Communications and Professionalism (FINAL)

Communications

Sending and receiving a message with the primary intention of effectively transferring context.

What should you consider when communicating with patients?

• Language

• Not using complex medical terms

• Advanced medical terminology

• Anatomical directions

Types of communication

• Verbal

• Written

• Nonverbal

Main goal of communications

To relay patient information and instructions about their health care services.

This also includes effectively communicating with other members of the healthcare team.

Complexities and challenges when communicating with a patient

• Pain or discomfort

• Upcoming treatments

• Scheduling challenges

• Financial implications

Therapeutic communication

Interaction between a patient and a medical professional focused on improving the physical and emotional well-being of the patient.

The start of communication cycle

You must have a sender of the information, the sender initiates a conversation.

Verbal communication

• Face-to-face

• Over the phone

• Videoconferencing

• Can be oral or written

Nonverbal communication

• Written

• Facial expressions

• Gestures

• Body language

• Tone

• Rate of speech

Barriers to communication

• Noise

• Language

• Culture

• Sensory impairments

Second step of communication cycle

The receiver who decodes the message.

Decode

To translate the message, so it can be understood better.

Last step of communication cycle

Feedback from the receiver.

Types of Communication styles

• Passive

• Aggressive

• Passive-aggressive

• Manipulative

• Assertive

Passive

Includes the individual avoiding expressing feelings or thoughts, not protecting their rights, and not having their needs met.

Aggressive

The person can be hostile or argumentative and tend to believe their rights and feelings are the only ones that matter.

Passive-aggressive

The person presents in a calm and relaxed manner, but they are upset and frustrated and may use sarcasm or arguments when trying to present information.

Empathy

The ability to understand the perspective, drives, and experience of another person.

Manipulative

This person will do whatever they feel is needed to get what they need and deserve.

To achieve effective communication

• Be an active listener

• Choose the best method of communication

• Encourage feedback

• Be aware of body language

• Make sure the message is clear and concise

• Speak in clear

Active listening

• Gather information and demographics when calls are made to book an appointment

• The check-in process

• Educating the patient during and after the health care appointment

• Responding to telephone inquiries

• Collect patient financial responsibilities for appointment or explaining finances

Active listening can be achieved by

• Paying attention to the individual communicating the message

• Be aware of the one’s appearance and facial expressions

• Make eye contact

• Be aware of body movements and gestures

• Maintain a comfortable distance

• Establish interactions with the patient

What does active listening include?

Empathy and undivided attention free from distractions and interruptions.

Questioning techniques

• Open-ended questions

• Closed-ended questions

• Probing questions

Open-ended questions

Questions that encourage the patient to discuss a topic.

Closed-ended questions

Direct questions with a specific answer and do not encourage further discussion.

Probing questions

Questions that can lead to the need to delve deep into topics.

Scope and permitted questions

• Depend on individual situations and needs

• All questions should relate to the health care experience

• They relate to health and wellness

• Professional relationships with patients by staying within the scope of practice and asking permitted questions

• Avoid volunteering any personal information, even if it could give comfort to the patient

Physical boundaries

• Refer to an individual’s physical space

• Many times, when someone gets too close, some individuals feel unsafe

Empathy and compassion

• Able to put yourself in the patient’s shoes when translating the message being shared

• Lets the patient know you are concerned for them and helps to communicate effectively with them

Steps to relaying information accurately and correctly are

1. Identifying the type of message you are sending

2. Consider receiver’s culture and environment

3. Choose a delivery method such as one-on-one or team meetings

How can the CMAA communicate and help educate the patients regarding their health care, diagnoses, plans, and treatments?

• Provide written and verbal instructions to the patient for pre-and-post tests and procedures

• Providing patient information or instructions can be completed electronically or by verbal or written communication

Which parts of the health care experience are CMAAs engaged in?

From the beginning when the patient contacts the health care organization to establish care and throughout the whole process until the end when the reimbursement has been received, and continuity of care continues.

How can you establish a professional boundary?

By keeping your personal and professional lives separate.

What areas is it important to be professional in?

• Appearance

• Hygiene

• Demeanor

• Professional boundaries

• Language

• Tone

• Choices

• Actions

• Behavior

• Speech

Professional written communication

Emails, chat, and intraoffice messaging are held to professional standards. These communication methods should be used for personal reasons or to share personal information by any health care team member. It is important to note that there is an audit trail that be reviewed at any time.

Ways to project a professional appearance

• Adhering to the dress code

• Keeping hair clean and away from face

• Keeping fingernails neat and clean

• Displaying correct posture which reflects confidence

Techniques for Difficult Situations

• Remain professional

• Understand that the anger is not personal and remain calm

• Let the patient speak and listen without interruptions

• Express empathy using a genuinely warm voice tone

• Problem-solve whenever possible

• Refer to health care organization policy

Conflict Resolution

A skill that will be used in any challenging situation.

Conflict Resolutions skills include:

• Courtesy

• Calmness

• Lower vocal tone

• Patience

• Active listening

• Empathy

When should the CMAA escalate a problem situation to their supervisor?

After they have tried listening, speaking calmly, and trying to resolve the situation but the patient is still very frustrated and upset.

When a situation with a conflict has ben resolved, what is important to document in the patient’s record?

The facts of the situation, the communications exchanged, and the solution should all be documented in the patient’s record.

A CMAA’s responsibility include collecting information for the health care process without…

Stereotypes, judgment, biases, or assumptions.

Stereotyping

When an individual makes assumptions based on another individual’s age, skin color, religion, or gender.

Benefits of an interpreter when there is a language barrier present

• They can effectively communicate between the health care professional and the patient

• Health care providers and insurance companies that receive federal assistance must provide patients with a qualified medical interpreter

How can interpreting be delivered?

In person, by telephone, or by remote video.

Culture

• Values, beliefs, ideas, customs, and characteristics passed from one generation to the next.

• Be open and honest with the patient to ensure their preferences are being addressed.

Gender Identity

Ask the patient about their preference for name, pronouns, and other distinguishing factors to show respect.

Ethnicity

Classification of people based on national origin and/or culture.

Gender pronoun

she, her, hers, he, him, his, they, them, theirs

Disabilities 

• Communicate at a level consistent with their abilities and skills

• Some patients have another person who has authority over medical decisions and will accompany them to the visit

• When appropriate, the medical professional should relay the information to the patient as well as medical decision maker

How should you communicate with a patient that has disabilities?

Use short sentences and simple words but avoid speaking down to them.

Why should you be aware of cultural differences?

Gestures or physical contact can have different meaning depending on an individual’s culture.

What should be done when adult patients bring other to their appointment?

• Ask about the nature of the relationship

• Speak to the person who has accompanied the patient to the appointment

• Ask the patient if they would like the person accompanying them to come in the examination room with them

How can electronic communication be accomplished?

By email, secure messaging within the electronic health record, attachments, and fax transmissions.

Telecommunications and Email Etiquette

• Always follow up to verify the information was received and understood by the patient

• Patient forms that require a signature can be signed electronically or scanned into the electronic health record

Netiquette

Courtesy rules for effectively communicating using an online format.

Release form

Signed by patient when information must be communicated to an outside source, not a health care covered entity.

Covered entity

Any health care facility, provider, pharmacy, health plan that transmits protected health information electronically.

Why should communication follow the rules of netiquette and HIPPA?

To ensure that information is handled appropriately to protect the patient’s privacy.