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Summary
This is the sixth article in a nine-part series describing the Principles of Nursing Practice developed by the Royal College of Nursing (RCN) in collaboration with patient and service user organisations, the Department of Health, the Nursing and Midwifery Council, nurses and other healthcare professionals. The article discusses Principle E, effective communication, and provides some examples of good practice.
Keywords
Communication, patient confidentiality, patient safety, Principles of Nursing Practice
These keywords are based on subject headings from the British Nursing Index. For author and research article guidelines visit the Nursing Standard home page at www.nursing-standard.co.uk. For related articles visit our online archive and search using the keywords.
THE FIFTH Principle of Nursing Practice, Principle E reads:
'Nurses and nursing staff are at the heart of the communication process: they assess, record and report on treatment and care, handle information sensitively and confidentially, deal with complaints effectively, and are conscientious in reporting the things they are concerned about.'
Communication is central to human interaction. Without it, people cannot relate to those around them, make their needs and concerns known or make sense of what is happening to them. One of the most basic goals for nursing staff is that their patients and clients and those who care for them experience effective communication (Department of Health (DH) 2010a).
National benchmarks for communication require that communication needs are assessed and appropriate methods are used to enable patients and carers to communicate effectively. Information that is accessible, acceptable and accurate, and that meets patients' and clients' needs, should be shared actively and consistently. Staff should communicate effectively with each other to ensure continuity, safety and quality of health care for all (DH 2010a).
Documentation, communication during handover, information sharing, managing complaints, and reporting incidents and concerns are the more formal aspects of communication, and the main focus of principle E. The importance of Principle E is demonstrated when things go wrong. The National Patient Safety Agency (2007) identified communication difficulties as a major factor affecting patient outcomes. Particular concerns included unclear documentation and nurses not being clear and confident in their reporting.
The Scottish Public Services Ombudsman (2010) reported that communication and confidentiality were 'once again' near the top of the list of complaints about the...