NHA Module 12- Communication And Customer Service

Communication Cycle

Sender, receiver, and message.

Effective Communication

When the message is sent and received with the intended purpose.

Therapeutic Communication

A communication method used in health care that involves strong communication skills to effectively send and receive messages in a diverse patient audience.

Techniques of Therapeutic Communication

Displaying empathy, rephrasing, asking questions, pausing, remaining quiet, and summarizing received messages.

Impact of Therapeutic Communication

It helps build rapport, increases patient comfort, and encourages active participation in decision-making.

Active Listening

A communication technique that involves fully focusing on the speaker, understanding the message, and responding thoughtfully.

Characteristics of Active Listening

Remaining nonjudgmental, using positive body language, and allowing time to process the message.

Assertive Communication

A firm, direct style with proper eye contact, respectful volume, and clear body language.

Passive Communication

A submissive style using a quiet voice and hesitant speech.

Aggressive Communication

An abrasive style with loud speech, minimal personal space, and intimidating gestures.

Manipulative Communication

A one-sided style with ulterior motives that can seem patronizing.

Types of Communication Preferences

Visual, auditory, and kinesthetic.

Visual Communicators

Prefer to receive information through pictures, written information, and body language.

Auditory Communicators

Prefer to receive information by listening and processing spoken words.

Kinesthetic Communicators

Prefer to receive information through hands-on learning and physical activities.

Medical Assistants' Role

By paraphrasing, clarifying, asking questions, and actively listening.

Purpose of Screening Questions

To determine medical needs when scheduling appointments and office visits.

Open-ended Questions

Allow for more detailed responses.

Closed-ended Questions

Seek specific answers like 'yes' or 'no.'

Example of Open-ended Question

'Can you describe your symptoms?'

Example of Closed-ended Question

'Do you have a sore throat?'

Importance of Professional Boundaries

To ensure patient privacy and obtain only health-related information.

Asking About Pregnancy

When ordering radiology tests that could be affected by pregnancy.

Consideration of Patient Comprehension Level

Different patients, such as children and older adults, may require different approaches to understand medical information.

Responding to Frustrated Patients

With patience and empathy, understanding that frustration is not a personal attack.

Positive Reinforcement in Patient Communication

By encouraging healthy behaviors and reinforcing good health choices.

Adjusting Communication for Hearing Loss

Speak clearly while facing the patient to allow lip reading.

Lip reading accommodation

Speak clearly while facing the patient to allow lip reading.

Visually impaired patient accommodation

Provide larger print documents when needed.

Communication for cognitive impairment

Use words and phrases at a level they can comprehend.

Age consideration in communication

A 5-year-old and a 65-year-old require different communication approaches.

Ensuring patient understanding

Ask if they have any questions or need clarification.

Importance of nonverbal communication

It supports verbal messages and should not contradict the intended meaning.

Examples of nonverbal communication

Eye contact, facial expressions, posture, touch, gestures, and personal space.

Personal space in healthcare

Invading personal space can make a patient uncomfortable and hinder communication.

Effective use of silence

It gives the patient time to process information and re-engage.

Therapeutic touch

A comforting touch to reassure a patient, but always ask for consent first.

Communication differences

Patients understand lay terms better, while medical professionals use medical terminology.

Sharing medical information

A signed release of information form must be confirmed before sharing a patient's medical information with their family.

Effective communication style

Assertive communication is most effective among healthcare professionals.

Impact of stereotypes and biases

They can lead to assumptions that interfere with effective communication and patient care.

Preferred name, title, and pronouns

It is important to respect their gender identity and create a comfortable environment.

Addressing language barriers

Provide an interpreter if needed and use lay terms.

Assisting patients with physical impairment

Ask how they prefer to be assisted rather than assuming.

Presenting information to children

Use terms appropriate for their developmental level.

Strategies for hearing loss communication

Face them, enunciate words, and ask them to repeat information for understanding.

Cultural differences in communication

Different cultural beliefs influence how patients understand and respond to medical care.

Avoiding generalizations in healthcare

Affiliation with a group does not always dictate personal beliefs or medical decisions.

Cultural beliefs and pain communication

Some cultures view expressing pain as a sign of weakness.

Psychosocial care in healthcare

Providing psychological, social, and spiritual support to improve a patient's well-being.

Areas of psychosocial health

Mental health, spiritual health, social health, and emotional health.

Economic factors in healthcare decisions

Patients may delay or avoid treatment due to financial concerns.

Helping patients with financial difficulties

Provide information about available financial assistance and resources.

Sensitivity in healthcare

Cultural, religious, psychosocial, and economic sensitivity is essential in healthcare.

Cultural, religious, psychosocial, and economic sensitivity

Essential in healthcare as it improves the patient experience and healthcare outcomes.

Initiative to learn about cultural backgrounds

What healthcare professionals should do to better communicate with diverse patients.

Audio and visual components check

What should be checked at the beginning of a virtual visit to facilitate effective communication.

Nonverbal communication in virtual visits

Important as nonverbal cues such as appearance, facial expressions, gestures, and eye contact help improve communication.

Telehealth support for hearing impairments

Some telehealth platforms offer closed captioning, allowing patients to read live written captions during their visit.

Verbal communication in virtual visits

More critical than in-person visits because nonverbal cues are less noticeable, necessitating clear verbal communication.

HIPAA guidelines

Must be followed when speaking on the phone with patients or third-party payers to ensure privacy, security, and confidentiality.

Avoiding medical jargon in telephone communication

To ensure that patients can understand and communicate effectively.

Smiling while speaking on the phone

Helps convey a positive and professional tone in conversation.

Five Ps of telephone etiquette

Polite, Prepared, to the Point, Perceptive, cooPerative.

Common forms of written communication in healthcare

Emails, letters, faxes, and chat features.

Importance of grammatically correct written communication

Represents the medical assistant and the healthcare facility, adhering to professional standards.

Components of professional email communication

A subject line, salutation, concise message, proper closing, and contact information.

Avoiding abbreviations and slang in professional emails

To prevent misinterpretation and maintain professionalism.

Business letters in healthcare

Used for addressing third-party payers, notifying patients of past-due balances, requesting consultations, or informing patients of lab results.

Purpose of using certified mail for healthcare letters

To ensure the letter is received, especially for critical communications.

Common business letter formats

Full block format, Modified block format, Modified block with indented paragraphs, Simplified format.

Handling challenging conversations with patients

Should be done with patience, active listening, empathy, and collaboration to ensure the patient feels heard and understood.

Patient consent importance

To comply with patient privacy regulations and ensure health information is only shared with authorized individuals.

Key goal in healthcare communication

To maintain professionalism, respect, and openness to ensure quality patient care.

Importance of documentation in healthcare

If an event is not documented, it is considered as if it didn't happen. Documentation protects both the patient and the healthcare professional.

Details in an incident report

The date, time, persons involved, and a detailed overview of the conversation or occurrence.

Response to frustrated patients

With professionalism, composure, and respect, avoiding defensiveness and negative energy.

Improvement of communication with 'I' statements

They help avoid blame and defensiveness, making conversations more constructive (e.g., 'I understand that healthy eating can be difficult' instead of 'You have trouble making healthy eating decisions').

Key strategy for de-escalating conversations

Active listening, allowing the patient to vent, and maintaining a respectful and professional tone.

Involvement of a supervisor in conflict

When attempts at resolution have not helped in controlling the situation.

Common barriers to effective communication

Language differences, cultural differences, lack of personal boundaries, stereotypes, and judgments.

Goal of conflict resolution in healthcare

To reach a respectful and mutually satisfactory resolution that prioritizes quality patient care.

Methods of conflict resolution

Allowing expression of concerns, active listening, identifying possible solutions, and ensuring all involved parties are satisfied.

Action if a patient is not satisfied with a resolution

Provide a process for an unbiased review and potential alternative solutions.

Risk management in healthcare

The process of identifying and addressing potential hazards to ensure patient safety and a secure work environment.

Proactive prevention of safety incidents

By regularly assessing the environment for risks, such as loose cords or trip hazards, and implementing safety improvements.

Professionalism in a healthcare organization

Professionalism is a must in all aspects of the health care environment, including behaviors, appearance, communication, work ethic, and relationships.

Key components of professionalism

Behaviors, appearance, communication (verbal and written), voice tone, work ethic, and relationships.

Importance of professionalism for a medical assistant

The MA is often the first point of contact for patients, and maintaining professionalism helps build trust and a positive first impression.

Interaction of healthcare team members with patients

They should be courteous, knowledgeable, respectful, and maintain a positive and supportive attitude.

Key elements of professional presence in healthcare

Work ethic, positive demeanor, willingness to assist, cooperation, effective time management, and maintaining personal boundaries.

Importance of maintaining personal boundaries in healthcare

It ensures professionalism and keeps personal relationships separate from the work environment.

Contribution of dress and appearance to professionalism

It must align with professional standards and the policies of the health care organization.

Communication standards for healthcare professionals

They should follow professional standards at all times, regardless of how others behave.

Full block format

All lines are flush with the left margin.

Modified block format

The address and body are left justified, and the rest start at the center of the document.

Modified block format with indented paragraphs

The address is left justified and, the rest start at the center of the document with indented paragraphs.

Simplified format

The information is left justified, and it does not include a salutation or complimentary closing.