HUMAN

RELATIONS

IN NURSING Dr. James Malce Alo

Hospital….

A part of social system

Dealings with

Professionals – Nurses, doctors, technicians,

paramedics

Other personnel – housekeeping, dietary, laundry, supplies, accounts…

Clients, relatives, friends visitors, other customers

All lead to public relations within the hospital

Public relations spring from

human relations Client – a bundle of expectations, anxieties, hopes

and fears - Wants effective & satisfactory services

- Forms impressions of the hospital set up

Health workers – Have personal and professional needs

- Want job satisfaction & recognition of their efforts

Hospital administration – Wants efficiency and maximum satisfaction of staff and patients

The ultimate outcome depends on ‘Human Relations’

PROFESSIONALS IN HEALTH

TEAM

Nursing team

Nutritionist

Occupational therapist

Dietician

Radiologist

Lab technologist

Spiritual advisors Social workers

Pharmacist

Respiratory therapist

Immunologist

Physical therapist

Physicians

The nurse in the health

team

Health team - A group of people who

coordinate their particular skills in order to

assist a client or his family, to achieve

optimum health

The quality and quantity of personnel in

the health team will depend upon the

needs of the client

The nurse is an important member of the health team

Relationship of nurse with the

members of health team

Nurse and the Physician

Have team spirit & co-worker relationship

Be loyal, honest and dependable

Carry out instructions intelligently

DO NOT take verbal orders.

Nurse & Nursing

superintendent

Respect & cooperate

Reporting punctually

Maintain courtesy when taking ward

rounds

Take assistance for problem solving

Nurse and the Head nurse

Head Nurse is the team leader

Respect & support her

Cooperate intelligently

Reporting on duty and leaving off duty

Hand over & take over important issues

Nurse and fellow nurses

Treat seniors with respect

Maintain good team work/ spirit

Share information to achieve best care of

the sick

Correctly hand over and take over

patient concerning information

Nurse and other hospital

personnel

Maintain good relationship with all

departments

Maintain smooth coordination between

patient unit and the departments

Nurse and the non professional

workers

Be decent & considerate

Maintain good relationship

Provide guidance and teaching

Nurse and the Client Treat as an individual Understand and help No discrimination. Do not accept any gifts/ favors. Help to adjust, cooperate and accept

treatments Create confidence. Establish good N-Pt

relationship. Call by name.. Be pleasant, cheerful and courteous

Do not get too familiar. Do not discuss personal affairs.

Therapeutic nurse-client

relationship (TNCR)

The core of nursing

Nurses use their knowledge, skill and judgment

Applies to all nurses in all roles and practice settings

Therapeutic communication

Client-centered care

Maintaining boundaries

Protecting the client from abuse

Complaints by clients

and community

Complaints Situations

Indifferent care

Unfriendly behaviour of staff

Lack of ‘human touch’

Poor quality care Quality of linen, diet, equipment, facilities,

cleanliness etc

Lack of information & guidance About facilities & staff Oral information,

sign posting, boards

Lack of comforts Chairs, benches, drinking water, toilets….

Delays at almost every step

Overcrowding

Noise pollution

Poor sanitation

Types of the Relationship

Social

Friendship

Companion

Use small talk

superficial

Intimate

Emotional

commitment

May be sexual/

emotional

Intimacy

Therapeutic

Focus on client

needs

Experiences,

Feelings, ideas

Goal oriented

Indicators of Therapeutic Communication

Introduce self to client (by name and category)

Provide for expression of feelings by the client

Ensure privacy of information

Be aware of verbal and non-verbal communication

Modify communication style

Anticipate and provide care

Recognize that all behavior has meaning

and seek to understand the cause

Understand and respect the client

Involve client in planning of care

Provide information to promote client

choice

Enable the client to make informed

decisions

Maintaining Boundaries

Nurse

Boundary

Client

Maintain Boundaries in the

therapeutic nurse patient

relationship Develop and follow plan of care with the

client

Recognize when boundaries are being crossed

Set and maintain the appropriate boundaries within the relationship

Abstain from disclosing personal information unless it meets the therapeutic need of the client

Ensure that nursing strategies promote health and well being of the client

Obstacles to the Therapeutic

Relationship:

Inappropriate Boundaries

Encouraging dependence

Non acceptance/Avoidance

Resistance

Role of nurse – Teacher, Caregiver,

Advocate, counselor

Principles of IPR in Nursing

Learn everyone’s name

Respect everyone’s individuality

Do not impose anything on anybody

Keep emotions under control

Do not fear to admit ignorance

Do not give and take personal favor

Team leader should be responsible

Develops habits of listening

Do not say hurtful things

Be loyal, honest, dependable and willing

Maintain a ‘team spirit’

Have mutual understanding among members

Phases of the Nurse-Client

Relationship

1. Pre-Orientation

Self assessment - examine own feelings,

fears, anxieties.

2. Orientation

Introductory Phase

- establish trust, share information with

client, discrete self-disclosure.

convey support, facilitate healing,

educate

3. Working Phase

Problems identified

Exploration- guide client to examine feelings/responses, develop new coping skills

4. Termination Phase

Resolution phase

- Examine goals achieved

- Explore feelings regarding termination

- Establish plan for continuing assistance

We’re moving you from

intensive care to

intensive billing

Communicating with the client is important!

Thank You!...

Dr. James Malce Alo