Reflecting on the communication process in health care. Part 1: clinical practice—breaking bad news. (11th July 2019)

• Record Type: Journal Article
• Authors: Anderson, Beverley
• Is Part Of: British journal of nursing. Volume 28:Number 13(2019)
• Page Start: 858
• Page End: 863
• Publication Date: 2019-07-11
• Subjects: Reflection -- Reflective practice -- Communication -- Emotions -- Complaints -- Management; Nursing -- Periodicals; 610.73
• DOI: 10.12968/bjon.2019.28.13.858
• Languages: English
• ISSNs: 0966-0461

Abstract

Abstract : This is the first of a two-part article on the communication process in health care. The interactive process of effective communication is crucial to enabling healthcare organisations to deliver compassionate, high-quality nursing care to patients, in facilitating interactions between the organisation and its employees and between team members. Poor communication can generate negativity; for instance, misperception and misinterpretation of the messages relayed can result in poor understanding, patient dissatisfaction and lead to complaints. Reflection is a highly beneficial tool. In nursing, it enables nurses to examine their practice, identify problems or concerns, and take appropriate action to initiate improvements. This two-part article examines the role of a uro-oncology clinical nurse specialist (UCNS). Ongoing observations and reflections on the UCNS's practice had identified some pertinent issues in the communication process, specifically those relating to clinical practice and the management of practice-related issues and complaints. Part 1 examines the inherent problems in the communication process, with explanation of their pertinence to delivering optimal health care to patients, as demonstrated in four case studies related to breaking bad news to patients and one scenario related to communicating in teams. Part 2 will focus on the management of complaints.