Communicate effectively in a healthcare environment
Overview
This standard is about communicating effectively with individuals in a healthcare environment. You will be expected to communicate effectively with a number of people in a variety of situations. You will be expected to use your initiative and follow organisational procedures in times of crisis.
Performance criteria
You must be able to:
P1. select the most appropriate method of communication and confirm with individuals that this is their preferred method of communication
P2. establish consent and access information on the communication preferences and needs of individuals
P3. ensure that the environment for communication is as conducive as possible for effective communication
P4. identify any communication barriers with the individual
P5. clarify points and check that you and others understand what is being communicated
P6. actively listen and respond appropriately to any questions and concerns raised during communications
P7. establish lines of communication which enable you to communicate with individuals in other locations in times of need or emergency
P8. maintain confidentiality of information where appropriate to do so
P9. reflect on how you carried out your role and responsibilities to communicate effectively, with feedback from others
Knowledge and Understanding
You need to know and understand:
K1. the importance of responding promptly and appropriately
K2. the importance of:
a. focusing on the individual
b. space and positioning when communicating
c. body language and eye contact when communicating
d. giving individuals sufficient time to communicate
e. using the individual's preferred means of communication and language
f. checking that you and the individuals understand each other
g. adapting your communications to aid understanding
h. active listening
K3. the difficulties that can arise as a result of specific situations in your area of work and how and where to seek advice when faced with situations outside your sphere of competence
K4. methods of working with, and resolving conflicts or barriers that you are likely to encounter when communicating with individuals
K5. methods and ways of communicating that:
a. support equality and diversity
b. support the rights of people to communicate in their preferred method, media and language
c. are effective when dealing with, and challenging discrimination when communicating with individuals
K6. the principles of confidentiality, security and sharing of information for the environment in which you work
K7. how to adapt communication styles in ways which are appropriate to the needs of the individual
K8. how your communication skills reflect on you, your organisation and/or workplace
K9. how to complete and safely store all relevant documentation in accordance with organisational requirements