Transcript Patient Communication 101

Patient Communication 101
Pre Question #1
____ % of words in a message
are conveyed through verbal
communication?
1.
2.
3.
4.
38%
7%
55%
None of the above
Pre Question #2
Communication is a one-way
street?
1.
2.
True
False
Pre Question #3
The most common forms of
communication are:
1.
2.
3.
4.
verbal, written and through
body language
verbal and written
verbal, written, visual and nonverbal
verbal, non-verbal and visual
Pre Question #4
The telephone is the window into
the practice and the doorway
for your patients?
1.
2.
True
False
Pre Question #5
___% conveys the message
received through tone of
voice?
1.
2.
3.
4.
55%
15%
18%
38%
Pre Question #6
Body language is perceived
through which of the following?
1.
2.
3.
4.
gestures, facial expressions
and physical appearance
talking, reading, gestures,
posture
posture and singing
sitting and reading
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.
The Most Common Forms of
Communication

Verbal

Non-Verbal

Written

Visual
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.
Non-verbal Communication

55% of communication is nonverbal through body language

Perceived through:
Gestures
 Facial expressions
 Physical appearance

Written Communication
Letters
 E-mail
 Text


The tone is interpreted by the reader,
so make sure your word choice is
clear and concise.
Visual Communication

The use of visual aids help to
organize information for the
patient.

The use of visual aids:




Charts
Graphs
Tables
Spreadsheets
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.
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.
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.
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.
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.
The Patient Experience
Patient makes Appointment
Check-In Process
Patient Intake
Visit with the Physician
Check-Out Process
Making the Appointment




Greeting
Accurately getting chief
complaint and symptoms.
Agree on date and time.
Confirm the appointment.
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.
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.
Visit with the Provider

Medical Assistant’s should:

Provide necessary paperwork to the
provider.



Keep an open line of communication
with the provider.



Lab results (from another provider)
Documentation (ER release forms, specialist
visit notes, etc.)
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.
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
Pre Question #1
____ % of words in a message
is conveyed through verbal
communication?
1. 38%
2. 7%
3. 55%
4. None of the above
Pre Question #2
Communication is a one-way
street?
1.
2.
True
False
Pre Question #3
1.
2.
3.
4.
The most common forms of
communication are:
verbal, written and through
body language
verbal and written
verbal, written, visual and nonverbal
verbal, non-verbal and visual
Pre Question #4
The telephone is the window
into the practice and the
doorway for your patients?
1.
2.
True
False
Pre Question #5
___% conveys the message
received through tone of
voice?
1.
2.
3.
4.
55%
15%
18%
38%
Pre Question #6
Body language is perceived
through which of the following?
1.
2.
3.
4.
gestures, facial expressions
and physical appearance
talking, reading, gestures,
posture
posture and singing
sitting and reading
CONTACT INFORMATION
Sara M. Coleman, CISR
Office Manager
Bee Caves Family Practice
1008 RR 620 South, Suite 200
Lakeway, TX 78734
P: 512-263-9072 ext. 208
[email protected]