Clinical competence is essential for any healthcare job. Clinicians need the education and experience required for the position. In some fields, national certification or registration is highly recommended. And some professionals - such as nurses - must be licensed in the state where they practice.
Science And Art
But clinical competence is just the beginning. "Healthcare is both a science and an art," explains Stephanie Brown, director of service excellence at HealthEast Care System (www.healtheast.org). "The science is what we do - giving a shot or administering a test. The art is how we do it - the soft or interpersonal skills. And research shows that both are essential for patient satisfaction and good clinical outcomes."
The most important element of this art is communication - between providers and patients, and among members of the healthcare team. But good communication doesn't just happen - especially in today's busy environment, where healthcare professionals are often distracted by technology, preoccupied by regulatory demands and stretched thin by ever-increasing demands on their time.
A Matter Of Focus
Intentional communication is the key to effective communication, Brown says. Intentional communicators acknowledge the person. They make a personal connection through eye contact. They call a patient by his or her preferred name.
Intentional communicators also make sure that information flows both ways. After explaining a treatment plan, for example, they may ask a patient, "Is there anything about what I've just said that worries you?" or "How do you feel about this? Does it sound doable?"
"It's not about spending more time with a patient, but about focusing the time that you do spend," Brown explains. Intentional, focused communication increases patient comfort and confidence, and makes it easier to partner with the patient. And this can make a provider's job easier.
