CHAPTER Communication with Patients, Families, and Coworkers © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-2 Learning Outcomes 4.1 Identify elements of the communication circle 4.2 Understand and define the developmental stages of the life cycle 4.3 Give examples of positive and negative communication © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-3 Learning Outcomes (cont.) 4.4 List ways to improve listening and interpersonal skills 4.5 Explain the difference between assertiveness and aggressiveness 4.6 Give examples of effective communication strategies with patients in special circumstances © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-4 Learning Outcomes (cont.) 4.7 Discuss ways to establish positive communication with coworkers and management 4.8 Describe how the office policy and procedures manual is used as a communication tool in the medical office © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-5 Learning Outcomes (cont.) 4.9 Describe community resources and how they enhance the services provided by your office 4.10 Explain how stress relates to communication and identify strategies to reduce stress © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-6 Introduction • Medical assistants must – Recognize human behaviors – Communicate effectively, with professionalism and diplomacy – Recognize obstacles that affect therapeutic communication © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-7 Communicating with Patients and Families • You are the key communicator between the physician and patient • Your interaction sets the tone for the office visit • Developing strong communication skills is just as important as mastering administrative and clinical skills Communication will influence how comfortable the patient feels in your practice © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-8 Communicating with Patients and Families (cont.) • Customer service – Most important part of communication Pati ent s a re #1! – Two points fundamental to customer service • The patient comes first • Patient needs are satisfied © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-9 Communicating with Patients and Families (cont.) • Examples of customer service – Telephone techniques – Writing or responding to telephone messages – Explaining procedures to patients – Assisting with billing issues – Creating a warm and reassuring environment © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-10 Apply Your Knowledge What are the two key parts of customer service? ANSWER: The two fundamental parts of customer service are that the patient comes first and you must satisfy patient needs © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-53 Personnel Management • Employee – Relations – Benefits – Performance • Hiring • Training • Compensation • Other administrative tasks © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-54 Personnel Management (cont.) • Employee orientation – Stress competencies • Teamwork • Policies/procedures • Cross-training © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-55 Personnel Management (cont.) • Successful hiring – Find the most qualified person for the job – Scrutinize and check references carefully – Have a salary range – Discuss policies and procedures early – Train properly and re-train © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-56 Apply Your Knowledge What is employee orientation essential to? ANSWER: Personnel management What should be stressed during employee orientation? ANSWER: Competencies of teamwork, policies and procedures, and cross-training Good Answers! © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-57 Managing Stress • Stress can be a barrier to communication • Stress can occur – Due to a feeling of being under pressure – As a reaction to anger, frustration, or change in routine • Stress is normal – Motivating – More productive © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-58 Managing Stress (cont.) • Ongoing stress – Overwhelming – Physical effects • Reducing stress – Consider your strengths and limitations – Be realistic about commitments both at work and in your private life – Techniques to reduce stress © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-59 Apply Your Knowledge List three things you can to relieve stress ANSWER: Any of the following can help you reduce stress: • Exercise regularly  Change what you have control over • Eat a balanced diet  Keep focused • Get enough sleep  Identify sources of conflict • Set realistic goals  Maintain a sense of humor • Be organized  Try not to overreact © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-60 Burnout • Burnout is the end result of prolonged periods of stress without relief • Type A personality – Highly driven, perfectionist-type person – More susceptible to burnout • Type B personality – More relaxed, calm, “laid back” – Less prone to burnout © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-61 Burnout (cont.) • Stages to burnout – Honeymoon – Awakening – Brownout – Full-scale burnout – Phoenix phenomenon © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-62 Preventing Burnout • Take time to rest and relax • Be realistic about job expectations, your aspirations, and your goals • Create a balance in life © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-63 Apply Your Knowledge What are the phases of burnout? ANSWER: The phases of burnout are • Honeymoon • Awakening • Brownout • Full-scale burnout • Phoenix phenomenon © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-64 In Summary 4.1 The communication circle involves a message being sent, a source, and a receiver that responds 4.2 It is important for the medical assistant to understand the development of the life cycle as it will assist in communication skills with patients 4.3 Communication that promotes comfort and well being is considered positive communication Medical assistants may not be aware of some of the signs of negative communication they display © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-65 In Summary (cont.) 4.4 Listening and other interpersonal skills can be improved by becoming more involved in the communication process 4.5 Assertive medical professionals trust their instincts Aggressive medical professionals try to impose their positions through manipulation techniques 4.6 Learning about the special needs of patients and polishing your communication skills will help you become an effective communicator © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-66 In Summary (cont.) 4.7 The quality of communication you have with your coworkers and your supervisor greatly influences the development of a positive or negative work climate 4.8 The policy and procedure manual is a key communication tool 4.9 Community resources are available in your local area to patients who may need additional outside resources 4.10 Stress can be good or bad However, it is how we handle stress that makes the difference © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4-67 End of Chapter Often during life-altering experiences, patients and their loved ones need a shoulder to cry on or someone to comfort them It is important for them to know support is there —Lindsey D Fisher (The Healers Art) © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed [...]... Warmth and friendliness – Empathy – Respect – Genuineness – Openness – Consideration and sensitivity © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4- 24 Therapeutic Communication • The ability to communicate with patients – In terms they can understand – So they feel at ease and comfortable • The ability to communicate with other members of the health-care team – Technical terms – Appropriate... reserv ed 4- 31 Communication: – Angry Patient   Goal is to help the patient express anger constructively Steps in communicating with an angry patient – Recognize anger and its cause – Ask patient to be specific concerning cause – Remain calm and demonstrate respect – Present your point of view – Avoid breakdown of communication – Leave if you feel physically threatened – Focus on physical and medical. .. -Hill Com panie s, Inc A ll rights reserv ed 4- 27 Defense Mechanisms • Unconscious, designed to protect self • Patients may display – Compensation – Denial – Displacement – Dissociation – Identification – Introjection – Projection © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4- 28 Assertiveness Skills  Assertive – people who are firm and stand by principles while still showing respect... 4- 22 Improving Communication Skills • Listening skills – Passive listening – Active listening • Improve listening skills – Prepare to listen – Relax and listen attentively – Maintain eye contact – Maintain personal space – Think before you respond – Provide feedback © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4- 23 Improving Communication Skills (cont.) • Interpersonal skills –. .. quarrelsome, and does not consider others’ feelings, needs, thoughts, ideas, or opinions © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4- 30 Communication – Anxious Patient • Can interfere with communication process – May not listen well or pay attention to what you are saying • Observe for – Tense appearance – Increased blood pressure and breathing – Sweaty palms – Irritability and agitation... threatened – Focus on physical and medical needs – Maintain adequate personal space – Do not take anger personally © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4- 32 Communication – Patients from Other Cultures • Each patient has his or her own behaviors, traditions, and values – Strive to understand and be tolerant • Stereotyping – Negative statement about specific traits of a group... Generalization – Statement about common trends within a group © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4- 33 Communication – Other Cultures (cont.) • Attitudes about health care • Language barriers • Beliefs about causes of illness • Symptoms and what they mean • Treatment expectations © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4- 34 Communication – Patients with Visual... and development enhances communication skills – Physical development – Psychological and emotional growth • Guidelines for communication based on developmental stage – – – – – – Infant Toddler Preschooler School age Adolescence Young, middle, old adult © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4- 15 Maslow’s Hierarchy of Human Needs Self-Actualization Esteem Needs Love/Belonging... reserv ed 4- 13 Apply Your Knowledge What are the three elements of the communication circle? ANSWER: The three elements of the communication circle are the message, source, and receiver RIGHT! © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4- 14 Human Behavior: Stages of the Life Cycle • Understanding growth and development enhances communication skills – Physical development – Psychological... sounds first • Verify understanding • Use written material • Speak clearly but do not shout © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 4- 36 Communication – Mentally or Emotionally Disturbed • Determine what level of communication the patient can understand • Suggestions – Remain calm if the patient becomes agitated or confused – Avoid raising your voice – Avoid appearing impatient