Healthcare communication / Bruce Hugman.

Includes bibliographical references and index.

PART A: GETTING STARTED:- 1. Introduction--Learning from you--2. Signpost for the journey through this book--3. The basic framework for working with patients--PART B: THE NATURE AND IMPORTANCE OF COMMUNICATION:- 4. What is effective communication?-The basics-Interaction-The revolution we cannot ignore-The essentials in healthcare- Diferent planets-5. Why do we communicate?--The purposes of communication -The social urge-What are we all looking for?Conclusion--6. Communications at the heart of healthcare--A tough life--Asserting the need for change--Revision, discussion and application--PART C: AIMS AND IDEALS IN HEALTHCARE:-7. Vision at the heart of healthcare--Pursuing a vision-Coping with limits--8. Ethics in healthcare communication--The stern face of professional ethics--Highest level principles--Transparancy--Does the truth hurt?--Making choices about communicating the truth--The ethics and problems of altruism--Take care of the staff--Making demands--Authority and power in healthcare relationships, revision, discussion and application--PART D: BEHIND THE SCENES:-9. Secret life: what drives us in communications?--The foundations--Interaction--The interplay of personal and social factors--First impressions--Perception--Personality and motivation--Formative experiences--The underlying script--The influence of social and organisational values--Conclusion---10. Beyond words: the power of non-verbal communication--Multiple factors beyond words--Divergence--Monitoring and moderating non-verbal bahaviour--The physical environment--Managing and using non-verbal communication--Intelligent observation--Echoing and mirroring--Touch--Revision, discussion and application--PART E: FOUNDATION KNOWLEDGE AND SKILLS FOR EFFECTIVE COMMUNICATION:- 11. Core concepts and skills--Caring--Helping--illuminating effects--Listening--Questioning--Active listening, prompting, probing--Explanation--Checking understanding and seeking feedback--Summary--12. Special communication needs and processes--Being a patient--Self-image--Patients and pain--Bedside manner and home visiting--Sustaining long-term relationships--Motivation--Disclosure--Attachment--Revision, discussion and application--PART F: THE COMPLEXITY OF HUMANITY:-13. The diversity of patients: disturbances and dysfunctions--The impact and meaning of abuse--Anger and angry patients--Depression and other mental disorders--Patients under stress and in crises--The worried well--\'Difficult\' patients--14. Communication and the richness of cultural and ethnic diversity--Introductory review of basic issues--Overview of diversity issues and responses to difference--Topics--Conclusion--Revision, discussion and application--PART G: WORKING TOGETHER:- 15. The whole team and the whole patient--Differential demands--The whole organisation addressing the whole person--Consultations, tests and procedures--Nurses\' special role in the care of patients- a model for healthcare--The pharmacist\'s special role in care of patients--Physical and rehabilitative therapy--The great importance of non-medical personnel--16. When time and resources are limited--Peronal style--Resource triage--Emergency and urgent care--Financial and other constraints--Rational allocation or resources--Revision, discussion and application --PART H: TOUGH TOPICS:- 17. Patient safety--More harm than good?--Safety issues relating to medicines--Quality, availability and accessibility of drug safety information-- Patients\' expectations of safety--Pharmacovigilance and error reporting--Inappropriate use--Adherence--Medication errors--Falls and accidents--Expert patients--Conclusion--18. Informed consent--Essential and difficult--Reaching agreement--Conclusion--Risk communication--Risk factors--The problem of good information--Risk: knowledge and attitudes--Consult Dr Paling--What to do--Uncertainty--Conclusion--20. Sex and sexual orientation--Sex and sexuality--Gay, lesbian and transgender people--Homosexuality and healthcare--Language--Conclusion--21. Dying and Death--Responding to death--Being ready--Dying is a process, not an event--Loss and mourning--Conclusion--Revision, discussion and application--PART I: THE BROADER COMMUNICATIONS PICTURE:- 22. Effective written and spoken communication--Clarity of purpose--Targeting/ segmentation--Audience--Method or channel--Feedback--Repetition--Benefits--Style, tone, language and structure--Structure and economy--Visual impression--Emails--Telephone--Individual and proforma letters--Report writing--Public speaking and presentations--Design--Conclusion--23. Complaints, apologies and public relations--Learning from patient dissatisfaction--What to do--Complaints policy--Public relations--24. Notes on media relations--Essential relations--The essence--Active collaboration--Conclusion--25. Notes on managing meetings--26. The challenges of teaching--The good, the bad and the sleepy--Inspiration, engagement and interaction--revision, discussion and application.

This text is a practical training manual on communication and how to establish sound, professional, practical, rewarding relationships which will support effective therapy and enhance patient health and morale.