The principal reason for requesting feedback when communicating with patients

Patient experience encompasses the range of interactions that patients have with the healthcare system, including their care from health plans, and from doctors, nurses, and staff in hospitals, physician practices, and other healthcare facilities. As an integral component of healthcare quality, patient experience includes several aspects of healthcare delivery that patients value highly when they seek and receive care, such as getting timely appointments, easy access to information, and good communication with health care providers.

Understanding patient experience is a key step in moving toward patient-centered care. By looking at various aspects of patient experience, one can assess the extent to which patients are receiving care that is respectful of and responsive to individual patient preferences, needs and values. Evaluating patient experience along with other components such as effectiveness and safety of care is essential to providing a complete picture of health care quality.

Patient Experience Differs from Patient Satisfaction

The terms patient satisfaction and patient experience are often used interchangeably, but they are not the same thing. To assess patient experience, one must find out from patients whether something that should happen in a healthcare setting (such as clear communication with a provider) actually happened or how often it happened.

Satisfaction, on the other hand, is about whether a patient’s expectations about a health encounter were met. Two people who receive the exact same care, but who have different expectations for how that care is supposed to be delivered, can give different satisfaction ratings because of their different expectations.

CAHPS Surveys Measure Patient Experience

While there are various ways to gather information on patient experience, CAHPS surveys have become critical tools for organizations interested in assessing the patient-centeredness of the care they deliver and identifying areas for improvement. CAHPS surveys do not ask patients how satisfied they were with their care; rather, they ask patients to report on the aspects of their experiences that are important to them and for which they are the best, and sometimes the only source of information. Because the surveys ask well-tested questions using a consistent methodology across a large sample of respondents, they generate standardized and validated measures of patient experience that providers, consumers, and others can rely on.

Relating Patient Experience to Other Quality Measures

A positive patient experience is an important goal in its own right. Moreover, substantial evidence points to a positive association between various aspects of patient experience, such as good communication between providers and patients, and several important healthcare processes and outcomes. These processes and outcomes include patient adherence to medical advice, better clinical outcomes, improved patient safety practices, and lower utilization of unnecessary healthcare services.

Some studies show no association between patient experience and clinical processes and outcomes, but this is not surprising. Many factors other than patient experience can influence processes and outcomes. This is part of the reason why combining patient experience measures with other measures of quality is critical to creating an overall picture of performance.

Learn more:

• 
  CAHPS Surveys: Sorting Fact From Fiction—An interview of Rebecca Anhang-Price, Policy Researcher; Associate Director, Health Services Delivery Systems, RAND.

• 
  Interview with Susan Edgman-Levitan on patient-experience measures and their relationship to health outcomes—Audio interview of Susan Edgman-Levitan, executive director of the John D. Stoeckle Center for Primary Care Innovation at Massachusetts General Hospital. Supplement to the N Engl J Med 2013; 368:201-203.

• Cleary PD. Evolving Concepts of Patient-Centered Care and the Assessment of Patient Care Experiences: Optimism and Opposition. Journal of Health Politics, Policy and Law 2016. 41(4):675–96.

• Anhang Price R, Elliott MN, Zaslavsky AM, et al. Examining the Role of Patient Experience Surveys in Measuring Health Care Quality. Medical Care Research and Review 2014 July. 71(5):522–54.

  Communication in nursing is one of the most important components of the job, as it can have a direct effect on patient safety and outcomes. Nurse communication skills can also encourage collaboration with colleagues and have a direct bearing on your career success. 

  But isn’t communication just a “soft skill”? Perhaps so, but the American Association of Critical-Care Nurses asserts that “nurses must be as proficient in communication skills as they are in clinical skills.” They go on to say that skilled communication can save lives, and have a profound effect on individuals and organizations.

  Nurses are in constant communication with patients and their families, from initial introductions that can put people at ease, to getting feedback on a patient’s condition, to giving vital take-home instructions. Nurses also need to communicate with all members of the medical team, both in person and through various reports. All written nurse communication may be reviewed for accuracy, safety, and even legal issues.

  Thus, it is extremely important for nurses to have strong communication skills, and be vigilant about using best practices throughout every shift. The following list highlights some of the most important communication skills in nursing that can help you ensure a successful career.            

  The Top 10 Communication Skills in Nursing

  1. Nonverbal Communication           

  You can communicate a powerful message without saying a word, be it positive or negative. For instance, folding your arms might indicate to colleagues or patients that you are closed off and unwilling to listen. Shaking your head or rolling your eyes can also have an extremely negative effect, even if done subconsciously.

  So, be more aware, and be proactive about practicing good nonverbal nurse communication skills. These include making eye contact and controlling the tone of your voice. Appropriate body language, posture, and a simple smile can also go a long way.

  Want an easy-to-implement communication strategy? One 2017 study found that nurses who sat more during patient interactions increased trust levels and resulted in a four-fold increase in patient satisfaction scores.                                                                         

  2. Active Listening

  Listen to understand, not solely to respond—this is one of the best principles for active listening. 

  An defines active listening as simply “actively listening” to what is being said, which may involve all of your senses. Also called “attentive listening,” it involves five key elements: (1) paying attention (without interrupting); (2) using body language that shows that you are listening; (3) giving feedback; (4) summarizing; and (5) deferring judgment and responding appropriately.

  3. Personal Relationships

  Even when shifts get busy, it’s important to remember that patients are not just a “case” that you have to handle. Each person deserves your respect and attention. Nurses can show care, compassion, and kindness while obtaining and providing information to patients. 

  You must be able to demonstrate a level of interest in the collaborative relationship. This will help the patient feel accepted and build their trust in you.

  4. Inspire Trust

  For the 20th straight year, nurses led Gallup's annual ranking of professions for having high honesty and ethics, eclipsing medical doctors in second place by 14 points – 81 percent vs. 67 percent.

  How can you maintain that trust? Always keep your word. Never make promises you may not be able to keep. When you are with a patient, be present. Listen to your patients, take their complaints or concerns seriously, and remember your role as patient advocate.

  5. Show Compassion

  Treat patients with respect and dignity. Remember that being in the hospital can be scary—for both children and adults. Patients may feel depressed, helpless and/or anxious. Plus many are in pain. Put yourself in the shoes of your patient. Doing so will help you convey empathy while using your nurse communication skills.

  Some of the ways you can communicate compassion are by getting to know your patients better to understand their needs, by providing emotional support during difficult times, and by showing an interest in them and their situation.

  6. Cultural Awareness

  Every patient is unique. They may come from different countries, cultures or religions. 

  Common practices and gestures are not accepted by all cultures. Consider your attitudes and actions, and strive to be culturally sensitive every time you communicate with a patient. Language can also be a barrier, so get familiar with translation resources at your hospital or other facility.

  7. Educating Patients

  This nurse communication skill is at the heart of nursing, and one of your key responsibilities. You must be able to explain disease processes, medications, treatments and self-care techniques to patients and their families. 

  Education should be collaborative, and targeted to the patient’s level of understanding. Break down medical jargon into simple terms. Ask patients questions and use teach-back techniques when possible.

  8. Written Communication

  Writing skills are still essential for nurse-to-nurse communication, nurse-to-physician communication, and in patient communications. From text messages to patient charts to clinical study analyses, always ensure your written communication is concise, accurate and easy to understand. 

  Write in complete sentences that are grammatically correct. Only use approved abbreviations and terminology that is universal. Finally, if you aren’t entirely sure about someone else’s written communication, be sure to clarify the details before acting on it.

  9. Presentation Skills

  Nurses in leadership positions are not the only ones who need this communication skill. You may be asked to present information to nurses or other staff members on a small or large scale. 

  Plan your message. Create pleasing visual aids that add value to the presentation. Know your audience, understand what they want from your presentation, and practice what you want to say in the allotted time frame. When you get ready to present, take a deep breath, speak clearly and remember to smile.

  10. Verbal Communication

  Verbal nurse communication skills are of the utmost importance, and poor communication can have dire consequences. One situation where this has become apparent is during patient handoffs between caregivers. The Joint Commission notes that inadequate hand-off communication is a contributing factor to adverse events including wrong-site surgery, delay in treatment, falls, and medication errors.

  To ensure effective verbal communication, consider your audience and the situation. For instance, communicating with pediatric patients in a clinical setting will take a different approach than communicating with your ER colleagues in assessing and treating a trauma patient.

  Speak in clear, complete sentences whenever possible, and consider your tone when speaking. Be alert to appropriate timing and try to avoid distractions. Be sure to provide the information the other person will need to answer your question or respond appropriately.

  Becoming an Expert at Nurse Communication

  Nurse communication skills are indispensable to your success as a nurse, and with continued practice in these key areas, you can become a nurse communication expert.

  Looking for new opportunities to use your skills? NurseChoice is seeking talented nurses for short-term travel nursing assignments across the country. Just complete our quick application to connect with a recruiter.

  What is the most common communication error in patient care?

  The most common communication failures between clinicians involve the miscommunication of important information about a patient's symptoms or condition and poor documentation of patient information.

  Why is it important to communicate effectively with patients quizlet?

  Because it helps the health care professional understand and therefore more effectively address the needs of each patient.

  Which aspect of our communication is most likely to convey our true feelings and beliefs?

  Body language is the unspoken part of communication that we use to reveal our true feelings and to give our message more impact. Communication is made up of so much more than words. Nonverbal cues such as tone of voice, gestures and posture all play their part.

  What is the one of the best ways to clarify what the patient is trying to say?

  What is the one of the best ways to clarify what the patient is trying to say? Paraphrase—put the patient's meaning into your own words and give the patient the opportunity to confirm that your statement is correct.