HRO12112150.edited

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univesity of jordan *

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HEALTH ASS

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Nursing

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Nov 24, 2024

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1 Case Study Student’s name Instructor’s name Institutional affiliation Course date

2 Introduction In this case study, we'll look at a conversation between Nurse Emily and Jane, a patient diagnosed with cancer. The names in this case study are fake. Jane, a 45-year-old lady with an unremarkable past medical history, received her breast cancer diagnosis recently. Her routine self-examination revealed a lump in her breast, which set off her road towards this diagnosis. She sought out emergency care out of concern and was directed to an oncology specialist for additional assessment. Following numerous tests and a biopsy, Jane was tragically informed that she had stage II breast cancer. Jane's unexpected and profound diagnosis has left her feeling scared, uneasy, and emotionally overwhelmed. The communication incident that is the subject of the investigation occurs when Nurse Emily and Jane are first discussing Jane's cancer diagnosis and her next course of action. The Communication Process Nurse Emily walked into Jane's hospital room looking friendly but with a warm demeanor. "Hello, I'm Nurse Emily, and I'm here to discuss your recent diagnosis and treatment plan," she opened the discussion and identified herself. But when Nurse Emily started talking, there were a few problems with the way they were communicating. Lack of Empathy Even though they were courteous, Nurse Emily's opening remarks lacked emotional support and empathy. Jane was clearly upset; her jaw was clenched, and her eyes were teary, but Emily paid no attention to Jane's feelings. This caused a rift because Jane needed comfort and understanding during these hard times. Use of Medical Jargon

3 Nurse Emily used a lot of medical jargon and medical terms in her communications. She stated, "You have been diagnosed with stage II invasive ductal carcinoma," but she did not elaborate. Jane looked anxious and perplexed because she was unfamiliar with medical terminology. Jane found it difficult to comprehend her diagnosis and available treatments because of the need for clear communication. Non-Verbal Responses Jane showed distress through her nonverbal cues. She sighed deeply, looked tense, and hesitated to make eye contact. Her uneasy and nervous body language conveyed these feelings. The nonverbal cues indicated that Jane was reluctant to participate in the conversation and also needed emotional support. Minimal Patient Engagement Nurse Emily's failure to elicit open-ended questions or to ask Jane to express her worries and thoughts enhanced minimal patient involvement. Jane could only respond verbally with brief, one-word responses, like "yes" or "no. Nurse Emily was partly to blame for this. The conversation needed a patient-centered approach, making Jane feel unheard and uninformed. Discussion Analyzing the issues The conversation between Nurse Emily and Jane exhibited several ineffective practices. This made Jane uncomfortable throughout the communication process. One of the major issues was the lack of empathy on Nurse Emily's part. She failed to recognize and acknowledge Jane's emotional state, a fundamental aspect of effective healthcare communication. Many studies

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4 highlight the importance of empathy in patient care; for example, Walsh et al. (2019) highlight that empathy from healthcare providers is strongly associated with patient satisfaction and compliance with treatment plans. The use of medical jargon and complex terminology by Nurse Emily was a significant barrier to effective communication, making it difficult for Jane to understand her diagnosis and treatment options. Watson (2019) highlights that there is a need for improved communication between Nurse Emily and Jane. In addition, Jane's engagement in the conversation was hindered by Nurse Emily's inability to engage her effectively and her lack of asking open-ended questions. Better health outcomes depend on actively including patients in their care and involving them in shared decision-making. According to a study by Mapes et al. (2020), shared decision-making and patient involvement are essential components of patient-centered care. Jane's non-verbal responses, such as her hesitation to make eye contact, sighing, and body tension, indicated her emotional distress and need for emotional support. Effective communication in healthcare should involve not only verbal but also non-verbal cues. A study by Rehman & Sohail (2023) emphasizes the role of non-verbal communication in understanding patient emotions and providing appropriate support. Communication strategies and theories to improve the process Nurse Emily can apply various communication strategies and theories to address these issues. One practical theory that can be used to manage the identified bad practices in the case study is the ISBAR model (Introduction, Situation, Background, Assessment, Recommendation). The ISBAR model is widely used in healthcare to standardize communication and enhance patient safety (Moi et al., 2019).

5 Introduction: Nurse Emily could begin the conversation by introducing herself and her role, promoting clarity and professionalism. Situation: Clearly express the current concern, acknowledging Jane's emotional state, which would align with empathy. She should have said something like, "I understand that you've received a cancer diagnosis, and I'm here to discuss the next steps in your treatment. I can see that this is a challenging time for you." Background: Provide essential medical background information in a simplified, patient- friendly manner. This could involve a brief explanation of the diagnosis, the stage of cancer, and any relevant medical history. Using plain language, Nurse Emily would ensure that Jane understands her condition. For example, she might say, "You have what's called stage II invasive ductal carcinoma, which means that the cancer has progressed a bit. I'll explain it more in simple terms if you'd like." Assessment: Engage Jane by asking open-ended questions, inviting her to share her thoughts, fears, and concerns. Active listening and empathy are critical here. For instance, she might ask, "How are you feeling about the diagnosis, Jane? What are your concerns or questions?" Recommendation: After assessing Jane’s emotional and informational needs, Nurse Emily should offer a clear action plan and involve Jane in shared decision-making, ensuring she understands her treatment options. Identifying good practices In this case study, it is essential to note that good communication practices were minimal. However, Nurse Emily maintained a professional demeanor, a fundamental aspect of healthcare communication. She also attempted to initiate the conversation, showing her commitment to

6 providing care to the patient. Nevertheless, these positive aspects were overshadowed by the issues discussed above. Nurse Emily is able to apply the LEARN theory to improve this further. Pay attention to Jane's worries and emotions while recognizing her feelings. Nurse Emily could demonstrate active listening by being totally present, maintaining eye contact, nodding to indicate understanding, and encouraging Jane to share her feelings and thoughts. Explain the diagnosis and available treatments using basic language and easy-to-understand terminology. To make sure Jane understood her condition and the suggested treatment plan, she ought to have explained everything in plain English rather than using complicated medical jargon. Acknowledge Jane's feelings and show compassion. Jane clearly needed emotional support because she was upset. A statement like "I understand that receiving this diagnosis is incredibly overwhelming," or something similar, could have been made by Nurse Emily. Offer treatment options and involve Jane in decision-making. She could have presented the treatment options and asked for Jane's input, considering her values and preferences. This collaborative approach empowers the patient to participate in their care actively. Collaboratively work with Jane to make decisions that align with her values and preferences. This could involve discussing the pros and cons of different treatment options, considering Jane's personal goals and concerns. Negotiation ensures that the patient's voice is heard and respected in decision-making. The LEARN theory emphasizes patient-centered care and effective communication. It ensures that the patient's voice is heard and their values and preferences are respected (Pratt et al., 2021).

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7 Reflection In reflecting upon this case study, I am reminded of the significant influence of excellent communication on healthcare outcomes. The conversation between Nurse Emily and Jane is a clear reminder of the necessity of empathy, plain language, and patient engagement. As a future healthcare provider, this scenario underlines the need to not only present medical information but also offer emotional support and foster a patient-centered environment. It confirms that caring and straightforward communication can considerably ease a patient's emotional load with a tough diagnosis. This experience has strengthened my dedication to developing my communication abilities to give the best treatment possible. Conclusion In conclusion, this case study highlights the critical role that good communication plays in the healthcare industry, from conveying complicated medical information to offering patients emotional support and encouraging their participation. In the end, it contributes to better patient experiences, happiness, and healthcare outcomes. It highlights the importance of continual efforts to improve communication skills among healthcare professionals.

8 References Mapes, M. V., DePergola, P. A., & McGee, W. T. (2020). Patient-centered care and autonomy: shared decision-making in practice and a suggestion for practical application in the critically Ill. Journal of intensive care medicine, 35(11), 1352-1355. Moi, E. B., Söderhamn, U., Marthinsen, G. N., & Flateland, S. (2019). The ISBAR tool leads to conscious, structured communication by healthcare personnel. Sykepleien Forskning, 14(74699). Pratt, H., Moroney, T., & Middleton, R. (2021). The influence of engaging authentically on nurse–patient relationships: A scoping review. Nursing Inquiry, 28(2), e12388. Rehman, U., & Sohail, A. (2023). Exploring The Role of Verbal and Non-Verbal Communication Skills of Nursing in Patients Healing. Walsh, S., O’Neill, A., Hannigan, A., & Harmon, D. (2019). Patient-rated physician empathy and patient satisfaction during pain clinic consultations. Irish Journal of Medical Science (1971-), 188, 1379-1384. Watson, J. C. (2019, September). Talking the talk: enhancing clinical ethics with health literacy best practices. In HEC Forum (Vol. 31, pp. 177-199). Springer Netherlands.

HRO12112150.edited

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