Managing Hospital Communication
3 – 5 September, 2014
Dr. Nagesh Rao and Dr. Saumya Pant
Abdul Rahman, age 58, clutched his chest, gasping to his wife Zeenat that he might be having a heart attack. Despite the busy ER, Abdul was placed into a room immediately at the Bright Hospital. After taking Abdul's medical history,checking his vital signs and all preliminary tests to be normal, Dr. Raghavan and the nurses left the worried family to themselves in the room, saying that they'll be back soon.
Abdul was feeling much better, but it had been a couple of hours since any of the staff had visited them. Feeling antsy, Zeenat went to enquire with the nurses, if they could leave. When the nurses asked Dr. Raghavan about the same, he yelled, "ARE THEY MAD?!"" questioning Zeenat as also the nurse's authority. Muttering angrily under his breath he curtly added, "Tell the lady that I'm not releasing her husband until we've completed our monitoring and we're absolutely certain he’s not at risk. Go do your job!"
Abdul's daughter Katrina heard this entire conversation and conveyed to Zeenat, "Mom, it sounds like the doctor is pretty mad at you! He thinks you want Dad to go home, just because you're tired of sitting here and that you don't seem to care whether Dad is well or not. He told a nurse that they were still monitoring him." Zeenat bewilderingly exclaimed, "How was I to know they are still monitoring him?! No one has spoken to us for hours! They just left us in this little room. I think I'll have a word with the doctor."
Is Abdul receiving healthcare or medical care? The World Health Organisation's definition of health addresses the comprehensive and holistic health needs of a patient – physical, psychological, relational, religious/spiritual and lifestyle dimensions. Medical care, however, aims to cure a specific illness or disease.
In today's context most patients are receiving medical care. Every health facility wishes to offer quality healthcare, where health services provided to patients improve desired health outcomes. However, amidst soaring healthcare costs, suffocating time constraints, ever increasing competition and the pressures of using cutting edge technology, unfortunately a critical aspect of health-care sometimes takes a backseat – the patient. At the heart of this issue is inefficient and ineffective communication.
Three decades of research have unequivocally shown that effective provider-patient communication positively impacts diagnostic accuracy, patient compliance, patient safety and satisfaction and decreased chances of litigation. Inefficient communication impacts the bottom-line too – a recent study in the United States showed U.S. hospitals on an average, lose 12.3 billion each year due to communication inefficiencies. Of this, wasted physicians’ communication time accounts for $800 million of the losses, wasted nurses’ communication time costs $4.9 billion and a maximum of $6.9 billion is lost due to communication inefficiencies during discharge.
Further, communication effectiveness among healthcare employees directly impacts their job satisfaction and patient health outcomes. When the employees are happy, they provide better care.
At the end of the three-day MDP on 'Managing Hospital Communication', participants will:
Understand the importance of communication in a healthcare facility
Learn the principles of communication and levels of communication competence
Address specific communication issues in a healthcare facility ,such as:
Managing patient expectations
Breaking bad news
Working with family members of patients
Managing communication among employees in a healthcare facility
Understand how listening and communication styles impact outcomes
Explore what can be done to change communicative attitudes and behaviours
Communication is much more than an effective skill. It is a systemic issue that impacts every aspect of our lives. This three-day intensive MDP will analyse the importance of communication in providing effective healthcare and offer strategic ways to address challenges and opportunities. Participants will understand the dimensions of communication competence; how specific communication issues impact a healthcare facility and how to manage them. We will not focus just on challenges- every health-care facility has communication champions and we will explore how we can diffuse this orientation to others in the work place. The focus of the programme is both on communication strategies and skills, with a stronger focus on the former.
This intensive three-day MDP will be delivered through lectures, case studies, role-plays, personal assessment and guest lectures. Be prepared to be stretched physically and mentally. Be prepared to be innovative and creative. Be prepared to be serious and to have fun. We will engage all our capacities (mental, emotional, physical and maybe even spiritual) to reflect upon and learn the key tenets of efficient and effective communication in a healthcare context.
WHO SHOULD ATTEND?
Anyone working in a healthcare context: practitioners (doctors, nurses, pharmacists, occupational therapists, dieticians, etc.), administrators (senior management, quality team, administrative officers, etc.) policymakers and educators.
WHAT DO PAST PARTICIPANTS SAY?
"As a Consultant Ophthalmologist and Senior Surgeon with 30 years experience of working in different hospitals of India and abroad, I feel this communication training should have been given at the beginning of my career. Positive Deviance selection approach and effective communication, with mix of assertive along with submissive to aggressive style will definitely help me in future."
- Dr. M. C. Aggarwal, Consultant, DDUH- Govt. of H & F W, New Delhi
"Communication plays an important role, smooth management of hospital to improve quality of service to patients in a cordial manner by our hospital staff, to reduce referrals to other hospitals, to bring all the staff of the hospital close together to work in coordinated manner."
- Dr. Saroja B.G., Medical Superintendent, Jayanagara General Hospital, Bangalore
"A great experience where every member on the campus has embodied the spirit of 'Effective Communication'. An action packed learning experience."
- Dr. Anil Kumar, Manager - Training & Development, Quality Care India Ltd., Hyderabad
"Very good learning experience and the importance of communication in healthcare."
- Dr. K. P. Dubey, Sr. Specialist & HOD (ENT), Tata Main Hospital, Tata Steel Ltd., Jamshedpur
Dr. Nagesh Rao
Dr. Nagesh Rao is the President & Director at MICA, with scholarly interests in intercultural communication competence and health communication. Over the past twenty years, he has taught in several U.S. universities, including University of Maryland, Ohio University and University of New Mexico. In each of these universities, Dr. Rao was voted as the Teacher of the Year at the university-level. Most recently, Dr. Rao was a professor at the Indian Institute of Management, Ahmedabad (IIMA). He has also been a visiting professor at the Bangkok University, Zayed University (U.A.E.) and the Hong Kong Baptist University.
Dr. Rao's work has been published in internationally reputed communication and health journals, including Communication Monographs, International Journal of Intercultural Relations and Studies in Family Planning. Dr. Rao's latest work focuses on the strategic role of communication in Indian hospitals. He had worked for over two years with the Bangalore Baptist Hospital to demonstrate that communication within a hospital, is key to providing effective health care to patients. Out of this work, he recently co-edited a book, "Communicate. Care. Cure. A Guide to Healthcare Communication" (2012) with Dr. Alexander Thomas, Bangalore Baptist Hospital.
He has also served as a consultant or a trainer for Siemens, NextGen Health Care, PriceWaterhouseCoopers, England, Johns Hopkins University Medical School and Northwestern University Medical School. Moreover, he has worked on research projects funded by the National Institutes of Health (NIH), the National Science Foundation (NSF), the Agency for Health Care Policy and Research (AHCPR) and the National Institute for Alcohol Abuse and Alcoholism (NIAAA).
He can be reached at [email protected]
Dr. Saumya Pant
Dr. Saumya Pant is the founder of Siya Consulting and an Adjunct Professor at MICA. Siya Consulting is a firm that provides communication consultancy and training in the areas of health communication, intercultural communication and social change (health, gender, sensitisation amongst the youth, education and research). She is also a Visiting Professor at the Bangkok University, Thailand.
Dr. Saumya Pant got her Ph.D. from the Department of Communication Studies at Ohio University, Athens, U.S.A., in Communication for Social Change, with a specialisation in Health Communication. Her areas of expertise are gender and health communication, mass communication for social change and intercultural communication.
Dr. Pant has served as a consultant to UNICEF in India and Zanzibar, the Northwestern University Medical School, Population Foundation of India and All India Radio. She has worked on research projects funded by the Population Communication International (PCI) in New York, the Danish Research Council on the Humanities in Denmark and Population Foundation of India in New Delhi.
Currently she is writing a book on 'Medical Tourism and the Narrative of Surrogacy'.
Dr. Pant has widely published in international journals such as the Journal of Communication, Journal of Development Communication, Journal of Creative Communications, International Journal of Mobile Marketing, Journal of Cultural Politics and the Nordic Journal of Feminist and Gender Research.
She can be reached at saumy[email protected]
All participants of the MDP on 'Managing Hospital Communication' will be awarded a MICA MDP certificate on successful completion of the programme.
3 – 5 September, 2014
Ahmedabad – 380 058 (India)
For Indian Participants
Rs. 30,000/- per participant for the residential MDP.
Please add 12.36% towards Service Tax.
For International Participants
US$ 1,250/- per participant for the residential MDP.
Please add 12.36% towards Service Tax.
If you remit the fee electronically, please include the Name of Remitter (The name of the sponsoring organisation) and the Purpose of Remittance i.e. MDP on 'Managing Hospital Communication' in the payment details.
Please send us the remittance details attaching the original payment slip along with the MDP nomination form, to enable us to easily identify your payment sent by electronic transfer.
MICA's PAN No.: AAATM 2168D
MICA's Service Tax Number: AAATM2168DSD001
We recommend that you send your nominations early. If, for whatever reason, you cancel it, we will refund the fee provided we get your written request for cancellation at least 15 days ahead of the programme commencement date. In case the nominated person does not attend, the sponsoring company can nominate another person to attend the programme with prior intimation.
Early Bird Discount: Nominations received with payment on or before Thursday, 24 July, 2014 will be entitled for an early bird discount of 10%
Group Discount: MICA extends a discount of 10% for a group of 4 or more participants attending this MDP together as a team, from the same organisation.
Combine the Two: Organisations with nominations and payment received on or before Thursday, 24 July, 2014, can avail of both the discounts subject to a maximum overall discount of 15%.
Early Bird Offer Closes: Thursday, 24 July, 2014
Last Date For Nomination: Thursday, 1 September, 2014
For further information, please get in touch with Hardip Chandnani, Senior Marketing Executive at the MICA Management Development Programme Centre . He can be reached at phone number +91 2717-308314 or mobile number +91 9586859700. Or E-mail: [email protected]
For Customised or In-company Programmes, please get in touch with Narayanan K Nair, Senior Manager, Management Development Programme Centre. He can be reached at phone number +91-2717-308320 at his mobile number +91 9724447196 Or E-mail: [email protected]
MDP Center MICA
Shela, Ahmedabad – 380 058 (India)
Phone:+91 2717 308250 Fax: +91 2717 308349 E-mail: [email protected]