EMR 7

Electronic Medical Records Lecture

  • Instructor: Dr. Omar Nakshabandi, B.Sc, M.Sc Computer Engineer, PhD Management Information Systems

Professional Telephone Techniques

  • Demonstration of Techniques: Importance of documenting telephone messages accurately.

Introduction to Telephone Communication

  • The telephone as a critical piece of communication equipment;

  • Often the first interaction a patient has with a physician’s office;

  • Patients expect specific etiquette during calls;

  • Importance of maintaining appropriate telephone voice with proper etiquette: diction, pitch, tone, enunciation, volume, speed, and pronunciation;

  • Administrative assistants must be attentive listeners and answer calls professionally.

Effective Listening Etiquette

  • Techniques:

    • Understand if a call is an emergency;

    • Allow patients or physicians to finish their thoughts;

    • Summarize or repeat the caller’s requests to ensure understanding.

Telephone Voice Etiquette

  • Greeting Patients:

    • Pleasant voice is crucial;

    • Proper pronunciation, pleasant pitch, positive tone, intelligible voice, appropriate loudness, and clear speed are essential;

    • Key Elements:

      • Diction: Proper pronunciation for clarity;

      • Pitch: Should be pleasing to avoid discomfort;

      • Tone: Maintain positivity and respect;

      • Enunciation: Clarity is key;

      • Loudness: Balance to avoid negative impressions;

      • Speed: Clear pacing ensures understanding;

      • Pronunciation: Shows respect for the patient.

Answering the Telephone Professionally

  • Answer calls within 2-3 rings;

  • Prioritize the first caller unless emergency;

  • Always ask permission before placing a caller on hold;

  • Identify the facility, then your own name when answering;

  • Use the caller’s name throughout the conversation.

Automated Voice Response Units

  • Use in Medical Offices:

    • Allows routing of calls through menu options;

    • First option should always address emergencies;

    • Include option to reach a live operator (dial zero);

    • Personal touch from human interaction is vital despite productivity.

Voicemail and Answering Services Etiquette

  • Voicemail and Answering Machines: Use when the office is closed;

    • Provides a way to leave messages for follow-up;

    • Answering Services: Helps with urgent conversations after hours.

Emergency Call Triage Techniques

  • Gather details about symptoms and condition in emergencies;

  • Immediate issues requiring calling 911 include:

    • Unconsciousness, breathing problems, severe bleeding, persistent abdominal pain, severe vomiting, poisoning, critical injuries, severe allergic reactions, heart attacks, strokes, etc.

Documenting Calls

  • Importance of documenting patient phone calls as thoroughly as in-person visits;

  • Adage: If not documented, it did not happen;

  • Protocols for call documentation enhance clarity and avoid disputes.

Call Documentation Procedures

  • Record details in the patient’s record;

    • Document instructions and patient’s understanding;

    • Include the staff member's name who took the call;

    • Note requests, concerns, and all follow-up conversations;

    • Include calls with family members (name and relationship);

    • Advise patients when you will return their calls rather than asking them to call back.

Electronic Medical Records Q&A

Q: What is the significance of the telephone in a medical office?

A: The telephone is the first interaction a patient has with a physician’s office, highlighting the need for specific etiquette during calls.

Q: What are the expectations regarding telephone communication skills?

A: It’s essential to maintain appropriate telephone voice qualities: diction, pitch, tone, enunciation, volume, speed, and pronunciation. Administrative assistants should also be attentive listeners and answer calls professionally.

Q: What are effective listening etiquette techniques?

A: 1. Determine if the call is an emergency. 2. Allow the caller to finish their thoughts. 3. Summarize or repeat the caller’s requests to ensure understanding.

Q: How should patients be greeted when answering the phone?

A: Use a pleasant voice with proper pronunciation, a positive tone, and clear speed.

Q: What are the key elements of telephone voice etiquette?

A:

  • Diction: Proper pronunciation for clarity.

  • Pitch: Should be pleasing to avoid discomfort.

  • Tone: Maintain positivity and respect.

  • Enunciation: Clarity is key.

  • Loudness: Balance to avoid negative impressions.

  • Speed: Clear pacing ensures understanding.

Q: What are the steps to answering the telephone professionally?

A: 1. Answer calls within 2-3 rings. 2. Prioritize the first caller unless it’s an emergency. 3. Ask for permission before placing a caller on hold. 4. Identify the facility and your name when answering. 5. Use the caller’s name throughout the conversation.

Q: What is the purpose of Automated Voice Response Units in medical offices?

A: They route calls through menu options while addressing emergencies and providing an option to reach a live operator, although human interaction remains vital.

Q: What etiquette should be followed for voicemail and answering services?

A: Voicemail should be used when the office is closed, allowing messages for follow-up. Answering services are useful for urgent conversations after hours.

Q: What are emergency call triage techniques?

A: Gather details about symptoms and conditions. Immediate issues requiring calling 911 include:

  • Unconsciousness

  • Breathing problems

  • Severe bleeding

  • Persistent abdominal pain

  • Severe vomiting

  • Poisoning

  • Critical injuries

  • Severe allergic reactions

  • Heart attacks

  • Strokes

Q: Why is documenting calls important?

A: Documenting patient phone calls thoroughly is crucial as it ensures clarity and avoids disputes, adhering to the principle: "If not documented, it didn’t happen."

Q: What procedures should be followed for call documentation?

A: 1. Record details in the patient’s record. 2. Document instructions and patient’s understanding. 3. Include the staff member's name who took the call. 4. Note requests, concerns, and follow-up conversations. 5. Include calls with family members (name and relationship). 6. Advise patients of expected return calls rather than asking them to call back.