Communication Process Analysis in Healthcare Practice: A Case Study

Analyzing a communication process stated within a case study
Introduction-
Hello, I am Tarun and today I Will be presenting the communication process analysis of a
Case study presented to me. Communication is a very important aspect in terms of patient
care and the role of nurses to continue effective communication is also vital. From the given
case study, I will identify analyze the verbal and non-verbal communication occurred
between the patient, nurse, and the patient’s family. I will also categorize the communication
strategy, skills and approaches of each of the participants in the communication process. In
order to make this analysis more impactful, I will also prepare a SOAP note where I will
provide subjective, objective, assessment and planning for the case study. My observation
also contains SBAR approach of the case study where I will scrutinize the situation,
background, assessment and recommendation on the basis of the scenario.
Background-
Before getting into the detailed analysis of the case study, let us first give a look at the
necessity of communication in healthcare practice. Effective communication plays an
instrumental role throughout a patient’s entire healthcare experience, and a large portion of
the responsibility falls on nurses. Responsible for relaying information to a number of
individuals, nurses must be able to communicate clearly, especially during periods of intense
stress. Good written and verbal communication in nursing is invaluable to all involved. As
per a research conducted in 2014, it is found that a nurse who shows courtesy, kindness, and
security to her patients by her behavior and words, is more likely successful to build a good
camaraderie with her patients (Kourkouta & Papathanasiou, 2014). Good communication
between nurses and patients is helpful in many ways. Firstly, it helps a lot to provide
individual care and importance to every patient. When a nurse communicates with each of

her patients effectively, she becomes more knowledgeable about the unique challenges and
problems of her patients, which helps them to demonstrate their situation and symptoms
clearly to the doctor and to the family of the patients. On the other side, patients who
understand that their nurses are hearing their voice and concerns carefully, then they also feel
more relaxed and truly share their problems. Both sharing problems and being relaxed at the
time of medication are very important for patient care, and the role of communication is
deeply essential to maintain those two aspects. Effective communication help patients to stay
in a good mood and help nurses to know their patient better at the time of medication and
recovery.
Now, let us give a quick overview of the topics which we will discuss in this case study
analysis.
Overview-
The overview of the presentation will be based on the following 3 points
i) Deeply analyze the verbal and nonverbal communication occurred in the case study.
ii) SOAP Note (subjective, objective, assessment, plan)
iii) SBAR Approach (Situation, Background, Assessment, Recommendation)
Communication Strategy-
Now we will move to the communication strategy, IT comprises of 4 persons
Sender- The son of the patient, Helena.
Concern- Whether Helena received the information that she could go home by the end of this
week or not.
Receiver- The Nurse

Context- Helena's son questioned the nurse why Helena was informed that she could go home
soon.
Post the communication strategy, we will start analyzing the communication methods used by
each of the participants in the communication process. So, let us start our first analysis with
the Nurse.
Analysis- The Nurse
i) The nurse seemed a little bit annoyed while talking to the patient's son
ii) The nurse was loud when talking to the patient.
iii) Non-verbal communication used in a bit arrogant way.
iv) Failed to build up effective communication with the patient and her family.
v) The nurse was not much attentive about the patient, which led her to misunderstand the
hearing problem of another patient with Helena.
Its time, we move to Helena’s Son
Helena’s Son
i) Seemed angry on the nurse for misleading information. (As Helena told her son that she
was informed by the nurse that she could go home this weekend.)
ii) Concerned about his mother’s health.
And finally Helena
Helena
i) Misunderstood the Nurse.