patient communication 101. pre question #1 ____ % of words in a message are conveyed through verbal...
TRANSCRIPT
Patient Patient Communication 101Communication 101
Pre Question #1Pre Question #1
____ % of words in a message ____ % of words in a message are conveyed through verbal are conveyed through verbal
communication? communication?
1.1. 38%38%
2.2. 7%7%
3.3. 55%55%
4.4. None of the aboveNone of the above
Pre Question #2Pre Question #2
Communication is a one-way Communication is a one-way street?street?
1.1. TrueTrue
2.2. FalseFalse
Pre Question #3Pre Question #3
The most common forms of The most common forms of communication are:communication are:
1.1. verbal, written and through body verbal, written and through body languagelanguage
2.2. verbal and writtenverbal and written
3.3. verbal, written, visual and non-verbal, written, visual and non-verbalverbal
4.4. verbal, non-verbal and visualverbal, non-verbal and visual
Pre Question #4Pre Question #4
The telephone is the window into The telephone is the window into the practice and the doorway the practice and the doorway
for your patients?for your patients?
1.1. TrueTrue
2.2. FalseFalse
Pre Question #5Pre Question #5
___% conveys the message ___% conveys the message received through tone of received through tone of
voice?voice?
1.1. 55%55%
2.2. 15%15%
3.3. 18%18%
4.4. 38%38%
Pre Question #6Pre Question #6
Body language is perceivedBody language is perceived
through which of the following?through which of the following?
1.1. gestures, facial expressions gestures, facial expressions and physical appearanceand physical appearance
2.2. talking, reading, gestures, talking, reading, gestures, postureposture
3.3. posture and singing posture and singing
4.4. sitting and readingsitting and reading
What is What is Communication?Communication?
Communication: The imparting Communication: The imparting or interchange of thoughts, or interchange of thoughts, opinions, or information by opinions, or information by speech, writing, or signs.speech, writing, or signs.
Communication is a two-way Communication is a two-way street involving a sender and a street involving a sender and a receiver. receiver.
The Most Common Forms of The Most Common Forms of CommunicationCommunication
VerbalVerbal
Non-VerbalNon-Verbal
WrittenWritten
VisualVisual
Verbal Verbal CommunicationCommunication
Verbal conversation can be over the Verbal conversation can be over the phone, in person or a video phone, in person or a video conference.conference.
Only 7% of communication is Only 7% of communication is conveyed through words.conveyed through words.
38% of communication is received 38% of communication is received through tone of voice.through tone of voice.
Non-verbal Non-verbal CommunicationCommunication
55% of communication is non-55% of communication is non-verbal through body languageverbal through body language
Perceived through: Perceived through: GesturesGestures Facial expressionsFacial expressions Physical appearancePhysical appearance
Written CommunicationWritten Communication
LettersLetters E-mailE-mail TextText
The tone is interpreted by the reader, The tone is interpreted by the reader, so make sure your word choice is so make sure your word choice is clear and concise. clear and concise.
Visual CommunicationVisual Communication
The use of visual aids help to The use of visual aids help to organize information for the patient.organize information for the patient.
The use of visual aids:The use of visual aids: ChartsCharts GraphsGraphs TablesTables SpreadsheetsSpreadsheets
Basic Basic Fundamentals of Fundamentals of Telephone SkillsTelephone Skills
ListeningListening
SpeakingSpeaking
Remember – communication is Remember – communication is a two-way street; a sender of a two-way street; a sender of information and the receiver of information and the receiver of that information sent.that information sent.
ListeningListening
The telephone is the window The telephone is the window into the practice and the into the practice and the doorway for your patient’s. doorway for your patient’s.
This is the patient’s first This is the patient’s first impression of your practice. impression of your practice.
Try to put yourself in the patient’s Try to put yourself in the patient’s position. position.
SpeakingSpeaking
Voice tone and words are the Voice tone and words are the obvious tools we use in our obvious tools we use in our telephone conversations telephone conversations however, however, smilingsmiling can make all can make all the difference in the world to the the difference in the world to the listener on the other end. listener on the other end.
A A smilesmile can carry 55% of the can carry 55% of the message.message.
Inbound CallsInbound Calls
The call should be answered The call should be answered professionally, courteously and professionally, courteously and welcoming.welcoming.
Manners make a difference! Manners make a difference! Quickly assess the reason for Quickly assess the reason for
the call.the call. Transfer to appropriate Transfer to appropriate
personnel.personnel.
Outbound CallsOutbound Calls
Know who you are speaking to on Know who you are speaking to on the phone.the phone.
Listen – really hear what they are Listen – really hear what they are saying and acknowledge it.saying and acknowledge it.
Ask questions to clarify their Ask questions to clarify their concerns.concerns.
Always follow through – under Always follow through – under promise and over deliver. promise and over deliver.
The Patient The Patient ExperienceExperience
Patient makes Appointment
Check-In Process Patient Intake
Visit with the Physician
Check-Out Process
Making the Making the AppointmentAppointment GreetingGreeting Accurately getting chief Accurately getting chief
complaint and symptoms.complaint and symptoms. Agree on date and time.Agree on date and time. Confirm the appointment.Confirm the appointment.
Check-in ProcessCheck-in Process
Acknowledge the patient both Acknowledge the patient both verbally and non-verbally.verbally and non-verbally.
Confirm/Update insurance and Confirm/Update insurance and patient demographics.patient demographics.
Communicate with the patient: if Communicate with the patient: if the provider is behind, inform the provider is behind, inform the patient and offer them a the patient and offer them a magazine, coffee or both. magazine, coffee or both.
Patient Patient IntakeIntake
Update medication list.Update medication list. Update medical history.Update medical history. Confirm chief complaint.Confirm chief complaint.
Document pertinent information Document pertinent information which needs to be relayed to the which needs to be relayed to the provider.provider.
VitalsVitals Reassure the patient that they Reassure the patient that they
are in good hands.are in good hands.
Visit with the ProviderVisit with the Provider
Medical Assistant’s should:Medical Assistant’s should: Provide necessary paperwork to the provider.Provide necessary paperwork to the provider.
Lab results (from another provider)Lab results (from another provider) Documentation (ER release forms, specialist visit Documentation (ER release forms, specialist visit
notes, etc.)notes, etc.)
Keep an open line of communication with the Keep an open line of communication with the provider. provider.
Confirm verbal orders for procedures, labs, tests, Confirm verbal orders for procedures, labs, tests, etc.etc.
Inform provider when procedures/tests are Inform provider when procedures/tests are complete.complete.
Follow up with the provider prior to patient Follow up with the provider prior to patient check-out.check-out.
Check-Out Check-Out ProcessProcess
Greet the patient in a friendly mannerGreet the patient in a friendly manner Confirm that the patient has all Confirm that the patient has all
necessary paperwork prior to leaving. necessary paperwork prior to leaving. Schedule a follow-up appointment (if Schedule a follow-up appointment (if
necessary).necessary). Ensure patient prescriptions have Ensure patient prescriptions have
been filled.been filled. Conclude the visitConclude the visit
Pre Question #1Pre Question #1
____ % of words in a message ____ % of words in a message is conveyed through verbal is conveyed through verbal
communication? communication?
1.1. 38%38%
2.2. 7%7%
3.3. 55%55%
4.4. None of the aboveNone of the above
Pre Question #2Pre Question #2
Communication is a one-way Communication is a one-way street?street?
1.1. TrueTrue
2.2. FalseFalse
Pre Question #3Pre Question #3
The most common forms of The most common forms of communication are:communication are:
1.1. verbal, written and through verbal, written and through body languagebody language
2.2. verbal and writtenverbal and written
3.3. verbal, written, visual and non-verbal, written, visual and non-verbalverbal
4.4. verbal, non-verbal and visualverbal, non-verbal and visual
Pre Question #4Pre Question #4
The telephone is the window The telephone is the window into the practice and the into the practice and the
doorway for your patients?doorway for your patients?
1.1. TrueTrue
2.2. FalseFalse
Pre Question #5Pre Question #5
___% conveys the message ___% conveys the message received through tone of received through tone of
voice?voice?
1.1. 55%55%
2.2. 15%15%
3.3. 18%18%
4.4. 38%38%
Pre Question #6Pre Question #6
Body language is perceivedBody language is perceived
through which of the following?through which of the following?
1.1. gestures, facial expressions gestures, facial expressions and physical appearanceand physical appearance
2.2. talking, reading, gestures, talking, reading, gestures, postureposture
3.3. posture and singing posture and singing
4.4. sitting and readingsitting and reading
CONTACT INFORMATIONCONTACT INFORMATION
Sara M. Coleman, CISRSara M. Coleman, CISR
Office ManagerOffice Manager
Bee Caves Family PracticeBee Caves Family Practice
1008 RR 620 South, Suite 2001008 RR 620 South, Suite 200
Lakeway, TX 78734Lakeway, TX 78734
P: 512-263-9072 ext. 208P: 512-263-9072 ext. 208
[email protected]@beecavesfamilypractice.comm