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Interpersonal Communications         Brenda A. Potter, CPC
What Is Communication? Communication is sending of information from one place to another
Components of Communication Sender Receiver Message Feedback
Communication Guidelines Listen to the other person Be attentive Don’t plan your response while patient is talking Spe...
Communication Guidelines Pronounce words correctly Speak at an appropriate speed Watch the feeling your voice conveys ...
Special Communication Considerations ina Medical Office Remember, you are a representative of the  practice! Ask an appr...
Nonverbal Communication Body language Sign or signal given by the body Very often given subconsciously
Nonverbal Communication
Positive Body Language Habits Eye contact Arm position Smile! Posture Facial expressions Comfort zone Professional ...
Personality Styles Not everyone is alike Be aware that personality differences can lead to conflict
Communication within the HealthcareTeam Respect and be tolerant of others Develop good working relationships Make physi...
Communicating with Your Supervisor Mutual respect is the key Be respectful of supervisor’s position Supervisor is respo...
Telephone Communication Telephone is indispensable in the medical office Most business is done using the phone
Proper Telephone Technique Develop a telephone personality Answering the phone in a medical office is a great responsibi...
Guidelines for the Telephone Use a thoughtful and caring tone of voice Watch volume Be careful with the words you choos...
Incoming Calls Consider telephone location Maintain confidentiality Keep conversations brief Don’t ignore a ringing ph...
Telephone Greeting Welcome   Hello, good morning, and so on Identification of facility Identification of operator   Y...
Telephone Protocol Guide for handling calls Protocol should be approved by practitioners
Telephone Protocol Find out:   Reason for call (Priority #1)   Name of caller   Action to take (what the caller needs)...
Holding MUST ask if patient is able to hold Wait for patient’s response Never use “Please hold” Hold no longer than on...
Transferring Calls Ask if you may transfer call Announce call Do not talk too loudly Do not breach confidentiality wit...
Automated Messages If phone traffic is very heavy, a message may play giving the patient instructions
Calls After Hours Important to give patients information when office is closed   Answering machines   Voice mail   Ans...
Telephone Screening Obtain information to determine how to handle a  call Reduce the number of calls to the physician;  ...
Identifying Emergencies over the Phone Be alert to common symptoms Do not diagnose a patient When in doubt, check it ou...
Physician out of Office Use “Dr. Sanchez is out of the office” Don’t mention physician is on vacation unless he/she appr...
Complaint Calls Acknowledge problem Ask what you can do to help Don’t “pass the buck” Keep your cool Don’t make excus...
Taking Messages May be written or electronic Message may become part of patient’s medical record
Vital Components of a Message Date and time of call Caller’s name Patient’s name Chart number Provider name (or perso...
Communications Equipment Telephones Switchboard Pager Cell phone Headsets Facsimile
Telephone Services Caller ID Three-way calling Call forwarding Conference call
Outgoing Calls Be mindful of long-distance charges
Directories Printed telephone directory   Contains much community information Web directory   May save money compared ...
Leaving Messages for Patients Exercise caution Do not leave confidential information Office may ask patient to sign a t...
Written Communication Reference materials are a must   Medical and English dictionaries   Medical word books   Pharmac...
Business Letters Letterhead usually used Copies of letters placed in patient’s chart
Components of a Letter Date – October 15, 2008 Inside address    Ms. Lydia Marten    607 Sweet Avenue    Harvester, MN 5...
 Closing – Sincerely or Cordially Sender or author’s name Reference initials File name notation Enclosure notation – ...
Block-style Letter
Modified Block-style Letter
Modified Block-style Letter with IndentedParagraphs
Envelopes #10 business envelopes used for business  correspondence U.S. Postal Service guidelines for addressing  envelo...
Address Format for Envelope
Inserting a Letter in an Envelope
Letter Portfolio Keep samples for examples Remove confidential information from samples
Memos For internal office communication
Components of a Memo Heading   To   From   Date   Subject Body Signature on bottom or next to “from” heading Refer...
E-mail E-mail is a quick way to communicate It is not for confidential information
E-mail Etiquette Never type messages in capital letters Acceptable to use lowercase for casual  conversation Be brief ...
U.S. Postal Delivery Services City delivery – Mail delivered directly to office Post office delivery – Mail delivered to...
Processing Incoming Mail Open every piece of mail unless marked confidential Confidential mail opened only by intended r...
Processing Outgoing Mail First Class   Letters, postcards Express Mail   Overnight delivery, costly Priority Mail   ...
Processing Outgoing Mail Postage machine   Saves time by weighing and stamping at office Presort mail   Discounts for ...
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K interpersonal communication

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Transcript of "K interpersonal communication"

  1. 1. Interpersonal Communications Brenda A. Potter, CPC
  2. 2. What Is Communication? Communication is sending of information from one place to another
  3. 3. Components of Communication Sender Receiver Message Feedback
  4. 4. Communication Guidelines Listen to the other person Be attentive Don’t 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. 5. Communication Guidelines Pronounce words correctly Speak at an appropriate speed Watch the feeling your voice conveys Direct words to patient Clarify patient’s needs if necessary Don’t interrupt
  6. 6. Special Communication Considerations ina 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. 7. Nonverbal Communication Body language Sign or signal given by the body Very often given subconsciously
  8. 8. Nonverbal Communication
  9. 9. Positive Body Language Habits Eye contact Arm position Smile! Posture Facial expressions Comfort zone Professional appearance
  10. 10. Personality Styles Not everyone is alike Be aware that personality differences can lead to conflict
  11. 11. Communication within the HealthcareTeam Respect and be tolerant of others Develop good working relationships Make physician’s job easier if possible
  12. 12. Communicating with Your Supervisor Mutual respect is the key Be respectful of supervisor’s position Supervisor is responsible for office operations
  13. 13. Telephone Communication Telephone is indispensable in the medical office Most business is done using the phone
  14. 14. Proper Telephone Technique Develop a telephone personality Answering the phone in a medical office is a great responsibility
  15. 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. 16. Incoming Calls Consider telephone location Maintain confidentiality Keep conversations brief Don’t ignore a ringing phone Answer in three rings or fewer Don’t give medical advice Don’t use office phone of personal business
  17. 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. 18. Telephone Protocol Guide for handling calls Protocol should be approved by practitioners
  19. 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. 20. Holding MUST ask if patient is able to hold Wait for patient’s 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. 21. Transferring Calls Ask if you may transfer call Announce call Do not talk too loudly Do not breach confidentiality with speaker
  22. 22. Automated Messages If phone traffic is very heavy, a message may play giving the patient instructions
  23. 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. 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. 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. 26. Physician out of Office Use “Dr. Sanchez is out of the office” Don’t mention physician is on vacation unless he/she approves
  27. 27. Complaint Calls Acknowledge problem Ask what you can do to help Don’t “pass the buck” Keep your cool Don’t make excuses Do what you can to prevent future problems
  28. 28. Taking Messages May be written or electronic Message may become part of patient’s medical record
  29. 29. Vital Components of a Message Date and time of call Caller’s name Patient’s name Chart number Provider name (or person called) Operator Message narrative Telephone number
  30. 30. Communications Equipment Telephones Switchboard Pager Cell phone Headsets Facsimile
  31. 31. Telephone Services Caller ID Three-way calling Call forwarding Conference call
  32. 32. Outgoing Calls Be mindful of long-distance charges
  33. 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. 34. Leaving Messages for Patients Exercise caution Do not leave confidential information Office may ask patient to sign a telephone release
  35. 35. Written Communication Reference materials are a must  Medical and English dictionaries  Medical word books  Pharmaceutical reference  Style reference
  36. 36. Business Letters Letterhead usually used Copies of letters placed in patient’s chart
  37. 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 patient’s name and medical record number
  38. 38.  Closing – Sincerely or Cordially Sender or author’s name Reference initials File name notation Enclosure notation – TM/bp Copy notation
  39. 39. Block-style Letter
  40. 40. Modified Block-style Letter
  41. 41. Modified Block-style Letter with IndentedParagraphs
  42. 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. 43. Address Format for Envelope
  44. 44. Inserting a Letter in an Envelope
  45. 45. Letter Portfolio Keep samples for examples Remove confidential information from samples
  46. 46. Memos For internal office communication
  47. 47. Components of a Memo Heading  To  From  Date  Subject Body Signature on bottom or next to “from” heading Reference
  48. 48. E-mail E-mail is a quick way to communicate It is not for confidential information
  49. 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. 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. 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 Patient’s medical record number written on correspondence Correspondence given to physician along with patient’s medical record Correspondence initialed and dated by physician to indicate it was reviewed
  52. 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. 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
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