Improving Communication Codes to

Advance Customer Service

NURSE PULSE POWER HOUR APRIL 2014

PRACTICE DEVELOPMENTNATALIE BRYANT, DIRECTOR

PURPOSE OF SERVICECreate Mutually Beneficial

RelationshipsMoment of Truth – Any encounter a customer/patient/co-worker has

with you, YOU can make or break the relationship.

WE can make a difference!

PRESS GANEY ASSESSMENT CATEGORIES

Moving through Clinic Informed of delays Wait Time

Nurse/Assistant Friendly and Courteous Showed Concern Communicates Name

PRESS GANEY ASSESSMENT CATEGORIES

Personal Issues How well staff protects safety•Hand washing, wearing gloves

Sensitivity to Needs Concern for patient’s privacy Cleanliness of practice

PRESS GANEY ASSESSMENT CATEGORIES

Overall Assessment Staff worked together Likelihood of recommending clinic

Degree to which patient was informed of survey

CLINICIAN AND GROUP CONSUMER ASSESSMENTS OF HEALTH CARE PROVIDERS

AND SYSTEMS SURVEY - CGCAHPS

Access to Care Get answer same day/as needed

See Provider within 15 minutes

CGCAHPSProvider (maybe nurse could make a

difference) Explain things in a way the patient could understand

Listens carefully to patient Discuss health questions/concerns Knew important medical history Show respect Spend enough time with patient Follow up with lab results

EFFECTIVE COMMUNICATION

Communication is the process of transferring thoughts, ideas, and

feelings from one person to another in

commonly understandable ways.

COMMUNICATION FACTSCommunication is unavoidable.Communication is irreversible.The only way you can be sure your message has been received is through feedback.

The most important message is the message that’s received.

First Impression is made in first 7 seconds!

CODES: VERBAL – LANGUAGE

VOCAL – HOW YOU SAY THE WORDS

NONVERBAL – NOT SPOKEN, NOT SOUNDED, NOT WRITTEN

STRENGTH OF CODES

MEHRABIAN REPORTProfessor Emeritus, UCLAAlbert Mehrabian – 1960’s

7, 38, 55 Rule 7% Verbal38% Vocal55% Nonverbal

IMPROVING VERBAL USAGECommunicates an idea

Triangle of Meaning

CommunicatorSender/Receiver

Symbol Referent

IMPROVING VERBAL USAGE Simple Words – easy to follow Do not be too vague; Give enough

details Avoid medical Jargon/Slang without

explaining the terminologyPatient should be able to paraphrase

Avoid referring to a patient as a “condition”

Remember, patients can hear comments from inside the exam roomAvoid misunderstandings

IMPROVING VERBAL USAGETell patient WHAT you are doing

before acting Eliminates the surprise/shock factor Self Pay patients should be

informed of procedure cost BEFORE administering. Gain their permission.

Avoid Filler Statements ums/uhs/stuff/things/you know/like Makes you appear unorganized,

confused, uninformed, unintelligent

IMPROVING VOCAL USAGE Poor Articulation/Pronunciation

Hard to understand - mumbling – lazy speakers

Too Fast Monotone quality

Sounds apathetic/wrote memorization going through the motions

Variety + Sounds interested, happy, empathetic & sincere pitch, rate, volume, range, rhythm

Fluent – sounds intelligent/knowledgeable

MIRROR THE PATIENT

DO NOT MIRROR THESE PATIENTS

IMPROVING NONVERBAL USAGE

Face & Eyes #1 Communicating Tool Expressions – empathy

Smile or Concern Incredibly FriendlySincere

Direct Eye Contact – RESPECT

IMPROVING NONVERBAL USAGE

Body & Appearance Well groomed & clean Professional uniform Positive Posture No distracting body art or piercings

Stay on task Cell phone put away – only use during breaks/lunch

Patient ALWAYS first

IMPROVING NONVERBAL USAGE

What impacts personal bubbles???Proxemics – personal distance

Professional distance 4 feet to 12 feet

When closer, depending on task, may need a witness in room

Tactilics – touching behaviorsTell what you are doing – ask permission

Read their nonverbal cues

IMPROVING NONVERBAL USAGEChronemics-study of time usage

Perception that we Value time of others

Communicate with PSS on time More impressive if YOU inform patient in waiting room of status

Be observant of patients willingness to wait

Keep patient informed of wait; do not leave them for long periods of time in the waiting room without face to face contact

Practice for

Competenceand

Confidence

SCRIPTING - GREETING

Good Morning/Afternoon Welcome to TTP My name is ______________ (tell them where you are going…)

Do not walk off and leave them behind

Engage conversation as walking

SCRIPTING – HANDBOOKFYI in case someone asks…. “Our Patient Handbook is posted on

our website and it gives you important information about our clinic and your Rights and Responsibilities. This card shows you how to access the handbook on our website. If you do not have access to the internet, you may pick up a handbook at the Information Desk located at the main entrance of the Health Sciences Center or the Medical Pavilion.”

PSS SCRIPTING - SURVEY “Mr/Ms _______you may be chosen at

random to receive a survey in the mail regarding your overall experience during today’s visit and we would really appreciate it if you would complete the survey and return it. Our goal is to be one of the best facilities in the country so in order to do that we must receive the highest scores on everything! If you do not think we gave you the best service you could possibly receive, please let us know today what we can do to earn those top marks.”

NURSE SCRIPTING - SURVEY

“Mr/Ms _______our goal is to be one of the best facilities in the country so in order to do that we must receive the highest scores on everything! If you do not think we gave you the best service you could possibly receive, please let me know today what I can do to earn those top marks.”

SCRIPTING – SEEKING FEEDBACK

“Our Patient Services Department is seeking feedback from patients like YOU on how we can better serve YOU.

If you have time today, drop by their office in the Medical Pavilion near the Information Desk or just give them a call.”

Office 1010A 743 – 2669

BE ALL THAT YOU CAN BE!