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Examples of good and bad communication via a case study

Good communication may be invisible, as we do not always notice when things go right, rather we tend to notice when things go wrong. This case study demonstrates the use of core communication skills and shows what good communication, written and in person, looks like in practice.

In this video case study, Marie receives an invitation to attend a breast screening mammography appointment, which leads to her receiving a breast cancer diagnosis. As she moves along the diagnostic pathway, she is likely to become more anxious and concerned as to what the results of the mammogram will lead to, and staff need to be able to respond to her unspoken and spoken messages.

Other case studies and information useful for all staff can be found at:

Homeward Bound, Educational play and workbook, Seth’s Legacy. Hospice UK, the national charity for hospice care, supporting over 200 hospices in the UK.

How to talk end of life care with a dying patient, Atul Gawande (You tube)

Care Opinion UK - Real experiences of UK health and care services, good or bad.

RCN First Steps for health care assistants, listening and attending