Health Care
CHAPTER 1 QUALITY AND COMMUNICATION IN HEALTH CARE
QUALITY AND COMMUNICATION IN HEALTH CARE
QUALITY AND COMMUNICATION IN HEALTH CARE - Health Care - ثالث ثانوي
Part 1
CHAPTER 1 QUALITY AND COMMUNICATION IN HEALTH CARE
CHAPTER 2 GERIATRIC CARE
CHAPTER 3 NURSE ASSISTANT SKILLS
Part 2
CHAPTER 4 MEDICAL ASSISTANT SKILLS
CHAPTER 5 BUSINESS AND ACCOUNTING SKILLS
CHAPTER 6 PROFESSIONAL DEVELOPMENT AND LIFELONG LEARNING
Case Study Investigation
LEARNING OBJECTIVES
KEY TERMS
INTRODUCTION
1:1 GETTING OFF TO A GOOD START
ESSENTIAL CORE QUALITIES OF HEALTH CARE PROFESSIONALS
FIGURE 1–1 Successful health care professionals have compassion, and show respect and consideration for their patients.
Work well with others: Strive to understand the feelings and needs of
LEARNING FOR MASTERY
FIGURE 1–2 One effective way for students to master subjects is to ask questions of themselves and others.
(Figure 1–2). Think: What? When? Where? Why? Who? How?
GETTING THE MOST FROM YOUR STUDIES
The following suggestions may help you to:
VOLUNTEERING
PROFESSIONAL ORGANIZATIONS
How can you demonstrate that you work well with others?
How should you take notes?
1:2 LEARNING TO THINK LIKE A HEALTH CARE PROFESSIONAL
Nothing in health care work can be done routinely and without thinking.
THE PROBLEM-SOLVING PROCESS
Step 1: Identify the Problem
Step 2: Gather Information
Ask for help: Who has useful knowledge? Are there experts available
Step 3: Create Alternatives
Step 4: Choose an Alternative and Take Action
Step 5: Evaluate and Revise as Needed
MAKING A CAREER DECISION
Natural abilities.
What do you need to show to identify the real nature of a problem?
What is one common difficulty in problem-solving and decision-making?
1:3 THE COMMUNICATION PROCESS
Good face-to-face communication is also essential. It is reported
COMMUNICATION WITH PATIENTS
help relieve patient stress by showing compassion,
FIGURE 1–6 Good communication skills, combined with sincere caring about others, are essential for effective patient care.
THE PROCESS OF COMMUNICATION
THE SIX STEPS OF THE COMMUNICATION PROCESS
FIGURE 1–7 The six steps in the communication process.
SETTING COMMUNICATION GOALS
Demonstrate sincere concern for the patient’s welfare:
COLLECTING INFORMATION
What is the patient’s ability to retain information?
CREATING THE MESSAGE
Explain what you plan to do and what the patient should
ASKING QUESTIONS
experienced. It is important not to confuse the purposeful
DELIVERING THE MESSAGE
They should speak reassuringly and consider making
NONVERBAL COMMUNICATION
BODY LANGUAGE
FIGURE 1–8 Speak reassuringly and consider making appropriate physical contact, such as touching the patient’s hand or shoulder when speaking.
FIGURE 1–9 Positive body language conveys interest, caring, and the willingness to listen.
Holding the body in a relaxed position.
place and why. Explain what they should expect to see,
PHYSICAL ENVIRONMENT
LISTENING TO THE RESPONSE
FEEDBACK
tool for fostering professional growth. For example,
EVALUATING THE ENCOUNTER
COMMUNICATION THROUGH THE LIFE SPAN
FIGURE 1–11 Your communication must be adjusted to the age and other characteristics of the receiver.
What is active listening?
What are four ways to obtain feedback?
1:4 OVERCOMING COMMUNICATION BARRIERS
PATIENTS WHO ARE IN PAIN, MEDICATED, CONFUSED, OR DISORIENTED
PATIENTS WITH DEMENTIA
PATIENTS WHO ARE DEPRESSED
PATIENTS WHO ARE ANXIOUS
PATIENTS WITH HEARING IMPAIRMENTS
over the years or they are embarrassed to admit it. Following are signs
PATIENTS WITH VISUAL IMPAIRMENTS
FIGURE 1–12 Sign language provides a means of communication for people with significant or complete hearing loss.
PATIENTS WITH SPEECH IMPAIRMENTS
PATIENTS WHO ARE ANGRY
Offer a sincere apology if necessary.
PATIENTS WHO DO NOT SPEAK ARABIC
How should a nurse respond to an anxious patient?
What is the best way to deal with an angry patient?
1:5 UNDERSTANDING THE PATIENT AS AN INDIVIDUAL
Ȥ What do you think will be the most important factor in your recovery?
1� What does the effectiveness of a health care professional’s interactions and communication with patients depend on?
2� What measures will help you to communicate effectively and provide appropriate care?
Today’s Research Tomorrow’s Health Care
Case Study Investigation Conclusion
