Deliverable 3 – Let’s Talk

Competency

Utilize effective intra-professional and inter-professional communication to promote a continuous and reliable therapeutic environment.

Scenario

You are the staff development director of an acute care rehabilitation center. The center has gone through some recent expansions resulting in “growing pains.” The staff has doubled in size in the last six months. The Director of Nursing approaches you with a problem. The client satisfaction scores have decreased significantly in the past six months, and she shows you quotes from clients that need to be addressed. She has given you the task of creating a column in the hospital newsletter focusing on positive intra- and inter-professional communication strategies.

Instructions

From the

list of survey quotes provided here

, create a column for the hospital newsletter to assist in understanding positive intra- and inter-professional communication strategies.

• Chose two intra-professional      communication examples from the list of survey quotes. For each example      describe:

  Consequences of the poor       communication strategy
  Propose a communication strategy       to promote intra-professional communication and to create a therapeutic       environment
  Support your ideas with evidence

• Chose two inter-professional      communication examples from the list of survey quotes. For each example      describe:

  Consequences of the poor       communication strategy
  Propose a communication strategy       to promote inter-professional communication and to create a therapeutic       environment
  Support your ideas with evidence

• Ideas stated with professional      language and attribution for credible sources with correct APA citation,      spelling, and grammar.

Grading Rubric

Appropriately chose two intra-professional communication examples from the list of survey quotes.

Examples were evaluated completely and consequences fully described.

Accurate alternative strategy is provided and strongly supported with appropriate evidence.

Appropriately chose two inter-professional communication examples from the list of survey quotes. Examples were evaluated completely and consequences fully described.

Accurate alternative strategy provided and strongly supported with appropriate evidence.

Communication is professional, well-constructed, and succinct and contains comprehensive detail.

Minimal to no spelling and grammar errors that do not detract from the audience’s ability to comprehend the material.

Sources used are credible, support the purpose of the assignment, and contain insignificant to no APA errors.

Quotes from Client Satisfaction Surveys

1. “Everyone was very nice to me, but they are not always so nice to each other. I felt bad for some of the nurses. Staff would roll their eyes at each other when they thought no one was watching.”

2. “It did not seem as if the staff all talked to each other. One nurse did not even know I was allowed to walk on my foot with all my weight.”

3. “The Unit was very pretty and comfortable. However, the staff always looked rushed and was hollering at each other to get things done. I even heard someone say, ‘I don’t care how you get it done, but do it now. I don’t have time to babysit you.’”

4. “I was very upset when the doctor told my nurse that she needed to go back to school and learn to read. I know I can never read what he writes.”

5. “My therapy was great. Everyone works very hard to help me get better and go home on schedule. However, the physical therapist was never happy with my nurses, saying that they needed to medicate me so that I could do more. He did not know that I refused the medicine because it makes me feel funny. I just asked for ice.”

6. “The food was great. I did not like getting woken up at 11 pm for the nurses to talk to me, but I was told that is required. I agreed, but when the one nurse left, the other nurse said that ‘only some nurses do this, that one is very rude and makes everyone wake you up. You can refuse next time. I won’t care.’ I never refused, as I felt if it was a rule, then I did not want any nurses getting in trouble. They all work hard.”

7. “I had a great stay. I healed well and always felt at home in my room. I will be back when I have my second knee replaced, but I hope at that time the staff works together more. I had a nurse aide ask occupational therapy for assistance with moving me to the bathroom, and the therapist told her to ask the nurse, as she is not responsible for helping with those things. She also asked, ‘how come you do not know how to do it? Are you a new aide? What is the issue? Ask the nurse.’ My aide was very upset, and I told her I would wait. She got another aide to help her, and it was fine.”

8. “During my team meeting for discharge, the physical therapist offers opinions outside of his turn to talk about me going home, and my doctor responded saying, ‘I don’t have time to talk with everybody about issues. We have to keep things moving.’ I felt bad for my therapist; he was trying to make sure I had what I needed to go home. Thankfully, I still got to go home. If I do come back, I do not want that doctor again. I now you have many other ones.”

9. “I overheard my occupational therapist talking to the housekeeper. The housekeeper said, ‘I guess you don’t have to like me, and I don’t have to like you. We have to work together. I will get to it when I am done here. Anyway, you’re not my boss.’”

10. “I was coming back from my dinner, and there was an x-ray tech at the desk. He asked for help finding me since I was not in my room. The nurse at the desk said, ‘You’re not the only person asking me for help, you know. It’s not like I’m sitting around doing nothing. Just wait, I am sure she is at dinner.’ I grabbed the gentleman and said, ‘here I am.’ We got my x ray, and I apologized for the nurses’ rude comments. He said, ‘don’t worry, happens all the time.’ How awful.”

Thank you for submitting deliverable #3 on therapeutic communication. Please see the feedback from this assessment below as it correlates to the rubric.

Row 1-4/4 Appropriately chose two intra-professional communication examples from the list of survey quotes. Examples were evaluated completely and consequences fully described. Accurate alternative strategy is provided and strongly supported with appropriate evidence. This demonstrates mastery of this item in the rubric.

Row 2- 4/4 Appropriately chose two inter-professional communication examples from the list of survey quotes. Examples were evaluated completely and consequences fully described. Accurate alternative strategy provided and strongly supported with appropriate evidence. This demonstrates mastery of this item in the rubric.

Row 3- 2/4 Communication is professional, but not well-constructed or succinct and lacks clarity due to missing details. Some spelling and grammar errors, which occasionally detract from the audience’s ability to comprehend the material. The instructions for this deliverable called for an informational Newsletter to employees about professional and therapeutic communication, it should not read like an essay.

Row 4- 4/4 Sources used are credible, support the purpose of the assignment, and contain insignificant to no APA errors.This demonstrates mastery of this item in the rubric.