Advertisement

Communication Skills

  • Stephanie FryEmail author
  • Kathryn Burrell
  • Tamie Samyue
Chapter

Abstract

Communication is a vital component of the nursing role and is essential for the delivery of successful, quality healthcare. Good interpersonal communication increases the accuracy of information shared between nurse and patient and can amplify elements that are crucial in achieving positive health outcomes.

Effective and open communication is a key factor when liaising with a multidisciplinary team and can result in a collaborative and collegial approach to patient care.

Health literacy needs to be considered when communicating with patients. Knowledge of how to ensure patients understand basic health information will enable the delivery of information that is appropriate, effective and tailored to the individual’s needs.

In this chapter, the practical skills required to facilitate good communication will be reviewed and common barriers to communication explored, along with how to maintain effective communication via telephone and electronic mail. Communicating effectively within a professional capacity will also be discussed.

The importance of health literacy and the impact it has on communication with the patient will be highlighted and practical ways of providing information and education to patients explored.

Keywords

Communication skills Barriers to communication Health literacy 

References

  1. Adams RL, Appleton SL, Hill CL, Dodd M, Findlay C, Wilson DH (2009) Risks associated with low functional health literacy in an Australian population. Med J Aust 191(10):530–534PubMedGoogle Scholar
  2. Australian Commission on Safety and Quality in Health Care (2014) Health literacy: taking action to improve safety and quality. ACSQHC, SydneyGoogle Scholar
  3. Balzer-Riley J (2017) Communication in nursing, 8th edn. Elsevier, MissouriGoogle Scholar
  4. Burgoon JK, Guerrero LK, Floyd K (2016) Nonverbal communication. Routledge, New YorkCrossRefGoogle Scholar
  5. Carlisle A, Jacobson KL, Di Francesco L, Parker R (2011) Practical strategies to improve communication with patients. Pharm Ther 36(9):576–589Google Scholar
  6. Centre for Health Care Strategies (2013) Society of Hospital Medicine: how is health literacy identified? http://www.chcs.org/media/How_is_Low_Health_Literacy_Identified.pdf. Cited 15 Mar 2017
  7. Crohn’s and Colitis Australia (2016) Australian IBD standards: standards of healthcare for people with inflammatory bowel disease in Australia. https://www.crohnsandcolitis.com.au/ibdqoc/ibd-audit-report/. Cited 27 Mar 2017
  8. del Rio-Lanza AB, Suarez-Alvarez L, Suarez-Vazquez A, Vasquez-Casielles R (2016) Information provision and attentive listening as determinants of patient perceptions of shared decision-making around chronic illness. Springerplus 5:1386CrossRefGoogle Scholar
  9. Iedema R, Manidis M (2013) Patient-clinician communication: an overview of relevant research and policy literatures. Australian Commission on Safety and Quality in Health Care and UTS Centre for Health Communication, SydneyGoogle Scholar
  10. Kessels R (2003) Patients’ memory for medical information. J R Soc Med 96(5):219–222PubMedPubMedCentralGoogle Scholar
  11. Knox R, Cooper M (2015) The therapeutic relationship in counselling and psychotherapy. Sage, New YorkCrossRefGoogle Scholar
  12. Miller WR, Rollnick SR (2013) Motivational interviewing: helping people change, 3rd edn. The Guildford Press, New YorkGoogle Scholar
  13. O’Connor M, Bager P, Duncan J, Gaarenstroom J, Younge L, Détré P et al (2013) N-ECCO consensus statements on the European nursing roles in caring for patients with Crohn’s disease or ulcerative colitis. J Crohn’s Colitis 7(9):744–764CrossRefGoogle Scholar
  14. O’Daniel M, Rosenstein A (2008) Professional communication and team collaboration. In: Hughes RG (ed) Patient safety and quality: an evidence-based handbook for nurses. Agency for Healthcare Research and Quality, Rockville, pp 271–284Google Scholar
  15. Panes J, O’Connor M, Peyrin-Biroulet L, Irving P, Petersson J, Colombel JF (2014) Improving quality of care in inflammatory bowel disease: what changes can be made today? J Crohn’s Colitis 8:919–929CrossRefGoogle Scholar
  16. Pulvirenti M, McMillan J, Lawn S (2011) Empowerment, patient centred care and self management. Health Expect 17:303–310CrossRefGoogle Scholar
  17. Rollnick S, Miller WR, Butler CC (2008) Motivational interviewing in health care: helping patients change behaviour. The Guildford Press, New YorkGoogle Scholar
  18. Watts S, Stevenson C, Adams M (2016) Improving health literacy in patients with diabetes. Nursing 47(1):24–31CrossRefGoogle Scholar

Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  1. 1.Department of GastroenterologySt Vincent’s Hospital (Melbourne)FitzroyAustralia

Personalised recommendations