1. Chapter 16: Health Care Communication

2. Communication Process
Sender: person who transmits message
Message: information sender conveys
Receiver: person who gets message
Feedback: evaluation to ensure message was understood
Channel: medium by which message is sent

3. Communication Process (cont’d)
Flow of communication between a medical assistant and a patient

4. Communication Modes Verbal Communication General recommendations
Always use a polite tone
Always use proper English
Speak respectfully
Avoid using overly technical vocabulary

5. Communication Modes (cont’d)
Verbal Communication (cont’d)
Factors
Language
Manner & tone
Verbal encouragement
Humor

6. Communication Modes (cont’d)
Verbal Communication (cont’d)
Non-language sounds
Sighs
Sobs
Laughs
Grunts

7. Communication Modes (cont’d)
Verbal Communication (cont’d)
Assertive communication
Have empathy
Describe feelings or the situation
Clarify expectations
Anticipate consequences

8. Communication Modes (cont’d)
Verbal Communication (cont’d)
Active listening
Give your full attention to the person speaking
Don’t interrupt
Pay attention to the speaker’s body language & nonverbal cues

9. Communication Modes (cont’d)
Nonverbal Communication
Eye contact
Shows interest in other person
Lends sense of truthfulness to your message
In other cultures, may have negative connotation

10. Communication Modes (cont’d)
Nonverbal Communication (cont’d)
Kinesics or body movement
Facial expressions
Gestures
Eye movement

11. Communication Modes (cont’d)
Nonverbal Communication (cont’d)
Proxemics or personal space
Larger when talking to a stranger
Becomes smaller the better you know someone
Typically larger between two men than between two women
Differs from culture to culture

12. Communication Modes (cont’d)
Nonverbal Communication (cont’d)
Touch
Can create either positive or negative feelings
Watch for nonverbal cues that show how the patient feels about being touched
Maintain proper personal space, position, & posture
Observe patient’s facial expressions & posture

13. Communication Modes (cont’d)
Written Communication
Types
Agendas for meetings
Letters
Messages
Patient charts

14. Communication Modes (cont’d)
Written Communication (cont’d)
Guidelines for writing
Be concise
Use language all parties will understand
Use proper grammar
Check spelling

15. Communication Modes (cont’d)
Written Communication (cont’d)
Organizational strategies for writing
Chronological
Problem-oriented
Comparison

16. Communication Modes (cont’d)
Written Communication (cont’d)
Medical writing: things to pay attention to
Spelling
Capitalization
Abbreviations & symbols
Numbers

17. Communication With Patients
Patient Interviews
General guidelines
Listen actively
Ask appropriate questions
Record information accurately
Protect patient’s privacy
Be organized
Avoid attending to distractions
Let patient know who will see her next & when

18. Communication With Patients (cont’d)
Patient Interviews (cont’d)
Basic interview techniques
Reflecting
Paraphrasing
Clarification
Open-ended questioning
Summarizing
Silences

19. Communication With Patients (cont’d)
Patient Interviews (cont’d)
New patient interviews
Patient’s medical & family history
Brief review of body systems
Patient’s social history
Patient’s medications

20. Communication With Patients (cont’d)
Patient Interviews (cont’d)
Established patient interviews
Review patient’s chart for health problems
Ask questions about current medical problems & changes in health
Ask about known allergies
Record patient information

21. Communication With Patients (cont’d)
Patient Education
Assess
Plan
Implement
Evaluate
Document

22. Communication With Patients (cont’d)
Example of a pictogram that might be given to patients to help them understand medication administration

23. Recording and Reporting
Record patient information completely & precisely
Record information only in secure & appropriate locations
Record any action you take concerning a patient

24. Communication Challenges
Medical terminology unfamiliar to patient
Distractions: pain, hunger, noisy environment
Language barriers
Hearing impairment
Cognitive impairment
Anger or upset
Grief

25. Telephone Manners Answer phone promptly—by second ring, if possible
Identify yourself & your office to caller
Speak politely
Never put a caller on hold immediately after answering