chapter  Chapter 4
16 Pages

Healthcare Communication Competency

WithAnne L. Drabczyk

Communication appears across a number of competency lists for a reason; it is indispensable in accomplishing the six aims for improvement, vis-à-vis healthcare reform. Now more than ever, it is obvious that the healthcare workforce will have to be competent in all aspects of communication in order to successfully navigate a system in transition. This chapter examines the potential improved communication practices can contribute to the national healthcare objective. Excerpts are assessed from student exploration and lessons learned about communication skills, relationship management, and facilitation and negotiation tactics. Communication themes emerging from three World Café conversations are explored. The chapter concludes with review of promising practices that can improve communication and patient satisfaction indicators.