Communication, confidentiality and governance

Question 1

What is Communication?

Answer 1

Transmission or exchange of information, knowledge, or ideas, by means of speech, writing, mechanical or electronic media

Question 2

What is the basic model of communication?

Answer 2

The transmission model
Sender - message channel - receiver

Question 3

What is the interaction model?

Answer 3

Sender/receiver - message channel - sender/receiver
Feedback channel to and from both sender/receivers

Question 4

What is the transactional model?

Answer 4

Between 2 communicators
4 parts of co-creation of meaning: physical and psychological context, cultural context, relational context, and social context

Question 5

What is sympathy?

Answer 5

Perception of, understanding of, and reaction to the distress of another life form

Question 6

What is empathy?

Answer 6

Ability to take on another persons perspective, to understand, feel, and possibly share and respond to their experience

Question 7

Factors affecting communication

Answer 7

Own bias and judgement
Cultural differences
Gender differences
Language
Situation/environment
Disabilities
Age
Medical terminology
Low health literacy
Lack of time
Stress

Question 8

Ways to overcome factors affecting communication

Answer 8

Simple language
Introduce and summarise
Be clear
Use examples/anecdotes
Give steps
Interpreters
Written information
Braille
Change environment
Ask questions

Question 9

What is information governance?

Answer 9

A framework which helps healthcare professionals use information in a legal and ethical way
Ensures data is safe, secure, available, up to date and accurate
Also helps patients understand what, how and why their data is being used, in a clear and transparent way

Question 10

Which legislation documents does the information governance include?

Answer 10

• NHS act 2006
• Health and social care act 2012
• Data protection act
• Human rights act