Analysis of Case: Reflecting Importance of Effective Communication in Nursing

This essay analyzes a case of ineffective communication in nursing and highlights the importance of effective communication in healthcare. It discusses the use of communication frameworks and tools like SBAR to improve clinical handover and manage aggression and conflict. The essay emphasizes the need for patient-family centered care and proper communication between nurses and patients/families.

Running head: COMMUNICATION IN NURSING
ANALYSIS OF CASE: REFLECTING IMPORTANCE OF
EFFECTIVE COMMUNICATION IN NURSING
Name of Student:
Name of University:
Author’s Note:

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The scenario reflects the case of ineffective communication
which can be circumvented by mean of operative communication
framework in addition to effective management of aggression and
patient family centred approach that is employed to confront the
situation. The case highlights the scenario of ineffectual clinical
handover between nurses. The scenario has talked about an 86-
year-old man name Mr. William Taylor who fell in the toilet floor
and had a serious bone fracture. His family is unhappy and
annoyed with the incident. They were behaving aggressively over
the situation. The nurse who got the responsibility of him was not
having any prior information about the family. Patient family-
centred approach is employed to eliminate the conflict by creating
an environment of care. The essay explains the several
communication frameworks to supersede the ineffective
communication like managing aggression, and conflict. Further,
the essay is highlighted with nursing communication tools SBAR
to improve the clinical handover by nurses.
The concept and communication framework required to
accompany the objective of scenario, patient-family centred
approach is explained as to give supportive attention to the patient
and his family. Nurse gives importance to the family member and
their concern hence make step to provide emotional support and
manage their conflicting behaviour which has raised in the
scenario due to lack of definitive information regarding the

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treatment of the patient. Hence, to overcome the
miscommunication, structured framework of nursing tool like
SBAR involves sufficient exchange of information both verbally
and non-verbally between the nurse and family regarding the heath
care procedure. Additionally, concerning to duty of nurse, they
should handover the case of patient with full detail exchange of
information between the nurses. In order to improve the case,
situation, background, assessment and recommendation SBAR can
be used as nursing tool to avoid the miscommunication highlighted
in the scenario.
Patient-centred care is suitable for the scenario as they built
on relation of respect and trust with health care professional and
patient and their family (Rathert, Wyrwich & Boren, 2013).
However, the negative aspect is that nurse need to be highly
trained to implement it successful, however, for new fresher nurse
they might face difficulty in the proper evaluation of the scenario.
(Sims, 2017) has explained that by addressing all the details about
the patient to their relative can help to lessen the risk of any
confusion that can lead to aggressive behaviour. Being assertive
help to establish family centred care practice with proper
communication. from the scenario it is seen that Mr. Taylor and
their family need to know the current situation and process of
treatment. with lack of effective transfer of information from nurse
has create havoc situation. For nurse they may fail to deliver such

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vital step due to insincerity. They must employ mutual
understanding of framework SBAR tool as Lenert, Sakaguchi &
Weir, (2014) said that the structured clinical handover is planned
method of communication in giving critical information about the
situation, background, assessment and recommendation about the
patients. Thus, this improves communication between nurses’
staffs and increase the safety of patients. However, if situation and
background are misunderstood by nurses, then the assessment and
recommendation can give unproductive result.
Ineffectiveness in the scenario is seen due to following
reason Firstly, the nurse was not informed about the family
member and about the complain that they are waiting for last one
hour without any prior information related to the treatment process.
Secondly, Clinical handover from the nursing staff to new nurse is
incongruous. She would have given the full information before
transferring the case of patient. Through analysing the whole
situation, there is lack of interpersonal communication between the
nurse and patient’s family.
From the points that highlighted the evidence of ineffective
communication in the scenario, it is justified to say that people
who are undergoing any health issue are anxious about the
outcomes. Creating good communication relation can be useful to
reduce their concern. Research says effective communication is a

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two-way connection where accurate information is being shared
between care provider and family of patients both verbally and
non-verbally (Bramhall, 2014). Patient and their family need to
communicate in such a way that provides them clear and
unambiguous knowledge about the whole medical process
(Kourkouta & Papathanasiou 2014). Thus, this aid to go to an
erroneous conclusion because nurse was not familiar with the prior
situation.
Patient-family centred approach intend to reduce stress and
apprehension of patients as well as their family. In contrast, lack of
proper communication can result in anger, misunderstanding and
poor compliance (Frenkel & Cohen, 2014). As observed in the case
of Mr Taylor, ineffective communication has caused great havoc in
his family. therefore, caused offensive behaviour by them. Hence,
it is said that Partial disclosure is a breach of right quality
profession. (Alexander, Ellis, & Barrett., 2016). As Mr Taylor and
his family were waiting for an hour in painful condition without
any information from side of health professionals. Thus, can
worsen his fracture situation. It can be said, interpersonal
communication displayed in scenario is ineffective.
Ineffective usage of Patient-family centred care has been
the major cause for this. The care given depend on the priority of
patient’s situation and his concern. Patient-family centred care

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given identifies the individuality and care is in direct flow to
person’s holistic needs (Lusk & Fater., 2013). The care provides
psychological support to patients as well as their family. This
involves effective communication, as nurse deals with patient
verbally, know the problem and make the plan accordingly.
In order to supersede the ineffective communication that
may lead to misinterpretation and incorrect decision, initially nurse
need to manage the aggression of the family to proceed with
treatment. It works on the ability to show negative and positive
attitude in honest way without hurting the rights of others.
Considering miscommunication during clinical handover, SBAR
nursing tool is essential to improve the ineffective communication,
as this involves proper analysis of situation giving background of
patients and making assessment accordingly. (Banihashemi et al.,
2015). The nursing tool SBAR is appropriate to modify the
structure of clinical handover.
From the scenario, there was lack of communication
between Mr Taylor’s family and health professionals. Giving
patient-centred care will be effective as it focusses on asking and
communicating with the patient and their family with respect and
try to acknowledge their concern and provide supportive treatment
accordingly. As the family was worried enough and Mr Taylor was
in tremendous pain, patient-family centred care is justified because

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it helps to manage pain and give mental support to his family. This
will improve the mode of communication and understanding. It is
evident from the scenario that patient’s family was not given any
information regarding the procedure of treatment and nurse first
experience with them is full of disrespect. It was also noted that
nurse was not having any idea about the family due to
miscommunication among nurse staff. To modify the clinical
handover, following the structure of SBAR gives clear assessment
and information about the situation. Thus, this reduces the obstacle
to ineffective communication and give proper sustenance to Mr
Taylor.
Lastly from the above discussion, it can be concluded that
Mr Taylor an 86-year-old man had undergone fracture has faced
the issue of ineffective communication because of lack of efficient
clinical handover among nurses. To complement the issue patient-
centred approach can be employed. SBAR as nursing tool would
be beneficial follow effective framework of clinical handover. It
can be said that effective communication between health
professional and patients is of prime importance. It will avoid any
unsafe diagnosis and treatment. It should be highlighted that nurse
and health professionals need to be responsible enough to get
information about the patient and related situation. Thus, being
self-aware and self-resilience would be a useful tool to prevent
unproductive communication.

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