K interpersonal communication
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Communication is the sending of information from one person to another and includes both verbal and nonverbal components. Effective communication in a medical office requires listening skills, speaking clearly, maintaining appropriate eye contact and body language, and considering factors such as cultural differences, medical terminology, and privacy. Proper telephone etiquette, business writing, and mail processing are also important for clear transmission of information within and outside the medical practice.
K interpersonal communication
- 1. Interpersonal Communications Brenda A. Potter, CPC
- 2. What Is Communication? Communication is sending of information from one place to another
- 3. Components of Communication Sender Receiver Message Feedback
- 4. Communication Guidelines Listen to the other person Be attentive Dont plan your response while patient is talking Speak clearly Speak loud enough for patient to hear (but not so loud that anyone else can overhear)
- 5. Communication Guidelines Pronounce words correctly Speak at an appropriate speed Watch the feeling your voice conveys Direct words to patient Clarify patients needs if necessary Dont interrupt
- 6. Special Communication Considerations in a Medical Office Remember, you are a representative of the practice! Ask an appropriate amount of questions to help patient Never, ever diagnose or give medical advice!!!!! Do not use complicated medical terms unless patient fully understands them
- 7. Nonverbal Communication Body language Sign or signal given by the body Very often given subconsciously
- 9. Positive Body Language Habits Eye contact Arm position Smile! Posture Facial expressions Comfort zone Professional appearance
- 10. Personality Styles Not everyone is alike Be aware that personality differences can lead to conflict
- 11. Communication within the Healthcare Team Respect and be tolerant of others Develop good working relationships Make physicians job easier if possible
- 12. Communicating with Your Supervisor Mutual respect is the key Be respectful of supervisors position Supervisor is responsible for office operations
- 13. Telephone Communication Telephone is indispensable in the medical office Most business is done using the phone
- 14. Proper Telephone Technique Develop a telephone personality Answering the phone in a medical office is a great responsibility
- 15. Guidelines for the Telephone Use a thoughtful and caring tone of voice Watch volume Be careful with the words you choose Use an appropriate rate of speech
- 16. Incoming Calls Consider telephone location Maintain confidentiality Keep conversations brief Dont ignore a ringing phone Answer in three rings or fewer Dont give medical advice Dont use office phone of personal business
- 17. Telephone Greeting Welcome Hello, good morning, and so on Identification of facility Identification of operator Your name Offer to help Example: Good afternoon, Parker Day Spa, This is Chris, How may I help you?
- 18. Telephone Protocol Guide for handling calls Protocol should be approved by practitioners
- 19. Telephone Protocol Find out: Reason for call (Priority #1) Name of caller Action to take (what the caller needs) Call confirmation Call close
- 20. Holding MUST ask if patient is able to hold Wait for patients response Never use Please hold Hold no longer than one minute Minimize holding if possible Two calls at same time only one should hold, talk to other call
- 21. Transferring Calls Ask if you may transfer call Announce call Do not talk too loudly Do not breach confidentiality with speaker
- 22. Automated Messages If phone traffic is very heavy, a message may play giving the patient instructions
- 23. Calls After Hours Important to give patients information when office is closed Answering machines Voice mail Answering services Information should be given to caller about what to do when office is closed
- 24. Telephone Screening Obtain information to determine how to handle a call Reduce the number of calls to the physician; some calls can be handled elsewhere Practitioners need information, such as chart, before handling call
- 25. Identifying Emergencies over the Phone Be alert to common symptoms Do not diagnose a patient When in doubt, check it out!!! (Refer call to nurse or MD)
- 26. Physician out of Office Use Dr. Sanchez is out of the office Dont mention physician is on vacation unless he/she approves
- 27. Complaint Calls Acknowledge problem Ask what you can do to help Dont pass the buck Keep your cool Dont make excuses Do what you can to prevent future problems
- 28. Taking Messages May be written or electronic Message may become part of patients medical record
- 29. Vital Components of a Message Date and time of call Callers name Patients name Chart number Provider name (or person called) Operator Message narrative Telephone number
- 30. Communications Equipment Telephones Switchboard Pager Cell phone Headsets Facsimile
- 31. Telephone Services Caller ID Three-way calling Call forwarding Conference call
- 32. Outgoing Calls Be mindful of long-distance charges
- 33. Directories Printed telephone directory Contains much community information Web directory May save money compared with directory services Personal directory Keeps frequently called numbers
- 34. Leaving Messages for Patients Exercise caution Do not leave confidential information Office may ask patient to sign a telephone release
- 35. Written Communication Reference materials are a must Medical and English dictionaries Medical word books Pharmaceutical reference Style reference
- 36. Business Letters Letterhead usually used Copies of letters placed in patients chart
- 37. Components of a Letter Date October 15, 2008 Inside address Ms. Lydia Marten 607 Sweet Avenue Harvester, MN 55555 Salutation Dear Ms. Marten: Body of letter Includes subject line containing patients name and medical record number
- 38. Closing Sincerely or Cordially Sender or authors name Reference initials File name notation Enclosure notation TM/bp Copy notation
- 41. Modified Block-style Letter with Indented Paragraphs
- 42. Envelopes #10 business envelopes used for business correspondence U.S. Postal Service guidelines for addressing envelopes All caps, no punctuation Black ink on white or light-colored envelopes Easy-to-read font Left justify address One space between city and state, two spaces between state and ZIP
- 43. Address Format for Envelope
- 44. Inserting a Letter in an Envelope
- 45. Letter Portfolio Keep samples for examples Remove confidential information from samples
- 46. Memos For internal office communication
- 47. Components of a Memo Heading To From Date Subject Body Signature on bottom or next to from heading Reference
- 48. E-mail E-mail is a quick way to communicate It is not for confidential information
- 49. E-mail Etiquette Never type messages in capital letters Acceptable to use lowercase for casual conversation Be brief Emoticons can convey feeling Avoid sensitive or serious subjects
- 50. U.S. Postal Delivery Services City delivery Mail delivered directly to office Post office delivery Mail delivered to box located in a postal station
- 51. Processing Incoming Mail Open every piece of mail unless marked confidential Confidential mail opened only by intended recipient Mail stamped with date received Envelope stapled to letter Patients medical record number written on correspondence Correspondence given to physician along with patients medical record Correspondence initialed and dated by physician to indicate it was reviewed
- 52. Processing Outgoing Mail First Class Letters, postcards Express Mail Overnight delivery, costly Priority Mail Fast service for packages up to 70 lbs. Certified with return receipt Provides proof of delivery
- 53. Processing Outgoing Mail Postage machine Saves time by weighing and stamping at office Presort mail Discounts for large amounts of mail to specific ZIP codes Private courier services Alternatives for packages or overnight delivery