NHA CCMA COMMUNICATION AND CUSTOMER SERVICE

Communication cycle

sender develops the subject matter, message encoded into transmittable/translatable format, message delivered, receiver decodes, feedback

Verbal communication

The sharing of information between individuals by using speech

Nonverbal communication

communication using body movements, gestures, and facial expressions rather than speech

Greatly exceeds verbal communication

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, sometimes can result in more questions than answers if too broad

Functional communicator

Prefers organized approach to work with timelines and detailed plans, step-by-step methods to solve problems and communicate information

Effective if not overwhelming

Personal communicator

Prefers emotional language and connections, cares about what people think and feel in response to information

Effective communication

Professionalism, skilled interviewing (open and closed ended questions), empathy, collaborate, technology, at the patient's education level, eye level

open-ended questions

questions that allow respondents to answer however they want; give qualitative and quantitative information

"What brings you into the office today?"

closed-ended questions

questions a person must answer by choosing from a limited, predetermined set of responses

Yes or no

Multiple choice

leading questions

questions that predispose a respondent to answer in a certain way

Must be avoided!

positive reinforcement

the reinforcement of a response by the addition or experiencing of a pleasurable stimulus (i.e. a reward)

How to modify communication

Avoid figurative language

Explain medical terminology

Business letter formats

Heading, opening, body, clising

Simplified letter format

Subject in all capital letters (replaces greeting)

All lines flush left margin

Signature in all capital letters

Omits greeting and closing

Block letter format

All lines flush left margin

Salutation followed by a COLON

Modified block letter format

Closing, date line, and signature are centered on the page

Can have paragraphs indented

Lines between letterhead and date

2 lines below letterhead

Appropriate date format

January 1, 2020

The attention line of a business letter is located

2 lines below the inside address

Lines between date and inside address

4-10 (to center the letter on the page)

Spaces for paragraphs

Letter is single spaced

Leave a space between each paragraph

Lines between closing and typed signature

3-4 lines (for handwritten signature)

How to resolve common problems like long wait times, inconvenient hours, feeling rushed when seeing the provider?

Altering schedule, automated phone system to expedite/filter calls, prioritizing customer satisfaction

Working with angry patient

Calm and professional

Active listening and therapeutic communication, empathy

Apologize

Discuss solution or continue communication if no immediate solution anticipated

Incident reports

Only staff involved should complete, make sure all text is legible and don't leave sections blank, only include factual information, document medical care if warranted

Not in patient record

Crucial conversations

Discussions in which the stakes are high, opinions vary, and emotions run strong

Safety first, empathy over sympathy, be factual, watch words/actions (like sarcasm/humor/negative body language), active listening

Culturally competent care

Must examine personal religious and cultural values and beliefs to identify biases

Community resource library

Compile list of local agencies FIRST

Then make spreadsheet with contact information/addresses

Feedback from pts

Update information

Department of Health and Human Services (HHS)

Provides essential health services (i.e. immunizations), including healthcare for low-income families, programs for older adults, and child services

American Red Cross

Provides crucial disaster response services and coordinates mental health resources for survivors of disasters

National Council on Aging

Improves overall life and health of older adult patients

Centers for Disease Control and Prevention (CDC)

Increase security for the general population through research, information, statistics

Child Protective Services (CPS)

Any suspected abuse or neglect of a child or a dangerous home situation must be reported to this agency

Home health care

Assist with medications, wound care, other services in place of residence

Rehabilitation services

Assist in recovery from surgery or disability

OT, PT, pain management

Hospice

End of life care, palliative care; manage pain and comfort during final months of life

Legal Aid Society

legal support for people who have low incomes

Meals on Wheels

support older pts who are considered homebound by delivering meals daily

National Committee for Quality Assurance (NCQA)

National accrediting body that has established standards and requirements for patient education

How to respond to an angry email

Take notes on the topics to be addressed before forming a response

Reviewed by office manager for support and guidance and resolution

Disaster situation

any event that disrupts the workflow for more than 24 hours

RACE acronym for fire

Rescue all patients, visitors, employees, staff and volunteers from immediate danger

Alarm by pulling the closest fire pull-station and by dialing 811 or 77 (or 911 in off-campus and leased facilities), report the location of the fire

Confine the area by closing all doors/windows and turn off oxygen to contain the fire.

Extinguish the fire if the fire is small. Evacuate patients from the area if instructed to do so by fire officials or hospital leadership.

Communication with hard of hearing peoples

Stand in visual field so they can read lips

Speak normally (rate and pitch) and do not over enunciate words

Can use hand gestures

Interpreter

Communication with sight impaired peoples

Tell them before you touch them

Braille

Stereotyping

generalizing a set of characteristics to all members of a group (race, religion)

When communicating with pediatric patients you should

Not lie to a child but state the truth

Discretion

the power or right to decide or act according to one's own judgment; freedom of judgment or choice

Accepting

Tells the pt you understand and hear what they are saying

"yes, I totally know what you mean"

Adult day care

Supervision for older adults during the day and family provide care in evening (I.e. dementia patient)

Grief support

Bereavement programs assist survivors transition to life without the deceased person.