Active Listening by Hospital Chaplaincy Volunteers
Benefits, Challenges and Good Practice
DOI:
https://doi.org/10.1558/hscc.v3i2.26065Keywords:
active listening, hospital chaplaincy, volunteers, health communicationAbstract
Active listening (AL) is a communication technique frequently used in counselling. This study explored the feasibility of implementing a ward based AL intervention for patients by chaplaincy volunteers in the UK National Health Service. Seven focus groups (n=47) included healthcare researchers, lecturers, nurses, patients, AL tutors, active listeners volunteers and chaplaincy volunteers. Acceptability and perceived effectiveness of a patient/volunteer listener intervention were explored. Analysis followed the framework approach. Four themes emerged: (a) Listening as a wellbeing generator; (b) Benefits of AL delivered by volunteers; (c) Spirituality and public perceptions of hospital chaplaincy; (d) Challenges of structured communication techniques in acute care. Participants reported positive attitudes towards the introduction of AL provided by volunteers in acute wards. They shared a common belief that when people are listened to, wellbeing improves through control, choice and empowerment. Patients’ acceptability of the intervention increased if it was delivered by volunteers.
References
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Bostrom, R. (1990) Listening Behavior: Measurement and Application. New York: Guilford Press.
Casiday, R., E. Kinsman, C. Fisher and C. Bambra (2008) Volunteering and Health: What Impact Does it Really Have? Report to Voluneering England. London: Volunteering England. http://www.ivr.org.uk/images/stories/news-item-attachments/volunteering_health_impact_full_report1.pdf
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Coffman, S. and V. Coffman (1993) “Communication Training for Hospice Volunteers”. Omega 27: 155–63. http://dx.doi.org/10.2190/251v-5wxl-k3h6-08rj
Connolly, M., J. Perryman, Y. McKenna, J. Orford, L. Thomson, J. Shuttleworth and S. Cocksedge, (2010) “SAGE & THYME™: A Model for Training Health and Social Care Professionals in Patient-Focussed Support”. Patient Education and Counseling 79(1): 87–93. http://dx.doi.org/10.1016/j.pec.2009.06.004
Connolly, M., J. M. Thomas, J. A.Orford, N. Schofield, S. Whiteside, J. Morris and C. Heaven (2014) “The impact of the SAGE & THYME Foundation Level Workshop on Factors Influencing Communication Skills in Health Care Professionals”. Journal of Continuing Education in the Health Professions 34(1): 37–46. http://dx.doi.org/10.1002/chp.21214
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Epstein, R. M., P. Franks, K. Fiscella, C. G. Shields, S. C. Meldrum, R. L. Kravitz and P. R. Duberstein (2005) “Measuring Patient-centered Communication in Patient–Physician Consultations: Theoretical and Practical Issues”. Social Science & Medicine 61(7): 1516-528. http://dx.doi.org/10.1016/j.socscimed.2005.02.001
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Gilliat-Ray, S., M. Ali and S. Pattison (2013) Understanding Muslim Chaplaincy. Farnham: Ashgate.
Hargie, O., C. Saunders and D. Dickson (1994) Social Skills in Interpersonal Communication. London: Routledge.
Janusik, L. A. (2002) “Teaching Listening: What Do We Do? What Should We Do?” International Journal of Listening 16(1): 5–39. http://dx.doi.org/10.1080/10904018.2002.10499047
Kilpatrick, S., C. Stirling and P. Orpin (2010) “Skill Development for Volunteering in Rural Communities”. Journal of Vocational Education & Training 62(2): 195-207. http://dx.doi.org/10.1080/13636820.2010.486929
Kitzinger, J. (1995) “Qualitative Research: Introducing Focus Groups”. British Medical Journal 311(7000): 299. http://dx.doi.org/10.1136/bmj.311.7000.299
Nassar-McMillan, S., and R. Lamberd (2003) “The Relationship between Volunteers’ Work Behaviors and Background and Preparation Variables”. Journal of Adult Development 10(2): 89–97. http://dx.doi.org/10.1023/A:1022487831429
Naylor, C., C. Mundle, L. Weaks and D. Buck (2013) Volunteering in Health and Care. Securing a Sustainable Future. London: The King’s Fund. http://www.kingsfund.org.uk/sites/files/kf/field/field_publication_file/volunteering-in-health-and-social-care-kingsfund-mar13.pdf
Nyden, K. P. (2003) “Unsatisfied Basic Needs of Older Patients in Emergency Care Environments – Obstacles to an Active Role in Decision Making”. Journal of Clinical Nursing 12 (2): 268–74. http://dx.doi.org/10.1046/j.1365-2702.2003.00737.x
Ong, L. M., J. C. de Haes, A. M. Hoos and F. B. Lammes (1995) “Doctor-patient Communication: A Review of the Literature”. Social Science & Medicine 40(7): 903–18. http://dx.doi.org/10.1016/0277-9536(94)00155-M
Orchard, H. (2001) “Spiritual Care in God’s Waiting Room: a Review of the Questions”. Progress in Palliative Care 9(4): 131–35.
Pepper, G. (2008) “The Physical Organization as Equivocal Message”. Journal of Applied Communication Research 36(3): 318–38. http://dx.doi.org/10.1080/00909880802104882
Piderman, K. M., D. V. Marek, S. M. Jenkins, M. E. Johnson, J. F. Buryska and P. S. Mueller (2008) “Patients’ Expectations of Hospital Chaplains”. Mayo Clinic Proceedings 83(1): 58–65. http://dx.doi.org/10.4065/83.1.58
Planalp, S., and M. Trost (2008) “Communication Issues at the End of Life: Reports from Hospice Volunteers”. Health Communication 23(3): 222–33. http://dx.doi.org/10.1080/10410230802055331
Purdy, M. (2011) “Grounding Listening: The Limitations of Theory”. International Journal of Listening 25(3): 132-38. http://dx.doi.org/10.1080/10904018.2011.537144
Ritchie, J., and J. Lewis (2003) Qualitative Research Practice: A Guide for Social Science Students and Researchers. London: Sage Publications.
Royal College of Nursing (2011) Spirituality in Nursing Care: A Pocket Guide. London: Royal College of Nursing, http://www.rcn.org.uk/__data/assets/pdf_file/0008/372995/003887.pdf
Silverman, J., S. M. Kurtz, J. Draper, J. van Dalen and F. W. Platt (2013) Skills for Communicating with Patients. 3rd Edition. Milton Keynes: Radcliffe Publishing Ltd.
Sinclair, S., and H. M. Chochinov (2012) “Communicating with Patients about Existential and Spiritual Issues: SACR-D Work”. Progress in Palliative Care 20(2): 72–78. http://dx.doi.org/10.1179/1743291X12Y.0000000015
South, J, A. Meah and P. Branney (2011) “Think Differently and Be Prepared to Demonstrate Trust”: Findings from Public Hearings, England, on Supporting Lay People in Public Health Roles”. Health Promotion International 27(2): 284–94. http://dx.doi.org/10.1093/heapro/dar022
Souza, K., and M. Dhami (2008) “A Study of Volunteers in Community?based Restorative Justice Programs”. Journal of Criminology and Criminal Justice 50(1): 31–57. http://dx.doi.org/10.3138/cjccj.50.1.31
Stewart, M. (2001) “Towards a Global Definition of Patient Centred Care: the Patient Should Be the Judge of Patient Centred Care”. British Medical Journal 322(7284): 444. http://dx.doi.org/10.1136/bmj.322.7284.444
Thompson, T. L. (1998) “The Patient/Health Professional Relationship”. In Health Communication Research: A Guide to Developments and Directions, eds L. D. Jackson and B. K. Duffy. Wesport, CT: Greenwood Press, 37–55.
— (2003) “Provider-Patient Interaction Issues”. In Handbook of Health Communication, eds T. L. Thompson, A. Dorsey, R. Parrott and K. Miller. London: Routledge, 91–93.
Weger, H., G. Castlea and M. Emmetta (2010) “Active Listening in Peer Interviews: The Influence of Message Paraphrasing on Perceptions of Listening Skill”. International Journal of Listening 24(1): 34–49. http://dx.doi.org/10.1080/10904010903466311
Witkin, B. R. (1990) “Listening Theory and Research: The State of the Art”. International Journal of Listening 4(1): 7–32. http://dx.doi.org/10.1207/s1932586xijl0401_3
Witkin, B. and W. Trochim (1997) “Toward a Synthesis of Listening Constructs: A Concept Map Analysis”. International Journal of Listening 11(1): 69–87. http://dx.doi.org/10.1207/s1932586xijl1101_5
Balboni, M. J., A. Babar, J. Dillinger, A. C. Phelps, E. George, S. D. Block, L. Kachnic, J. Hunt, J. Peteet, H. G. Prigerson, T. J. VanderWeele and T. A. Balboni (2011) “‘It depends’: Viewpoints of Patients, Physicians, and Nurses on Patient-Practitioner Prayer in the Setting of Advanced Cancer”. Journal of Pain & Symptom Management 41(5): 836–47. http://dx.doi.org/10.1016/j.jpainsymman.2010.07.008
Beder, J. (2006) Hospital Social Work: The Interface of Medicine and Caring. Abingdon: Routledge.
Bodie, G., C. Gearhart, J. Denham and A. Vickery (2013) “The Temporal Stability and Situational Contingency of Active-Empathic Listening”. Western Journal of Communication 77(2): 113–38. http://dx.doi.org/10.1080/10570314.2012.656216
Bodie, G. D., D. Worthington, M. Imhof and L. O. Cooper (2008) “What would a unified field of listening look like? A Proposal Linking Past Perspectives and Future Endeavors”. International Journal of Listening 22(2): 103–22. http://dx.doi.org/10.1080/10904010802174867
Bostrom, R. (1990) Listening Behavior: Measurement and Application. New York: Guilford Press.
Casiday, R., E. Kinsman, C. Fisher and C. Bambra (2008) Volunteering and Health: What Impact Does it Really Have? Report to Voluneering England. London: Volunteering England. http://www.ivr.org.uk/images/stories/news-item-attachments/volunteering_health_impact_full_report1.pdf
Cline, R. J. W. (2003) “Everyday Interpersonal Communication and Health”. In Handbook of Health Communication, eds T. L. Thompson, A. Dorsey, R. Parrott and K. Miller. Mahwah, NJ: Lawrence Erlbaum Associates, 285–313.
Coffman, S. and V. Coffman (1993) “Communication Training for Hospice Volunteers”. Omega 27: 155–63. http://dx.doi.org/10.2190/251v-5wxl-k3h6-08rj
Connolly, M., J. Perryman, Y. McKenna, J. Orford, L. Thomson, J. Shuttleworth and S. Cocksedge, (2010) “SAGE & THYME™: A Model for Training Health and Social Care Professionals in Patient-Focussed Support”. Patient Education and Counseling 79(1): 87–93. http://dx.doi.org/10.1016/j.pec.2009.06.004
Connolly, M., J. M. Thomas, J. A.Orford, N. Schofield, S. Whiteside, J. Morris and C. Heaven (2014) “The impact of the SAGE & THYME Foundation Level Workshop on Factors Influencing Communication Skills in Health Care Professionals”. Journal of Continuing Education in the Health Professions 34(1): 37–46. http://dx.doi.org/10.1002/chp.21214
Department of Health (2011) Opportunities for Volunteering. Legacy Report: 30 Years of Funding Volunteering in Health and Social Care. London: Department of Health.
Egbert, N., and R. Parrot (2003) “Empathy and Social Support for the Terminally Ill: Implications for Recruiting and Retaining Hospice and Hospital Volunteers”. Communication Studies 54(1): 18–35. http://dx.doi.org/10.1080/10510970309363262
Epstein, R. M., P. Franks, K. Fiscella, C. G. Shields, S. C. Meldrum, R. L. Kravitz and P. R. Duberstein (2005) “Measuring Patient-centered Communication in Patient–Physician Consultations: Theoretical and Practical Issues”. Social Science & Medicine 61(7): 1516-528. http://dx.doi.org/10.1016/j.socscimed.2005.02.001
Francis, R. (2012) The Mid Staffordshire NHS Foundation Trust Public Inquiry Chaired by Robert Francis QC. London: Department of Health. http://www.midstaffspublicinquiry.com/report
Gilliat-Ray, S., M. Ali and S. Pattison (2013) Understanding Muslim Chaplaincy. Farnham: Ashgate.
Hargie, O., C. Saunders and D. Dickson (1994) Social Skills in Interpersonal Communication. London: Routledge.
Janusik, L. A. (2002) “Teaching Listening: What Do We Do? What Should We Do?” International Journal of Listening 16(1): 5–39. http://dx.doi.org/10.1080/10904018.2002.10499047
Kilpatrick, S., C. Stirling and P. Orpin (2010) “Skill Development for Volunteering in Rural Communities”. Journal of Vocational Education & Training 62(2): 195-207. http://dx.doi.org/10.1080/13636820.2010.486929
Kitzinger, J. (1995) “Qualitative Research: Introducing Focus Groups”. British Medical Journal 311(7000): 299. http://dx.doi.org/10.1136/bmj.311.7000.299
Nassar-McMillan, S., and R. Lamberd (2003) “The Relationship between Volunteers’ Work Behaviors and Background and Preparation Variables”. Journal of Adult Development 10(2): 89–97. http://dx.doi.org/10.1023/A:1022487831429
Naylor, C., C. Mundle, L. Weaks and D. Buck (2013) Volunteering in Health and Care. Securing a Sustainable Future. London: The King’s Fund. http://www.kingsfund.org.uk/sites/files/kf/field/field_publication_file/volunteering-in-health-and-social-care-kingsfund-mar13.pdf
Nyden, K. P. (2003) “Unsatisfied Basic Needs of Older Patients in Emergency Care Environments – Obstacles to an Active Role in Decision Making”. Journal of Clinical Nursing 12 (2): 268–74. http://dx.doi.org/10.1046/j.1365-2702.2003.00737.x
Ong, L. M., J. C. de Haes, A. M. Hoos and F. B. Lammes (1995) “Doctor-patient Communication: A Review of the Literature”. Social Science & Medicine 40(7): 903–18. http://dx.doi.org/10.1016/0277-9536(94)00155-M
Orchard, H. (2001) “Spiritual Care in God’s Waiting Room: a Review of the Questions”. Progress in Palliative Care 9(4): 131–35.
Pepper, G. (2008) “The Physical Organization as Equivocal Message”. Journal of Applied Communication Research 36(3): 318–38. http://dx.doi.org/10.1080/00909880802104882
Piderman, K. M., D. V. Marek, S. M. Jenkins, M. E. Johnson, J. F. Buryska and P. S. Mueller (2008) “Patients’ Expectations of Hospital Chaplains”. Mayo Clinic Proceedings 83(1): 58–65. http://dx.doi.org/10.4065/83.1.58
Planalp, S., and M. Trost (2008) “Communication Issues at the End of Life: Reports from Hospice Volunteers”. Health Communication 23(3): 222–33. http://dx.doi.org/10.1080/10410230802055331
Purdy, M. (2011) “Grounding Listening: The Limitations of Theory”. International Journal of Listening 25(3): 132-38. http://dx.doi.org/10.1080/10904018.2011.537144
Ritchie, J., and J. Lewis (2003) Qualitative Research Practice: A Guide for Social Science Students and Researchers. London: Sage Publications.
Royal College of Nursing (2011) Spirituality in Nursing Care: A Pocket Guide. London: Royal College of Nursing, http://www.rcn.org.uk/__data/assets/pdf_file/0008/372995/003887.pdf
Silverman, J., S. M. Kurtz, J. Draper, J. van Dalen and F. W. Platt (2013) Skills for Communicating with Patients. 3rd Edition. Milton Keynes: Radcliffe Publishing Ltd.
Sinclair, S., and H. M. Chochinov (2012) “Communicating with Patients about Existential and Spiritual Issues: SACR-D Work”. Progress in Palliative Care 20(2): 72–78. http://dx.doi.org/10.1179/1743291X12Y.0000000015
South, J, A. Meah and P. Branney (2011) “Think Differently and Be Prepared to Demonstrate Trust”: Findings from Public Hearings, England, on Supporting Lay People in Public Health Roles”. Health Promotion International 27(2): 284–94. http://dx.doi.org/10.1093/heapro/dar022
Souza, K., and M. Dhami (2008) “A Study of Volunteers in Community?based Restorative Justice Programs”. Journal of Criminology and Criminal Justice 50(1): 31–57. http://dx.doi.org/10.3138/cjccj.50.1.31
Stewart, M. (2001) “Towards a Global Definition of Patient Centred Care: the Patient Should Be the Judge of Patient Centred Care”. British Medical Journal 322(7284): 444. http://dx.doi.org/10.1136/bmj.322.7284.444
Thompson, T. L. (1998) “The Patient/Health Professional Relationship”. In Health Communication Research: A Guide to Developments and Directions, eds L. D. Jackson and B. K. Duffy. Wesport, CT: Greenwood Press, 37–55.
— (2003) “Provider-Patient Interaction Issues”. In Handbook of Health Communication, eds T. L. Thompson, A. Dorsey, R. Parrott and K. Miller. London: Routledge, 91–93.
Weger, H., G. Castlea and M. Emmetta (2010) “Active Listening in Peer Interviews: The Influence of Message Paraphrasing on Perceptions of Listening Skill”. International Journal of Listening 24(1): 34–49. http://dx.doi.org/10.1080/10904010903466311
Witkin, B. R. (1990) “Listening Theory and Research: The State of the Art”. International Journal of Listening 4(1): 7–32. http://dx.doi.org/10.1207/s1932586xijl0401_3
Witkin, B. and W. Trochim (1997) “Toward a Synthesis of Listening Constructs: A Concept Map Analysis”. International Journal of Listening 11(1): 69–87. http://dx.doi.org/10.1207/s1932586xijl1101_5
Published
2015-10-16
Issue
Section
Research Articles
How to Cite
Manzano, A., Swift, C., Closs, S., & Briggs, M. (2015). Active Listening by Hospital Chaplaincy Volunteers: Benefits, Challenges and Good Practice. Health and Social Care Chaplaincy, 3(2), 201-221. https://doi.org/10.1558/hscc.v3i2.26065
