E-Communication Skills: A Guide for Primary

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.

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

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E-Communication Skills: A Guide for Primary Care

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Table of Contents

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E-Communication Skills: A Guide for Primary Care

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