Presentation on theme: "Communication with Patients, Families, and Coworkers"— Presentation transcript:
1 Communication with Patients, Families, and Coworkers 4Communication with Patients, Families, and Coworkers
2 Learning Outcomes 4.1 Identify elements of the communication circle. 4.2 Understand and define the developmental stages of the life cycle.4.3 Give examples of positive and negative communication.
3 Learning Outcomes (cont.) 4.4 List ways to improve listening and interpersonal skills.4.5 Explain the difference between assertiveness and aggressiveness.4.6 Give examples of effective communication strategies with patients in special circumstances.
4 Learning Outcomes (cont.) 4.7 Discuss ways to establish positive communication with coworkers and management.4.8 Describe how the office policy and procedures manual is used as a communication tool in the medical office.
5 Learning Outcomes (cont.) 4.9 Describe community resources and how they enhance the services provided by your office.4.10 Explain how stress relates to communication and identify strategies to reduce stress.
6 Introduction Medical assistants must Recognize human behaviors Communicate effectively, with professionalism and diplomacyRecognize obstacles that affect therapeutic communication
7 Communicating with Patients and Families You are the key communicator between the physician and patientYour interaction sets the tone for the office visitDeveloping strong communication skills is just as important as mastering administrative and clinical skillsCommunication will influence how comfortable thepatient feels in your practice.
8 Communicating with Patients and Families (cont.) Customer serviceMost important part of communicationTwo points fundamental to customer serviceThe patient comes firstPatient needs are satisfiedPatients are #1!
9 Communicating with Patients and Families (cont.) Examples of customer serviceTelephone techniquesWriting or responding to telephone messagesExplaining procedures to patientsAssisting with billing issuesCreating a warm and reassuring environment
10 Apply Your Knowledge Good! What are the two key parts of customer service?ANSWER: The two fundamental parts of customer service are that the patient comes first and you must satisfy patient needs.Good!
11 The Communication Circle The communication circle involves an exchange of messages through verbal and nonverbal means.
12 Communication Process Patients often believe that health care has become impersonal due toTechnological advancesManaged care organizationsMaintain a patient-centered approach
13 Apply Your KnowledgeWhat are the three elements of the communication circle?ANSWER: The three elements of the communication circle are the message, source, and receiver.RIGHT!
14 Human Behavior: Stages of the Life Cycle Understanding growth and development enhances communication skillsPhysical developmentPsychological and emotional growthGuidelines for communication based on developmental stageInfantToddlerPreschoolerSchool ageAdolescenceYoung, middle, old adult
15 Maslow’s Hierarchy of Human Needs Self-ActualizationEsteem NeedsLove/Belonging NeedsSafety NeedsPhysiological NeedsDeficiency (Basic) Needs
16 Apply Your Knowledge Good Answer! You can communicate with all people in the same way. Is this statement true or false, and why?ANSWER: The statement is false. Not all people are at the same place on Maslow’s hierarchy of human needs. To communicate effectively with a person, you need to understand what he or she is deficient in. For example, you would use different communication styles when talking to a homeless person who may have psychological and safety needs than when talking to an elderly person who is lonely and depressed due to the recent loss of his or her spouse.Good Answer!
17 Types of Communication Positive or negativeVerbal or non-verbalWritten (Chapter 7)
18 Positive Verbal Communication Communication promotes the patient’s comfort and well-beingSet the stage for positive communicationEncourage patients to ask questionsSpeak slowly and clearly
19 Negative Verbal Communication Curb negative communication habitsMumblingSpeaking brusquelyAvoiding eye contactInterrupting patients as they speakRushing explanationsForgetting common courtesiesShowing boredomTreating the patient impersonally
20 Non-Verbal Communication Facial expressionEye contactPostureOpenClosedTouchPersonal spaceIn many instances, people’s body language conveys their true feelings, even when their words may say otherwise.
21 Apply Your KnowledgeYEA!Mr. Garcia comes to the desk to check in and asks if he will be seen on time. The receptionist continues with her paperwork, points to the sign-in sheet, and tells Mr. Garcia: “Just sign in. The doctor will be with you when he can.” Explain why this is an example of negative communication.ANSWER: This is an example of negative communication because the clerkDid not stop what he or she was doing – was not friendly or attentiveDid not greet Mr. Garcia or make eye contact with himDid not give a satisfactory answer to Mr. Garcia’s questionDid not make sure Mr. Garcia understood when he would be seen
22 Improving Communication Skills Listening skillsPassive listeningActive listeningImprove listening skillsPrepare to listenRelax and listen attentivelyMaintain eye contactMaintain personal spaceThink before you respondProvide feedback
23 Improving Communication Skills (cont.) Interpersonal skillsWarmth and friendlinessEmpathyRespectGenuinenessOpennessConsideration and sensitivity
24 Therapeutic Communication The ability to communicate with patientsIn terms they can understandSo they feel at ease and comfortableThe ability to communicate with other members of the health-care teamTechnical termsAppropriate to the health-care setting
25 Therapeutic Communication (cont.) InvolvesSilenceAcceptingGiving recognitionOffering selfGiving a broad openingOffering general leadsMaking observationsEncouraging communicationMirroringReflectingFocusingExploringClarifyingSummarizing
26 Ineffective Therapeutic Communication RoadblocksReassuringGiving approvalDisapprovingAgreeing/ disagreeingAdvisingProbingDefendingRequesting an explanationMinimizing feelingsMaking stereotyped comments
27 Defense Mechanisms Unconscious, designed to protect self Patients may displayCompensationDenialDisplacementDissociationIdentificationIntrojectionProjection
28 Assertiveness SkillsAssertive – people who are firm and stand by principles while still showing respect for othersRequiresOpennessHonestyDirectnessAggressive – people who try to impose their position on others or try to manipulate them
29 Apply Your Knowledge Good Answer! What is the difference between being aggressive and being assertive?ANSWER: Assertiveness means standing by your principles while showing respect for others. You trust your instincts, feelings, and opinions and act on them. An aggressive person tries to impose his or her own position on others or tries to manipulate them. He or she is bossy, may be quarrelsome, and does not consider others’ feelings, needs, thoughts, ideas, or opinions.GoodAnswer!
30 Communication – Anxious Patient Can interfere with communication processMay not listen well or pay attention to what you are sayingObserve forTense appearanceIncreased blood pressure and breathingSweaty palmsIrritability and agitation
31 Communication: – Angry Patient Goal is to help the patient express anger constructivelySteps in communicating with an angry patientRecognize anger and its causeRemain calm and demonstrate respectFocus on physical and medical needsMaintain adequate personal spaceDo not take anger personallyAsk patient to be specific concerning causePresent your point of viewAvoid breakdown of communicationLeave if you feel physically threatened
32 Communication – Patients from Other Cultures Each patient has his or her own behaviors, traditions, and valuesStrive to understand and be tolerantStereotypingNegative statement about specific traits of a group applied to an entire populationGeneralizationStatement about common trends within a group
33 Communication – Other Cultures (cont.) Attitudes about health careBeliefs about causes of illnessSymptoms and what they meanTreatment expectationsLanguage barriers
34 Communication – Patients with Visual Impairment Use large-print materialsUse adequate lighting in all areasUse a normal speaking voiceTalk directly and honestlyDo not talk down to the patientPreserve the patient’s dignity
35 Communication – Patients with Hearing Impairment Find a quiet area to talkMinimize background noisePosition yourself close to and facing the patientSpeak slowlyRemember that elderly patients lose the ability to hear high-pitched sounds firstVerify understandingUse written materialSpeak clearly but do not shout
36 Communication – Mentally or Emotionally Disturbed Determine what level of communication the patient can understandSuggestionsRemain calm if the patient becomes agitated or confusedAvoid raising your voiceAvoid appearing impatient
37 Communication – Elderly Patients Be respectfulDo not talk down to elderly personsTouch – communicates caring
38 Communication – Terminally Ill Patients Often under extreme stress, so offer support and empathyKubler-Ross’s Stages of DyingDenialAngerBargainingDepressionAcceptance
39 Communication – Young Patients and Their Parents Recognize and accept their fear and anxietyExplain all proceduresUse praiseDo not tell children that a procedure will not hurt if it will, or you will lose their trustReassuring and keeping parents calm will also help the child relax
40 Communication – Patients with AIDS/HIV Stigma of diseaseGuiltAngerDepressionYou must have accurate information about the disease and the risks involved to answer the patient’s questionsPatients need human contact and to be treated with dignity
41 Communication – Patient’s Family and Friends Provide emotional support to the patientAcknowledge family members and friendsKeep them informed about patient’s progressRemember to protect patient confidentialityAsk the patient what information can be given to family or friends
42 Apply Your Knowledge Right! What can you do to promote communication with someone who is visually impaired?ANSWER: Use large-print materials, adequate lighting in all areas, and a normal speaking voice. Talk directly and honestly, but do not talk down to the patient; preserve the patient’s dignity.Right!
43 Communication with Coworkers Develop rapport with coworkersRules for the medical officeUse proper channelsHave a proper attitudePlan an appropriate time for communication
44 Communicating with Management Keep supervisor informedAsk questionsMinimize interruptionsShow initiative
45 Dealing with Conflict Do not gossip Do not jump to conclusionsSet boundaries to limit undesirable behaviorDo not “feed into” others’ negative attitudesBe personable and supportiveRefrain from passing judgments
46 Apply Your Knowledge Bravo! What strategies can you use to avoid conflict in the workplace?ANSWER: You can use the following strategies to avoid conflict in the workplace:Do not “feed into” others’ negative attitudesBe personable and supportiveRefrain from passing judgmentsDo not gossipDo not jump to conclusionsBravo!
47 Policy and Procedures Manual Key written communication toolPoliciesDictate the day-to-day workings of an officeDescribe chain of commandProceduresDetailed instructions for specific procedures
48 Policies Office purposes Salary evaluations Rules and regulations Job descriptionsOffice hoursDress codeInsuranceVacation and sick leaveSalary evaluationsMaintenance of equipmentMailingsBookkeepingScheduling appointmentsOSHA
49 Procedures Purpose of test, clinical application, and usefulness Specimen required and collection methodSpecial patient preparations or restrictionsReagents, standards, controls, and media usedInstrumentationCalibration and schedulesStep-by-step directions
50 Community ResourcesGood customer service is founded on providing or researching services to assist in attaining the goal of patient health and well-beingDiscuss with patient’s physician before referring patientResourcesAlcoholics AnonymousSheltersHospiceMental health servicesMeals on WheelsPASSPORTEaster SealsState agenciesSupport groups
52 Apply Your Knowledge Right! What is the difference between policies and procedures?ANSWER: Policies dictate the day-to-day workings of an office and usually describe the chain of command. Procedures are the detailed instructions for specific procedures.Right!
55 Personnel Management (cont.) Successful hiringFind the most qualified person for the jobScrutinize and check references carefullyHave a salary rangeDiscuss policies and procedures earlyTrain properly and re-train
56 Apply Your KnowledgeWhat is employee orientation essential to? What should be stressed during employee orientation?ANSWER: Personnel managementANSWER: Competencies of teamwork, policies and procedures, and cross-trainingGood Answers!
57 Managing Stress Stress can be a barrier to communication Stress can occurDue to a feeling of being under pressureAs a reaction to anger, frustration, or change in routineStress is normalMotivatingMore productive
58 Managing Stress (cont.) Ongoing stressOverwhelmingPhysical effectsReducing stressConsider your strengths and limitationsBe realistic about commitments both at work and in your private lifeTechniques to reduce stress
59 Apply Your Knowledge Right! List three things you can do to relieve stress.ANSWER: Any of the following can help you reduce stress:Exercise regularlyEat a balanced dietGet enough sleepSet realistic goalsBe organizedChange what you have control overKeep focusedIdentify sources of conflictMaintain a sense of humorTry not to overreactRight!
60 BurnoutBurnout is the end result of prolonged periods of stress without reliefType A personalityHighly driven, perfectionist-type personMore susceptible to burnoutType B personalityMore relaxed, calm, “laid back”Less prone to burnout
62 Preventing Burnout Take time to rest and relax Be realistic about job expectations, your aspirations, and your goalsCreate a balance in life
63 Apply Your Knowledge Good Job! What are the phases of burnout? ANSWER: The phases of burnout areHoneymoonAwakeningBrownoutFull-scale burnoutPhoenix phenomenonGood Job!
64 In Summary4.1 The communication circle involves a message being sent, a source, and a receiver that responds. 4.2 It is important for the medical assistant to understand the development of the life cycle as it will assist in communication skills with patients. 4.3 Communication that promotes comfort and well being is considered positive communication. Medical assistants may not be aware of some of the signs of negative communication they display.
65 In Summary (cont.)4.4 Listening and other interpersonal skills can be improved by becoming more involved in the communication process. 4.5 Assertive medical professionals trust their instincts. Aggressive medical professionals try to impose their positions through manipulation techniques. 4.6 Learning about the special needs of patients and polishing your communication skills will help you become an effective communicator.
66 In Summary (cont.)4.7 The quality of communication you have with your coworkers and your supervisor greatly influences the development of a positive or negative work climate. 4.8 The policy and procedure manual is a key communication tool. 4.9 Community resources are available in your local area to patients who may need additional outside resources Stress can be good or bad. However, it is how we handle stress that makes the difference.
67 End of Chapter 4Often during life-altering experiences, patients and their loved ones need a shoulder to cry on or someone to comfort them. It is important for them to know support is there.—Lindsey D. Fisher (The Healers Art)