Applying Communication Skills

1. Chapter 6 Applying Communication Skills

2. Critical Thinking Skills • Also referred to as problem-solving skills or analytical skills • Critical thinking process • Observe available information and determine what the main issue is • Form beliefs • Come to a conclusion

3. Steps in Problem Solving • Determine what the problem is and write it down. • Ask if there is a problem chain or a series of events that is a contributor • Gather facts and ideas to help you decide what to do about it.

4. Steps in Problem Solving • List possible decisions and what you think each outcome will be. • Use analytical and creative thinking. • Prioritize your decisions and begin testing them one by one until results are satisfactory to you and others concerned.

5. Communicating with Patients • Communication is a skill that will set you apart from others. • Communication skills take time to develop.

6. Positive Communication Tips • Maintain eye contact and use a warm and friendly greeting. • Listen and take an active interest in what the patient is saying. • Ask open-ended questions. • Comment on something the patient is wearing or a common interest or current event. • Be friendly, open, confident, and caring. • Be confident.

7. Communicating with Special Needs Patients • Requires unique and individually tailored methods to communicate instructions • Reflective communication (acting as a verbal “mirror”) can be especially helpful for any patient requiring special attention.

8. Communicating with Culturally Diverse Patients • Understand and respond with sensitivity to the needs and preferences of diverse patients. • Understand the hereditary, cultural, and environmental influences on behavior. • Incorporate cultural diversity awareness into your routine when performing your duties. • See Table 6-2.

9. Communicating with Pediatric Patients • Children are not just “small adults” and require a much different approach than with adult patients. • Use the encouragement, empathy, enlistment, and education to engage the child in health care matters. • Use appropriate terminology. • See Table 6-3.

10. Communicating with Geriatric Patients • The normal aging process involves: • Sensory loss • Decline in hearing or memory • Retirement from work • Separation from family/friends • These affect the geriatric patient in the ability to communicate effectively. • See Table 5-4.

11. Communicating with Families • Be careful to respect the patient’s privacy when discussing health care issues with family members. • Do not relay information to the patient or family that the physician has not directed you to do so.

12. Communicating with Difficult or Uncooperative Patients • Hold off any negative judgments and try your best to accommodate the requests. • Steps to diffuse and resolve the matter: • Let the patient vent. • Express empathy to the patient. • Begin problem solving. • Mutually agree on the solution. • Follow up.

13. Patient Education • Can include verbal instructions, printed materials, or electronic formats • Steps in providing patient education • Assess the patient’s ability to comprehend the instructions. • Use reflective communication skills. • Provide a written copy of the educational materials for the patient.

14. Patient Education • Have educational materials available in languages other than English. • Common patient education topics are listed in Table 6-5. • Document patient education sessions. • Reference provider’s order and information provided • Should include follow-up instructions for patient

15. Patient Advocacy • Advocates promote and protect the rights of patients, frequently through a legal process. • Advocates intervene, assist, manage, and fight for their patients or to promote issues. • Medical assistants help patients with matters affecting their health, legal, or financial status.

16. Patient Advocacy • Other examples of patient advocacy: • Living will • Billing questions • Pharmacy questions and coverage • DMV

17. Communicating with the Health Care Team • Verbal, written, and electronic • All communications should be respectful and professional. • There is a difference between being assertive and aggressive. • Communicating effectively with all members of the team is fundamental to job performance.

18. Roles and Responsibilities in the Medical Office • You must know and understand the roles and responsibilities of others in addition to your own expectations. • One method that defines the roles and boundaries is the organizational chart. • In a typical medical office, there are providers and staff.

19. Methods of Communication in the Medical Office • Intra-office communication • Participating in staff meetings or in-services • Performance reviews • Employers are always aware of an employee’s behavior. • Your attitude shows at all times.