. She duly recorded the results in
my notes. Job done? No. She did not tell me the result, whether it was normal, or why it was
necessary. It didn’t occur to her that I might be relieved to hear: ‘Your blood pressure has
returned to the normal range’. What the nurse regarded as a task to be completed was an
opportunity to reassure a worried patient.”
Patients sometimes selectively process information, hear only what they want to hear, and
subconsciously reframe or over-simplify a message if they do not like its content. If your
message is not interpreted as planned, understanding where it went wrong and why can help you
to rephrase it so it is understood.
‘Teach-back’ is a useful technique to check patients’ understanding by asking them to summarise
a message they have been given in their own words; in doing this you are checking your capacity
to communicate, not the patient’s ability to understand. It is important to put yourself in your
patient’s shoes and anticipate how your message may be received. Try to imagine how you, or
someone close to you, might react and how the addition of a few reassuring words may prevent
needless worry for patients.
Coping with anxiety
It is natural to be nervous when having difficult conversations with patients or their relatives.
However, nervousness can have an adverse effect on communication, so you may forget to
introduce yourself or maintain appropriate eye contact; or it may cause you to blush, stutter or
frown – all of which will interfere with effective communication. Do not allow excessive
nervousness to destroy your confidence in yourself or patients’ confidence in you. If you are
nervous about a conversation with a patient or relative remember to:
 Identify what you need to tell the patient and the aim of the conversation;
 Take deep breaths before approaching the patient;
 Pay attention to your body language;
 Mentally rehearse your opening words – being fluent will put the patient at ease from the
outset.
Reflecting on the conversation afterwards using the communication checklist in Box 2 is also
helpful to improve your skills and confidence.
Reflection activity
Think about a recent shift and your interaction with patients and use Box 2 to reflect on how you
communicated with them. Identify scenarios where you communicate well and those where you
need to improve. Become conscious of your communication style and analyse your strengths and
weaknesses. Discuss these with your mentor or manager and identify your learning needs.

10 Essential Nurse Communication Skills for Success

Nurse communication skills are one of the most important components for career success. 
As a nurse, you are constantly communicating with colleagues as well as patients and their
families.   
In addition, you provide nurse-to-nurse communication in the form of reports. This and other
written nurse communication may be reviewed by others for accuracy, safety and even legal
issues. 
Because of this, possessing good nurse communication skills is extremely important. 
Below are 10 nurse communication skills you need to develop a successful career. 
1. Non-Verbal Communication
 You can communicate a powerful message without saying a word. Non-verbal nurse
communication skills include making eye contact and controlling the tone of your voice.
Appropriate body language, posture, and simply adding a smile can go a long way in nurse
communication with both patients and colleagues.   
2. Active Listening
 Listen to understand; not solely to respond—this is one of the best principles for active
listening. 
When speaking to a colleague or patient, lean forward and nod your head to let them know you
are engaged. Maintain eye contact. 
Carry your body in a relaxed posture; do not cross your arms
3. Personal Relationships
With practice, you can learn to show care, compassion, and kindness while obtaining and
providing information to patients. 
You must be able to demonstrate a level of interest in the collaborative relationship. This will
help the patient feel accepted and build their trust in you.
4. Inspire Trust
Always keep your word. Never make promises you may not be able to keep. When you are with
a patient, be present. 
Listen to your patients and take all their complaints or concerns seriously.
5. Show Compassion
Treat patients with respect and dignity. Being in the hospital can be scary. 
Patients may feel depressed, helpless or even frightened. Put yourself in the shoes of your
patient. Doing so will help you convey empathy while using your nurse communication skills.
6. Cultural Awareness
 Every patient is unique. They may come from different countries, cultures or religions. 
Common practices and gestures are not accepted by all cultures. Consider your actions and strive
for cultural awareness every time you communicate with a patient. 
7. Educating Patients
This nurse communication skill is at the heart of nursing. You must be able to explain disease
processes, medications, and self-care techniques to patients and their families. 
Break down medical jargon into simple terms. Education should be collaborative. Ask patients
questions and use teach-back techniques when possible.
8. Written Communication
This is essential for nurse-to-nurse communication. Always ensure your written communication
is concise and easy to understand. 
Write in complete sentences that are grammatically correct. Only use approved abbreviations and
terminology that is universal.
9. Presentation Skills
Nurses in leadership positions are not the only ones who need this skill. You may be asked to
present to nurses or other staff members on a small or large scale. 
Plan your message. Create pleasing visual aids that add value to the presentation. Know your
audience and understand what they want from your presentation.

10. Verbal Communication

Verbal nurse communication skills are of the utmost importance. Always consider your
audience. 
Speak in clear, complete sentences and consider your tone when speaking.
Nurse communication skills are indispensable to your success as a nurse, and with practice, you
can become a nurse communication expert