Analysis of Professional Communication Skills in the Healthcare Sector

This report provides a comprehensive overview of professional communication skills within the healthcare sector, emphasizing their critical role in effective patient care. It delves into the significance of both verbal and non-verbal communication, highlighting how language, body language, and facial expressions influence interactions with patients, families, and healthcare teams. The report also explores the importance of effective documentation for ensuring accountability and facilitating interprofessional collaboration. Furthermore, it discusses patient-centered care, a modern approach that prioritizes patient involvement and autonomy in treatment plans. The report uses a case study of Bruce O’Grady to illustrate the practical application of these skills in fostering therapeutic relationships, promoting treatment adherence, and improving overall patient satisfaction. The report concludes by underscoring the combined impact of these skills in building trust and enhancing the quality of care delivery.

Running head: PROFESSIONAL COMMUNICATION SKILLS 1
Professional Communication Skills
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Professional Communication Skills 2
Contents
Introduction.................................................................................................................................................3
Verbal communication................................................................................................................................3
Non-Verbal Communication.......................................................................................................................4
Effective documentation..............................................................................................................................5
Conclusion...................................................................................................................................................6
References...................................................................................................................................................7

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Introduction
Communication is important in the society. The health sector is one area that highly depends on
it. Communication is defined as the sending and receiving of information between two or more
people. It is a two way process that depends on passing of information and receiving its feedback
(McCabe & Timmins, 2013). In the nursing field communication is integral for effective health
care delivery as it facilitates accurate identification of patient’s problems. It also promotes the
patient’s own understanding of the issue, illness or disease which helps in promoting treatment
adherence. Effective communication is associated with both provider and patient satisfaction as
it brings about therapeutic relationship between the two (Maguire & Pitceathly, 2002). Effective
communication is characterized by a number of skills. These are verbal and non-verbal skills,
patient centered care and documentation of care.
Verbal communication
This is a form of communication expressed through words. It can be written or spoken. The
language used in verbal communication is highly dependent on one’s intellect, educational
background, geographical background and ethnic origin. Before communicating or addressing an
audience, one should weigh the audience in order to use the appropriate language. Verbal
communication is seen during interactions with the patient, family members and other staff,
writing care plans and recording of progress. It is also seen in public speaking, written
publications and designing brochures, posters and signs (Hill, Hall, & Glew, 2014).
In the case of Bruce O’Grady, verbal communication is first utilized during introduction between
the nurse and Bruce. This is key in the establishment of a therapeutic relationship as it helps in
reducing one’s anxiety and brings about trust making open up during the discussion. During

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assessment, both open and closed ended questions are used in order to deduce and understand the
underlying issue, the causes and risk factors and possible interventions. The findings are
recorded so that other health care professionals can access it. This information can also be
presented to the healthcare team through oral presentation.
Non-Verbal Communication
This is a form of communication whereby information is transmitted from one person to another
without the use of words. It is commonly known as body language. There are many forms of
non-verbal communication. First we have touch. This is persona and the meaning usually differs
based on cultural background, religion, geographical and ethnic origin and many other factors.
What can be defined as polite in one culture, can be considered improper in another. It is
essential in the communication of feelings and emotions. It helps people connect and expresses
feelings of comfort through affirmation, increasing one’s self esteem and providing reassurance.
On the contrary it can also express feels of anger, frustration and aggression (Hill, Hall, & Glew,
2014).
Facial expressions are another form of non-verbal communication. This includes the use of our
faces to communicate. They are important in the expression of feelings. For example; smiling,
laughing, grimacing, rolling of the eyes etc. Understanding the facial expression helps in the
identification of some diseases like Parkinson’s disease where this function is inhibited (Hill,
Hall, & Glew, 2014).
Gestures are the other form and they involve the use of one’s body in passing information to
another person. Examples include waving, thumbs up, fist bump etc. Gestures are mostly used
with people who cannot express themselves through words. These people include the deaf and

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dumb whose main communication style is the use of sign language. One’s knowledge of this
helps one to cater for a broad spectrum of people.
A registered nurse needs to understand non-verbal communication as they help express more
information than words do. People at times tend to lie but their non-verbal cues help in the
discernment of the truth. Non-verbal cues in our scenario will be most helpful during assessment
of Mr. Bruce and also in the discernment of his needs and wants.
Effective documentation
Documentation helps in the recording and also ensures the accountability of persons. Effective
documentation helps the patient and the healthcare providers to understand the key issue.
Assessment, findings, interventions and patient’s progress are documented. This is a key factor
in interprofessional collaboration as health care professionals can access the necessary
information for provision of care. This information can be written or generated electronically
(Hill, Hall, & Glew, 2016).
Documentation in our case will have information of Bruce’s underlying issue of deep chesty
coughs and the causes of precipitating factors like smoking, alcohol use, unhealthy diet and
sedentary lifestyle. This information would help in diagnosis and the planning of management.
Patient centered care
This is a current trend in healthcare where the patient is a participant who is invested and a part
of every step of care. Patient centered care is most efficient in bringing about behavioral and
lifestyle changes in patients. It is embodied in the principles of autonomy, respect, dignity,

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empathy, choice and the care (Levett-Jones & Barraclough, 2013). A patient is viewed as a
unique participant with different factors, strengths and resources.
In our scenario, patient centered care would have been very efficient in bringing about both
behavioral and lifestyle changes in Bruce. Bruce engages in smoking, drinking alcohol,
sedentary lifestyle and unhealthy eating behavior which might cause or exacerbate the situation.
Through patient centered care, a management plan can be developed in regards with his strengths
and resources so as to ensure treatment adherence. Through therapy, Bruce can be guided on
healthy eating and a more active lifestyle either through walks, stretches and jogging so as
strengthen his bone mass and be more fit. Therapy can also be offered in order to reduce or stop
the smoking and alcohol use.
Conclusion
Effective communication through verbal and non-verbal cues, effective documentation and
patient-centered care help foster a therapeutic relationship between the healthcare provider and
the patient as there is respect, autonomy, empathy, dignity and trust in provision of care.
Together they help in promoting effective communication. The inclusiveness of the patient in
management also helps focus the plan from the disease to the person which helps in treatment
adherence and relapse prevention.
References

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Hill, R., Hall, H., & Glew, P. (2014). Fundamentals of Nursing and Midwifery : A Person-
Centred Approach to Care. Philadelphia: Wolters Kluwer Health.
Hill, R., Hall, H., & Glew, P. (2016). Fundamentals of Nursing and Midwifery: a person-centred
approach to care. Philadelphia: Wolters Kluwer Health.
Levett-Jones, T., & Barraclough, B. (2013). Critical Conversations for Patient Safety: An
Essential Guide for Health Professionals. Melbourne: Pearson Australia.
Maguire, P., & Pitceathly, C. (2002). Key communication skills and how to acquire them. bmj ,
697.
McCabe, C., & Timmins, F. (2013). Communication Skills for Nursing Practice. Hampshire:
Macmillan International Higher Education.