Module 16: Communication and Customer Service Flashcards
Communication cycle
The steps involved in transferring a message and receiving feedback. Effective communication occurs only when both the sender and receiver assign similar meanings to the conveyed message.
Analytic vs Intuitive vs Functional vs Personal communicator
Analytical communicator: prefers to work with real numbers, facts, and data, and places very little emphasis on feelings or emotions
Intuitive communicator: prefers to look at the big picture, can be efficient but can result in more questions than answers if too broad of an approach is used
Functional communicator: prefers and organized approach to work with timelines and detailed plans. Uses a step-by-step method to solve problems and communicate information. Can be an effective style of communication if the patient does not become overwhelmed with too many details
Personal communicator: uses emotional language and connections. Cares about what people think and feel in response to the information given. Often good listeners and have the ability to resolve conflict fairly easily
What are good interviewing techniques for discussions with patients
Ask a variety of open and closed-questions that encourage more explanations about their health and daily behaviors. Avoid leading questions that tend to coerce the desired response. Listening is the most fundamental component of communication
Therapeutic communication definition
Communication that aims to enhance the patient’s comfort, safety, trust, or health and well being. We consciously influence a patient or help the patient to gain a better understanding through verbal or nonverbal communication
Language to avoid for effective communication
Jargon, Figurative language (“im all ears”)
Business letter format
Company letterhead and written in standard format.
Header: Letterhead and dateline (month fully spelled out, day, and year)
Opening: Recipient’s address and salutation
Body: Content and information to be communicated
Closing: The complimentary closing and signature
Preparing faxes
Always use a cover sheet that discloses that confidential information is attached
When and how to fill out a incident report
Incident reports are used to document incidents or events involving patients, visitors, and staff that can affect the quality of patient safety or care, or that can become a potential liability for the institution.
Should be housed in a designated area but not put in the patient record. Detailed and accurate information.
Only staff involved in the incident should complete the form. Only objective information, if a quote/subjective information is shared, identify the source.
When to refer problems to a supervisor
If a patient is upset and it appears as though there is no solution that can be offered. If the patient requests a referral or demonstrates aggressive behavior
Recognizing defense mechanisms: denial
Commonly used. The individual refuses to accept what is being communicated.
Ex: patient refuses to believe a diagnosis, demands a second opinion.
Can be considered healthy in early stages, but eventually patient will learn to recognize the news as reality. Effective communication will not be possible until them - allow the patient time to digest the information. A support system is important to assist the patient through denial
Recognizing defense mechanisms: regression
A patient reverts to a previous action or time in their life when they felt more secure. Often seen in children who have recently had a traumatic experience.
Ex: a child becomes insecure with a newborn sibling and reverts to sucking a thumb/wetting the bed.
Unconscious defense mechanism that medical assistants should be aware of - patience and support are important
Recognizing defense mechanisms: projection and displacement
Protect the ego by placing blame on something or someone and displaying verbal or physical actions aimed at releasing the anger.
Ex: a patient is asked to get a chest x-ray to evaluate a cough but doesn’t do it. Later is angry the health care professional didn’t insist the x-ray be completed
Medical assistant must take measures to ensure personal safety and not become defensive when reinforcing reality with the patient
Recognizing defense mechanisms: repression
Unhealthy mechanism used to protect the individual from remembering devastating events.
Ex: repressed child sexual abuse or experiences of military personnel in a war zone. NOT PTSD - in which the patient is often aware of the stressors and has psychological complications related to the reality
Do not inform the patient of the reality; this should be addressed carefully with a psychologist or psychiatrist
Recognizing defense mechanisms: sublimation
When an individual uses a socially acceptable and constructive substitute for an unacceptable action related to an impulse
Ex: a patient is angry about a breast cancer diagnosis - instead of blaming the provider they become a spokesperson for early breast cancer detection.
Use good active listening skills to detect this type of defense mechanism
Steps to conducting crucial conversations
Body posture: Calm, directly faced, open stance, relaxed arms
Consider safety first. The patient needs to feel comfortable and secure to trust the health care team and engage openly in conversation.
Demonstrate empathy, not sympathy. In any conversation, consider what others might be experiencing, but displays of sympathy are nonproductive.
Stick with the facts. It is easy to divert away from the primary conversation and begin to develop personal opinions. In both of these situations, stick to the facts and remain objective to ensure comprehension of the material being presented.
Watch words and actions. Using sarcasm and humor, or displaying negative body language, is not appropriate during crucial conversations. Approach conversations with purpose and appropriate dialogue to maximize the level of communication.
Use active listening. This skill demonstrates concern and interest in what is being communicated.
