STANDARD COMPETENCIES

 

 1. Interpret verbal and nonverbal communication in the healthcare field.

 2. Identify barriers to communication in the healthcare field.

 3. Report subjective and objective information by expressing facts versus opinion verbally and in writing in the healthcare field.

 4. Interpret the elements of communication using a basic sender-receiver-feedback model in the healthcare field.

 5. Apply speaking and active listening skills to patients and healthcare providers.

 6. Modify communication to meet the needs of the patient/client and to be appropriate to the situation.

 7. Apply knowledge of roots, prefixes, and suffixes related to medical terminology to communicate information.

 8. Communicate information using medical abbreviations to healthcare providers.

 

 

 TOPICAL OUTLINE

 

 I.     Foundations of Communication in the Healthcare Field

      a. Components of Communication

              i. Definition of communication

             ii. Purposes of communication

            iii. Elements of the communication process

             iv. Formal/professional and informal communication

      b. Communication in healthcare

              i. Communication with one another

             ii. Communication with patient and provider

            iii. Barriers to communication

             iv. Conveying a positive attitude

 II. Types of Communication in the Healthcare Field

      a. Nonverbal Communication

              i. Gestures

             ii. Body language and posture

            iii. Facial expressions

             iv. Eye contact

              v. Object communication such as clothing and hairstyles

             vi. Touch

      b. Verbal Communication

              i. Uses of verbal communication

             ii. Elements of effective communication

            iii. Conversation

             iv. Therapeutic communication skills

              v. Non-therapeutic communication skills

      c. Telephone Etiquette

              i. Formal oral communication over the telephone

             ii. Cell phone etiquette in the workplace

      d. Active Listening and the Patient Interview

      e. Assertiveness and Managing Conflict

      f. Gender Differences and Gender Bias

 III. Proxemics in the Healthcare Field

      a. Intimate space

      b. Personal space

      c. Social space

      d. Public space

      e. Personal territory and touch

 IV. Patient Education

      a. The importance of educating the client

              i. Learning domains

             ii. Teaching strategies

      b. Examples of printed materials

              i. Brochures, booklets, and fact sheets

             ii. Newsletters

            iii. Community assistance/resource directories

             iv. “EZ boards” and pain charts for accommodations

      c. Examples of visual materials

      d. Multicultural issues

      e. Verify client understanding

 V. Understanding Cultural Diversity in Healthcare

      a. Bias awareness and quality of care

      b. Culture’s effect on patient care, communication, and medical practices

      c. Ethnicity compared to culture

      d. Race as a U.S. construct and identity

      e. Health

      f. Illness

      g. Folk Remedies

      h. Recognizing different forms of physical, emotional, and spiritual healing

 VI. Documentation in the Healthcare Field

      a. Paper record: Medical record

      b. Computers in healthcare

              i. Electronic Medical Record (EMR)

             ii. Electronic Health Record (EHR)

            iii. Benefits and challenges

             iv. Background: Legislation and regulations

              v. Privacy and security

             vi. Personal Health Records (PHR)

            vii. Health Information Exchange (HIE)

 VII. Values in the Healthcare Field

      a. Understanding the difference between ethics and values

      b. Historical development of a medical code of ethics

      c. Professional Codes of Ethics

      d. Applying principles and rules of ethics

      e. Professional standards of behavior

      f. Values Clarification

      g. Patient privacy laws such as HIPAA

      h. Client rights and choices

      i. Informed consent