1. Patient Communication 101

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

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

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

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

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

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

8. What is Communication?
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.

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

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

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

14. Written Communication
Letters
Text
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:
Charts
Graphs
Tables
Spreadsheets

17. Basic Fundamentals of Telephone Skills
Listening
Speaking
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.
This is the patient’s first impression of your practice.
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.
A smile can carry 55% of the message.

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

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

22. The Patient Experience

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

24. Check-in Process
Acknowledge the patient both verbally and non-verbally.
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.

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

26. Visit with the Provider
Medical Assistant’s should:
Provide necessary paperwork to the provider.
Lab results (from another provider)
Documentation (ER release forms, specialist visit notes, etc.)
Keep an open line of communication with the provider.
Confirm verbal orders for procedures, labs, tests, etc.
Inform provider when procedures/tests are complete.
Follow up with the provider prior to patient check-out.

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

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

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

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

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

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

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

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