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. 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. 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
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 physician’s job easier if possible
12. Communicating with Your Supervisor
Mutual respect is the key
Be respectful of supervisor’s position
Supervisor is responsible for office operations
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
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. 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?
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 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. 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”
Don’t mention physician is on vacation unless
he/she approves
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. Taking Messages
May be written or electronic
Message may become part of patient’s medical
record
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
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
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. Closing – Sincerely or Cordially
Sender or author’s name
Reference initials
File name notation
Enclosure notation – TM/bp
Copy notation
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
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
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. 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
