1. Professionalism/Customer Service in the Health Environment
Overview of Communication Relevant
to Health IT
Welcome to Professionalism and Customer Service in the Health Environment, Overview of Communication Relevant to Health IT. In this unit, we will be giving you an overview of relevant communication for those working in health information technology.
This material Comp16_Unit3 was developed by The University of Alabama Birmingham, funded by the Department of Health and Human Services, Office of the National Coordinator for Health Information Technology
under Award Number 1U24OC000023

2. Overview of Communication Relevant to Health IT Learning Objectives
Explain the purpose and goal of professional communication
Describe what is meant by effective communication
Explain what is meant by ineffective communication
Identify common roles in healthcare
Describe disability etiquette’s contribution to professional communication
The objectives for Overview of Communication Relevant to Health IT are to explain the purpose and goal of professional communication, describe what effective communication means, explain what ineffective communication means, identify common roles in healthcare, and describe disability etiquette’s contribution to professional communication.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT

3. Professional Communication
The purpose of effective communication between individuals and teams is to insure that professionals succeed in their roles and with their assigned tasks
The goal of professional communication training is to provide professionals with an understanding of the concepts and the skills required to communicate in a professional manner
Professional communication is intended to support effective teamwork and the execution of responsibilities by various professionals in a workplace. In healthcare, that means that professional communication supports good patient care and positive outcomes by allowing nurses, physicians, administrators and allied health professionals to work together.
Professional communication skills are an important part of your training and will be critical to your success as a health IT professional.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT

4. Effective Communication
Accomplishes a number of goals
The intended message is delivered and understood
Results in instant verbal and non-verbal feedback
Is always professional in tone and language
Increases your credibility as a professional
Effective professional communication ensures that your message is delivered to the recipient, and that it is understood.
Moreover, your communication should result in both verbal and non-verbal feedback. As an example, if you are explaining to a person how to use a certain software program, verbal feedback might include them saying that they understand how to use it. Non-verbal feedback might be when they nod their head as you are explaining to show that they understand what you are saying.
In addition, professional communication always involves a pleasant tone and appropriate language. Your credibility as a professional is built in part on effective communication.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT

5. Ineffective Communication
Characteristics
One-way communication
Emotionally-based, insensitive or intimidating
Damaging to your credibility as a professional and to the organization’s reputation
Ineffective communication can have a serious and long-lasting negative impact. Ineffective communication does not result in an understanding of your message by the recipient. You may give an explanation, but the person you are talking to, does not comprehend or understand what you are saying. If they stay silent and do not communicate their confusion, the communication is not two-way, and you do not get any feedback. Overly emotional, insensitive, or intimidating communication is also ineffective and can be damaging to your professional credibility. It can also negatively impact the reputation of your organization in the community. For example, if your supervisor comes in to talk with you and uses an angry tone, you are likely to be alarmed and may not hear or understand what is being said. On the other hand, if your supervisor uses an even tone and calm manner, you will be more able to hear what they are saying and will be more open to their feedback.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT

6. Communication and Healthcare Roles
Many different professional roles in the healthcare environment
Understanding these roles aids effective communication
Effective communication allows you to become part of the healthcare team
The healthcare environment includes many professional roles and teams that need to work together to help patients and their families. As an IT professional, you are an essential part of the healthcare team and will often have to communicate directly with nurses, physicians and other health professionals. Having an understanding of other professional roles will help you gain the skills you need to be an effective communicator and become a valuable part of the team.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT

7. Healthcare Roles – Administration and Support Staff
Day-to-day running of the organization
Support for healthcare professionals in their efforts to care for patients
No direct patient care
Safe, well-supplied environment
Regulatory compliance
Among the roles in healthcare are administrators and support staff. While these professionals are not involved in hands-on patient care, their work ensures that the healthcare organization is run efficiently, and that nurses and physicians have the resources they need to care for patients.
Additionally, administrators and support staff are also responsible for ensuring that the organization is in compliance with local, state, federal, and other regulations that govern healthcare.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT

8. Healthcare Roles – Physicians
A physician’s role in the healthcare team is one of diagnosis and guiding the overall direction of patient care
Physicians apply their knowledge of medicine to diagnose and treat patients with illness, disease and injury
They supervise the patient care work of other members of the healthcare team such as nurses and physical therapists
Physicians are primarily responsible for leading the healthcare team and guiding patient care. With their specialized knowledge of medicine, physicians diagnose patients’ illnesses, determine treatments and engage in other work to resolve illness and injury in their patients. They also work with the patients on ways to prevent illness and disease. Nurses and other healthcare professionals work with physicians to carry out patient treatments and other physician orders.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT

9. Healthcare Roles – Nurses
There are over 3 million nurses in the US alone
In hospitals, nurses are responsible for hands-on patient care at the bedside. They also play an important role in patient safety
Nurses report patient status to physicians in order to help physicians guide patient care
In a clinic or outpatient setting, nurses also work with physicians to ensure that patients stay healthy or recover their health when possible
Nursing is the largest healthcare profession and nurses are charged with the care of their patients. Among other responsibilities, in the hospital setting, nurses provide hands-on patient care at the bedside. In addition, nurses are often the last safety check for orders like medication. Nurses are also responsible for assessing and managing the patient’s condition during the course of their shifts and reporting to physicians on patient status. Nurses are also found in clinic and outpatient settings where they are an important member of the healthcare team.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT

10. Healthcare Roles – Allied Health Professionals
Critical care
Diagnostic and Therapeutic Sciences
Health Services Administration
Nutrition Science
Occupational Health
Physical Therapy
The expansion of knowledge in medicine and dentistry created a greatly expanded need for many types of allied health personnel, in areas such as critical care, diagnostic and therapeutic sciences, health services administration, nutrition sciences, occupational therapy, and physical therapy. These are known as Allied Health Professionals. The majority of allied health professionals interact directly with patients, while others work “behind the scene.” Allied health professionals are valuable members of the healthcare team and provide support to the healthcare providers and to the patient in the form of taking x-rays, providing physical therapy for rehabilitation, and in the management and use of information technology.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT

11. Healthcare Roles – Patients
Vulnerable
Dependent on your work to support their care
May be impaired
Patients depend on effective communications between the members of their healthcare team. Understanding their concerns and challenges is an important building block in your communication skills when you interact with them. Remember that they are often worried and possibly impaired in their ability to understand you.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT

12. Regulatory Agencies
State licensing boards allow healthcare organizations to operate
The Joint Commission accredits and certifies healthcare organizations to ensure safe quality care
The Centers for Medicare and Medicaid Services (CMS) are one of the major payors for healthcare services
There are numerous regulatory agencies at both the state and federal level that license and approve organizations for patient care. These agencies include state licensing boards and the Joint Commission, both of which oversee hospital operations. These agencies often require regular reporting from healthcare organizations. In addition, those who pay for services, whether government agencies like CMS or other insurance carriers, also have information needs. Communication from you and your organization, such as reporting on patient care statistics, quality measures or billing information, must be professional, timely and thorough. These communications are typically in the form of highly structured reports and require a high degree of effective written and verbal communication skills.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT

13. Interacting with the Public
You are the face of your organization to your friends, family and others
People take their cue about the quality and effectiveness of your organization from how you talk about it
Remember that your own particular experience may not reflect the organization as a whole
The general public will also see you and judge what you say about your organization outside the workplace. The need for effective professional communication does not end when you walk out the door. Complaining about your workplace to neighbors and friends could negatively impact their confidence in the care they may be receiving there, perhaps for a serious condition. Talking badly to others could also result in disciplinary action from your workplace if they deem it to be serious enough.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT

14. Communications: Face-to-Face
Physical distance and stance
Diversity issues
Body language
Tone of voice and language
Humor
Appropriate and inappropriate sharing
Professional demeanor while interacting with others face-to-face includes things like how far you stand from someone, your body language, and your vocal tone and words. Making sure you don’t invade someone’s personal space is important to professional communication. Having positive body language – good posture, direct eye contact, and full concentration – is important as well. Use a pleasant tone, avoid slang and don’t use offensive language. Inappropriate humor can detract from professional demeanor, as can inappropriate sharing of personal information.
Remember that the healthcare environment is a very diverse place with people of varied ages, nationalities, religions and cultural backgrounds. What may be a funny joke in one culture can be offensive in another. Also, what may seem to you to be appropriate personal sharing, such as family history or personal problems, may seem inappropriate to someone else.
Be sensitive to how your communications might be perceived by others.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT

15. Communications: Electronic
Language should be clear and concise
Focus on the task or problem
Avoid jokes or sharing personal information
Always use a greeting using the person’s title (Dr., Mr., Ms., etc.)
With , always end with your business contact information
Demeanor while interacting with others using should also be professional. Use clear and concise language. Stay focused on the purpose of the communication. Avoid making jokes or sharing personal information. Always begin with appropriate greetings such as Dr. Cole or Ms. Hillman. End each message with your name, title and contact information, to make it easier for people to reach you by phone if they need to.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT

16. Communications: Phone
Keep your language clear, concise and focused on the task
Maintain a professional tone of voice
Avoid making jokes, using humor to make a point, or sharing personal information
When leaving a message, provide your full contact information; speak slowly and clearly
Demeanor while interacting with others over the phone blends the important points of face-to-face and communications. Always maintain a professional tone, and keep your language clear and concise. Avoid humor, jokes and sharing of personal information. When leaving a voice mail message, be brief and leave your contact information to enable the person to reach you easily. Speak slowly and clearly, and repeat your phone number.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT

17. Disability Etiquette
The purpose of disability etiquette is to provide guidelines for effective professional communication with everyone in your workplace, regardless of differences.
The healthcare workplace is increasingly diverse and includes those who have differing physical and communication abilities. Understanding disability etiquette can help you interact comfortably and effectively with your colleagues who may use mobility aids, like wheelchairs, or who may use interpreters to communicate because of hearing or speech impairments.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT

18. Disability Etiquette
After an initial greeting, sit down so that a person using a wheelchair won’t have to crane his or her neck to make eye contact with you
When shaking hands, be prepared to shake whatever a person offers – a hand, prosthesis or elbow
Don’t assume a disabled person needs your help, offer assistance first
Interacting with others will include interacting with people who use mobility aids like wheelchairs or people who have physical challenges. Appropriate and respectful demeanor includes things like sitting to talk to a person in a wheelchair rather than standing. It also includes shaking an elbow or prosthesis when offered by someone who has physical challenges. Remember to treat all members of the organization as respected professionals regardless of differences.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT

19. Disability Etiquette – Hearing and Speech-Impaired People
Keep your face out of the shadows
Keep your mouth visible
If you are speaking with someone who is using an interpreter, look at and talk to the person, not the interpreter
Talk normally
Don’t pretend to understand when you don’t
If necessary, ask the person to repeat
In addition to physical differences, you may also work with people who have speech and hearing impairments. People with hearing impairments may be trained to read lips, so remember to face towards the person and speak normally. If someone is using an interpreter, face and speak to the person rather than the interpreter. Also, if someone has a speech impairment, don’t hesitate to ask him or her to repeat what is said if you don’t understand.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT

20. Overview of Communication Relevant to Health IT Summary
Professional communication skills enable you to be an effective member of the healthcare team
This concludes Overview of Communication Relevant to Health IT. In summary, communication skills are one of the building blocks of a successful professional career.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT

21. Overview of Communication Relevant to Health IT Summary
Professional communication skills enable you to be an effective member of the healthcare team
Ineffective communication prevents you from being seen as a competent professional
Without these skills, your co-workers will not see you as a professional.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT

22. Overview of Communication Relevant to Health IT Summary
Professional communication skills enable you to be an effective member of the healthcare team
Ineffective communication prevents you from being seen as a competent professional
Understanding other professional roles is important for effective communication
Having a clear understanding of the other professional roles in your organization will be important to your communication skills.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT

23. Overview of Communication Relevant to Health IT Summary
Professional communication skills enable you to be an effective member of the healthcare team
Ineffective communication prevents you from being seen as a competent professional
Understanding other professional roles is important for effective communication
Disability etiquette is an important contributor to effective communication
Part of a professional communication skill set is understanding disability etiquette. Disability etiquette allows you to communicate with all those in your work environment respectfully and effectively. It also contributes to a healthy workplace.
Health IT Workforce Curriculum Version 3.0/Spring 2012
Professionalism/Customer Service Health Environment Overview of Communication Relevant to Health IT