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HLTENN002 Apply Communication Skills In Nursing Practice

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Case Study 1

Mrs Edith Jackson is an 82-year-old lady who was recently admitted to The Golden Days Nursing Home where you work. Edith has Parkinson’s disease and early stage Parkinson’s dementia. She also has low vision and is hard of hearing and wears glasses and hearing aids in both ears. Michael is Edith’s son and her sole support person.

  1. How would you make Mrs Jackson feel comfortable, using appropriate non-verbal communication (discuss at least three (3) points)?
  2. How would you make Mrs Jackson feel comfortable, using appropriate verbal communication (discuss at least three (3) points)?
  3. Referring to the Core standards for nurses who provide support to people with disability, outline three (3) strategies that you could use to aid communication with Mrs Jackson giving consideration to her vision and hearing impairments.
  4. You are walking past Mrs Jackson’s room and discover that she has fallen out of the bed onto the floor where is crying quietly and trying to get up. You assist Mrs Jackson onto a chair as she keeps saying over and over, “I’m alright”. After following facility procedure for this incident, you are then to discuss this with the patient and the son.

    Provide a definition of ‘open disclosure’ and discuss the principles of open disclosure referring to theAustralian Open Disclosure Framework (2013) (min 100 words).

  5. Provide an example conversationof what you would say when communicating the incident to the patient and son .
  6. Identify the key/relevant health professionals/ facility teams you are required to contact in this situation and provide a rationale..
  7. Using SBAR provide an example of what you would document in the patient chart ensuring that you use appropriate terminology.
  8. Michael, Edith’s son will be traveling overseas for the next few weeks and will not have telephone access. He has asked if you could email him to provide him with a progress report on his mother. Identify at least five (5) factorsrelating to email etiquette you will need to adhere to when emailing Michael.

Case Study 2

You are working as an Enrolled Nurse in a rehabilitation unit and while on your break you check your social media account and notice that one of your colleagues, who is a friend of yours, has posted some information relating to one of the patients on the unit.

  1. What ethical principles and regulatory responsibilities do you need to consider in this situation?
  2. Provide a definition for the term ‘advocacy’ and describe how you would advocate for the patient in this situation?
  3. You are asked by your supervisor to provide feedback to the colleague who has posted this information on social media. Describe at least four strategies you could use to deliver a constructive outcome when providing this feedback.

    Provide an example of the feedback you could provide to your colleague, using appropriate language and a respectful manner.

Case Study 3

David is a 58-year-old cardiac patient who had been verbally aggressive over the last two days since he has been admitted to the ward. You have been asked by the manager to have a chat with David to see how he is feeling.

  1. What are closed ended questions and in what situations would you use closed questions with David? (provide at least two  examples of a closed question)
  2. What are open questions and in what situations would you use open questions with David? (provide at least two (2) examples of an open question)
  3. Discuss the term ‘Active Listening’ and provide at least one (1) example of how this could be used in this situation.
  4. Identify what constitutes effective communication in nursing? (List at least six (6) points and provide an example of each).

After a while, David becomes both verbally and physically aggressive. He says that ‘you are the worst nurse and do not care about him and he wants to leave. He pulls out his intravenous cannula in his arm and begins to throw things around the room.

  1. Describe de-escalationand provide an example of a de-escalation strategy.
  2. Explain the benefits of a debriefing process and explain why it would be useful following this situation.
  3. Your supervisor provides you with some feedback on how you handled this situation, identify at least three (3) strategies you could use to effectively receive feedback.

Part B

  1.  NSW Health (2014) Communication and behaviour support for nurses- Practice

Communication and behaviour support for nurses- practice package was implemented for what reason?

  1. Identify the four domains of practice (1.2.1) within the standards for the Communication and behaviour support for nurses- practice package
  2. What are the benefits of completing the “communication and behaviour support for nurses appraisal”
  3. Identify 2 organisational policies and procedures surrounding electronic health care records for health care personnel
  4. Utilising information technology to access data has become a useful tool for nurses, but must be within the organisational policies and procedures. What 3 tips are available to ensure that the web page accessed is reliable?
  5. Nurses may be asked to lead small group meetings and discussions; therefore they need to be aware of various procedures. List 6 procedures.
  1. What are the 3 main objectives in forming these small groups?
  2.  What communication strategies are required to ensure that there is contribution from all participants in a   group discussion, including providing and receiving feedback.
  1. To ensure meetings are of value, the nurse conducting the meetings need to consider at least 5 things?
  1. What are the 2 suggested communication strategies you can use to ensure that you understand feedback in relation to performance improvement conversations.
  2. When giving balanced feedback what 3 step communication technique is recommended?
  1. What are 2 strategies that demonstrate appropriate language and respectful manner when giving or receiving feedback?
 

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