Patient Communication 101

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Patient Communication 101
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Pre Question 1

• ____ of words in a message are conveyed through
  verbal communication?
• 38
• 7
• 55
• None of the above

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Pre Question 2

• Communication is a one-way street?
• True
• False

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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

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Pre Question 4

• The telephone is the window into the practice and
  the doorway for your patients?
• True
• False

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Pre Question 5

• ___ conveys the message received through tone of
  voice?
• 55
• 15
• 18
• 38

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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

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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.

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The Most Common Forms of Communication

• Verbal
• Non-Verbal
• Written
• Visual

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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.

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Non-verbal Communication

• 55 of communication is non-verbal through body
  language
• Perceived through
• Gestures
• Facial expressions
• Physical appearance

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Written Communication

• Letters
• E-mail
• Text
• The tone is interpreted by the reader, so make
  sure your word choice is clear and concise.

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Visual Communication

• The use of visual aids help to organize
  information for the patient.
• The use of visual aids
• Charts
• Graphs
• Tables
• Spreadsheets

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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.

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Listening

• The telephone is the window into the practice and
  the doorway for your patients.
• This is the patients first impression of your
  practice.
• Try to put yourself in the patients position.

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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.

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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.

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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.

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The Patient Experience
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Making the Appointment

• Greeting
• Accurately getting chief complaint and symptoms.
• Agree on date and time.
• Confirm the appointment.

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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.

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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.

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Visit with the Provider

• Medical Assistants 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.

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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

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Pre Question 1

• ____ of words in a message is conveyed through
  verbal communication?
• 38
• 7
• 55
• None of the above

29
Pre Question 2

• Communication is a one-way street?
• True
• False

30
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
Pre Question 5

• ___ conveys the message received through tone of
  voice?
• 55
• 15
• 18
• 38

33
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

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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
• ssimien_at_beecavesfamilypractice.com