Scenario: Lucille Cloyd is an 83-year-old patient who has been diagnosed with heart disease and is seeing Dr. Neill for treatment. Her daughter, Sarah Smithson, helps care for her and frequently accompanies her mother to Dr. Neil's office. Mrs. Cloyd is widowed and visits the physician once a month, in addition to receiving home care services. The medical assistant must consider not only the needs of Mrs. Cloyd but also those of her extended family. Compassion and sensitivity are necessary to care for this patient, in addition to excellent therapeutic communication skills.

What communication barriers might exist between patients and healthcare workers?
How does the medical assistant effectively communicate with a patient's family members?
How will developing good therapeutic communication skills make the medical assistant more effective?

- Communication barriers: patient's condition, competing demands, lack of privacy

- Effective communication can be achieved by having patience, showing respect, waiting for the patient to finish speaking, using clear and sincere language

- Good therapeutic communication skills can be developed by building trust and understanding with patients

Explanation:

Patient's condition (e.g., his/her pain and anxiety level), competing demands and lack of privacy represent potential barriers to overcome in order to achieve an effective communication between healthcare workers and their patients. Effective communication between health professionals and patients is fundamental to provide efficient medical treatments and a basic aspect of patient safety. Effective communication is based on a series of principles: 1-it is imperative to have patience with the patient and his/her family; 2-always show respect for his/her beliefs and decisions (even if you do not share his/her views ); 3-waiting for the other person to finish speaking or responding/asking questions; 4-using clear and sincere language, etc. Therapeutic communication skills can be developed by prioritizing patients' needs (i.e., physical, mental, and emotional well-being of patients). Some good practices include answer all questions, repeat information when necessary, and use deliberate silence to help patients to solve their problems on their own.

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