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Patient Communication 101. Pre Question #1 ____ % of words in a message are conveyed through verbal communication? 1. 38% 2. 7% 3. 55% 4. None of the.

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Presentation on theme: "Patient Communication 101. Pre Question #1 ____ % of words in a message are conveyed through verbal communication? 1. 38% 2. 7% 3. 55% 4. None of the."— Presentation transcript:

1 Patient Communication 101

2 Pre Question #1 ____ % of words in a message are conveyed through verbal communication? 1. 38% 2. 7% 3. 55% 4. None of the above

3 Pre Question #2 Communication is a one-way street? 1. True 2. False

4 Pre Question #3 The most common forms of communication are: 1. verbal, written and through body language 2. verbal and written 3. verbal, written, visual and non- verbal 4. verbal, non-verbal and visual

5 Pre Question #4 The telephone is the window into the practice and the doorway for your patients? 1. True 2. False

6 Pre Question #5 ___% conveys the message received through tone of voice? 1. 55% 2. 15% 3. 18% 4. 38%

7 Pre Question #6 Body language is perceived through which of the following? 1. gestures, facial expressions and physical appearance 2. talking, reading, gestures, posture 3. posture and singing 4. sitting and reading

8 What is Communication? Communication: The imparting or interchange of thoughts, opinions, or information by speech, writing, or signs. Communication: The imparting or interchange of thoughts, opinions, or information by speech, writing, or signs. Communication is a two-way street involving a sender and a receiver. Communication is a two-way street involving a sender and a receiver.

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10 The Most Common Forms of Communication Verbal Verbal Non-Verbal Non-Verbal Written Written Visual Visual

11 Verbal Communication Verbal conversation can be over the phone, in person or a video conference. Verbal conversation can be over the phone, in person or a video conference. Only 7% of communication is conveyed through words. Only 7% of communication is conveyed through words. 38% of communication is received through tone of voice. 38% of communication is received through tone of voice.

12 Non-verbal Communication 55% of communication is non- verbal through body language 55% of communication is non- verbal through body language Perceived through: Perceived through: Gestures Gestures Facial expressions Facial expressions Physical appearance Physical appearance

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14 Written Communication Letters Letters Text Text The tone is interpreted by the reader, so make sure your word choice is clear and concise. The tone is interpreted by the reader, so make sure your word choice is clear and concise.

15 Visual Communication The use of visual aids help to organize information for the patient. The use of visual aids help to organize information for the patient. The use of visual aids: The use of visual aids: Charts Charts Graphs Graphs Tables Tables Spreadsheets Spreadsheets

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17 Basic Fundamentals of Telephone Skills Listening Listening Speaking Speaking Remember – communication is a two-way street; a sender of information and the receiver of that information sent. Remember – communication is a two-way street; a sender of information and the receiver of that information sent.

18 Listening The telephone is the window into the practice and the doorway for your patient’s. The telephone is the window into the practice and the doorway for your patient’s. This is the patient’s first impression of your practice. This is the patient’s first impression of your practice. Try to put yourself in the patient’s position. Try to put yourself in the patient’s position.

19 Speaking Voice tone and words are the obvious tools we use in our telephone conversations however, smiling can make all the difference in the world to the listener on the other end. Voice tone and words are the obvious tools we use in our telephone conversations however, smiling can make all the difference in the world to the listener on the other end. A smile can carry 55% of the message. A smile can carry 55% of the message.

20 Inbound Calls The call should be answered professionally, courteously and welcoming. The call should be answered professionally, courteously and welcoming. Manners make a difference! Manners make a difference! Quickly assess the reason for the call. Quickly assess the reason for the call. Transfer to appropriate personnel. Transfer to appropriate personnel.

21 Outbound Calls Know who you are speaking to on the phone. Know who you are speaking to on the phone. Listen – really hear what they are saying and acknowledge it. Listen – really hear what they are saying and acknowledge it. Ask questions to clarify their concerns. Ask questions to clarify their concerns. Always follow through – under promise and over deliver. Always follow through – under promise and over deliver.

22 The Patient Experience Patient makes Appointment Check-In Process Patient Intake Visit with the Physician Check-Out Process

23 Making the Appointment Greeting Greeting Accurately getting chief complaint and symptoms. Accurately getting chief complaint and symptoms. Agree on date and time. Agree on date and time. Confirm the appointment. Confirm the appointment.

24 Check-in Process Acknowledge the patient both verbally and non-verbally. Acknowledge the patient both verbally and non-verbally. Confirm/Update insurance and patient demographics. Confirm/Update insurance and patient demographics. Communicate with the patient: if the provider is behind, inform the patient and offer them a magazine, coffee or both. Communicate with the patient: if the provider is behind, inform the patient and offer them a magazine, coffee or both.

25 Patient Intake Update medication list. Update medication list. Update medical history. Update medical history. Confirm chief complaint. Confirm chief complaint. Document pertinent information which needs to be relayed to the provider. Document pertinent information which needs to be relayed to the provider. Vitals Vitals Reassure the patient that they are in good hands. Reassure the patient that they are in good hands.

26 Visit 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 notes, etc.) Documentation (ER release forms, specialist visit notes, etc.) Keep an open line of communication with the provider. Keep an open line of communication with the provider. Confirm verbal orders for procedures, labs, tests, etc. Confirm verbal orders for procedures, labs, tests, etc. Inform provider when procedures/tests are complete. Inform provider when procedures/tests are complete. Follow up with the provider prior to patient check-out. Follow up with the provider prior to patient check-out.

27 Check-Out Process Greet the patient in a friendly manner Greet the patient in a friendly manner Confirm that the patient has all necessary paperwork prior to leaving. Confirm that the patient has all necessary paperwork prior to leaving. Schedule a follow-up appointment (if necessary). Schedule a follow-up appointment (if necessary). Ensure patient prescriptions have been filled. Ensure patient prescriptions have been filled. Conclude the visit Conclude the visit

28 Pre Question #1 ____ % of words in a message is conveyed through verbal communication? 1. 38% 2. 7% 3. 55% 4. None of the above

29 Pre Question #2 Communication is a one-way street? 1. True 2. False

30 Pre Question #3 The most common forms of communication are: 1. verbal, written and through body language 2. verbal and written 3. verbal, written, visual and non- verbal 4. verbal, non-verbal and visual

31 Pre Question #4 The telephone is the window into the practice and the doorway for your patients? 1. True 2. False

32 Pre Question #5 ___% conveys the message received through tone of voice? 1. 55% 2. 15% 3. 18% 4. 38%

33 Pre Question #6 Body language is perceived through which of the following? 1. gestures, facial expressions and physical appearance 2. talking, reading, gestures, posture 3. posture and singing 4. sitting and reading

34 CONTACT INFORMATION Sara M. Coleman, CISR Office Manager Bee Caves Family Practice 1008 RR 620 South, Suite 200 Lakeway, TX P: ext. 208


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