K interpersonal communication

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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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