Importance of communication skills in Hospitals and how Communication Tools can be helpful for Nursing Staff

Importance of communication skills in Hospitals:

Good communication between nurses and patients is essential for the successful outcome of individualized nursing care of each patient. To achieve this, however, nurses must understand and help their patients, demonstrating courtesy, kindness and sincerity. Also they should devote time to the patient to communicate with the necessary confidentiality, and must not forget that this communication includes persons who surround the sick person, which is why the language of communication should be understood by all those involved in it. Good communication also is not only based on the physical abilities of nurses, but also on education and experience.

There are several communication tools for nurses that can be used to improve interactions with patients, communicate more effectively with physicians, and ensure smooth handovers to colleagues. The use of these communication tools in nursing can help to improve patient outcomes, patient satisfaction, and reduce the potential for errors.

Most nurses will have a good baseline level of communication and interpersonal skills, but there will be plenty of room for improvement. By working hard at developing the required communication skills, nurses can improve job satisfaction, morale, and ensure patients get the best possible level of care.

It affects all aspects of your nursing job and the patient experience. And it encompasses everyone you interact with, including:

• Communication with nurse managers and administrators
• Nurse-to-nurse communication
• Nurse-to-physician communication, plus interactions with other staff
• Nurse–patient communication, and communication with their family

Importance of Communication Tools for Nursing Professionals:

There are several communication tools for nurses that can be used to improve interactions with patients, communicate more effectively with Doctors, Nurses and ensure smooth handovers to your colleagues. The use of these communication tools in nursing can help to improve patient outcomes, patient satisfaction, and reduce the potential for errors. 

AIDET:

These are five simple steps to make a positive first impression and to ensure continuous positive interaction throughout the patient’s experience.

Why use AIDET Communication Tool?

It helps to decrease patient anxiety, increase patient compliance, improve clinical outcomes and increase patient satisfaction.

A- Acknowledge

First Step in forming a relationship with  the patient. Be attentive to and greet your patient in a positive manner with warm and friendly smile.  

I - Introduce

Upon introduction give the patient your name and the purpose for the encounter.

D - Duration

Manage the patient's  expectations by educating them about the length of time a particular procedure or request will take. Better to overestimate than under-estimate.

E - Explanation / Engage

Make sure the patients are knowledgeable and involved in their treatment. Use easily understood terms when providing information. Ask if they have any questions. 

T-Thank You

Thank patients for waiting, providing information, choosing your hospital etc.  

Importance of ISBAR Communication Tool:

ISBAR provides a framework for clinical conversations. Evidence shows that when a reliable standardized communication approach is implemented quality of communication improves.  The listener knows what to expect and the speaker knows what information to provide. 

Why use ISBAR Communication Tool:


ISBAR provides the best patient care by improving the transfer of clinical information, responsibility and accountability.


ISBAR reduces the incidence of missed communications.

ISBAR is a memory prompt, easy to remember and encourages prior preparation for communication.

ISBAR  is reduce the barrier to effective communication across different disciplines and levels of staff.

I - Introduction:

Introduce your self (your name and designation, ward / unit name) and give a reason for calling.

S - Situation: 

Give the patient's age, gender, what is the patient's status now?

• Stable (But in danger of deterioration)
• Unstable 

B - Background:

Give the relevant details such as presenting problems and clinical history

A - Assessment:   

Put it all together (Their current condition, risks and needs), what is your assessment? 

R - Recommendation:

Be clear about what you are requesting (for example, Transfer/ Review/ Treatment etc.)

Why use BLAST Communication Tool:

BLAST is a complaint resolution method, that is useful in healthcare industry.

BLAST is a communication tool that makes your customer, your priority

BLAST remind us to apologize even if we did nothing wrong.

BLAST remind us to satisfy the patient or fix the problem as soon as possible.

BLAST is an easy memory prompt. 

B - Believe: 

When someone is getting upset or angry. Believe that something must have gone wrong. your body language is attentive.

L - Listen:

Your body language and gestures should convey that you are actively listening.

A - Apologize:

Say sorry as soon as possible. It does not mean you are at fault. It means you are sorry for what's happened. "I am sorry to hear that" 

S - Solution:

"Let me call the kitchen and get you another tray." "Doctor, Let me check and come back to you in 5 minutes".

T - Thank You:

To be used only if solution permits..... Thank you for waiting.

Written by:

Dr. Praveen Bajpai

Director of Ingenious Healthcare Consultants Pvt. Ltd.
Founder of Skill Sathi

MBA in Hospital administration, PG Diploma in Quality Accreditation, PG Diploma in Medico Legal System, M. Phil in Hospital Mgmt. from BITS Pilani, P.hD in Management, Certified NABH Auditor, Certified NABL Auditor, Certified Auditor for Clinical Audits, Green Belt in Six Sigma, Certified in Hospital Infection Control Practices, Certified trainer for International Patient Safety Goals, Certified Auditor for JCI 7th Edition Standards 

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