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Communication Skills - PowerPoint PPT Presentation

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Communication Skills. Health Informatics. Elements of Communication. Clear message Sender Receiver Sender and receiver must have same interpretation of message. Communication in the healthcare setting. Patients/clients Families of patients Healthcare team Vendors Outside resources.

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communication skills

Communication Skills

Health Informatics

elements of communication
Elements of Communication
  • Clear message
  • Sender
  • Receiver
  • Sender and receiver must have same interpretation of message
communication in the healthcare setting
Communication in the healthcare setting
  • Patients/clients
  • Families of patients
  • Healthcare team
  • Vendors
  • Outside resources
communicating with staff members
Communicating with staff members
  • Chain of command (organizational chart)
  • Shift report
  • Written assignments
  • Patient’s medical record and care plan
  • Messages
  • Memos
  • Policy and procedure manuals
telephone etiquette
Telephone etiquette
  • Answer promptly
  • Speak clearly, slowly, calmly
  • No eating or drinking
  • Use professional language
  • Identify self by name, title, location
  • Address caller using courtesy title
  • Listen carefully to: name of caller, date/time, message, instructions for returning call
  • Repeat message back for clarification after you have written it down
  • Ask permission before putting on hold
  • Transfer promptly; must know how to work system
telephone etiquette cont
Telephone etiquette cont.
  • Retain professional manner even if caller is upset; refer to appropriate source
  • avoid distraction by others around you
  • Be aware of those around you; maintain confidentiality
  • If you must leave a message for voice mail, make it brief and to the point; maintain confidentiality
guidelines for responding to complaints
Guidelines for responding to complaints
  • Keep voice calm, soothing, and low pitched
  • Avoid responding to angry outbursts in kind; don’t take words personally
  • Allow the caller to speak with minimal interruption
  • Listen to caller then paraphrase and re-state back
  • Reassure caller that you understand
  • Offer to assist or refer to appropriate resource
  • Ask caller to repeat back any instructions you have given
  • Finalize and follow through on actions
  • Document and report call per facility policy
patient call signal
Patient call signal
  • Answer promptly
  • Identify self
  • Speak clearly, slowly, calmly
  • Convey requests to appropriate team member quickly
  • Answer emergency calls in person
intercom system
Intercom system
  • Follow facility policies re: type of information to be relayed
  • Be mindful of confidentiality
  • Speak clearly, calmly
  • One way or two way systems
  • Options include:
  • Voice alerts: can be heard by everyone near pager; maintain confidentiality
  • Beep alerts: instructed to call designated #
  • Alphanumeric:displays message & callback #
  • Numeric: displays callback # only
  • **text messaging is becoming an alternative
  • Copies a document in pdf file
  • pdf readers readily available for free download
  • Documents may be saved to CPU or external hard drives or other external storage devices
  • pdf documents may be sent via e-mail
  • Must maintain confidentiality and follow HIPAA guidelines when sending via e-mail
e mail
  • Electronic messages that can be sent, forwarded, received and/or stored
  • can be sent/read at user’s convenience
  • Use proper grammar and language
  • Message should be brief and concise
  • Use meaningful subject lines
  • Follow HIPAA regulations re: patient confidentiality; consider encrypted mail for patient information
  • Avoid writing anything you would not say publicly
  • Don’t use all caps “SHOUTING”
  • Signature should include name, title, contact information
fax machine
Fax machine
  • Transmit documents over telephone line
  • Must have patient’s written permission to transmit medical information
  • Consider using mail or carrier service if transmission is not urgent
  • Systems must be secure
  • Use cover sheet stating confidentiality requirement
  • Double-check fax number before sending
  • Call fax recipient to ensure document delivery
  • Scanners and pdf documents are gaining popularity
hipaa guidelines in communication
HIPAA guidelines in communication
  • Follow patient requests for confidential communication (may need to use a different phone number)
  • Private health information should only be given to the patient or his/her designated representative
  • Ensure patient identity before releasing private health information (ask for SS#, phone #, or code)
management of power outage
Management of power outage
  • Must have battery or generator backup to prevent loss of data
  • Use professional grade surge protectors
  • Use grounding mats at all computer stations to prevent damage from static electricity
  • Follow facility policies
  • Be familiar with operations of all telecommunication equipment
  • Follow facility policy on use of equipment
  • Maintain confidentiality following HIPAA guidelines
  • Be familiar with backup resources for power outages