A study on assessing communication challenges between clerks and deaf patients at Nelson Mandela Academic Hospital was conducted in 2010. The aim was to assess the existence of communication challenges, possible reasons and solutions to these. The literature reviewed identified a gap in the knowledge of communication between staff and deaf patients. A health systems’ study was conducted using a descriptive, cross sectional survey. The study population was made up of 33 clerks who worked at the registration and records area and deaf patients who stayed at Efata and received health services from the hospital. All clerks were interviewed and a random sample of 106 deaf patients was estimated using Epidat statistical software. Self administered questionnaires were used for data collection. Results confirmed the existence of communication challenges between the two groups. A majority of clerks were not trained in Sign Language. They used a combination of methods to communicate with deaf patients, and few clerks could use Sign Language. The patients also used a combination of methods due to the frustration of not having a common method of communication with clerks. The findings clearly showed that there are communication challenges between the two groups and Sign Language needed to be introduced to clerks in order to accommodate deaf patients. Further research may be done on all healthcare providers and to all deaf patients in the region served by Nelson Mandela Academic Hospital, and this could have a positive impact on the quality of service offered by the hospital to the deaf community.

Thesis (Ph.D.)--Ohio University, June, 2007. / Title from PDF t.p. Includes bibliographical references.

La communication est au centre de la relation soignant-soigné en médecine. Si la littérature dans ce domaine est abondante, il reste aujourd’hui de nombreuses questions relatives à l'efficacité des formations des médecins à la communication en termes d'acquisition et de transfert de compétences. Ce travail de thèse a étudié ces questions au travers de quatre objectifs: l'évaluation de l'acquisition de compétences communicationnelles dans un contexte hautement émotionnel, l'évaluation du transfert de compétences communicationnelles dans la pratique clinique, l'évaluation de l'impact de l'acquisition et du transfert de compétences communicationnelles sur l'état émotionnel du patient, et l'évaluation de l'impact de l'acquisition et du transfert de compétences communicationnelles sur l'état émotionnel du patient et de son proche. Des programmes de formation à la communication ont donc été testés empiriquement. Les résultats de ces études montrent qu'un programme de formation à la communication permet l'acquisition de compétences communicationnelles centrées sur le patient ainsi que le transfert de ces compétences en situations cliniques. De plus, ce transfert de compétences est perçu par les patients. Ces études montrent néanmoins qu'un programme de formation à la communication n'a d'impact ni sur l'évolution de l'anxiété des patients lors de consultations médicales impliquant un patient seul ni sur l'évolution de l'anxiété des patients et de leurs proches lors de consultations médicales impliquant un patient accompagné par un proche. Ces résultats soulignent l'importance de proposer dès aujourd'hui ce type de formations dans les curriculums des médecins mais aussi de continuer à améliorer l'optimisation de ces formations à la relation soignant-soigné. /Communication is at the center of the doctor-patient relationship in medicine. Although literature is abundant in this area, there are now many questions about the effectiveness of communication training for physicians in terms of acquisition and transfer of skills. This thesis has addressed these issues through four objectives: the assessment of communication skills in a highly emotional context, the assessment of transfer of communication skills in clinical practice, the assessment of the impact of acquisition and transfer of communication skills on the patient's emotional state, and the assessment of the impact of acquisition and transfer of communication skills on the patient's and its relative's emotional state. Two communication skills training programs have been tested empirically. Results of these programs show that a training program allows the acquisition of patient-centred communication skills and the transfer of these skills in clinical practice. Moreover, this transfer of skills is perceived by patients. Results of the studies included in this thesis show however that a communication skills training program has no impact on the evolution of patient anxiety following medical consultation or on the evolution of patient and relative anxiety following medical consultation when patient was accompanied by a relative. These results underscore the importance of including this type of training in the curricula of doctors but also to further study the optimisation of such training program to doctor-patient relationship.

Thesis (M.A.)--Marshall University, 2002. / Title from document title page. Document formatted into pages; contains viii, 38 p. Includes bibliographical references (p. 35-38).

Bakgrund: För att kunna ge en tydlig beskrivning av patientperspektivet gällande erfarenheter av bemötandet inom ambulanssjukvården och på akutmottagning är det viktigt att ta hänsyn till människors förväntningar på bemötande inom ambulanssjukvården. En ambulanssjuksköterska måste kunna visa engagemang och empati och kunna tolka och förutse patienters olika behov. Syfte: Att beskriva patienters erfarenheter av bemötande inom ambulanssjukvården och på akutmottagning. Metod: En litteraturstudie med systematisk ansats där studier (n=20) med kvalitativ metod inkluderats. Artikelsökningarna gjordes i databaserna CINAHL och PUBMED. Resultat: I resultatet framkommer tre teman; "det första upplevda bemötandet på akutmottagningen". Slutsats: Vid ett behov av akutsjukvård är ambulanssjukvården och akutmottagningen på ett sjukhus de första vårdinstanser som patienter kommer i kontakt med. Hur patienterna upplever bemötandet inom dessa instanser är avgörande för hur deras förtroende påverkas för deras fortsatta vård. / Background: In order to provide a clear description from the patients' perspective regarding their experiences in the ambulance care and at the emergency department, it is important to consider their expectations of this service. An ambulance nurse must be able to show engagement and empathy, as well as the ability to interpret and predict patients' various needs. Objective: To describe patients' experiences of interactions and relationships in the ambulance care and in the emergency department. Methods: A litterature review with a systematic approach in which studies (n=20) with qualitative methods are included. The searches of the articles were made in the databases CINAHL and PUBMED. Results: The results are divided into three sections: firstly, the initial perceived response of the ambulance crew, secondly more than transportation in an emergency vehicle and finally how people are treated in the emergency department. Conclusion: When there is a need for emergency care, the ambulance service and emergency department of a hospital are the first instances patients come in contact with. The patient's experience of treatment and hospitality in these instances are crucial to, and affects how trust is developed for their continued care.

La communication est au centre de la relation soignant-soigné en médecine. Si la littérature dans ce domaine est abondante, il reste aujourd’hui de nombreuses questions relatives à l'efficacité des formations des médecins à la communication en termes d'acquisition et de transfert de compétences. Ce travail de thèse a étudié ces questions au travers de quatre objectifs: l'évaluation de l'acquisition de compétences communicationnelles dans un contexte hautement émotionnel, l'évaluation du transfert de compétences communicationnelles dans la pratique clinique, l'évaluation de l'impact de l'acquisition et du transfert de compétences communicationnelles sur l'état émotionnel du patient, et l'évaluation de l'impact de l'acquisition et du transfert de compétences communicationnelles sur l'état émotionnel du patient et de son proche. Des programmes de formation à la communication ont donc été testés empiriquement. Les résultats de ces études montrent qu'un programme de formation à la communication permet l'acquisition de compétences communicationnelles centrées sur le patient ainsi que le transfert de ces compétences en situations cliniques. De plus, ce transfert de compétences est perçu par les patients. Ces études montrent néanmoins qu'un programme de formation à la communication n'a d'impact ni sur l'évolution de l'anxiété des patients lors de consultations médicales impliquant un patient seul ni sur l'évolution de l'anxiété des patients et de leurs proches lors de consultations médicales impliquant un patient accompagné par un proche. Ces résultats soulignent l'importance de proposer dès aujourd'hui ce type de formations dans les curriculums des médecins mais aussi de continuer à améliorer l'optimisation de ces formations à la relation soignant-soigné. /Communication is at the center of the doctor-patient relationship in medicine. Although literature is abundant in this area, there are now many questions about the effectiveness of communication training for physicians in terms of acquisition and transfer of skills. This thesis has addressed these issues through four objectives: the assessment of communication skills in a highly emotional context, the assessment of transfer of communication skills in clinical practice, the assessment of the impact of acquisition and transfer of communication skills on the patient's emotional state, and the assessment of the impact of acquisition and transfer of communication skills on the patient's and its relative's emotional state. Two communication skills training programs have been tested empirically. Results of these programs show that a training program allows the acquisition of patient-centred communication skills and the transfer of these skills in clinical practice. Moreover, this transfer of skills is perceived by patients. Results of the studies included in this thesis show however that a communication skills training program has no impact on the evolution of patient anxiety following medical consultation or on the evolution of patient and relative anxiety following medical consultation when patient was accompanied by a relative. These results underscore the importance of including this type of training in the curricula of doctors but also to further study the optimisation of such training program to doctor-patient relationship. / Doctorat en Sciences Psychologiques et de l'éducation / info:eu-repo/semantics/nonPublished