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Chapter 5: Health Care Communication

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Chapter 16: Health Care Communication

Communicate and Work Effectively in Health. Communication What is communication? What is communication? Communication is the process of transferring information.

© 2011 National Safety Council 4-1 COMMUNICATION LESSON 4.

Chapter 4 The Nurse-Client Relationship. 4-2 Copyright 2004 by Delmar Learning, a division of Thomson Learning, Inc. Communication  Communication is.

1.02 Understand effective communication. Journal Prompt #1 How do you communicate? Do you like to talk? Are you a good listener? What makes you a good.

1.02 Understand effective communication

Verbal & Non-Verbal Communication Active & Passive Listening

Foundations of Communication. Communication is the act of transmitting –Exchange of information using words –Includes both the spoken and written word.

Copyright © 2008 Delmar Learning. All rights reserved. Unit 7 Communication Skills.

1.02 Factors that affect communication

A prescription for understanding Don’t be a dodie bird.

Copyright © 2008 Delmar Learning. All rights reserved. UNIT 7 COMMUNICATION SKILLS.

Foundations of Communication. Communication is the act of transmitting –Information communicated –A verbal or written message –A process by which information.

Active Listening Listening carefully to what the speaker is saying, without judgment or evaluation. Listening to both the content of the message as well.

Healthcare Communications Shannon Cofield, RDH. Essential Question How can communication affect patient care?

Effective Communication. Verbal Non-verbal Spoken words Written communication Facial expressions Body language touch Communication: exchange of information,

Foundations of Communication & Effective Meetings.

Moonzarin Haider Jordan Bresenhan Jordan Bounds Alexis Chaloupka Maryam Shuaib.

Health Team Relations 1st & 2nd Block Instructor: Melissa Lewis

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12+ Free Healthcare PowerPoint Templates

Health is one of the most basic needs of every human. And as such, there are many projects related to it. Whether it is to promote your health-related industry or to discuss a new health insurance option for your employees, a nice presentation will make sure that you get your message across. These free healthcare PowerPoint templates are a great option to impress your audience and take your presentation to the next level.

Free Healthcare PowerPoint Templates

The free healthcare PowerPoint templates that you’ll find in this section are all related to the medical industry. Explain your services, medical terms, and raise awareness about specific topics with these amazing designs!

Medical PowerPoint Template

This beautifully designed free healthcare PowerPoint template has all the tools you might need for a medical presentation. It has slides you can use to showcase different procedure options or different service tiers. It has several text slides so you can easily add any messages you find convenient. And it also includes healthcare-themed graphs to add some data.

Health Care PowerPoint Template

Healthcare can include many factors. That’s why this incredibly complete presentation will help you cover them all. Designing a healthcare-themed PowerPoint presentation all on yourself can be pretty challenging, but luckily this one is completely free for you to download! It has a blue-and-grey color theme that will make your presentation pop-up while still looking professional. And the healthcare-related icons in every slide will help you convey more efficiently your message.

Telehealth PowerPoint Template

The COVID-19 pandemic has made clear how important remote services can be. The development of current technologies has helped change radically many industries, and the medical industry is no exception! Get access to new patients, train your staff in the new protocols, and educate your clients on how to take advantage of all these new options with this free healthcare PowerPoint template.

Creative First Aid Template

First Aid is an outstanding knowledge to have. Even if you’re not sure when it could become handy, it’s always better to be cautious! This free first aid PowerPoint template is perfect for giving your team a crash course. Its eye-catching design, based in a red color palette and healthcare-related images and icons, will make sure that your audience focuses all its attention on such an important topic.

Heart Disease Prevention PowerPoint Template

According to the American Heart Association and the World Health Organization, heart diseases are the no.1 cause of death globally . Over 17 million lives are lost every year thanks to cardiovascular complications. That’s why conveying awareness about this topic is so important. Use this free healthcare PowerPoint template to share risk factors, heart-related data, and cardiovascular disease statistics.

Mental Health Awareness PowerPoint Presentation

Mental health is very important, even if its a topic not talked about very often. Luckily, nowadays more and more people in the medical industry are putting emphasis on it. If you’re thinking about implementing a mental health program or maybe just addressing the topic to create a more positive workplace, then this free healthcare PowerPoint template is perfect for you!

Other Free Healthcare-Related PowerPoint Templates

There are many other aspects related to healthcare beyond strictly medical issues. Exercise, nutrition, and lifestyle can all play a huge role in feeling good and staying healthy. The free PowerPoint templates in this section will help you give your audience a more well-rounded look at what healthcare means.

Nutrition PowerPoint Template

Good nutrition is the base of a healthy lifestyle! This free healthcare-related PowerPoint template is great if you’re working on a presentation to educate your audience about healthy eating habits. Its graphs and icons will also help you show data and facts about nutrition. And its mouth-watering images of food will help you showcase healthy recipes.

Organic Food Store PowerPoint Presentation

Just like the previous free healthcare PowerPoint template, this one is all about the food! Organic, non-processed food has become more and more important to keep the body natural defenses up, and this template is perfect for showing it. Its green color theme fits perfectly its design and showcases fresh and healthy food.

Playful Environmental Slides Deck Template

The environment plays a huge role in our everyday health. Contamination rates are becoming more and more alarming. At the end of the day, taking care of the environment is also taking care of ourselves, and that’s why we included this free PowerPoint template in our healthcare bundle. Use it to show your audience what they can do to help the environment and what healthy habits they can develop to become more environmental-friendly.

Workout Program PowerPoint Template

Staying active is a huge part of being healthy. If you’re someone on the fitness and wellbeing industry, you must know how much good a little exercise can do. Use this free PowerPoint template to plan workout routines, set fitness goals, or even just talk about the importance of exercise. Its slides will help you show different difficulty levels and different disciplines for an incredibly complete presentation.

Playful Yoga PowerPoint Template

Yoga has gained popularity in the last years and is now recognized as one of the most effective ways to stay healthy and in shape. You can use this PowerPoint template to highlight the benefits of yoga and how to start practicing it. These slides are great to show different disciplines of Yoga, and even different positions and exercises. Your audience will surely leave your presentation thinking about starting yoga classes the very next day!

Hand Hygiene PowerPoint Template

This presentation is one of our best free PowerPoint Templates for 2020. And it’s no wonder why! With the COVID-19 pandemic, highlighting the importance of hand hygiene is more relevant than ever. We use our hands all day long for all types of activities, so it’s no surprise that it’s one of the most common ways to transmit viruses. Use this free healthcare PowerPoint template to remind your team of your health protocols to protect each other.

Did any of these free healthcare PowerPoint templates catch your eye? If not, you can always look for more on our Templates by 24Slides platform. You’ll find presentions templates for pretty much any topic you could ever think of. And the best is that they all are completely free! Register and download all the templates you want in seconds.

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Healthcare And Communication PowerPoint Templates & Google Slides Themes

Unlock your presentation potential: explore our collection of professionally crafted free and premium powerpoint templates and backgrounds for instant download, sbar technique model diagram, people-process-technology model presentation template, umbrella diagram, first aid box and medical supplies powerpoint template, employee value proposition pyramid, case history powerpoint template, pediatrist powerpoint template, shower powerpoint template, internet medicine powerpoint template, child outstretched hand powerpoint template, group therapy cover slide, smart city infographic, 2 human heads infographic, medical infographics presentation template, mental health counseling - powerpoint template, do and don’t presentation template, download free and premium healthcare and communication powerpoint templates.

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Are you looking for professionally designed, pre-formatted Healthcare And Communication PowerPoint templates so you can quickly create presentations? You've come to the right place - PoweredTemplate has created these templates with professionals in mind. At PoweredTemplates, we understand how busy you are and how you love to save time.

That's why we've created a set of PowerPoint design templates with a Healthcare And Communication theme. These Healthcare And Communication PowerPoint templates are a great choice for a wide variety of presentation needs. Spend your time wisely - download the Healthcare And Communication PowerPoint Templates today.

Healthcare And Communication PowerPoint Presentation Themes FAQ

What are healthcare and communication powerpoint templates.

A PowerPoint template is a pattern or blueprint for your slides that you save as a .pptx or .potx file.

All the Healthcare And Communication PowerPoint templates are natively built in PowerPoint, using placeholders on the slide master, color palettes, and other features in PowerPoint, and can contain layouts, theme colors, theme fonts, theme effects, background styles, and even content (according to Microsoft Office).

How to choose Healthcare And Communication PowerPoint templates for presentations?

Choose after carefully studying the template features and viewing the big preview images. All the product information is on the product page in the description and a list of the features can be found in the horizontal scrolling bar under the Download button. You may download a few free templates before making the final decision.

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A daily dose of communication to improve quality and safety outcomes.

Halm MA. A daily dose of communication to improve quality and safety outcomes. Am J Crit Care. 2024;33(4):305-310. doi:10.4037/ajcc2024318.

High-reliability organizations are built on elements that reduce hierarchy, improve communication, and recognize expertise in team members during times of crisis. This summary of the literature explores evidence supporting the use of huddles to enhance transparency and information sharing. It provides a sample structure for HRO huddles at the unit level.

Hospital nurse staffing and patient mortality, emotional exhaustion, and job dissatisfaction. October 26, 2005

Vital signs are still vital: instability on discharge and the risk of post-discharge adverse outcomes. August 31, 2016

Better nurse staffing is associated with survival for Black patients and diminishes racial disparities in survival after in-hospital cardiac arrests. December 9, 2020

Tying up loose ends: discharging patients with unresolved medical issues. July 11, 2007

Association of nurse engagement and nurse staffing on patient safety. August 29, 2018

Telehealth. October 25, 2017

Factors influencing a nurse's decision to question medication administration in a neonatal clinical care unit. June 29, 2016

The quality of hospital work environments and missed nursing care is linked to heart failure readmissions: a cross-sectional study of US hospitals. March 4, 2015

The need to include assisted living in responding to the COVID-19 pandemic. May 20, 2020

Optimizing Pediatric Patient Safety in the Emergency Care Setting. October 19, 2022

Effect of interventions to improve safety culture on healthcare workers in hospital settings: a systematic review of the international literature. May 22, 2024

Improving situation awareness to advance patient outcomes: a systematic literature review. March 6, 2024

Application of "Human Factor Analysis and Classification System" (HFACS) model to the prevention of medical errors and adverse events: a systematic review. February 7, 2024

What and when to debrief: a scoping review examining interprofessional clinical debriefing. January 24, 2024

Incivility in healthcare: the impact of poor communication. August 2, 2023

Support methods for healthcare professionals who are second victims: an integrative review. July 27, 2022

Patient safety over power hierarchy: a scoping review of healthcare professionals' speaking-up skills training. June 10, 2020

Impact of multidisciplinary team huddles on patient safety: a systematic review and proposed taxonomy. May 6, 2020

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Reducing Handoff Communication Failures and Inequities in Healthcare

Studies from MD Anderson and NYC Health + Hospitals featured in August 2024 issue of The Joint Commission Journal on Quality and Patient Safety Thursday, August 22, 2024

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(OAKBROOK TERRACE, Illinois, August 22, 2024) – Inspiring studies related to two common sources of adverse events in healthcare – handoff communication failures, and bias and inequities in care – are featured in the August 2024 issue of The Joint Commission Journal on Quality and Patient Safety (JQPS).

Handoff Communication Failures

Communication failures are among the most frequent causes of harmful medical errors. An estimated 67% of communication errors relate to handoffs (the time when patient care responsibility transitions from one provider to another).

A research team at The University of Texas MD Anderson Cancer Center, Houston, implemented an organization-wide initiative to improve handoffs and implement an evidence-based handoff tool across all inpatient services. I-PASS stands for illness severity, patient summary, action list, situational awareness and contingency planning, and synthesis by receiver. The I-PASS tool, designed to standardize handoff documentation, was built into the electronic health record (EHR).

Staff received training on the tool and compliance was monitored using a customized dashboard. Champions were responsible for the rollout of I-PASS in their respective services. Pre- to post-pandemic results improved: Handoff adherence increased from 41.6% in 2019 to 70.5% in 2022, and safety culture scores on handoff favorability rose from 38% in 2018 to 59% in 2022.

Bias and Inequities in Care

Adverse events occur in almost one out of every four hospital admissions, with a quarter of cases identified as preventable. Root cause analysis teams in healthcare systems across the country investigate adverse events, identify root causes and devise corrective action plans. However, few frameworks exist to incorporate equity into this event analysis.

A quality improvement initiative introduced equity tools during a two-hour interactive, case-based training across 11 acute care facilities at NYC Health + Hospitals, New York. The training featured a visual aid, referred to as the Patient Equity Wheel, which facilitated comprehensive and robust health equity discussions. The Patient Equity Wheel compiles a list of equity categories, including internal, external, and organizational dimensions of equity.

A pre- and post-survey assessed knowledge and comfort embedding equity in patient safety event analysis, and measured discomfort or distress during the training. Findings revealed an increase in participant knowledge and level of comfort after training. Post-training feedback noted that tools were being used across the system in various stages of event analysis and improved health equity conversations.

“These two studies from the August 2024 issue of The Joint Commission Journal on Quality and Patient Safety should inspire hospital leaders working to prevent patient harm, whether by strengthening handoff communications or embedding equity into root cause analysis,” says Elizabeth (Liz) Mort, MD, MPHA, vice president and chief medical officer, The Joint Commission. “These institutions are making real-world changes to help improve patient safety and quality of care for all patients. I hope others follow their lead.”

Also featured in the August issue are:

• An Interview with Eduardo Salas, PhD (individual recipient of 2023 John M. Eisenberg Patient Safety and Quality Award)
• Screening and Intervention to Prevent Violence Against Health Professionals from Hospitalized Patients: A Pilot Study (Tufts Medical Center, Boston)
• Evaluating Real-World Implementation of INFORM (Improving Nursing Home Care through Feedback on Performance Data): An Improvement Initiative in Canadian Nursing Homes (cohort of 26 nursing homes in British Columbia, Canada)
• Improving Appropriate Use of Peripherally Inserted Central Catheters Through a Statewide Collaborative Hospital Initiative, a Cost-Effectiveness Analysis (The Michigan Hospital Medicine Safety Consortium, Ann Arbor, Michigan)
• Standardizing the Dosage and Timing of Dexamethasone for Postoperative Nausea and Vomiting Prophylaxis at a Safety-Net Hospital System (Case Western Reserve University—MetroHealth System, Cleveland)
• Racial/Ethnic Disparities in Peripartum Pain Assessment and Management (Cedars-Sinai Medical Center, Los Angeles)

For more information, please visit the JQPS website .

Note for editors

The articles are “ Enhancing Implementation of the I-PASS Handoff Tool Using a Provider Handoff Task Force at a Comprehensive Cancer Center ,” by Maria C. Franco Vega, MD; Mohamed Ait Aiss, ME; Marina George, MD; Lakeisha Day, DMSc, PA-C; Anayo Mbadugha, DMSc, PA-C; Katie Owens, MBA, MHA; Colin Sweeney, BS; Son Chau, BA; Carmen Escalante, MD; and Diane C. Bodurka, MD, MPH and “ A System-Wide Strategy to Embed Equity into Patient Safety Event Analysis ,” by Komal Chandra, PhD; Mariely Garcia; Komal Bajaj, MD; Surafel Tsega, MD; Joseph Talledo, MS; Daniel Alaiev, BBA; Peter Alarcon Manchego, MD; Milana Zaurova, MD; Hillary Jalon, MS; Eric Wei, MD; and Mona Krouss, MD. The article appears in The Joint Commission Journal on Quality and Patient Safety (JQPS), volume 50, number 8 (August 2024), published by Elsevier.

The Joint Commission Journal on Quality and Patient Safety

The Joint Commission Journal on Quality and Patient Safety (JQPS) is a peer-reviewed journal providing healthcare professionals with innovative thinking, strategies and practices in improving quality and safety in healthcare. JQPS is the official journal of The Joint Commission  and Joint Commission Resources, Inc . Original case studies, program or project reports, reports of new methodologies or the new application of methodologies, research studies, and commentaries on issues and practices are all considered.

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PUBLIC HEALTH COMMUNICATIONS MGR-SES - 64006329

PENSACOLA, FL, US, 32501

The State Personnel System is an E-Verify employer. For more information click on our  E-Verify Website .

Requisition No: 835979 

Agency: Department of Health

Working Title: PUBLIC HEALTH COMMUNICATIONS MGR-SES - 64006329

 Pay Plan: SES

Position Number: 64006329 

Salary:  $64,740.00 

Posting Closing Date: 08/26/2024 

Total Compensation Estimator  Tool

INTERNAL ADVERTISEMENT OPPORTUNITY

Applicants accepted only from current Department of Health employees (includes OPS, Career Service, SES, and SMS employees). Applicants will not be accepted from outside of the department.

This is a highly independent and professional, supervisory position in the Community Health Education, Nutrition and Public Health Preparedness Division (CHEN) requiring knowledge of both marketing and public health practices. This position spends the majority of the time engaged in supervisory responsibilities. This includes communicating with, motivating, training, and evaluating employees in addition to planning and directing employees’ work. The incumbent has the authority to hire, transfer, suspend, lay off, recall, promote, discharge, assign, reward, or discipline subordinate employees or effectively recommend such action. The incumbent will also be required to develop performance expectations, meet with staff regularly to discuss performance, complete performance reviews, maintain vacation and work schedules, ensuring proper coverage, and complete timesheets. The position is responsible for a variety of activities including branding and marketing of agency initiatives and programs, public health intervention design and implementation, developing and managing content for the Escambia County Health Department (Escambia CHD) external and internal website, leading organizational quality improvement activities, and implementing health education and wellness events or initiatives. Will serve as the public information officer for the agency. All work is carried out under the supervision of the Asst County Health Dept Director-HLTH. Travel may be required.

MARKETING & PROMOTION : Conduct foundational research and analyses for use in the development of social marketing campaigns. Conduct and document research, analyses, and audience assessments related to marketing goals. Produce a master calendar for Escambia CHD messages and campaigns. Develop health message campaigns for the CHEN division and other divisions as requested. Work with local advertisers to ensure the final product is technically correct, effective for the target audience and delivered on time. Assist in the planning and implementation of designated community-wide health events. Assist in the strategic planning process.

PUBLIC INFORMATION OFFICER : Serve as the primary Public Information Officer (PIO) for Escambia CHD. Complete all training required and participate in statewide PIO conference calls. Assure information provided to the public is accurate and approved through established channels. Monitor media outlets, including social media, as needed to ensure timely and accurate communications. Write editorials and press releases. Create and coordinate digital content postings for FDOH website and social media account(s). Develop content for production of videos for the public on a variety of health topics. Field media inquiries and coordinate responses. Serve shifts at the Emergency Operations Center, as assigned.

INTERNAL & EXTERNAL COMMUNICATIONS : Assess informational needs of the community and identify effective tactics for delivering information. Prepare an annual report to include significant activities and accomplishments in each division; manages local agency quality improvement plan and related activities. Assist in the planning and implementation of designated community-wide health events. Assist with assessing, developing, and implementing plans that impact internal communications and operations. Lead internal communications, including Cascade Communications meetings and Escambia Health Performs.

WEBSITE & BRANDING : Prepare charts and other graphics for grants, business plans, organization profiles and other agency documents. Provide consultation services to ensure local agency’s compliance with Florida Department of Health (FDOH) brand guidelines. Serve as a back-up web manager for Escambia CHD. Maintain the agency website using template and platform provided by FDOH.

HEALTH EDUCATION SUPPORT : Assist staff in developing presentations for the public. Provide consultation services to ensure local agency’s compliance with FDOH brand guidelines. Deliver presentations or participate in health select education outreach events.

COMMUNITY HEALTH ASSESSMENT AND PLANNING : Works collaboratively with community partners to prepare a community health assessment and improvement plan. Provides technical assistance to community workgroups completing Community Health Improvement Plan (CHIP) action plans.

COMMUNITY ENGAGEMENT: Oversees the preparation and submittal of reports for statewide initiatives. Identifies, initiates, and strengthens relationships with various community stakeholders; Implements meetings, surveys, and other means of communication with the community on Escambia CHD initiatives. Attends community meetings on behalf of Escambia CHD as a community liaison. Active participant with Achieve Healthy EscaRosa (AHER).

LIFELONG LEARNING/PROFESSIONAL DEVELOPMENT.

OTHER DUTIES AS ASSIGNED.

Required Knowledge, Skills, and Abilities:

Proficient in Microsoft office suite, composition of media/press materials, knowledge of public health and health education principles, capacity building, written and oral delivery of information, principles, and marketing.

Qualifications:

Preferred - Master's degree, one (1) or more years experience in creating health educatioon, health communication, or other health related materials, planning and implementing health education marketing programs, crafting and maintaining Department of Health Foundational Plans, planning, implementing, and evaluating health education programing, working with organizational accreditation, and crafting Quality Improvement (QI) projects.

Florida Department of Health Mission, Vision, and Values:

To protect, promote & improve the health of all people in Florida through integrated state, county & community efforts.

To be the  Healthiest  State in the Nation.

I  nnovation: We search for creative solutions and manage resources wisely.

C  ollaboration: We use teamwork to achieve common goals & solve problems.

A  ccountability: We perform with integrity & respect.

R  esponsiveness: We achieve our mission by serving our customers & engaging our partners.

E  xcellence: We promote quality outcomes through learning & continuous performance improvement.

Where You Will Work:

1295 West Fairfield Drive; Pensacola, FL  32501

The Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits including:

• Annual and Sick Leave benefits;
• Nine paid holidays and one Personal Holiday each year;
• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options;
• Retirement plan options, including employer contributions

(For more information, please click  www.myfrs.com );

• Flexible Spending Accounts;
• Tuition waivers;

For a more complete list of benefits, including monthly costs, visit  www.mybenefits.myflorida.com .

Please be advised:

Your responses to qualifying questions for this position must be verifiable by documentation provided through the electronic application process.  

This position requires a security background check and/or drug screening and participation in direct deposit. Any misrepresentations or omissions will disqualify you from employment consideration. Note: You will be required to provide your Social Security Number (SSN) in order to conduct this background check Successful completion of a drug test is a condition of employment for safety-sensitive positions.

Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS. For more information, please visit the SSS website:  http://www.sss.gov 

If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida.  Your current retirement benefits may be canceled, suspended, or deemed ineligible depending upon the date of your retirement. 

The successful candidate will be required to complete the Form I-9 and that information will be verified using the E-Verify system.  E-Verify is operated by the Department of Homeland Security in partnership with the Social Security Administration to verify employment eligibility.   

Incumbents may be required to perform emergency duty before, during, and/or beyond normal work hours or days.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace. 

Applicants requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-877-562-7287). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation. 

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act. 

Florida has the third largest population of veterans in the nation with more than 1.5 million service men and women.  The Florida Department of Health (department) is committed to serving members of the United States Armed Forces, veterans, and their families by encouraging them to apply for vacancies that fit their area of knowledge and/or expertise.  Through the Department's VALOR program, which expedites licensing for military veterans, the Department also waives initial licensing and application fees for military veterans who apply for a health care professional license within 60 months of an honorable discharge. These initiatives help ensure that the transition from military service into the workforce is as smooth as possible and reflects our appreciation for the dedication devoted to protecting our country.    

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

Nearest Major Market: Pensacola

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For assistance, call the People First Service Center at (877) 562-7287 Monday - Friday, 8:00 a.m. to 6:00 p.m., Eastern time

• Financial education
• Go to usbank.com

News details

U.s. bank acquires healthcare payments platform salucro healthcare solutions.

Acquisition further expands bank’s focus on healthcare industry

MINNEAPOLIS--(BUSINESS WIRE)-- U.S. Bank, lead bank of U.S. Bancorp (NYSE: USB), has acquired Salucro Healthcare Solutions LLC. The Tempe, Arizona-based company provides healthcare financial technology, focused on patient payments and billing.

Founded in 2004, Salucro is a market leader in providing online billing and payments offerings for healthcare providers across the United States. Salucro had previously been a partner of Elavon, the merchant acquiring unit within U.S. Bank. U.S. Bank initially invested in Salucro in 2022, and Salucro's platform is sold through Elavon as MedEpay.

“U.S. Bank is a leader in providing banking and payments services to the healthcare industry, making it easier for providers and patients to focus on what’s most important to them,” said Shailesh Kotwal, vice chair of U.S. Bank Payment Services. “Salucro’s robust billing and payment platform is an ideal complement to offerings we provide throughout U.S. Bank and Elavon.”

This acquisition builds on the bank’s more than a century of service to healthcare-focused clients. U.S. Bank today provides a broad range of banking and payment services to healthcare organizations, including hospital systems, insurers, medical equipment manufacturers and medical, dental, and veterinary practices. The bank’s healthcare experts focus on delivering innovative solutions to help clients of all types and sizes meet their financial, operational, and investment goals – so they can focus on their core mission of serving patients.

The Salucro team members are now employees of U.S. Bank, and will integrate into Elavon, one of the largest payments processing companies globally.

The acquisition closed on Aug. 21, 2024. Financial terms are not disclosed.

For more about U.S. Bank’s healthcare offerings, please click here .

About U.S. Bancorp

U.S. Bancorp, with more than 70,000 employees and $680 billion in assets as of June 30, 2024, is the parent company of U.S. Bank National Association. Headquartered in Minneapolis, the company serves millions of customers locally, nationally and globally through a diversified mix of businesses including consumer banking, business banking, commercial banking, institutional banking, payments and wealth management. U.S. Bancorp has been recognized for its approach to digital innovation, community partnerships and customer service, including being named one of the 2024 World’s Most Ethical Companies and Fortune’s most admired superregional bank. Learn more at usbank.com/about.

Deposit products are offered by U.S. Bank National Association. Member FDIC.

Services may be subject to credit approval. Eligibility requirements, restrictions and fees may apply. See a business banker for details.

Joe Rauch, U.S. Bank Public Affairs & Communications [email protected]

Benefit Educator

Remote , nationwide.

• Remote, Nationwide
• Opening on: Aug 21 2024
• Total Benefit Communications

Total Benefit Communications  (TBC), an Ascensus® company, specializes in employee benefit communication and education services throughout the United States. Our highly qualified professionals help companies meet their enrollment goals efficiently and effectively, while ensuring employees understand their plan, health and wellness benefits, appreciate their options, and prepare for a healthy future and a comfortable retirement.

Group Health and/or Medicare Responsibilities/Skills Required

• Minimum 5 years’ experience collaborating with employees/retirees on all aspects of their health plan and/or ancillary benefits.
• Educate employees on all aspects of their plans via presentations, benefit fairs and webinars.
• Be knowledgeable of the employee benefits/Medicare industry including recent industry updates/legislation/changes, etc.
• Establish and maintain good, professional relationships with TBC’s client companies’ contacts.
• Be comfortable presenting to small and medium size groups of people including Q&A sessions.
• Complete client company required certifications, if applicable (Medicare Only)

401(k) Responsibilities/Skills Required

• Minimum 5 years’ experience working with retirement plans.
• Educate employees on all aspects of their 401(k) or other qualified retirement plan via presentations, benefit fairs and webinars.
• Coordinate with client contacts to gain knowledge of their plan offerings, prepping and meeting with contacts.

Requirements for Group Health and/or 401(k)

• 5+ years of experience explaining employee benefits with a background in benefits.
• Have an active residential Health/Accident/Sickness state insurance license (Medicare Specific)
• Ability to occasionally move boxes of training materials up to 20lbs and present in person for extensive periods of time.
• Ability to travel for assignments.

For additional information on Total Benefit Communications, please visit our website at www.benefitprojects.com

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.

For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual work space and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 25 MBps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying.

At Ascensus, we aspire to make a difference for others. We are a technology-enabled services company that helps people save for a better future through our network of institutional, financial advisor, and state partners. Our culture is guided by sound principles, is committed to high standards, operates with transparency, and welcomes diversity—housed within our Core Values: People Matter. Quality First. Integrity Always.®

Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other protected category in accordance with applicable federal, state, or local laws (“Protected Status”).

By providing my contact information to Ascensus, I agree that Ascensus or its service providers may email, call or send me text messages about career related opportunities.  I acknowledge that listing my cell phone number is not a condition of receiving any career updates.  By listing my cell phone number, I certify that it is accurate and that I own the rights to give consent to text the number provided.  Message and data rates may apply. For more information about Ascensus’ data privacy practices, please visit our Privacy Management page .

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Google Win in Chrome Privacy Case Reversed by Appeals Court (2)

By Isaiah Poritz

Google LLC must face a revived privacy class action alleging the Chrome browser surreptitiously collected user data, after a San Francisco-based federal appeals court on Tuesday reversed an earlier win .

The district court judge failed to properly review the terms of Google’s various data privacy disclosures, and the issue of user consent should go to trial, a three-judge panel for the US Court of Appeals for the Ninth Circuit ruled.

The Chrome users first sued the Alphabet Inc. subsidiary for privacy violations in 2020, arguing that Google continued to track users’ personal information, IP addresses, and browsing history even ...

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Le IHI Forum aborde l'IA, le climat, l'équité et d'autres grands défis en matière de soins de santé

Les professionnels de la santé apprennent et partagent des approches innovantes pour améliorer la santé et les soins de santé lors de la 35e conférence annuelle.

Boston, Massachusetts et Orlando, Floride – 12 décembre 2023 – Le IHI Forum a débuté aujourd’hui par un discours liminaire provocateur du Dr Kedar Mate, président-directeur général de l’ Institute for Healthcare Improvement ( IHI ). Le Dr Mate a mis l’accent sur l’importance de trouver un but en tant que professionnels de la santé. Il a imploré les cliniciens, les responsables de la qualité, les administrateurs, les professionnels de la sécurité et les étudiants en médecine présents dans l’auditoire de reprendre possession de notre système et de restaurer notre objectif, et ce faisant, de contribuer à définir une nouvelle frontière en matière de qualité des soins de santé.

« Dans ma vie clinique, je sens que ma raison d’être est régulièrement remise en question », a déclaré le Dr Mate. « Notre système de santé est devenu extractif – il ne donne pas mais tire le maximum de chaque échange et interaction clinique. Il nous impose de faire de faux choix – volume ou valeur, mission ou marge, personnel ou communauté, sécurité ou équité, profit ou objectif. Comment pouvons-nous créer un environnement de santé et de soins qui nous fasse confiance, à nous, patients et cliniciens, et qui optimise notre objectif initial et prévu ? Au fil des ans, IHI a eu le privilège de travailler avec de nombreuses organisations qui ont pris des mesures en vue de cet avenir, et c’est la nouvelle frontière de la qualité. »

Pour écouter l'intégralité des remarques du Dr Mate sur l'avenir de la qualité des soins de santé, ainsi que tous les discours liminaires du IHI Forum, une option de diffusion en direct est disponible.

Le IHI Forum est le plus ancien rassemblement consacré à l'amélioration de la qualité des soins de santé. Il réunit des cliniciens, des dirigeants, des chercheurs, des étudiants et des améliorateurs de plus de 50 pays. Depuis 35 ans, le IHI Forum met en relation et dynamise les professionnels de la santé tout en leur fournissant des outils et des idées pratiques pour rendre les soins de santé meilleurs, plus sûrs et plus équitables pour tous.

Cette année, le IHI Forum propose plus de 180 sessions d'apprentissage animées par 400 intervenants sur des sujets urgents en matière de soins de santé, notamment l'équité en santé, la sécurité des patients et du personnel, la science de l'amélioration et la création de capacités d'amélioration. L'une des principales attractions de la conférence est le Forum Hall, qui comprend des exposants, des présentations du Théâtre de l'innovation, des affiches de projets d'amélioration et le Forum Café & Bookstore. Les parcs du Forum Hall sont une nouveauté cette année, offrant une variété d'opportunités uniques de réseautage et d'apprentissage.

Une impressionnante brochette d'intervenants du Forum partageront leur expertise approfondie sur des questions cruciales de notre époque : l'intelligence artificielle (IA) dans les soins de santé, le climat et l'environnement, et l'équité en santé. Le travail de l'IHI dans ces domaines est également mis en avant lors du Forum.

L'intelligence artificielle (IA) dans le domaine de la santé

• Peter Lee, PhD, vice-président de la recherche et des incubations chez Microsoft, prononcera un discours le 13 décembre à 8h00 HE sur le thème de l'IA dans les soins de santé . Le Dr Lee est co-auteur du livre « The AI ​​Revolution in Medicine: GPT-4 and Beyond ».
• Deux sessions aideront les participants à comprendre et à naviguer dans cette technologie émergente. A24 : When AI Meets QI partage des conseils sur la façon d'appliquer la nouvelle génération d'outils d'IA génératifs dans les cas d'utilisation liés à l'amélioration de la qualité, ainsi que les risques et les préoccupations qui accompagnent ce travail. RS02 : Is Healthcare Really Behind in Tech explore l'état actuel de l'IA dans les opérations de soins intensifs de routine au Tampa General Hospital.
• Un sommet de leadership du Forum explorera l’application des techniques d’IA aux systèmes de sécurité des patients. Cette conversation dynamique s’appuie sur les enseignements tirés de deux cycles d’innovation récents de IHI et sur l’influence des pionniers de l’amélioration dans le monde entier.

Climat et santé

• Erin Brockovich, militante écologiste, défenseuse des consommateurs et auteure, a prononcé hier soir un discours d'ouverture percutant. Elle a encouragé chacun à faire la différence dans son propre jardin en signalant les contaminations et autres problèmes afin d'améliorer la santé de sa communauté .
• La célébration de la communauté d'apprentissage sur la décarbonisation des soins aura lieu aujourd'hui à 18h00 HE, reconnaissant le travail de 14 systèmes de santé qui ont testé des stratégies pour réduire les émissions de carbone des soins cliniques. À l'issue de la communauté d'apprentissage d'un an, 16 projets de décarbonisation clinique sont en cours, dont plus de la moitié documentent déjà des réductions des activités émettrices de carbone.
• L' IHI Open School a annoncé un cours disponible au début de l'année prochaine pour fournir une formation fondamentale sur ce sujet crucial : Decarbonizing Care 101 : Introduction au changement climatique et à la santé humaine.
• Les sessions supplémentaires du Forum se concentrent sur les stratégies visant à parvenir à la décarbonisation des soins de santé, à des émissions nettes nulles et à une action menée par les cliniciens sur le changement climatique.

Équité en matière de santé

• Allyson Felix, médaillée olympique et défenseure des droits maternels , sera l'oratrice principale aujourd'hui à 15h30 HE. Mme Felix sera interviewée sur scène par Akilah Johnson, journaliste nationale du Washington Post spécialisée dans les disparités en matière de santé.
• Les collaborations menées par IHI pour réduire la mortalité maternelle au Brésil, au Mozambique et en Colombie ont été décrites lors de la session du Forum SH12 : Enseignements internationaux en matière de réduction de la mortalité maternelle dans tous les contextes de soins.
• Les principales parties prenantes ont été réunies par IHI lors du Forum pour partager les meilleures pratiques et coordonner les efforts visant à faire face à l'aggravation de la crise de la mortalité maternelle aux États-Unis.
• Le nouveau cadre de l'IHI visant à guider le travail des dirigeants responsables de l'équité à l'échelle du système dans les organismes de prestation de soins de santé était au centre de l'atelier MH04 : Leadership pour l'équité en santé, un atelier de trois heures qui s'est tenu hier avec une foule nombreuse.
• Rise to Health : une coalition nationale pour l'équité dans les soins de santé partage des enseignements pratiques lors de deux sessions du Forum aujourd'hui (RS05 et A07). La Rise to Health Coalition, qui a été annoncée pour la première fois lors du IHI Forum 2022, est codirigée par IHI, l'American Medical Association (AMA) et d'autres pour rassembler des individus et des organisations afin de transformer les soins de santé par une action coordonnée et collective.

Le IHI Forum comprend également plusieurs volets et près de 55 sessions et ateliers portant sur la sécurité des patients, la sécurité du personnel et le bien-être du personnel, notamment :

• SH01 : La sécurité et la qualité ont dit « oui ! » : Le Plan d'action national et la Whole System Quality passent à l'étape suivante – Cette session interactive a présenté aux participants l'opportunité de rendre opérationnel le Plan d'action national pour faire progresser la sécurité des patients ( NAP ) via la Whole System Quality ( WSQ ).
• RS07 : La valeur de la certification CPPS : développer les compétences en matière de sécurité au sein de l’ensemble du personnel – Étant donné le besoin urgent de réinitialiser et de renforcer la sécurité, cette session fournit des outils et des ressources opportuns et pratiques pour renforcer les capacités de sécurité du personnel de santé.
• C12 : Solutions de soins dirigées par des infirmières pour améliorer les soins aux patients et la vitalité de la main-d'œuvre – Cette séance mettra en lumière les initiatives et les ressources dirigées par des infirmières pour la dotation en personnel, l'innovation en matière de prestation de soins et la promotion de cultures et d'environnements de travail sains qui sont nécessaires pour des soins sûrs et de qualité, le bien-être, la rétention et l'engagement.

Les succès et les enseignements tirés du mouvement des Age-Friendly Health Systems (AFHS) – qui comprend désormais plus de 3 400 sites reconnus par IHI pour avoir fourni des soins 4M à 2,7 millions de personnes âgées – sont présentés dans plusieurs sessions du IHI Forum . Un atelier d’une demi-journée (MHOO) comprenait un panel solide de chercheurs qui ont partagé les résultats émergents pour aider les participants à comprendre comment les systèmes de santé mettent en œuvre le cadre des 4M et l’impact de ces efforts sur les résultats pour les personnes âgées. Les sessions supplémentaires comprennent A02 : Prendre soin des soignants au sein des Age-Friendly Health Systems; et D23 : Mettre à l’échelle et diffuser les soins 4M : réussites et défis dans la direction d’une communauté d’action adaptée aux personnes âgées du VA.

Les diplômés de IHI ont été célébrés à la La cérémonie de remise des diplômes et de réseautage de IHI a eu lieu hier soir et la nouvelle cohorte du programme de bourses de IHI a été accueillie. IHI a également récompensé les premiers bénéficiaires du nouveau fonds de bourses d'études Berwick & Bisognano IHI pour les leaders émergents, qui soutient les dirigeants de couleur et ceux qui représentent des populations historiquement négligées et sous-estimées. IHI a accordé des bourses à cinq personnes, représentant quatre pays, qui ont rejoint la nouvelle cohorte de boursiers. Les anciens présidents de IHI, le Dr Don Berwick et Maureen Bisognano, à qui la nouvelle bourse porte le nom, ont également été honorés lors de la réunion.

Pour plus d'informations sur le IHI Forum ou pour vous inscrire au livestream, veuillez consulter ihi.org . Les journalistes souhaitant accéder au livestream doivent contacter Joanna Clark à [email protected] .

À propos de l' Institute for Healthcare Improvement (IHI) L' Institute for Healthcare Improvement (IHI) est une organisation indépendante à but non lucratif basée à Boston, Massachusetts, États-Unis. Depuis plus de 30 ans, IHI utilise la science de l'amélioration pour faire progresser et maintenir de meilleurs résultats en matière de santé et de systèmes de santé dans le monde entier. IHI sensibilise des millions de personnes à la sécurité et à la qualité, catalyse l'apprentissage et l'amélioration systématique des soins, développe des solutions à des défis auparavant insurmontables et mobilise les systèmes de santé, les communautés, les régions et les nations pour réduire les dommages et les décès. IHI collabore avec une communauté croissante pour susciter des moyens audacieux et inventifs d'améliorer la santé des individus et des populations. IHI génère de l'optimisme, récolte de nouvelles idées et soutient quiconque, où qu'il soit, qui souhaite changer profondément la santé et les soins de santé pour le mieux. Pour en savoir plus, rendez-vous sur ihi.org .

CONTACT PRESSE : Joanna Clark, directrice générale, Communication [email protected] (207) 712-1404

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Communication Skills for the Healthcare Professional

Jan 04, 2020

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Communication Skills for the Healthcare Professional. Chapter 3 Verbal Communication. Chapter 3 Outline. Definition of Verbal Communication The Purposes of Using Clear Language for Effective Verbal Communication with Patients, including: Content, Word Choice, Grammar, and Pronunciation

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Communication Skills for the Healthcare Professional Chapter 3 Verbal Communication

Chapter 3 Outline • Definition of Verbal Communication • The Purposes of Using Clear Language for Effective Verbal Communication with Patients, including: Content, Word Choice, Grammar, and Pronunciation • Tone: Expressive, Directive, and Problem-solving Tone • Emphasis, Small Talk, Using Commentary

Chapter 3 Outline, cont. • Important Practices for Effective Verbal Communication with Patients and Other HCPs: • Sending a Clear Message • Avoiding Using Medical Jargon When Speaking to the Patient • Talking to the Patient, not at the Patient, and Being a Good Listener • Helping the Patient to be a Good Listener

Chapter 3 Outline, cont. • Developing Skills for Listening and Paraphrasing What the Patient Says • Providing Empathy and Understanding to the Patient, and The Differences between Empathy and Sympathy • Questioning the Patient: Open-ended Questions, Closed Questions, Multiple Choice Questions • Some Do’s and Don’ts of Verbal Communication

Definition of Verbal Communication • Verbal communication is the use of spoken words and sounds to successfully transfer a message from the sender to the receiver. • Remember that being a good verbal communicator is not simply a matter of having a large vocabulary or the ability to use highly technical language. • Being a good communicator consists of maximizing the effectiveness with which you understand what others are trying to tell you and accurately conveying what you want to say.

Purposes of Using Clear Languagefor Effective Verbal Communicationwith Patients • Content and Word Choice • Grammar and Pronunciation • Tone • Expressive Tone • Directive Tone • Problem-Solving Tone

Purposes of Using Clear Languagefor Effective Verbal Communicationwith Patients, cont. • Content and Word Choice • The content provides the meaning of what a speaker intends to convey to the listener. The content must be as clear as possible, and the speaker must first of all have a clear understanding of what they mean to say. • The speaker must use words that accurately reflect their intended message, avoiding unclear, ambiguous, or unnecessarily technical language.

Purposes of Using Clear Languagefor Effective Verbal Communicationwith Patients, cont. • Grammar and Pronunciation • The speaker should speak in grammatically correct sentences. Incorrect grammar can impede the clarity of the message and can diminish the confidence the listener has that the speaker knows what they are talking about. • The speaker should use correct pronunciation. In a healthcare setting, standard English pronunciation is appropriate. Correct pronunciation enhances understanding and rapport between the speaker and listener. Incorrect pronunciation inhibits understanding and can cause mistrust.

Tone • The tone with which the HCP speaks to the patient is vital to the therapeutic relationship because it indicates an understanding of the patient’s needs and enhances the HCP’s ability to meet those needs. Tone accomplishes this by helping both parties to understand their relationship and its tenor. • Generally, the tone the HCP uses should be relaxed and conversational, helping to establish rapport with the patient.

Tone, cont. • Three types of tone are worth noting: • The Expressive Tone • The Directive Tone • The Problem-Solving Tone

Tone, cont. • The Expressive Tone • The expressive tone is spontaneous, emotional, and uninhibited. We use this tone when we express our feelings, tell jokes, or complain—when we socialize. • The expressive tone is generally not a tone of voice the HCP should use when speaking to patients.

Tone, cont. • Reasons the HCP Should Not Use the Expressive Tone with Patients: • Using the expressive tone takes the focus of the discussion off the patient and puts it on the HCP. The HCP should make every effort to let the patient know that the patient’s needs are the reason for the visit. • Research indicates that patients do not usually appreciate an emotional or even joking tone from their HCPs. The patient has come in for a serious reason, and they want the interaction with the HCP to be direct, empathic, and professional.

Tone, cont. • The Directive Tone • The directive tone is authoritative and judgmental. This is the tone one uses to give orders, exert leadership, or pass judgment. • The directive tone is generally not an appropriate tone for the HCP to use when speaking to patients.

Tone, cont. • Reasons the HCP Should Not Use the Directive Tone with Patients: • The use of the directive tone indicates that there exists a difference in professional rank between the speaker and the listener. This does not describe the HCP-Patient relationship. • Patients come into the practice seeking expert treatment that includes understanding and empathy on the part of the healthcare team. As part of that treatment, patients frequently need to receive instruction from their HCPs. However, it is important for the HCP not to confuse providing patient instruction with giving the patient orders.

Tone, cont. • The Problem-Solving Tone • The Problem-solving Tone is rational, objective, and unbiased. This is the tone we use to indicate to the listener that we are using the analytical portion of our brains to come to the correct answer about a certain set of circumstances. • This is the tone the HCP uses most frequently when serving patients’ needs.

Tone, cont. • Why should the HCP use the Problem-solving Tone? • A significant part of the healthcare professional’s job consists of verbally collecting important information from the patient and providing explanations and solutions to the patient. • The problem-solving tone is what the patient expects from the HCP.

Emphasis • How you say something is often just important as what you want to say. Even within a sentence, the emphasis you place on certain words or parts of a sentence can lead to vastly different interpretations by the patient.

The first syllable(مقطع لفظي) of a key word is pronounced louder than other syllables. • The pitch goes down from the previous word. • A key word is spoken more slowly. • A vowel sound is stretched. • A pause after the word is spoken. • Accompanying emphasis in body language .

Emphasis (cont.) • Consider the following examples of the same sentence: I believe you will get better. • What do you think the three different versions are actually saying?

I believe you will get better. • Ibelieveyou will get better. • I believe you will get better. • Clearly, in each of these cases how the speaker says what they want to say is as important as what they want to say.

Important Practices for Effective Verbal Communication with Patients and Other HCPs • Send a Clear Message • Use Standard English and Not Slang • Avoid Using Medical Jargon When Speaking to the Patient • Talk to the Patient, not at the Patient, and Be a Good Listener • Help the Patient to be a Good Listener

Important Practices for Effective Verbal Communication with Patients and Other HCPs, cont. • Send a clear message: • An effective message is a clear message. Patients come to see their HCP for the most serious of reasons—their health—and the information they receive from their HCP must be clear. • You may not be the one providing the diagnosis to the patient, but it is still crucial that the information you provide to the patient is clear and unambiguous.

Important Practices for Effective Verbal Communication with Patients and Other HCPs, cont. • Send a clear message, cont: • If you do not know the answer to a patient’s question, remember that I don’t know the answer to that. I’ll ask the doctor and find out for youis a clear and unambiguous answer, and absolutely appropriate.

Important Practices for Effective Verbal Communication with Patients and Other HCPs, cont. • Use standard English, not slang: • The HCP should always use standard English when speaking with a patient. • Patients expect to receive expert care, and the use of standard English by the HCP is a signal that expert care is what the patient will receive. • Slang is not standard English. Slang is used to communicate a common bond or commonality between members of a particular community or group, whose members may identify by age, gender, race, ethnicity, or any other number of possible traits.

Important Practices for Effective Verbal Communication with Patients and Other HCPs, cont. • Avoid using medical jargon when speaking to the patient: • Jargon is a specialized language used primarily by those who work in a common profession when communicating among themselves. • The HCP should not use medical jargon when speaking to the patient. The use of medical jargon can confuse the patient and contribute to feelings of anxiety, fear, and even mistrust.

Important Practices for Effective Verbal Communication with Patients and Other HCPs, cont. • Talk to the patient, not at the patient: • Talking to the patient instead of at them is a way of showing respect for the patient and their concerns.

Important Practices for Effective Verbal Communication with Patients and Other HCPs, cont. • Be a good listener: • Be sure to provide nonverbal cues to the patient to show you are listening. • Face the patient directly and make appropriate eye contact. • Let the patient know that when they speak you are listening carefully. • Always let the patient finish speaking and never interrupt.

Important Practices for Effective Verbal Communication with Patients and Other HCPs, cont. • Be a good listener, cont.: • Always remain attentive when the patient is speaking. Your attentiveness indicates that you: • Value what the patient is saying to you • Are trying to understand the patient • Have genuine empathy for the patient • Studies show that the patient who senses that they are receiving this attentiveness will remain better engaged and more cooperative in the management of their care.

Important Practices for Effective Verbal Communication with Patients and Other HCPs, cont. • Help the patient to be a good listener: • As an HCP, you can help the patient to be a good listener by paying attention to their needs as a listener. • Speak in a relaxed and conversational manner. • Use appropriate language (standard English) and avoid medical jargon. • Repeat back to the patient what they have said to you to verify that they agree with what you believe you have heard them say.

Developing Skills for Listening andParaphrasing What the Patient Says • Definition: To paraphrase is to use your own words to repeat what someone else has said. • Perhaps the most important part of good listening for the HCP is good paraphrasing.

Good Paraphrasing Sills are Essential to Effective Communication for Several Reasons • To test the Message for the HCP • To test the Message for the Patient • To build Rapport—a Human Connection • To focus on the Patient and Keep the Patient Talking • To Provide Empathy and Understanding to the Patient

Good Paraphrasing Sills are Essential to Effective Communication for Several Reasons, cont. • To test the message for the HCP: • Paraphrasing back to the patient what the patient has said provides the HCP with an opportunity to verify that they have understood what the patient has said. • The patient can either confirm that the HCP has the correct information or point out inconsistencies or gaps in the information.

Good Paraphrasing Sills are Essential to Effective Communication for Several Reasons, cont. • To test the message for the patient: • The patient listens to their HCP’s paraphrase, checking to see that the paraphrase is what the patient intended to say and that the HCP understands.

Good Paraphrasing Sills are Essential to Effective Communication for Several Reasons, cont. • To build rapport – a human connection: • Paraphrasing what the patient says helps to build trust between the patient and the HCP. • The HCP shows engagement with the patient’s case, validating the patient’s concerns. • The patient understands from this interaction that the HCP is focused on the patient and cares about them. • The patient is then more likely to listen carefully to the HCP.

Good Paraphrasing Sills are Essential to Effective Communication for Several Reasons, cont. • To focus on the patient and keep the patient talking: • Paraphrasing what the patient says reinforces the point that the healthcare encounter is occurring for the purpose of helping the patient. • The patient understands that everything they and the HCP say has to do exclusively with the patient. • As a result, the patient is at greater ease in the therapeutic relationship, becoming better able to play a role in their own care.

Good Paraphrasing Sills are Essential to Effective Communication for Several Reasons, cont. • To provide empathy and understanding to the patient: • In paraphrasing, the HCP should also try to convey something of the emotion that is inherent in what the patient said. • The HCP achieves this by thinking critically about what the patient actually says and trying to understand. • The HCP shows empathy for the patient.

Showing Empathy • To show empathy to the patient is to show that you understand how the patient feels—to the point of being able to put yourself in their place and feel what they feel.

The Differences between Empathy and Sympathy • Empathy is sometimes confused with sympathy, but there are important differences between these two concepts. • To feel empathy is to feel what another person is feeling, that is, to be able to put yourself in another’s shoes. • To feel sympathy is to have an awareness of what another person is feeling, and to feel sadness or pity at that other person’s suffering, that is, to feel sorry for that other person.

The Differences between Empathy and Sympathy, cont. • Showing empathy for a patient can build rapport, whereas showing sympathy can show distance between the HCP and the patient, and even cause negative feelings on the patient’s part toward the HCP.

Questioning the Patient • Three types of questions the HCP can use to elicit information from the patient: • Open-ended questions • Closed Questions • Multiple Choice Questions

Questioning the Patient, cont. • Open-ended Questions: • Open-ended questions lead to the kinds of answers that the HCP will want to paraphrase, that is, longer answers with more detail and emotion. • Open-ended questions most frequently begin with the words “how” or “what.” • Examples?

Questioning the Patient, cont. • Closed Questions: • Closed questions prompt a short and focused answer, frequently just a “yes” or a “no,” or perhaps a one-word answer. • They are helpful in filling in gaps in what the patient says, or in keeping track of the patient’s information for medical record purposes. • Examples?

Questioning the Patient, cont. • Multiple Choice Questions: • Multiple choice questions provide the patient with alternative options from which to choose. • Multiple choice questions can help with patients who are withdrawn, depressed, or anxious. Multiple choice questions aid the patients in making steps in prioritizing their actions. • One possible disadvantage is that they can sometimes feel too complicated to the patient, almost as if more than one question were being asked at a time, which can lead to the patient’s confusion or frustration.

Some Do’s and Don’ts of VerbalCommunication • Use the patient’s name. • Don’t interrupt the patient. • Don’t give the patient unsought or unrelated advice. • Don’t talk about yourself instead of talking about the patient. • Don’t tell the patient you know how they feel.

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