Health Care Communication

Communication can be defined as the transfer of feelings, ideas and information (Flin et al 2009) this information can be exchanged and shared between people, through verbal and non-verbal communication (O’Carroll and Park 2007). However within a healthcare setting, communication also involves recognising feelings and the ability to reassure the service user that their feelings are known. (Reference needed).

Furthermore there is a strong body of research that highlights the links between effective communication and positive psychical and psychological health outcomes (Morrison and Berret 2009) However within the NHS, poor communication between the service user and the health professional is one of the top reasons why people make complaints

Within groups we filmed two scenarios between a health professional and a SU. We were directed to have a conversation about a specific behaviour that the SU would like to change. Heron (2001) identifies two types of communication; authoritative and facilitative, these styles are further divided into 6 sub-categories. We implemented one of each style into each video.

For the first video we had to implement an authoritative model, using prescriptive, informative dialogue. Within the second video, we had to be the facilitator, and use a cathartic, catalytic and supportive dialogue. To enable us to do this, we used open questions, this allows the service user to express and overcome their thoughts, through reflection, which aids the learning process (Reference) The Aim of the exercise is to be able to reflect on our own communication skills enabling us to develop our skills and become more self-aware. Heron

(reference) However, I feel that my listening skills are affected by non-verbal cues that I am communicating such as breaking eye contact with the service user and at… other various points throughout the conversation in the second video. According to Webb (2009), this may have implied that I was not interested in the conversation.

Furthermore at… I interrupt the SU whilst they are talking. Webb (2009) continues to say that interrupting the SU before they have finished talking, negatively effects the therapeutic relationship. By allowing the service user to talk in conjunction with pauses and comfortableness in silence reinforces positive active listening skills (Fisher et all 2005)

Within the first video my posture and the over-use of hand gestures implies that I am not relaxed. (reference) states that the listener must remain relaxed as this shows the SU that we are interested(Reference). Within the second video, I appear more relaxed, and use appropriate hand gestures (Reference to what this is trying to convey) However at 0.5 seconds I move away from the SU, and look uncomfortable (Egan (need new reference) claims that leaning forward is a way of demonstrating active listening skills link to stages of change