Chapter 16: Health Care Communication

1. Chapter 16: Health Care Communication

2. Communication Process • Sender: person who transmits message • Message: information sender conveys • Receiver: person who gets message • Feedback: evaluation to ensure message was understood • Channel: medium by which message is sent

3. Communication Process (cont’d) • Flow of communication between a medical assistant and a patient

4. Communication Modes • Verbal Communication • General recommendations • Always use a polite tone • Always use proper English • Speak respectfully • Avoid using overly technical vocabulary

5. Communication Modes (cont’d) • Verbal Communication (cont’d) • Factors • Language • Manner & tone • Verbal encouragement • Humor

6. Communication Modes (cont’d) • Verbal Communication (cont’d) • Non-language sounds • Sighs • Sobs • Laughs • Grunts

7. Communication Modes (cont’d) • Verbal Communication (cont’d) • Assertive communication • Have empathy • Describe feelings or the situation • Clarify expectations • Anticipate consequences

8. Communication Modes (cont’d) • Verbal Communication (cont’d) • Active listening • Give your full attention to the person speaking • Don’t interrupt • Pay attention to the speaker’s body language & nonverbal cues

9. Communication Modes (cont’d) • Nonverbal Communication • Eye contact • Shows interest in other person • Lends sense of truthfulness to your message • In other cultures, may have negative connotation

10. Communication Modes (cont’d) • Nonverbal Communication (cont’d) • Kinesics or body movement • Facial expressions • Gestures • Eye movement

11. Communication Modes (cont’d) • Nonverbal Communication (cont’d) • Proxemics or personal space • Larger when talking to a stranger • Becomes smaller the better you know someone • Typically larger between two men than between two women • Differs from culture to culture

12. Communication Modes (cont’d) • Nonverbal Communication (cont’d) • Touch • Can create either positive or negative feelings • Watch for nonverbal cues that show how the patient feels about being touched • Maintain proper personal space, position, & posture • Observe patient’s facial expressions & posture

13. Communication Modes (cont’d) • Written Communication • Types • Agendas for meetings • Letters • Messages • Patient charts

14. Communication Modes (cont’d) • Written Communication (cont’d) • Guidelines for writing • Be concise • Use language all parties will understand • Use proper grammar • Check spelling

15. Communication Modes (cont’d) • Written Communication (cont’d) • Organizational strategies for writing • Chronological • Problem-oriented • Comparison

16. Communication Modes (cont’d) • Written Communication (cont’d) • Medical writing: things to pay attention to • Spelling • Capitalization • Abbreviations & symbols • Numbers

17. Communication With Patients • Patient Interviews • General guidelines • Listen actively • Ask appropriate questions • Record information accurately • Protect patient’s privacy • Be organized • Avoid attending to distractions • Let patient know who will see her next & when

18. Communication With Patients (cont’d) • Patient Interviews (cont’d) • Basic interview techniques • Reflecting • Paraphrasing • Clarification • Open-ended questioning • Summarizing • Silences

19. Communication With Patients (cont’d) • Patient Interviews (cont’d) • New patient interviews • Patient’s medical & family history • Brief review of body systems • Patient’s social history • Patient’s medications

20. Communication With Patients (cont’d) • Patient Interviews (cont’d) • Established patient interviews • Review patient’s chart for health problems • Ask questions about current medical problems & changes in health • Ask about known allergies • Record patient information

21. Communication With Patients (cont’d) • Patient Education • Assess • Plan • Implement • Evaluate • Document

22. Communication With Patients (cont’d) • Example of a pictogram that might be given to patients to help them understand medication administration

23. Recording and Reporting • Record patient information completely & precisely • Record information only in secure & appropriate locations • Record any action you take concerning a patient

24. Communication Challenges • Medical terminology unfamiliar to patient • Distractions: pain, hunger, noisy environment • Language barriers • Hearing impairment • Cognitive impairment • Anger or upset • Grief

25. Telephone Manners • Answer phone promptly—by second ring, if possible • Identify yourself & your office to caller • Speak politely • Never put a caller on hold immediately after answering