Gwen Servellen
University of California, USA
Title: Quality care: Communication skills work...if we use them
Biography
Biography: Gwen Servellen
Abstract
There is ample evidence that health professionals do not always communicate as well as they should. Nursing is not alone; this can be said about most health professionals having direct encounters with patients and their families Noted scholars and professional organizations emphasized that communication skills are critical to providing patient- and family-centered care and warn that health professionals lack adequate training and education in using communication skills to provide high-quality patient-centered care. The deficit in communication skill training is important across the board, but particularly in health promotion and chronic illness, two concerns driving the direction of healthcare worldwide. Quality communications promote high-quality patient-centered care, accurate identification of patients’ problems, health care utilization, adherence to treatment, shared decision-making, and satisfaction with care. Core competencies; include active listening, empathy and compassion, and appropriate use of questions. There is some evidence that lower work stress is associated with strong communication skills. In any case, the greater part of specialists doesn’t feel sure about their relational abilities or maybe have had no formal preparing by any means. If their skills were improved, it follows that quality of care could improve, and costs of this care might be reduced. Educational preparation is foundational, but supportive work environments are also extremely important. This presentation will focus on the role of communication skills in primary care practice and evidence to support the link between communication skills, quality care outcomes, and patient satisfaction. Samples of dialogue will be offered to illustrate points made. The role of informational technology in shaping healthcare communications, good and bad, will be highlighted.