Bài giảng Medical Assisting - Chapter 4: Communication with Patients, Families, and Coworkers

ChapterPowerPoint® to accompanyRamutkowski  Booth  Pugh  Thompson  WhickerCopyright © The McGraw-Hill Companies, Inc. Permission required for reproduction or display.Medical AssistingChapter 4 Second Edition1Objectives4-1 Identify elements of the communication circle.4-2 Give examples of positive and negative communication.4-3 List ways to improve listening and interpersonal skills.4-4 Explain the difference between assertiveness and aggressiveness.4-5 Give examples of effective communication strategies with patients in special circumstances.Communication with Patients, Families, and Coworkers 2Objectives (cont.)4-6 Discuss ways to establish positive communication with coworkers and superiors.4-7 Explain how stress relates to communication and identify strategies to reduce stress.4-8 Describe how the office policy and procedures manual are used as a communication tool in the medical office.Communication with Patients, Families, and Coworkers 3Introduction You are the key communicator between the physician and patient.Your interaction sets the tone for the office visit.Developing strong communication skills are just as important as mastering administrative and clinical skills Communication will influence how comfortable the patient feels in your practice.4Examples of Customer Service Telephone techniquesWriting or responding to telephone messagesExplaining procedures to patientsAssisting with billing issuesCreating a warm and reassuring environment5The Communication CircleThe communication cycle involves an exchange of messages through verbal and nonverbal means.MESSAGEFEEDBACKNOISESourceReceiver6Maslow’s HierarchySelf-ActualizationEsteem NeedsLove NeedsSafety NeedsPhysiological NeedsDeficiency Needs7Positive CommunicationCommunication promotes patient’s comfort and well-beingSet the stage for positive communicationEncourage patients to ask questionsSpeak slowly and clearly 8Negative CommunicationLook for and ask for feedback to helpYou curb negative communication habits.MumblingSpeaking brusquely Avoiding eye contact Interrupting patients as they speakRushing explanations Forgetting common courtesiesShowing boredomTreating patient impersonally9Body LanguageFacial ExpressionEye ContactPostureOpenClosedTouchPersonal space In many instances, people’s body language conveys their true feelings, even when their words may say otherwise.10Improving Communication SkillsListening skillsPassive listeningActive listeningInterpersonal SkillsWarmthEmpathyRespectGenuinenessOpennessConsideration and sensitivity11Assertiveness SkillsAssertive – people who are firm and stand by your principles while still showing respect for othersAggressive – people who try to impose their position on others or try to manipulate them.12Therapeutic CommunicationInvolves:SilenceAcceptingGiving recognitionOffering selfGiving a broad openingOffering general leadsMaking observation Involves:Encouraging communicationMirroringReflectingFocusingExploringClarificationSummarizing 13Ineffective Therapeutic CommunicationRoadblocks:ReassuringGiving approval DisapprovingAgreeing/ disagreeingAdvisingRoadblocks:ProbingDefendingRequesting an ExplanationMinimizing feelingsMaking stereotyped comments14Defense MechanismsPatients may display:CompensationDenialDisplacementDissociationIdentificationIntrojectionProjection15Communication in SpecialCircumstancesAnxious PatientWatch for tense appearance, increased blood pressure and breathing, irritability and agitation.Angry PatientHelp them express their anger constructivelyDon’t take it personallyHelp them refocus toward solving the problemRemain calm16Patients with Other CulturesDifferent views and perceptionsTreat all patients of all cultures and ethnic groups with equal respect.Maintain open mindLanguage barrierSpeak through an interpreter to gather and convey information or to discuss sensitive issues with a patient17Patients with Visual ImpairmentUse large-print materialsUse adequate lighting in all areasUse a normal speaking voiceTalk directly and honestlyDo not talk down to the patientPreserve the patient’s dignity18Patients with Hearing ImpairmentFind 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 first19Apply Your KnowledgeWhat can you do to promote communication with someone who is visually impaired?Use large-print materials, adequate lighting in all areas, and a normal speaking voice.Talk directly and honestly, but not down to the patient; preserve the patient’s dignity.-Answer20Mentally or Emotionally DisturbedDetermine what level of communication the patient can understandIt is important to remain calm if the patient becomes agitated or confused.21 The Elderly PatientDenial or confusionAct as if you expect the patient to understandUse simple questions and termsAsk the patient to relaxSpeak slowlyExplain points slowly and clearly22 The Young PatientRecognize and accept their fear and anxietyExplain any proceduresUse praiseDo not tell children that a procedure will not hurt if it will, or you will lose their trust23Patient with AIDS/HIVYou need accurate information about the disease and the risks involved.You will need to answer as many questions as you can.24Terminally Ill PatientsKubler-Ross’ Stages of DyingDenialAngerBargainingDepressionAcceptance 25Communication with CoworkersDevelop rapportUse proper channels.Have a proper attitude.Plan an appropriate time for communication.26Communicating with SuperiorsKeep superiors informedAsk questionsMinimize interruptionsShow initiative27Dealing with ConflictDo not “feed into” others negative attitudes.Be personable and supportive.Refrain from passing judgments.Do not gossip.Do not jump to conclusions.28Managing StressStress can motivate youStress can be overwhelming and affect you physically.Learn to manage stress.Be realistic about how much you can handle at work and in your life29BurnoutEnd result of prolonged periods of stress without relief.Type A personalityHighly driven, perfectionist-type personMore susceptible to burnoutType B personalityMore relaxed, calm, “laid back” Less prone to burnout.30Stages to BurnoutHoneymoonAwakeningBrownoutFull-scale burnoutPhoenix phenomenon31Policy and Procedures ManualKey written communication toolPoliciesDictate the day-to-day workings of an officeDescribes chain of commandProceduresDetailed instructions for specific procedures32PoliciesOffice purposesRules and regulationsJob descriptionsOffice hoursDress codeInsurance Vacation and sick leaveMaintenance of equipmentMailingsBookkeepingScheduling appointmentsOSHA33ProceduresPurpose of testSpecimen required and collection methodReagents, standards, controls, and media usedInstrumentationStep-by-step directionsCalculationsExpected valuesProceduresLimitations of methodsReferences34Development of ManualPlan format and organizationCreate an outlineDevelop and update materialContact National Committee for Clinical Laboratory Standards (NCCLS) for help35Summary Medical AssistantCommunication Skills:Listening, interpersonal, and assertiveness People with Special Needs:Anxious, angry, elderly, hearing and visual impaired You are the key between the office and patient Develop working relationships and help office run smoothly.36Apply Your KnowledgeDeveloping communication skills for the medical office is as important as mastering administrative or clinical tasks.True or FalseGood communication requires patient feedback at every step.True or False37Apply Your Knowledge -AnswerDeveloping communication skills for the medical office is as important as mastering administrative or clinical tasks.Good communication requires patient feedback at every step.TrueTrue38End of ChapterEnd of Chapter39