Promote effective communication in a healthcare environment
Overview
This standard is about promoting effective communication
with individuals, or groups of individuals, in a healthcare environment. You will be expected to apply a variety of communication methods and approaches, appropriate to individuals and the situation, in order to facilitate and promote constructive outcomes. You will be expected to be able to communicate effectively on difficult, complex and sensitive issues and ensure that your practice reflects up-to-date information, policies, and digital advancements.
Performance criteria
You must be able to:
P1. establish consent and access information on the communication preferences and needs of individuals
P2. select and use the most appropriate methods, techniques and approaches of communication, including digital platforms, across a variety of situations to facilitate and achieve positive outcomes
P3. initiate direct contact with individuals when appropriate to do so
P4. identify ways to engage individuals and encourage them to communicate with you
P5. adapt the content and style of your communication to meet the needs of the individual or groups
P6. be perceptive to individuals' reactions, modifying the content and style of your communication to promote positive outcomes
P7. support individuals to exchange communications with others
P8. check that you understand what is being communicated
P9. ensure others understand the information that you are communicating and clarify points where necessary
P10. respect individuals' wishes not to engage in communication
P11. provide relevant, appropriate and comprehensive information when you are communicating with others ensuring accessibility and understanding
P12. respond promptly and effectively to emerging challenges
P13. maintain and respect confidentiality of information in all communications in line with organisational and legal requirements.
P14. work effectively within teams and multidisciplinary settings, modelling positive communication and resolving conflicts where they arise.
P15. engage in reflection and quality improvement processes to enhance communication practices.
P16. promote a culture of openness, feedback, and continuous learning in communication.
P17. contribute to all relevant documentation required for promoting effective communication in a healthcare environment.
Knowledge and Understanding
You need to know and understand:
K1. how to access and interpret all relevant work instructions, legislation, guidelines, policies, procedures and protocols needed to promote effective communication in a healthcare environment
K2. the organisational policies, procedures and codes of conduct relevant to your responsibilities when communicating with individuals about complex and sensitive issues, including confidentiality, information governance, and data protection.
K3. the communication methods and approaches best suited to the situation that:
a. promote equality, diversity and inclusion
b. uphold the rights of people to communicate in their preferred method, media, and language, including the use of interpreters, accessible formats, and digital platforms
c. encourage individuals to engage in communications
K4. the importance of promoting a positive flow of information between individuals, teams, and services, including the use of digital communication tools and electronic health records.
K5. the importance of clear, timely, and accurate communication to maintain patient safety and quality of care, particularly during urgent or high-risk situations.
K6. the different approaches, methods and techniques that support individuals when handling complex and sensitive issues including conflict and calmly addressing difficult issues
K7. how to adapt communication styles in ways which are appropriate to the needs of the individual or group
K8. how to diffuse or discourage conflict during challenging situations
K9. when to recognise silence as an effective aide during verbal communication
K10. the importance of your communication skills in relation to supporting others
K11. how your communications skills reflect on you and your organisation
K12. the principles of confidentiality, security and sharing of information for the environment in which you work including when and how information can be shared for safeguarding or care coordination.
K13. how to complete and safely store all relevant documentation in accordance with organisational requirements