Satpathy and Mohapatra (2012) on communication

Satpathy and Mohapatra (2012) on communication

Communication is a fundamental skill in healthcare settings that, if performed, competently and efficiently creates an environment of trust between the patient and the healthcare team. Although difficult to master, communication and interpersonal skills for nurses are essential. Communication can be defined as the exchange of information between an individual or a group of people sending and receiving it through writing, speaking, or by using other mediums. Nurses exchange information with people with varying social, cultural, and educational backgrounds. When communicating with patients and their families, it must be clear, valid, professional, and caring because it has a significant influence on patient outcomes. According to Satpathy and Mohapatra (2012), communication is not just about words but involves sharing meaning, emotions, feelings, and attitudes. For instance, there are instances when a patient may be unable to speak or advocate for themselves and, therefore, need a nurse to speak for them.

In nurses’ professional roles, they are regularly exposed to other human beings who may not share the same cultural background. In such situations, interpersonal communication skills play an essential role in creating a positive exchange. Nurses need to consider how other cultural groups communicate by honoring diversity and respect and applying the principles of equality and dignity. It means nurses are well-positioned to utilize effective interpersonal communication to support a patient’s emotional, psychological, and spiritual development. The use of effective interpersonal communication may promote patient wellness, reduce stress, and improve the patient’s overall quality of life.

Well-polished communication skills alone are inadequate if the central idea of the relational association goes unacknowledged. The essential factor, in the nursing setting, is the connection between nurse and patient, colleague, or carer. We are probably not going to impart without some relationship, regardless of whether through written information or poster. Building relationships is essential, especially where there is a goal to identify with people who might be known or by being close to an individual in a bed or seat, which may be suffering and in need of support. Others may require a lifesaving intervention or information to help in preventing further deterioration of a health-related issue.

Essential communication skills include language, veracity, active listening, and having a sense of humor in the context of a healthcare relationship. Barriers to adequate and equitable healthcare may be caused by the linguistic difference between the patient and the healthcare team. The language used by healthcare professionals holds the key to empowering the patient. For instance, patients may be speaking a language that the nurses may not understand and vice versa. At the same time, nurses may face challenges when working with culturally and linguistically diverse patients. Language discrepancies may increase psychological stress and significant communication errors for depressed and anxious patients. At the same time, when communicating the details of treatment, healthcare professionals are required to convey the information as accurately as possible and keep the patients informed about the risk factors involved with the diagnosis or treatment. Failure to communicate the diagnosis and the seriousness of the risks involved can have negative consequences. One of the effects is the failure to comply with instructions or an inability to choose a potentially lifesaving treatment. Rather than making a communication task or nurse focused, it should be patient-centered. Time spent building up this crucial relationship is a venture and is often a precious commodity. Wards with patients that frequently calls for the need of nurses are the norm in most acute care settings, and time the nurses spend in understanding the patient’s needs is vital.

In such a circumstance, it is vital to provide bilingual service to empower patients to express their care preferences. For instance, Mrs. Wang speaks Mandarin and a bit of English but is only comfortable speaking in Mandarin that the nurses do not understand and, therefore, need assistance to convey what the patient is saying. The nurses exclusively rely on Mrs. Wang’s two sons to interpret Mrs. Wang’s communications. Such a care setting does not uphold a high level of dignity since language is a critical factor in enhancing the feeling of unity and belonging. The hospital needs to employ bilingual speakers who are likely to have mastered Mandarin and English.

Another important skill is active listening. When a healthcare team wants to determine the nature of intervention, a patient needs she needs to improve her listening skills. To improve the relationship between a nurse and a patient, the nurse must be honest, caring, open, and warm. Excellent active listening skills helps the patient to feel more comfortable and remain focused for subsequent diagnosis or treatment action. It ensures that everything that the patient is saying is received and understood by the nurse. Active listening is not just about receiving information conveyed by the patient but also the patient’s underlying thoughts and feelings which might be expressed by their body language or what they choose not to say. Patients would prefer healthcare professionals who listen to them more than anything else during their care journey. Patients who believe that the nurse is listening to what they are conveying have an overall sense of well-being and satisfaction with the healthcare experience.

But how can nurses improve their active listening skills? The ability to withhold assumptions is key to successful listening. When people withhold their premises, they are less likely to jump to conclusions, almost demonstrate a genuine interest in the person they are listening to, and always try to empathize with their position. Nurses and other healthcare professionals must prevent any personal prejudices they may hold against a patient to detract them from delivering the highest quality healthcare. While actively listening to patients, nurses must also maintain professional boundaries. If the professional boundaries are crossed, there are chances that a patient may lose trust and confidence in the nurse. Healthcare professionals should encourage patients to be deliberate and make choices through shared decision-making as well as treating every patient with dignity and respect, thus upholding patient autonomy. Demonstrating active listening, spending appropriate time with patients, being compassionate, and helping to advise patients and resolving their problems contributes to building a trusting, respectful relationship. In the case of Mrs. Wang and her sons, the healthcare team should spend time with them, understand their position regarding the kind of healthcare they need, offer advice, and try to create a trusting and respectful relationship. These are some of the elements required in treating patients with dignity.

Another essential skill is veracity. It is defined as the obligation to tell the truth and not engage in any activity or communication that may constitute lying. Nurses have to say to the patient and her next of kin the truth about their medical situation and treatment options available. The healthcare team must tell the patient the truth about the diagnosis, the type of treatment available for the condition, benefits and challenges of each treatment option, the amount the patient might incur in treating the condition, and the longevity afforded by the treatment option selected. Veracity is what binds the healthcare team and patients as they seek to establish complementary treatment goals. With the information, a patient is empowered and can use their autonomy to make decisions in their interest. In Mrs. Wang’s case, the nurse must tell the patient the truth about the nature of the diagnosis, whether it is terminal or the patient has chances of recovery. It is not only a way of respecting Mrs. Wang’s dignity but also ensure that everyone is involved in the decision-making process to provide the patient with the best treatment option.