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40 Cards in this Set

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complex process involving senses as well as active listening, multidimensional, nonverbal, dynamic process of passing info.
Communication
*sender-transmits the message to receiver.
*message-thought or idea to be communicated by sender.
*channel-method used to transmit the message; they are the senses.
*receiver- receives the message
*feedback-is that which the receiver provides to the sender to confirm what the interpretation of message.
communication process
key to effective communication; demonstrated by eye contact, posture, and communicating with appropriate body gestures and verbal messages and language that reflect understanding, empathy, acknowledgement of concern and appropriate reassurance.
active listening
being aware or insightful so as to understand another person's feelings, thoughts, and behaviors; putting oneself in another persons place.
empathy
*it is not sympathy
*it is not pity
To gain empathy:
-identify with the person and focus on giving the person attention.
-incorporate the persons experience
-reverberate
-detach
empathy
communication that provides information, feedback, a sense of hope and support to the receiver.
therapeutic communication
components:
-empathy and caring
-active listening
-skillful questioning
-reflecting, pauses and silence, focusing and clarifying with techniques that get to the heart of the matter.
-professional behavior that builds trust
therapeutic communication
includes recognizing, understanding and valuing differences, and adapting care to reflect the context of the patients culture.
cultural competance
small number of consistent people committed to a relevant shared purpose with common performance goals, complementary and overlapping skills, and a common approach to their work. members hold themselves mutually accountable.
team
members have a unified commitment to a common purpose, competent and have complementary skills, share a common approach to the work, and are mutually accountable.
effective team
have a joint purpose--the final outcome is a result of the individual efforts or actions of each member. Each member is accountable for his/her own effort.
working group
work together in a way that increases the group's effect or impact. combined efforts is greater than the sum of the individual efforts. established goals are measured and evaluated. accountable for their individual contributions.
real team
comprised of individuals who think they are a team but really aren't. lack a common purpose, unable to focus on a goal and are more concerned about themselves, poor interpersonal relationships.
pseudo-team
various patient care teams (nursing, surgery, trauma, rehab). They have a common purpose and share a core set of skills.
primary work team
determined by the organizational chart of the company. members designated department heads. share a common purpose.
leadership teams
established to address specific issue or mission. examples: quality assurance team or special project team. Function for a short time and are disbanded once the project is completed.
ad hoc teams
-Forming or orientation
-Storming or conflict
-norming or teamwork
-performing or working
-transforming
Phases of team development
members experience a variety of feelings which are directly related to the outcome of the resolution process.
resolution aftermath
-Active listening
-Self-awareness
-Use of I statements
-Rephrasing
-Summarizing
Successful teaming
refers to focusing on the content of the message and attending to the intent and feelings of the speaker. Refrains from evaluating the speaker during the presentation.
active listening
skilled listener is aware of his/her own prejudices and avoids reacting to emotionally charged statements. enables the individual to control what and how he/she communicates.
self-awareness
allows the speaker to clearly state how an issue makes him/her feel. rational and do not place blame on the listener.
I statements
technique used to check for accuracy or understanding
rephrasing
allows the listener to focus the communicationa or pull the salient points together.
summarizing
-provider: enables people to meet their needs by sharing, respecting the other parties.
-teacher: gives the people skills to handle conflict.
-bridge builder:reduces potential for conflict excalation by forging relationships.
-mediator:reconciles conflicting interests by facilitation communication.
-arbiter:acts as judge, can determine right or wrong.
-equalizer:promotes the fair sharing of power
-healer:listens completely
-witness:watches for early warning signs of conflict.
-referee:establishes rules and limits for fair fight.
-peacemaker:provides both parties protection by interposing self between them.
3rd siders
Federal Healthcare systems:
-Veterans Administration (VA)
-Military Medical Care System
-Indian Health Services
Federal Healthcare systems
Federal Agencies:
-Health Resources & Services Admin. (HRSA)
-Bureau of Health Professions
-Public Health Service
Federal Agencies
Health Promotion:
-discovery that human behavior plays an important role in illness and health
-awareness of the limitations of the biomedical model
-empowerment of individuals and communities to be responsible for their own health
-realization of the limits of technology
Health Promotion
most traditional approach to defining and measuring health. health is defined as the absence of disease or physiological malfunction. healthy is "lack of being in a negative state"
Biomedical Model
assumptions: -health is an objective phenomenon
-only medical professions can define health and illness
-health and illness can be defined in terms of physiological malfunction
Biomedical Model
health is the ability to comply with social norms
-if you can perform your role, you are healthy
-there is no assumption that health can be objective, each person has their own defintion
-one's culture and position in the social culture influence these def.
-age,gender and other factors influence their perception as well.
sociological model
defined as activities that increase the levels of health and well being of individuals, families, groups and communities. 4techniques:
-education
-skills training
-motivation
-marketing
health promotion
primary technique for improving health. goal is to challenge knowledge and attitudes in hopes that these changes lead to behavior changes.
education
showing individuals what to do with the knowledge they have acquired from education.
skills training
technique is based on the fact that after performing any given behavior, you are likely to repeat that behavior if you are given some sort of reward.
motivation
goal is to increase the acceptability of a social idea or practice. The use of mass media increases the public health impact
marketing
basic levels of health promotion:
-Individual
-group
-organizational
-community (most potential)
basic levels of health promotion
-primary:trying to keep people healthy;activities decrease the probability;exercise
-secondary:screening to detect disease
-tertiary:rehab
levels of disease prevention
-meeting the needs of the HC comsumer
-focus on client/patient centered care and access to quality care at moderate cost
-competition among providers for patients/clients b/c of changes in payment mechanisms
-shift from multiple small provider systems and independent institutions to large integrated systems
-shift from hospitals being the major HC providers
-fragmented care to managed care
-shift from illness and "sick care" to health promotion and wellness
-HC workforce shortages
Challenges Facing HC Systems
-identify/state the problem
-create a hypothesis and generate a schedule
-identify solutions
-design a plan of action/treatment goal
-implement:modify/regenerate outcomes based on assessment & progress
Decision Making