Elements and Performance Criteria
- Elements define the essential outcomes
- Communicate with patients and/or colleagues
- Establish rapport through open, sensitive and confident manner
- Obtain information from patient or others with sensitivity and respect for confidentiality as demanded by the situation
- Convey information to patient or carer about care procedures in a manner and at a time consistent with the overall need of the patient and the situation as a whole
- Clarify and respect the role and authority of allied personnel involved in the situation
- Monitor patient’s understanding of information and adjust the mode of communication according to the needs and urgency of the situation
- Use effective communication techniques
- Introduce self appropriately and ensure communication with patients and colleagues reflects an understanding and respect for individual differences and needs
- Use interviewing and active listening techniques to identify, clarify and confirm situation needs
- Detect any barriers to effective communication and ensure communication is clear and relevant to situation, context and activities undertaken
- Observe discretion and confidentiality, and treat patients, members of the public and colleagues with respect at all times, especially when using touch and other non-verbal means of communication
- Identify early signs of potentially complex or difficult situations or problems, and respond in a caring, firm, confident and reassuring manner
- Deal with conflict or the potential for conflict in a manner that prevents escalation.
- Seek advice and assistance about communication difficulties with patients and colleagues from supervisor to maintain effective communication.
- Convey and receive information using available modes of communication
- Promote a positive public profile
- Complete all documentation for required reports and records accurately and within identified time frames
- Ensure clarity and accuracy of all recorded communications with people involved with health care support outside of health facilities and services
- Ensure standards of personal presentation are appropriate to the organisation