Communication Unit 4

Attitudes• Courtesy and Respect

• Keep Emotions under control

• Show Empathy

Communication• Non-verbal communication

– Body posture– Facial expressions– Body activity(restlessness or turning

away)– Moaning or calling out

Communication• Treat residents with respect• They have the right to disagree with

what you or the nurse is requesting they do.

• Keep emotions under control when upset– You will get upset with residents. Don’t

ever let them know that. Remember you are a guest in their home.

– Staying calm will often help in finding a way to resolve the problem.

Communication• Respond in a professional manner to

staff, residents and family members.• Show empathy-put yourself in that

persons position. Consider feelings that situation would make you feel.

• Look at person speaking, unless this is viewed as disrespectful to their culture(Asian)

• Block out any disturbances.

Communication• Communicating with the resident

– Always say please and thank you– Remember you are there to assist them

with THEIR needs.– ALWAYS knock before entering their

room.– Wear name badge– If they have something to tell you listen,

they may take a little bit longer explaining what they need.

Distress• Behavior between resident and

family or resident and staff may reflect distress.– Family may feel guilt or grief for their

family member going to LTC facility.– Resident may express anger or sadness

form placement in the facility or from functional changes due to illness.

– Resident and family may not understand the residents health problem or facility expectation.

Family Situation– Resident or family may be feeling stress

about finances or something outside the facility

– The CNA should avoid any involvement in decision making or family arguments.

Vision and Hearing Concerns

• Communicating with a resident who has vision or hearing impairment.– Approach resident on side without

impairment.– Get eye level with resident.– If hearing impaired speak slowly and

clearly using a low-pitched voice.– Glasses-are they: clean, properly

placed, do they fit?– Hearing aids- do they have: presents of

earwax, a working battery. Check for proper placement.

–

Vision and Hearing Concerns

– Store glasses and hearing aids so that they are not damaged or lost. Devices will be marked with resident’s name.

– Before sending a resident’s clothes to laundry, check pocket for glasses or hearing aids.

Confused Residents• Typical behaviors for residents who

have cognitive impairments or confusion.– Loss of ability to care for self– Unable to recognize familiar persons or

surroundings– Memory loss, particularly for recent

events– Impaired judgement

Confused Residents• Approach the resident from within

his of her field of vision• Speak and act in a calm, friendly

manner EVERY time.• Avoid sudden or loud actions• Use short simple words and

sentences. Offer simple choices.(Yes/NO)

• If the resident does not understand the request, demonstrate the request.

Confused Residents• Follow a consistent routine.• If the resident is unwilling to

participate in care or in an activity, do not force them to participate. Arguing with a confused resident is ineffective and does not show respect.

• Use distraction techniques.

Answering Phones• When answering phones at a health

care facility always:

• State the name of the facility

• Identify yourself and your role

Taking Messages• When taking messages

– Obtain name of person leaving the message.

– A contact number– Who the message is for– Repeat the message, name and number

back to the person to be sure that it is correct.

Communication• Most medical terms came from the

Latin language.• Many signs posted in room or behind

nurses desks will use medical terms.• Many RN’s and LPN’s will use

medical terms while delegating tasks to nursing assistants.

Abbreviations

AM-morning

STAT-at once

PRN-as needed or

when necessary

BRP-bathroom privileges

NPO-nothing by

mouthIV-

intravenous

PO-by mouth

PM-afternoon or evening

Parts of the bodyProximal-Nearest to midline of

body

Distal-Farthest

from midline of

body

Anterior-front of

body

Posterior-back of body

DM-diabetes mellitus

BKA-Below the knee

amputation

NG-naso-gastric

BLE-bilateral

lower extremities

Communication• Military time is used in most health

care facilities.• Helps alleviate any confusion on

time.• Helps prevent errors in patient care.

Communication• 0000/2400-midnight • 0100 – 1:00 AM 0700 – 7:00 AM• 0200 – 2:00 AM 0800 – 8:00 AM• 0300 – 3:00 AM 0900 – 9:00 AM• 0400 – 4:00 AM 1000 – 10:00 AM• 0500 – 5:00 AM 1100 – 11:00 AM• 0600 – 6:00 AM 1200 – 12:00

noon

Communication• 1300 – 1:00 PM 1900 – 7:00 PM• 1400 – 2:00 PM 2000 – 8:00 PM• 1500 – 3:00 PM 2100 – 9:00 PM• 1600 – 4:00 PM 2200 – 10:00 PM• 1700 – 5:00 PM 2300 – 11:00 PM• 1800 – 6:00 PM 0000/2400 – 12:00

midnight