Reflecting on the communication process in health care. Part 2: the management of complaints

2019 ◽  
Vol 28 (14) ◽  
pp. 927-929
Author(s):  
Beverley Anderson
Keyword(s):  
Health Professionals ◽  
Communication Process ◽  
Emotional Impact ◽  
Positive Outcomes ◽  
Breaking Bad News ◽  
Breaking Bad ◽  
Efficient Management ◽  
Sensitive Issue ◽  
Highly Sensitive ◽  
The Impact

This is Part 2 of a two-part article on the communication process in healthcare practice. Part 1 focused on clinical practice in relation to breaking bad news. In Part 2, the focus is on the management of complaints, including the communication process, and the subsequent emotional impact on the health professional. Efficient management of complaints is vital to ensure positive outcomes for all stakeholders—patients, health professionals and the organisation. Reflection is a highly beneficial tool and this process is used to acknowledge the impact of a complaint on the author, other health professionals and the health organisation, and propose ways in which management of this highly sensitive issue could be improved in the future

Breaking Bad News — Skills and Evidence

2009 ◽  
Vol 2 (10) ◽  
pp. 605-612 ◽  
Author(s):  
Jill Thistlethwaite
Keyword(s):  
Human Immunodeficiency Virus ◽  
Communication Skills ◽  
Human Immunodeficiency Virus Status ◽  
Bad News ◽  
Breaking Bad News ◽  
Breaking Bad ◽  
Immunodeficiency Virus ◽  
The Future ◽  
The Patient’S View ◽  
The Impact

Bad or unfavorable news may be defined as ‘any news that drastically and negatively alters the patient's view of her or his future’( Buckman 1992 ). When GPs talk about breaking bad news, they usually mean telling patients that they have cancer, though in fact similar communication skills may be employed when informing patients about a positive human immunodeficiency virus status, or that a relative has died. Of key importance in the process is the doctor gaining an understanding of what the patient's view of the future is or was — the expectation that now might not be met. A doctor should not assume the impact of the diagnosis without exploring the patient's worldview.

THE CORPORATION AND THE FAMILY IN THE RESOURCES INDUSTRY — CORPORATE RESPONSIBILITY TOWARDS THE 21ST CENTURY

1987 ◽  
Vol 27 (1) ◽  
pp. 46
Author(s):  
D.S. Crowe
Keyword(s):  
21St Century ◽  
Corporate Responsibility ◽  
Communication Process ◽  
Administrative Staff ◽  
Private Lives ◽  
Efficient Management ◽  
Self Interest ◽  
The Family ◽  
The Impact

The changing sociological scene places greater emphasis today on self-fulfilment psychology and individual expectations, often at the expense of responsibility in relationships. This, coupled with greater demands on staff (especially on managers of corporations) places, at times, unrealistic demands on normally stable relationships, particularly in a marriage. The result is increased family tension, often resulting in marriage breakdown with significant scarring of partners and children; those individuals, so affected, suffer reduced productivity in their work roles.As we approach the 21st century, there is emphasis, in the management of corporations, on innovation and cost efficiency, thus placing greater pressure on individual staff.This paper takes the position that corporations, in their own self-interest and in the interest of staff, need to assess the impact of their current policies on not only their staff but also on staff families. While maintaining that it remains the single responsibility of individuals to make decisions on managing, effectively, their corporate/private lives, the author supports the proposal of others (Evans and Bartolome, 1980) that corporations' policies should help, not hinder, the process.Corporations which continue to ignore these considerations will incur long term consequences with significant impact on productivity and efficient management, aside from possible disastrous impact on their staff and families.Corporations in Australia are taking steps to address this situation but much more needs to be done. This was highlighted in the March 1985 'Middle Management' course with its associated Spouses Programme presented jointly by Australian Mineral Foundation and The Australian Administrative Staff College.Effective communication is at the heart of the matter, but no amount of training on this subject will bear fruit unless there is an associated commitment by executives to improve the effectiveness of their communication process, both in their corporate and family roles.

Health professionals’ perceptions of breaking bad news

2002 ◽  
Vol 15 (7) ◽  
pp. 324-336 ◽  
Author(s):  
David Dickson ◽  
Owen Hargie ◽  
Karen Brunger ◽  
Karyn Stapleton
Keyword(s):  
Health Professionals ◽  
Bad News ◽  
Breaking Bad News ◽  
Breaking Bad

Breaking ‘bad news’

2018 ◽  
pp. 133-136
Author(s):  
Maria Flynn ◽  
Dave Mercer
Keyword(s):  
Bad News ◽  
Emotional Impact ◽  
Breaking Bad News ◽  
Breaking Bad ◽  
Specialist Nurses ◽  
Everyday Realities

The communication of sensitive or upsetting information is now routinely undertaken by specialist nurses. This is typically spoken about as ‘breaking bad news’ and often involves disclosing a life-changing diagnosis. However, an understanding of what constitutes ‘bad news’ will very much depend on the culture and context of an interaction, and general adult nurses will often find themselves in everyday situations where they have to break bad news. Whilst this may not be life-changing information, in the context of everyday healthcare, bad news may be telling an inpatient they are unable to go home or that their routine surgery has been cancelled. These everyday realities can be very upsetting for people and mean that nurses need to be skilled in assessing when information is likely to have an emotional impact. This chapter locates the concept of ‘breaking bad news’ in the context of contemporary nursing and discusses one recognized model of managing the process.

scholarly journals The impact of perinatal loss in maternity units: A psycholinguistic analysis of health professionals’ reactions

2017 ◽  
Vol 25 (5) ◽  
pp. 640-651 ◽  
Author(s):  
Gabriella Gandino ◽  
Giulia Di Fini ◽  
Antonella Bernaudo ◽  
Marcello Paltrinieri ◽  
Marco Castiglioni ◽  
...  
Keyword(s):  
Health Professionals ◽  
Medical Staff ◽  
Perinatal Loss ◽  
Linguistic Analysis ◽  
Emotional Impact ◽  
Clinical Implications ◽  
Word Count ◽  
Future Tense ◽  
Linguistic Inquiry ◽  
The Impact

Perinatal loss has a strong emotional impact on health professionals working in maternity units. We aimed to study the impact of this experience on health professionals’ language. We analyzed the answers of 162 health professionals (physicians and non-medical staff) who described their reactions to perinatal loss. A linguistic analysis was performed using the Linguistic Inquiry and Word Count software. Associations between language and burnout were studied. Words typical of a psychological shock reaction were used more by non-medical staff than by physicians. Participants who used pronouns, optimistic words, future tense verbs, and cognitive words registered lower levels of burnout. Clinical implications of the results are discussed.

scholarly journals Instruments for assessing health professionals’ skills in breaking bad news: protocol for a systematic review of measurement properties

BMJ Open ◽  
2021 ◽  
Vol 11 (8) ◽  
pp. e048019
Author(s):  
Daniel Gutierrez-Sanchez ◽  
Marina García-Gámez ◽  
Juan Pablo Leiva-Santos ◽  
Inmaculada Lopez-Leiva
Keyword(s):  
Systematic Review ◽  
Health Professionals ◽  
Search Strategy ◽  
Evidence Synthesis ◽  
Bad News ◽  
Measurement Properties ◽  
Breaking Bad News ◽  
Measurement Instruments ◽  
Breaking Bad ◽  
Evaluation Approach

IntroductionHealth professionals are often involved in the process of breaking bad news (BBN), which remains a difficult challenge, as it requires not only theoretical knowledge, but also the development of humanistic, emotional and communication skills. Therefore, optimal BBN assessment is essential. In this regard, sound measurement instruments are needed to evaluate BBN properly in research, teaching and clinical settings. Several instruments have been designed and validated to assess BBN. In this context, choosing the most appropriate instrument for assessing health professionals’ skills in BBN is essential. The aims of this systematic review are to: (1) identify all the instruments used for assessing health professionals’ skills in BBN; and (2) critically appraise their measurement properties.MethodsA systematic review will be undertaken according to the most up-to-date COnsensus-based Standards for the selection of health status Measurement INstruments’ (COSMIN) methodology. The protocol of this systematic review was developed using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses guidelines. The search strategy will be performed following the Peer Review of Electronic Search Strategies. The search strategy will be conducted in CINAHL, MEDLINE, Embase, PsycINFO, SciELO and Open Grey. Two review authors will independently appraise the full-text articles according to the COSMIN Risk of Bias checklist. Quality ratings and evidence synthesis will be performed using a modified Grading of Recommendations Assessment, Development and Evaluation approach.Ethics and disseminationEthical approval is not necessary for systematic review protocols. The results will be disseminated by publication in a peer-reviewed journal and presented at a relevant conference.PROSPERO registration numberCRD42020207586.

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