What are the most effective ways to communicate with other providers?
Communication is a vital skill for any health professional, especially when working with other providers. Whether you are a nurse, a therapist, a pharmacist, or any other role, you need to share information effectively with your colleagues to ensure patient safety, quality of care, and collaboration. In this article, we will explore some of the most effective ways to communicate with other providers, and how to overcome some of the common barriers and challenges.
One of the most important aspects of communication is to use clear and concise language that avoids ambiguity, jargon, and unnecessary details. This is especially true when communicating with other providers who may have different backgrounds, specialties, or levels of expertise. You want to make sure that your message is understood correctly, and that you avoid any confusion or misinterpretation. For example, when giving a handover, use a structured format such as SBAR (Situation, Background, Assessment, Recommendation) to provide the essential information in a logical order. When writing a referral, use plain language and include the relevant clinical data, diagnosis, and goals.
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When communicating with other healthcare providers, it's essential to avoid using medical jargon to ensure clear understanding. Instead, opt for plain language that conveys the necessary information without unnecessary complexity, promoting effective and accessible communication among all team members.
Another important aspect of communication is to choose the appropriate mode and channel for your message, depending on the urgency, complexity, and confidentiality of the information. For example, if you need to communicate a critical result or a change in the patient's condition, you may want to use a phone call or a face-to-face conversation, rather than an email or a text message. If you need to communicate a detailed plan or a summary of the patient's progress, you may want to use a written document or an electronic health record, rather than a verbal report. If you need to communicate sensitive information, you may want to use a secure platform or a private setting, rather than a public forum or a shared device.
A third important aspect of communication is to listen actively and respectfully to what other providers are saying, and to acknowledge their perspectives and contributions. Listening is not just hearing, but also understanding, clarifying, and responding to the message. You want to show that you are interested and engaged in the conversation, and that you value the other provider's input and expertise. For example, when receiving a handover, ask open-ended questions, summarize the key points, and confirm your understanding. When discussing a case, use reflective statements, paraphrase the main ideas, and express appreciation.
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Practice active and respectful listening, acknowledging the perspectives of other healthcare providers and fostering a collaborative exchange of ideas. When a colleague is sharing their concerns about a patient's care, you might respond with, "I appreciate your insights on this case. Can you share more about your observations so that we can work together to find the best solution?" This demonstrates active engagement, validation, and a willingness to collaborate in a respectful manner.
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If you want to make those around you feel heard and understood, the most important thing you can do is listen! We often get so wrapped up in wanting our own voices to be heard that we forget to truly listen. Yet, if we pay close attention, really take in what the other person is saying, and actively engage with their thoughts, it can make all the difference. Not only will they appreciate feeling like their words have been valued, but conversations become more meaningful when two people authentically listen to one another. Taking the time to listen may require a little extra effort but it's worth it.
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Throughout my med school, I have always heard that "Doctors are the hardest to manage", hence, being attentive and respectful towards a provider's insights are extremely crucial in creating a long-standing relationship. Moreover, in my experience, I have seen that while young professionals find WhatsApp or emailing easier to communicate, senior providers have always found communicating in person or via a phone call more effective than back-and-forth texting! So, it is very important to ensure what a provider is comfortable with beforehand!
A fourth important aspect of communication is to provide and seek feedback from other providers, and to use it to improve your practice and collaboration. Feedback is a way of sharing your observations, opinions, and suggestions about the performance, behavior, or outcome of another provider. You want to give feedback that is constructive, specific, timely, and respectful, and that focuses on the actions, not the person. You also want to receive feedback that is honest, relevant, helpful, and respectful, and that helps you grow and learn. For example, when giving feedback, use the sandwich method (positive-negative-positive) to balance praise and criticism. When receiving feedback, use the ASK model (Appreciate-Summarize-Know) to show gratitude, understanding, and action.
A fifth important aspect of communication is to address and resolve conflicts that may arise with other providers, and to prevent them from escalating or affecting the patient care. Conflicts are inevitable in any workplace, especially in a high-stress, high-stakes environment like health care. You want to manage conflicts in a way that is respectful, assertive, and collaborative, and that seeks a win-win solution. You also want to avoid conflicts in a way that is proactive, respectful, and supportive, and that fosters a positive team culture. For example, when managing a conflict, use the DESC script (Describe-Express-Suggest-Conclude) to state the facts, feelings, solutions, and outcomes. When avoiding a conflict, use the LADDER technique (Listen-Acknowledge-Discuss-Decide-Execute-Review) to understand the situation, acknowledge the differences, discuss the options, decide the actions, execute the plan, and review the results.
A sixth important aspect of communication is to cultivate professional relationships with other providers, and to build trust, rapport, and respect. Professional relationships are the foundation of effective communication, and they influence the quality of the patient care, the satisfaction of the providers, and the reputation of the organization. You want to develop relationships that are collegial, supportive, and collaborative, and that promote a culture of learning, sharing, and improvement. You also want to maintain relationships that are ethical, appropriate, and respectful, and that follow the standards of practice, the code of conduct, and the policies and procedures. For example, when developing a relationship, use the RAPPORT acronym (Respect-Attitude-Professionalism-Purpose-Openness-Reliability-Trust) to guide your interactions. When maintaining a relationship, use the CARE model (Communication-Awareness-Responsibility-Empathy) to monitor your behavior.
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