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Written Communication
In the Care Home, there was a formal staff notice board in the senior nurse office that included information such as rotas for the following weeks, additional and mandatory training that is offered (e.g. fire safety, first aid), activities planned for the current week and any other relevant notices relating to work. There is also an informal staff notice board in the break room that communicated information such as fundraising for charities, staff Christmas dinners, union information and benefits. These notices were clearly displayed in places that all staff members will be to ensure that everyone is aware of relevant information.
The purpose of this communication is to easily exchange information between co-workers in a manner that is easy to understand and ensures that all information is being transferred correctly and not by ‘word of mouth’.
It gives the manager of the Care Home an opportunity to notify all staff members of necessary information and helps shape relationships with the staff members as clearly communicated messages build trust with in professional interactions (Chron, 2018). Written forms of communication are also more effective than verbal communication as it can be edited and revised instead of delivered in the spur of the moment.
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Another form of written communication used in the Care Home is written files for each of the service users. These files are stored along with the service user’s medication and are used for the nurses to record medication that the service users have taken and the fluid and food the service user has consumed (if necessary). The files are also used for the registered nurse to record any injections the service user has received and general comments about their health and wellbeing. These records need to be clearly written, accurate and written as close as possible to the time of the occurrence.
The purpose of this type of communication is to keep other staff members aware of relevant information about the health and wellbeing of the service users and keeps a record of any medication or injections that the service user must receive. Each record has to be signed by the nurse completing it to confirm accuracy of the information being exchanged. Keeping a written record prevents the service user from being given the wrong treatment which can have fatal results if, for example, they are given too much medication or unnecessary injections. This type of communication allows for easy exchange of information between staff members as the records are permanent meaning they can be read again to ensure that no information is forgotten.
Verbal Communication
In the Care Home, the registered nurse used a calm and reassuring tone of voice as a service user was panicking about receiving her regular injection. The nurse did not use any medical jargon and spoke very clearly to ensure that the service user understood everything about their treatment. The nurse used a range of open and closed sentences to obtain information from the service user such as, “how are you feeling?” and “is that okay for you?”. The nurse also used verbal communication to encourage independence from the service user by asking her if she would like to administer the injection herself or if she would like help with it.
The purpose of this type of communication is for the nurses to build a rapport with the service users and establishes trust within their relationship. It is used to exchange both formal and informal information such as medical advice but also casual discussions, for example, how their day has been. This allows the service user to have trust in the nurses and staff members which creates a supportive and accepting atmosphere. Nurses communicating in a calm and relaxed tone will allow the service user to feel respected and valued as an impatient tone of voice can make the service user feel that their treatment is being rushed, (First Steps- Royal College of Nursing, 2015).
The nurses in the care home asked the service users questions about their past and family life while they were gathered in the lounge to watch TV and play games. This took place in an informal setting which allowed the service users to feel relaxed and allowed the nurses to get to know the service users better. The nurses used a slower pace and spoke in a louder volume to ensure that everyone was able to be involved in the conversation as some of the service users are hard-of-hearing and may not hear correctly if they are spoken to in a fast pace at a normal volume. The nurse noticed that one of the service users was very quiet during the conversation and directly addressed her by asking a question that allowed her to share stories about her life, this allowed her to feel valued and included.
The purpose of this communication is for the nurses to build an informal relationship with the service user which will encourage them to trust the nurses during their care. It also results in the service user being more comfortable with the nurses and staff members meaning they will feel more secure when asking for support or assistance during treatments.
