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K interpersonal communication
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 Listento 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 Pronouncewords 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 Considerationsin 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 Bodylanguage Sign or signal given by the body Very often given subconsciously
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- 9. Positive Body LanguageHabits Eye contact Arm position Smile! Posture Facial expressions Comfort zone Professional appearance
- 10. Personality Styles Noteveryone is alike Be aware that personality differences can lead to conflict
- 11. Communication within theHealthcare Team Respect and be tolerant of others Develop good working relationships Make physician’s job easier if possible
- 12. Communicating with YourSupervisor Mutual respect is the key Be respectful of supervisor’s position Supervisor is responsible for office operations
- 13. Telephone Communication Telephoneis 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 theTelephone 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 Considertelephone 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?
- 18. Telephone Protocol Guidefor handling calls Protocol should be approved by practitioners
- 19. Telephone Protocol Findout: Reason for call (Priority #1) Name of caller Action to take (what the caller needs) Call confirmation Call close
- 20. Holding MUST askif 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 Askif you may transfer call Announce call Do not talk too loudly Do not breach confidentiality with speaker
- 22. Automated Messages Ifphone 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 Obtaininformation 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 overthe 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 ofOffice Use “Dr. Sanchez is out of the office” Don’t mention physician is on vacation unless he/she approves
- 27. Complaint Calls Acknowledgeproblem 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 Maybe written or electronic Message may become part of patient’s medical record
- 29. Vital Components ofa 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. Communications Equipment Telephones Switchboard Pager Cell phone Headsets Facsimile
- 31. Telephone Services CallerID Three-way calling Call forwarding Conference call
- 32. Outgoing Calls Bemindful of long-distance charges
- 33. Directories Printed telephonedirectory Contains much community information Web directory May save money compared with directory services Personal directory Keeps frequently called numbers
- 34. Leaving Messages forPatients Exercise caution Do not leave confidential information Office may ask patient to sign a telephone release
- 35. Written Communication Referencematerials are a must Medical and English dictionaries Medical word books Pharmaceutical reference Style reference
- 36. Business Letters Letterheadusually used Copies of letters placed in patient’s chart
- 37. Components of aLetter 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
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- 41. Modified Block-style Letterwith Indented Paragraphs
- 42. Envelopes #10 businessenvelopes 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 forEnvelope
- 44. Inserting a Letterin an Envelope
- 45. Letter Portfolio Keepsamples for examples Remove confidential information from samples
- 46. Memos For internaloffice communication
- 47. Components of aMemo Heading To From Date Subject Body Signature on bottom or next to “from” heading Reference
- 48. E-mail E-mail isa quick way to communicate It is not for confidential information
- 49. E-mail Etiquette Nevertype 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 DeliveryServices 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