Medical Office Communication Flashcards
Verbal communication
- for communication to take place, must be a message, sender of message, receiver of message.
- must be effective and efficient
- verbal communication affected by emotion and attitude of those involved, objectives, facial expression, gesture, voice tone, posture, sense of touch
- sender and receiver influenced by moral code, observation of one another
5 C of communication
- clear
- cohesive
- complete
- concise
- courteous
Courtesy
- use polite behavior
- treat caller with respect and tact
- remain calm at all times
- answering incoming call by identify office reached, follow by office telephone greeting policy
- pick up ringing phone on 1st ring, definitely by 3rd ring
Inflection
Change one pitch while speaking, so not speak in monotone
Pronunciation
- say words correctly, to avoid misunderstanding
- avoid use of slang word, incorrect word contractions, word unfamiliar to receiver of message
Speed
Speak at normal rate, not too slow or fast
Tone
- control overall sound quality of voice to express feeling: confidence, authority, compassion, concern
- use a pitch, timbre of voice should be easy to listen to
Volume
Keep voice at normal level, so receiver does not strain to hear, does not feel shouted at
Children
- speak eye-to-eye
- always speak calm, gently, use short simple sentence that are age appropriate
- always state truth
- encourage questions
- allow privacy from adults during assessment if desired
Geriatric patients
- ensure patient comfort, privacy, safety in exam room
- face patient when speaking
- speak clearly, slowly. Do not shout
Hearing impaired
- communicate in quiet environment
- speak clear, slow. Do not shout
- explain procedure carefully
- face patient when speaking
- use pen, paper for you and patient to assist
Non-English speaking patient or with limited use of language
- provide interpreter, if has no friend or family to help
- face patient
- speak clear using short, simple sentence
- use visual aids
Visually impaired patient
- announce your presence
- offer your arm to guide them through office
- explain all procedure thoroughly
- describe surrounding
- if necessary leave patient alone for short amount of time
- face patient
Closed end question
Question requires simple yes or no, or number response
Concise
Express message clearly while using few words as possible
Confidentiality
Keep information private during conversation or telephone call by being careful patient name, symptom, other information received is not overheard by those do not need to know
Diction
Using correct word pronounced carefully, be clear and effective
Effective use of silence
Give some time to think before responding
-patient may use time to add helpful new information
Feedback
Response, either verbal or nonverbal to a message
Jargon
Terminology commonly use by those in given specialty field
Open-ended question
Require more than yes or no response
Paralanguage
- Way a message is stated instead of words in message
- refer to pitch, inflection, volume, speed of word spoken
Paraphrasing or restating
Tell messenger what you heard, in your own words
Reflecting
Repeat what is heard from the sender by using open-ended statements that person must complete in response
Tactfulness
Choose word carefully, so not to offend or upset someone receive information from you
Professionalism behavior
- produce good work ethic, demonstrates traits need to perform well in profession
- must show evidence of businesslike manner, appropriate appearance, good hygiene
- standard of professionalism set by American Medical Technologist and American Association of Medical Assistant
Coordination
Ability to plan and organize task to be accomplished by prioritizing within time frame