Gwen van Servellen
University of California School of Nursing
Title: Quality care: Communication skills work...if we use them
Biography
Biography: Gwen van Servellen
Abstract
There is ample evidence that health professionals do not always communicate as well as they should. Nursing is not alone;
this can be said about most health professionals having direct encounters with patients and their families Noted scholars
and professional organizations emphasized that communication skills are critical to providing patient- and family-centered
care and warn that health professionals lack adequate training and education in using communication skills to provide highquality
patient-centered care. The deficit in communication skill training is important across the board, but particularly in
health promotion and chronic illness, two concerns driving the direction of healthcare worldwide. Quality communications
promote high-quality patient-centered care, accurate identification of patients’ problems, health care utilization, adherence
to treatment, shared decision-making, and satisfaction with care. Core competencies; include active listening, empathy
and compassion, and appropriate use of questions. There is some evidence that lower work stress is associated with strong
communication skills. In any case, the greater part of specialists doesn’t feel sure about their relational abilities or maybe have
had no formal preparing by any means. If their skills were improved, it follows that quality of care could improve, and costs
of this care might be reduced. Educational preparation is foundational, but supportive work environments are also extremely
important. This presentation will focus on the role of communication skills in primary care practice and evidence to support
the link between communication skills, quality care outcomes, and patient satisfaction. Samples of dialogue will be offered
to illustrate points made. The role of informational technology in shaping healthcare communications, good and bad, will be
highlighted.