CHAPTER 3: COMMUNICATION ISSUES
CHAPTER 3: COMMUNICATION ISSUES
Statement of purpose
The purpose of this chapter is to emphasise the importance of communication in enhancing the effectiveness and accuracy of the triage process.
Learning outcomes
After completing this chapter, participants will be able to identify barriers to effective communication at triage. Awareness of these barriers will inform the development of strategies to optimise communication within their own triage environments.
Participants are encouraged to reflect upon their own communication style and to develop strategies to manage communication situations that they find challenging.
Learning objectives
• Appreciate the importance of communication at triage.
• Identify and discuss factors that may influence the communication process at triage.
• Discuss how quality of communication impacts upon assessment of urgency using the ATS.
• Discuss strategies to enhance the communication process within own triage environment.
• Analyse and reflect on specific strategies to manage challenging communication encounters at triage.
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Key points
• Patient actions and reactions at triage will be influenced by the nurse’ s ability to manage the communication process.
• Communication is a two-way process that involves both verbal and non-verbal components equally.
• The better the communication, the more data gained and the more informed and accurate the triage assessment.
• Never underestimate the effect of environment and influencing factors on communication.
• Remain calm. Listen, interpret, explain with care, and check for understanding.
• Be aware of your own reactions, triggers and need for support.
Department of Health and Ageing – Emergency Triage Education Kit