Week #4 Peer replies

For this discussion, you will reflect on the significance of becoming competent in therapeutic communication skills. The professional tone we set needs to be congruent with evidence-based practice. For your initial post, please address the following:

· Share a time that communication stalled for you.

· What were the results of poor communication?

· Did it result in a wrong diagnosis? Incorrect or unnecessary medication? Was there a loss of contact with a patient?

· Share how you were able to overcome the communication failure.

· What communications skills would you have liked to have better practiced changing the outcome for the patient?

POST # 2 NGOZY

Communication issues may potentially develop in any circumstance or social relationship. It can be easy for individuals to misunderstand or misinterpret others, and these misunderstandings may lead to arguments or tension in personal, platonic, or professional relationships. In some instances, conflicts may arise, and these conflicts can make communication even more challenging (Berman & Chutka, 2016). As a provider that speaks a second language, I understand the role that language plays in creating barriers to healthcare, and this is critical for healthcare systems that are experiencing an increasing range of culturally and linguistically diverse populations both amongst patients and practitioners. 

A time when communication stalled for me was when I was interviewing a patient that came to the urgent care clinic to seek help for an acute illness. I could tell from the patient’s name and accent that she is originally from (Nigeria) Africa, where I also came from. Even though we share the same language, this patient was offended by the fact that I maintained consistent eye contact with her. In African culture, eye contact is perceived as disrespectful and a sign of defiance, especially with the elderly. Differences in culture may hinder effective communication; because this patient refused to respond to subsequent questions and decided to leave the clinic. In this case, the miscommunication that occurred was non-verbal (eye contact/body language) in nature; and does not stem from one of the speakers using a second (weaker) language (Meuter et al., 2015).

The result of poor communication is misunderstanding and a breakdown in communication between the person seeking treatment and the person providing care, which ultimately creates a barrier in treatment. The miscommunication that ensued did not result in misdiagnosis or unnecessary prescription of medication; but I lost contact with the patient due to communication failure. I was able to overcome the communication failure by calling the number listed on patient’s profile, and speaking with patient’s daughter, who has a better understanding of the American culture, and the emphasis on eye contact. I was able to convince her daughter to bring her back to the clinic for treatment. 

Good communication skills are indispensable to basic concepts of medical care as communicating effectively can help reduce the risk of medical errors, ensure better patient outcomes, and nurture patient satisfaction (Lang, 2018). Communication skill that I would have liked to have better practiced changing the outcome for the patient is empathy, silence, and active listening. Using phrases as simple as “I understand where you are coming from” demonstrate that you have been listening to the other person and respect their opinions. Active listening can help you tune in to what your conversational partner is thinking and feeling, which will, in turn, make it easier to display empathy. By communicating better with their patients, healthcare professionals will not only improve patient satisfaction, they will improve their own job satisfaction as well. Awareness of each patient’s communicative preferences and understanding their preferences will allow healthcare professionals to adapt to the patient’s state of mind, greatly facilitating the communicative process. Also, the correct use of suggestions will further ease the path towards a mutually satisfying interaction between healthcare professional and patient. 

References

Berman, A. C., & Chutka, D. S. (2016). Assessing effective physician-patient communication skills: Are you listening to me, doc? “. Korean Journal of Medical Education, 28(2), 243–249.

Lang, E. V. (2018). A better patient experience through better communication. Journal of Radiology Nursing, 31(4), 114–119.

Meuter, R., Gallois, C., Segalowitz, N. S., Ryder, A. G., & Hocking, J. (2015). Overcoming language barriers in healthcare: A protocol for investigating safe and effective communication when patients or clinicians use a second language. BMC Health Sciences Research, 15(371), 1–5.