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Communication skills in Emergency Department
- 1. Communication Skills in ED 1 Shum Dev Consultant in Emergency Medicine
- 2. Introduction • What is communication skills? • Good Medical Practice • Ethical principles • Handover • Conflict resolution
- 3. Communication skills • Communication skills are abilities you use when giving and receiving different kinds of information • 5 essential communication skills - WRITTEN COMMUNICATION: ideas & information through written language - ORAL COMMUNICATION: ideas & information through spoken language. - NON-VERBAL AND VISUAL COMMUNICATION. ... - ACTIVE LISTENING. ... - CONTEXTUAL COMMUNICATION.
- 4. Effective communication • Verbal Communication • Non-verbal Communication • Active Listening • Written Communication • Educating Patient • Making Personal Connections • Cultural Awareness • Compassion and Trust
- 5. GMC Good Medical Practice 5 • Make care of patient your first concern • Be competent and keep professional knowledge and skills up to date • Take prompt action if you think patient safety is being compromised • Establish and maintain good partnerships with patients and colleagues • Maintain trust in you and profession by being open, honest and acting with integrity
- 6. GMC: Duties of a doctor 6 • Knowledge, skills and performance • Safety and quality • Communication, partnership and teamwork • Maintaining trust
- 7. Ethical principles 4 main ethical principles • Beneficence • Nonmaleficence • Autonomy • Justice
- 10. Handover
- 11. SBAR Handover
- 12. Conflict resolution • Informal or formal process that two or more parties use to find a peaceful solution to their dispute • Strategies used to handle conflict: - avoiding, defeating, compromising, accommodating, and collaborating
- 13. Conflict resolution Conflicts can arise: • with patients • with families/relatives • with physician colleagues • with other healthcare professionals • with administrators • with others 13
- 14. Conflict resolution Sources of conflict: • interpersonal relationships • information • interests • organizational structures and roles • values and beliefs 14
- 15. Conflict resolution Skills required: • effective communication such as active listening • problem solving • staying calm • focusing on how to tackle the problem • compassion • empathy
- 17. 17 ?
- 18. 18 Summary • Effective communication is vital • Importance of GMC Good Medical Practice • Understand basic ethical principles • SBAR Handover tool as a form of communication method • Conflict resolution: ideas, concerns and expectations