Communication is a vital part of creating and maintaining a safe and efficient workplace environment.
How we interact with clients and staff will affect how well the organisation functions and how satisfying you find your job to be.
In this day and age ‘information explosion’ is a well known expression. In the health care setting it is no different. While the amount of information that is circulating can be daunting, the process is improved when:
To achieve this, an organisation needs to ensure that all staff are properly trained in the appropriate skills for their job. This training needs to be updated when necessary.
At Sunset Bay Health Campus (SBHC) we provide inductions, and ongoing training and development for staff in all areas of communication.
All methods of communication transfer are subject to Federal and State legislation. The Sunset Bay Health Campus Confidentiality Policy supports this Act.
For a list of training currently available go to this training list.
Interpersonal communication is the way we communicate with others. It may be with another person, to a group of people or to the public. It includes written, verbal and non-verbal communication.
At SBHC, when communicating with others, take into consideration:
At all times staff need to be respectful and polite to one another and to clients. At no time should they raise their voice, swear, or speak in a manner that makes another person feel belittled.
SBHC aims to create a safe and culturally aware work environment.
SBHC aims to create a work environment that is safe and supportive of people with disabilities.
See Grievance Policy in the Policies and Procedures Manual.
All organisations have rules for the transfer of information. Knowing how to use the different types of communication and following the correct procedures at SBHC helps to ensure that information goes to the correct place and person.
Communication can be internal or external or both. Internal communication is between staff at SBHC. External communication is between staff at SBHC and clients or other community members including the media.
At Sunset Bay Health Campus routine workplace protocols exist for:
Types of written communication used at SBHC include:
Written communication is a vital part of communication at SBHC. SBHC recommends that written communication:
Types of verbal communication at SBHC include:
The way we speak to other people can make a difference to the way information is received. At SBHC verbal communication can be improved when:
The type of written and verbal communication you use at SBHC will depend on the area you work in and on your job description.
In all organisations there is a correct line of communication. At SBHC the first line of communication is your immediate superior or line supervisor. The SBHC organisational chart will show you who your line supervisor is.
You can discuss any issues or concerns you may have with your line supervisor. Your supervisor may then either take your concern to the next level or you may be advised to do so.
If you go straight to the director or head of the company you will be advised to discuss the matter first with your supervisor.
Within an organisation there will be information that is sensitive and confidential in nature stored on the computer network. Most organisations have a confidentiality agreement that employees sign when they first join the company.
These agreements protect the privacy of their clients by ensuring that all staff will not pass on information of a personal or sensitive nature to any outside source.
One method of reducing any invasion of privacy is to issue staff with an ID number that gives them access to a particular level of computer access.
When using computers at SBHC:
When writing emails:
Remember that the person reading your email can’t see you so they can’t read your body language to see if you are joking, angry or serious.
Whiteboards may be used to allocate daily duties, rooms, or jobs to staff members.
If a whiteboard is used in your area check that you know:
Pin up boards may be used as a means of posting any notices about courses, organisational events or social events.
When using a pin up board, write the date that the notice is posted on the top of the notice and remove after two weeks
Handovers are the verbal passing of information from one or more persons to the following shift of worker or workers.
Handovers made be also spoken into a tape which is then played to the next group of workers outlining events of the previous shift or of any information that it is considered important for them to know.
When doing handovers:
Phones should be answered within four (4) rings.
Good morning/afternoon, Sunset Bay Health Campus, general stores. This is Jane Smith.This helps people know they have dialled the correct organisation, who they are speaking to and what your role in the organisation is.
When you take a message for someone make sure you understand the message correctly.
In a health care setting you may be required to complete forms. Each department may use a different set of forms. You must make sure that you know which forms to fill in, when you need to use forms and where to find the necessary forms.
When filling in a form:
If you have difficulties filling in forms, ask a colleague or your supervisor for some help.
It can be useful to obtain copies of forms that have been filled in which you can keep and use to help you.