E-Communication Skills: A Guide for Primary Care

by Louise,Simpson

• ISBN13: 9781857758689
• ISBN10: 1857758684
• Format: Nonspecific Binding
• Copyright: 2005-11-01
• Publisher: CRC Press

Summary

Patient-centered approach to e-communication covers potential issues both internally and externally. Topics include diagnosing the problem, introduction to e-communication skills, communicating with people, e-communication in the clinical setting, teams working together, information governance, and more. For healthcare administrators. Softcover.

Table of Contents

Frontispiece	iii
Foreword	ix
About the authors	xi
About the contributors	xii
Acknowledgements	xiii
Dedications	xiv
Part 1: Diagnosing the problem	1	(23)
1 About e-communication skills	3	(3)
Louise Simpson
What could be different?	3	(2)
Who is this book for?	5	(1)
How to use this book	5	(1)
References	5	(1)
2 Introduction to e-communication skills	6	(6)
Louise Simpson
The context: communications	6	(1)
The context: informatics	7	(1)
What patients say they want, and how informatics can help	8	(1)
e-Communications: enabling shared decision-making	9	(1)
e-Communications: enabling patient and clinician access to evidence-based guidance	9	(1)
e-Communications: enabling interdisciplinary teamwork	10	(1)
Barriers to e-communication	10	(1)
Final thoughts	10	(1)
References	11	(1)
3 People communicate	12	(12)
Paul Robinson
People communicate	12	(1)
Models of communication	13	(2)
The nature of consciousness	15	(7)
Final thoughts	22	(1)
References	23	(1)
Part 2: e-Communications in the clinical setting	24	(35)
4 e-Communication skills in the clinical setting	26	(10)
Paul Robinson
Setting the scene	26	(1)
Knowledge and expertise in the consultation	27	(6)
Using the computer in real consultations	33	(1)
Conclusion	34	(1)
References	34	(2)
5 Teams working e-together	36	(11)
Louise Simpson
Setting the e-scene	36	(1)
Starting at the beginning	37	(1)
Decision-making for e-teams	37	(1)
How teams make decisions	38	(1)
Interpersonal play versus task focus	38	(1)
Group e-think	39	(1)
Communication skills for e-teams	40	(2)
How teams might change	42	(1)
Issues for e-teams	43	(2)
A final thought	45	(1)
References	46	(1)
6 Information governance	47	(6)
Rob Wilson
What is information governance?	47	(2)
Why is information governance important?	49	(1)
What are the aims of information governance?	49	(1)
What are the requirements for primary care?	49	(1)
How can we do information governance in general practice?	50	(1)
What resources are available?	51	(1)
Final thoughts	51	(1)
References	52	(1)
7 Health inequalities and language diversity	53	(6)
Mark Gibson and Pam Turpin
Language diversity, health inequalities and patient information provision	53	(3)
How can technology help?	56	(1)
Conclusion	57	(1)
References	58	(1)
Part 3: Practical matters	59	(36)
8 Diagnosing the problem and finding a solution	61	(4)
Mark Fletcher
What is the problem?	61	(1)
What is the likely solution?	62	(1)
Making it happen	63	(1)
A typical reputation audit	64	(1)
9 Writing an e-communications strategy	65	(14)
Mark Fletcher
What is the starting point?	65	(1)
What can we do about it?	66	(1)
Outcomes	67	(2)
Audiences	69	(5)
Channels	74	(1)
Messages	75	(1)
Context	76	(1)
Evaluation	77	(1)
A final thought	77	(2)
10 e-Communicating	79	(11)
Mark Fletcher
Electronic signatures	79	(2)
The critical data	81	(1)
Finding out what people think	82	(1)
The header	83	(1)
The body copy	84	(3)
Developing an e-communications policy	87	(2)
Reference	89	(1)
11 The peculiarity of e-communication	90	(5)
Mark Fletcher
It's all on the record	90	(1)
e-Games are entirely acceptable	90	(2)
Managing e-risk	92	(1)
Other ways of assessing communication risk	93	(2)
Part 4: Resource pack	95	(32)
12 Case study 1: People with sight loss, of South Asian origin, in Bradford	97	(4)
Mark Gibson and Pam Turpin
Introduction	97	(1)
The evidence	98	(2)
Discussion	100	(1)
13 Case study 2: The secondary care perspective	101	(9)
Charlotte Bates
Setting the scene	101	(1)
Communications requirements	102	(1)
Communication on an individual level	103	(1)
Interdepartmental communication	103	(1)
Communications: some problems and some solutions	104	(2)
Written communication	106	(1)
Telecommunications	107	(1)
Photocopying and facsimile	108	(1)
Computer systems and e-communication	108	(1)
Final thoughts	109	(1)
14 Case study 3: Ditching the paper in Staffordshire	110	(12)
Dai Evans
Context	110	(2)
Development of e-working	112	(1)
Acquiring initial functional IT skills: a self-help group solution	112	(1)
Disseminating IT skills into the local community: local user groups	113	(1)
Particular lessons in the development of electronic records	113	(1)
Organisational impacts on training: skinning the cat another way	114	(1)
Some examples of personal change management	115	(1)
Process management in practice: an under-recognised requirement	116	(1)
e-Working in the wider health community	117	(3)
Current position: computer-based records - successes and holes	120	(2)
15 Finding out more	122	(3)
Louise Simpson
Books, papers and journals	122	(1)
Web and CD-ROM resources	122	(1)
Organisations and their websites	123	(1)
Other materials: some useful addresses	124	(1)
16 Glossary of abbreviations	125	(2)
Index	127