Effective Communication in Healthcare: Enhancing Patient Care

1 The Role of Communication Name: Natasha Williams Instructor’s name: Dr Dina Ziadlou Course name: Health Services Management 1 Course number: HTHS 301 School name: Bryant & Stratton College Date: 01/20/24

2 To: Physician, Nurse Clinical Leader, Hospital Executive Team From: Natasha Williams- Program Administrator Date: January 27 th , 2023 The Role of Communication As we all know by now that effective communication amongst healthcare professionals is imperative. When providing high-quality care, we need to have accurate and efficient communication happening within the organization. Communication can be spoken words, written words, or non-verbal cues which consist of facial expressions, speaking tempo, vocal pitch, voice tone, gestures, or even your body language. In addressing the issue about one of our physician whose healing outcome in the centers clinical database has been shown to be below standardized expectations, communication has played an effective role in addressing this issue. Reason so, our patients have communicated verbally or through spoken words with other medical professionals within the practice stating the poor care they have been experiencing, which have led them in bringing to my attention also through spoken words in addressing the matter/situation. I have chosen to communicate with you all through written words by sending out this email informing you about the situation and how I intend to take further actions in addressing the matter for the betterment of the center and our fellow physician. Communication is very essential in developing productive relationships. One skill that can help and plays a vital role in communicating is our listening skill. Being able to listen and do it actively help a great lot, by this doing you can address any situation and in return provide a positive feedback long-term. With listening skills, it all trickles down to our soft skills which

3 includes how we interact with each other, this depends on our people and social skills, attitudes, and our social and emotional intelligence. Lastly, I would like to address managing patient complaints, concerns, and patient satisfaction. Communication and active listening plays also a vital role in this aspect of healthcare and as healthcare organization we must listen and communicate with our patients so that we can address and manage any complaints or concerns to provide great service and patient satisfaction. Has a healthcare organization we have processes in place when addressing patients’ complaints and grievance to comply with federal regulations and accreditation standards, as well as protecting patients and reducing liability. I would hope by now that we all understand the Center for Medicare and Medicaid Services (CMS) outlines requirements for addressing grievances in their Condition of Participation (CoPs), and in addition the Joint Commission on Accreditation of Healthcare Organization (JCAHO) which requires that health facilities address and resolve complaints from patients and families. Both organizations deemed that for status purposes, health organizations must establish a mechanism for timely referral of patient’s complaints regarding the quality of care. I would hope that we all can use this information as a way to better our communication and the way we care for our patients and continue provide the best quality care and remember that patients’ satisfaction matters.

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4 Reference: Kumah, E., Osei-Kesse, F., & Anaba, C. (2017). Understanding and using patient experience feedback to improve health care quality: Systematic review and framework development. Journal of Patient-Centered Research and Reviews, 1, 24. https://doi.org.libproxy.bryantstratton.edu/10.17294/2330-0698.1416 Prakash B. (2010). Patient satisfaction. Journal of Cutaneous and Aesthetic Surgery, 3(3), 151– 155. https://doi.org/10.4103/0974-2077.74491 U.S. Department of Health and Human Services. (2019). Report to congress on privacy rule and security rule compliance. Retrieved from https://www.hhs.gov/sites/default/files/compliance-report-to-congress-2015-2016- 2017.pdf U.S. Department of Health and Human Services, Office of Disease Prevention and Health Promotion. (2020). Healthy people 2020: Access to primary care. Retrieved from https://www.healthypeople.gov/2020/topics-objectives/topic/social-determinants-health/ interventions-resources/access-to-primary

The Role of Communication

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