Communication Within Health Care Organizations

Communication Networks n Organizational Chart

Formal Communication Channels n Established by how organization is put together

n Grapevine Informal Communication Channels

Direction of Communication Flow n Downward Communication – Formal from people with formal power to staff employees

Upward Communication n Comes from staff and flows upward to the people in charge

Vertical Communication n Combination of upward and downward – Policies – Finished products or reports from staff – Formal meetings or training sessions

Horizontal Communication n When departments or group of people in the same level of org chart need to talk to each other.

Diagonal Communication n Flow of communication between departments or people on different lateral planes of org. chart.

Interdisciplinary Communication n Definition-communication between health practitioners n Changing Roles – Roles of health care practitioners are being expanded – More management involvement

Consultant, Collaborator and Referral Source Roles n Consultant – Acts as a temporary adviser on current problems – Doesn’t always see the patient

Collaborator n Two or more people working together to a common end n May share or exchange roles

Referral Source n Someone to whom the health professional turns for material information or to transfer care

Turf Issues n Territorial rights with in an area of expertise n Establish rapport with others within organization to avoid this

Modes of Interdisciplinary Communication n Case Conferences – All health professionals involved in the client’s care meet – Discuss care and discharge plan – Difficult to assemble all involved – Keep it productive

Telephone n Should be for specific needs n If need can be taken care of through written means, do so. Telephone calls can disrupt patient care

Points to Remember When Using the Phone n Answer within 3 rings n Greet the caller with facility, name and department n Convey emotions through the voice n Smile to convey friendliness n Be a good listener and use caller’s name n Try to meet the caller’s needs

Letters, Forms and Notes n Brief n Specific n Don’t take a referral unless you know why the client is being referred

The Medical Record n The major form of interdisciplinary communication n Should be clear, concise, brief, legible and accessible n It is a legal document