University Nursing Case Study: Communication Analysis Report

This report analyzes a nursing case study involving a miscommunication between a nurse, a patient, and the patient's family in an aged care facility. The assignment examines both verbal and non-verbal communication elements, including tone, speed, language, and body language, highlighting how misunderstandings can arise. It explores the use of SOAP notes (Subjective, Objective, Assessment, Plan) and SBAR (Situation, Background, Assessment, Recommendation) charts as tools to improve communication and patient care. The report emphasizes the importance of health literacy and effective communication strategies in preventing errors and fostering therapeutic relationships, referencing relevant literature on communication skills, simulated patient interactions, and the impact of communication on patient outcomes. The analysis underscores the need for nurses to be proficient in various communication techniques to ensure patient safety and satisfaction, and to avoid similar misunderstandings in the future.

LITERACIES AND COMMUNIACTION IN NURSING
Name of the Student
Name of the University
Author note

INTRODUCTION
• The nurses play an essential role in the delivering the healthcare services to the patients and in
strengthening the healthcare systems.
• The nurses are responsible for providing cost effective services to the patients.
• The patients can be provided with effective care services if they are communicated properly by the nurses.
• The nurses, doctors and the family members should use proper verbal and non-verbal communication
strategies in taking care of the patient.

Verbal communication in the case
study
• The elements of the verbal communication are :
• Tone of the voice.
• Speed of the voice.
• Language used.
• Volume of the Voice.
• Vocabulary
• Grammar.

• In the given case, a misunderstanding had happened in between the nurse, the
patient, Helena and also the family members of the patient.
• She was admitted in the age care facility as her family members thought it was
unsafe for her to take care of her own.
• I was the registered nurse of the patient.
• By mistake I thought that this patient has been suffer from hearing deficits but
actually she was not suffering from hearing problems.
• It was my mistake that I told her, she could leave care facility as she had
improved a lot.
• The patient did not listen to my tone and got afraid and complained about this to
his son.

• The family members even started misbehaving with me and repeatedly were
asking the reason for me becoming rude to her.
• I was full of grief as in spite of being such good with her, the family members are
behaving rudely with me.
• Somehow I was unable to make them understand that not only me but also the
patient herself was responsible for creating the misyunderstanding. (Yong-Shian,
Selvarajan, Chng, Tan & Yobas, 2016)

Non-verbal communication
• The non-verbal communication is not at all dependent on the words.
• It is sent through the use of one’s body rather than through speech or writing.
• This kind of communication, called body language, can tell a great deal or can
totally the wrong impression (Manojlovich et al., 2015).
• This communication is consists of bodily contact, accent, emotions, facial
gestures, posture error of speech and the timings of speeches (Mulder, Lokhorst,
Rutten & van Woerkum, 2015).

• I was very polite in communicating with the patient, it was the mistake of the
patient that she could not understand my gestures and voice tone.
• I had not showed any such gestures which might hurt the patient.
• I mentioned her son not to believe on everything that her mother is saying him.

• A nurse must not commit any error regarding the assessment of the patient.
• The nurse might not have exchanged the clinical report of the patient with
another one.
• The wrong assessment lead her to talk with the patient with a little higher voice
which created the miscommunication among them.
• The conversation among the nurse and the family members of the patient also
showed that the continuation of the miscommunication among them.
• The nurse failed to show her competency and confidence in the profession.

SOAP notes
Subjective.
• The patient had been claiming that the nurse had asked her to leave the age care facility.
• She misunderstood the way the nurse spoke with her.
• Actually she was praised for quick recovery.
• She misunderstood this and thought that she wad told to leave as she was recovering.
Objective.
• The health officer must note down some of the important aspects that happened in that say.
• The officer must consider my mistake of changing the clinical report of Helena with another person who was
suffering from hearing deficits. ‘
• The officer must also consider each and every statements of the patient and the family members as well as
mine.
• I have said that I was not as rude as the patient and family members were claiming.

Assessments
• The health officer must carefully consider whether the patient has improved to such extent to get discharged
from the aged care facility.
• The health officer must analyze the original reason of the miscommunication.
• The family members must be understood that the nurse was not only the reason for the miscommunication,
but the patient was also responsible for all these.
Plans
• The objective must be to reduce the communication gap among the patient, the family members and the
nurse.
• Proper patient education can be provided regarding the effective communication strategies.
• The nurses must also be taught about the communication strategies.

SBAR chart
Situation
• The patient claimed that the nurse had asked her to leave the aged care facility
but did not mentioned about the reason behind the nurses for saying all these.
• She misunderstood the way she was spoken.
• Actually she was praised for quick recovery.
• The patient misunderstood this and thought that she was told to leave as she
was recovering.
• Actually the patient was not listening properly to the nurse.

Background
• The health officer must note down some of the important aspects that happened in that case.
• The mistake of the nurses in changing the clinical report of Helena with another person who was
suffering from hearing deficits must be considered.
• The officer must consider each and every statements of the patient and the family members as
well as statements of the nurse.
• The nurses claimed that she was not as rude as the patient and family members claimed.
Assessments
• The health professional must carefully consider whether the patient has improved to such extent
to get discharged from the aged care facility.
• The health officer must analyze the original cause behind the miscommunication.
• The family members must be understood that the nurse was not only the reason for the
miscommunication, but the patient was also responsible for all these