Communication
Within Health Care Organizations
Communication Networks
n Organizational Chart
Formal CommunicationChannels
nEstablished by howorganization is puttogether
nGrapevine
Informal CommunicationChannels
Direction of CommunicationFlow
nDownwardCommunication
–Formal from peoplewith formal power tostaff employees
Upward Communication
nComes from staff andflows upward to thepeople in charge
Vertical Communication
nCombination ofupward and downward
–Policies
–Finished products orreports from staff
–Formal meetings ortraining sessions
Horizontal Communication
nWhen departments orgroup of people in thesame level of org chartneed to talk to eachother.
Diagonal Communication
nFlow ofcommunicationbetween departmentsor people on differentlateral planes of org.chart.
InterdisciplinaryCommunication
nDefinition-communication between healthpractitioners
nChanging Roles
–Roles of health care practitioners arebeing expanded
–More management involvement
Consultant, Collaborator andReferral Source Roles
nConsultant
–Acts as a temporary adviser oncurrent problems
–Doesn’t always see the patient
Collaborator
nTwo or more people working together to acommon end
nMay share or exchange roles
Referral Source
nSomeone to whom the health professionalturns for material information or to transfercare
Turf Issues
nTerritorial rights within an area of expertise
nEstablish rapport withothers withinorganization to avoidthis
Modes of InterdisciplinaryCommunication
nCase Conferences
–All healthprofessionals involvedin the client’s caremeet
–Discuss care anddischarge plan
–Difficult to assembleall involved
–Keep it productive
Telephone
nShould be for specificneeds
nIf need can be takencare of through writtenmeans, do so.Telephone calls candisrupt patient care
Points to Remember WhenUsing the Phone
nAnswer within 3 rings
nGreet the caller withfacility, name anddepartment
nConvey emotionsthrough the voice
nSmile to conveyfriendliness
nBe a good listener anduse caller’s name
nTry to meet thecaller’s needs
Letters, Forms and Notes
nBrief
nSpecific
nDon’t take a referralunless you know whythe client is beingreferred
The Medical Record
nThe major form ofinterdisciplinarycommunication
nShould be clear,concise, brief, legibleand accessible
nIt is a legal document
