Communication with Patients

Research demonstrates that nursing communication is the measure that most directly correlates to a hospital’s overall rating. Consequently, a nurse’s ability to communicate well and connect with patients can help build relationships, prevent errors, and provide a higher level of care.

Nursing communication is an essential element in all areas of patient care.

This includes prevention, treatment, therapy, rehabilitation, and health education. Nurses manage medications, help control pain, coordinate care with providers, and ensure patients receive help when needed; all of which have a direct effect on the overall satisfaction and care of the patient. By taking steps to improve nursing communication, hospitals can reduce medical errors, improve patient outcomes, and maximize the patient’s overall experience.

Staff Education Video Sample

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When a patient arrives at the hospital, they come with their own predetermined beliefs and expectations about the care they should receive. When it comes to patients’ care, nothing could be more basic or essential than communication. Nursing communication with patients is a key factor in building an “Always Culture”. It is imperative that nurses provide patient care that demonstrates courtesy, kindness, and sincerity. The staff education video will discuss specific skills and best practices to improve nursing communication with patients.

Nurses have incredible influence over direct care and can make or break a patient’s experience. The Nurse Communication domain in the HCAHPS survey is the greatest influencer of the patient’s overall satisfaction score.

The HCAHPS survey questions that deal with communicating with nurses are:

During this hospital stay, how often did nurses treat you with courtesy and respect?
How often did nurses listen carefully to you?
How often did nurses explain things in a way that you could understand?

Tactics & Best Practices

GENERAL TACTICS

These questions address listening and communication, and if it was provided with courtesy and respect. It sounds simple, but in order to achieve an “always culture”, where patients answer survey questions with “always”, it is necessary to actively practice the basics of patient communication for every patient, every time.

While there are specific tactics that pertain to each of the questions on courtesy and respect, listening, and explaining; there are some general tactics with regards to communication that deserve attention.

COMMUNICATION BOARDS
The communication boards in patients’ rooms are an excellent strategy for increasing communication with patients. Not only should the boards be constantly updated with information, but timeliness and consistency should be a priority.

REGULAR ROUNDING
Regular rounding on patients is a tactic that can help with every metric of HCAHPS. Setting expectations and communicating effectively will help set patients’ expectations and give them a sense of being heard and well cared for.

BEDSIDE SHIFT REPORT
Bedside shift reporting is a conversation between the off-going nurse, the on-coming nurse, the patient, and their family. This is an ideal time to demonstrate courtesy and respect, listening, and clear communications.

COURTESY & RESPECT

Research shows that non-verbal communication and tone of voice communicate much more to patients than actual words. There are many tactics that can be used by staff to effectively demonstrate courtesy and respect when communicating with patients. Implementing the right communication tactics can help improve patient care and patient satisfaction.

CLEAR EXPLANATIONS

One of the most impactful strategies to promote effective communication is clear explanations about a patient’s care. Explaining care is the process of communicating the “what” and “why” of any patient care situation. Utilizing the right messaging and maintaining consistency throughout the patient’s experience is essential.

LISTENING

Listening is one of the most important aspects of nurse communication, and it can have a profound impact on patient satisfaction. By listening effectively, nurses can be attentive to the needs of the patient and coordinate their care accordingly. Engaging with patients and their families, listening to their concerns, and communicating clear care explanations are all essential steps to providing a more memorable patient care experience.

Download a PDF Summary

Download a summary of the Communication with Nurses video and the tactics used to address specific HCAHPS survey questions.

Patient Education Video Sample

Watch this short sample of the Always Culture patient education video on Communication with Nurses

Preview the Spanish version.

Want to see more?

See our Patient Education Videos

Research demonstrates the importance of good communication between patients and medical staff, and its effect on the patient’s experience. There is also a wealth of evidence linking poor communication with malpractice, patient dissatisfaction, non-adherence, and poor treatment outcomes. Therefore, the significance of implementing the right communication strategies is of the utmost importance.

The Patient Education Video addresses how providers and staff will communicate with the patient through each step of their hospital stay. It discusses the measures caregivers will take to ensure they are informed and well cared for, so they can focus on their recovery.

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