Communicating with Patients Chapter 8 Communicating with Patients Communicating with patients will be a big part of everyday activities for the medical assistant. Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 1

Role of the Medical Assistant in Patient Communication Apply principles of effective communication Actively listen Help give quality care Understand what patient is saying Anticipate patient needs Treat each patient as an individual Encourages good patient-physician relationship Discuss how communication affects quality care. Review the concept of active and passive listening skills. Why must all patients be treated as individuals? Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 2

Focus on Patient Meets patient needs Establishes rapport Satisfied with care Establishes rapport Feels respected Provides a sense of security Feels well-taken care of Ensures patient compliance Follow treatment plan Discuss your feeling when you do not feel someone is listening to you. What advantages are there to focusing on the patient’s concerns? What are some of the consequences if a patient does not feel the office staff is focusing on him/her? Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 3

Concept of Holistic Care Deals with all the health needs of the patient Physical Emotional Social Economic Spiritual Define holistic care. Why is the concept holistic care so important in the medical setting? Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 4

Positive Communication Techniques Discuss ways to utilize the techniques displayed in Table 8-1. Share other examples of how these techniques can be used. Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 5

Barriers to Effective Communication Using Table 8-2 what can happen to the patient-staff relationship if these barriers are used? Suggest ways to avoid using any of these barriers. Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 6

Five Ways to Improve Communication with Patients Use simple language Encourage written questions Communicate with patient at patient’s level Individualizes care Identify barriers for noncompliance Observe for problems with understanding Admit to not knowing everything No one knows everything What can happen to the communication process if these are not used? Do you agree or disagree with this statement: “A person cannot know everything.” Why or why not? What would you do if you did not know the answer to a patient’s question? So you agree or disagree with the statement, “A person cannot know everything.” Why or why not? Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 7

Categories of Patient Complaints Administrative complaints Unhappy with staff Miscommunication about billing Long waiting time; slow telephone response Medical complaints Dissatisfaction with appointment access Poor referral follow-up Quality of service by physician or clinical personnel Limitation or denial of benefits What perception does the patient have of the health care team when a patient’s complaints are handled immediately? How important is your body language when a patient is complaining about his/her care? Discuss how you would handle a patient’s complaint about a billing issue. Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 8

Handling Patient Complaints Take all complaints seriously Can lead to a lawsuit Be tactful and nonoffensive Listen to patient Alert physician and/or office manager May be able to diffuse situation Report and document negative statements made by patient Why is it important to take all patients’ complaints seriously? What type of body language should you avoid when a patient is complaining? How would you show the patient that you are taking the complaint seriously? Why is it important to not argue with the patient? Why is it important for the medical assistant to remain professional when the patient is angry? Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 9

Establishing Trust with Patients of Different Cultures Respect cultural beliefs Involve patient and family in decision-making process Ask patient’s opinion, encouraging discussion of care Do not question patient’s beliefs Be sensitive to patient’s needs Demonstrate active listening Discuss the importance of respecting cultural beliefs regarding health care. How do cultural beliefs affect a patient’s health care? Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 10

Accepting Different Cultures Eliminate stereotyping and discrimination Examine your feelings Show respect for patient’s point of view Everyone is an individual Be nonjudgmental Keep an open mind Listen to patient May learn something Define stereotyping. Define discrimination. Give an example of how a medical assistant can display being open-minded. Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 11

Caring for Patients with Special Needs Develop empathy Put yourself in patient’s situation Use tact Helps to reduce anxiety Be helpful Don’t rush Ask if patients need help before helping them How do empathy and sympathy differ and how are they alike? Give an example of being tactful. Why must the medical assistant always ask permission to help a patient? Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 12

Caring for the Visually Impaired Identify extent of disability Totally or partially blind Explain procedure before beginning Reduces anxiety Protect patient from injury Be specific with directions Provide patient with appropriate disability aids Large print, audio cassettes Speak in normal voice: visually impaired NOT hearing impaired How would you go about explaining to a visually impaired patient his or her surroundings? Why is it important to always explain the procedure to a patient prior to doing it? Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 13

Caring for the Hearing Impaired Identify extent of disability Directly face patient when speaking Speak clearly, using natural tone and rate Use hand gestures when appropriate Use visual examples and reading material Involve family members in patient care Explain ways to communicate to a hearing impaired patient. Why do visual examples help to communicate the idea? Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 14

Caring for Patients with Physical Disabilities Individualize care Encourage realistic goals Treat patient with respect Help patient become as independent as possible Why must patient care be individualized, especially when dealing with patients with disabilities? What types of physical disabilities might you encounter in a medical setting? Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 15

Caring for the Older Adult Speak clearly and slowly Realize that hearing loss occurs in aging Don’t shout or demoralize Be an empathic listener Shows patient recognition of problem Be patient Realize that one day you too will be an older adult What is the most important quality a medical assistant must have when caring for the older adult? Why? Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 16

Communicating with Elderly Patients There are many guidelines to follow when communicating with the older adult; which one do you find the most important? Why? Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 17

Caring for Pediatric Patients Communicate at their level of understanding Be familiar with growth and development stages Recognize that unfamiliar experiences frighten children Communicate effectively with parents Why is it important to be at eye level when speaking with a pediatric patient? Why is it important to build a rapport with a child before performing any procedure on him or her? Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 18

Communicating with Children Review growth and development stages of children. What guideline do you find to be the best when caring for pediatric patient’s? Why? Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 19

Communicating at the Patient’s Level of Understanding Assess patient Verbal and nonverbal Allow time Recall Processing Provide information Small Manageable portions Don’t overload What is happening to the communication process when a patient feels rushed? Why is feedback from a patient important? Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 20

Caring for Mentally Impaired Patients Patient learning Repetition Habit Atmosphere Relaxed Not stressful Increases cooperation Include caregiver Treat patient with respect Define developmentally delayed. Why is it important to include the caregiver in all discussions about health care? Why must the atmosphere be relaxed and non-distracting when dealing with mentally impaired patients? Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 21

The Developmentally Delayed Patient Behind in maturation Not in chronological age Areas of functioning involved Mental ability Physical Social Emotional What is maturation? Why must all areas of functioning be considered when caring for a patient who is behind in maturation? Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 22

Caring for the Developmentally Delayed Patient Communicate at patient’s level of maturation, not chronological age Provide caregivers with a list of community resources Support groups Special day care Why is it important to treat a patient at his or her level of maturation and not chronological age? What resources do you have in your community for the mentally challenged? Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 23

Effective Communication for Patient Teaching XXII. Effective communication for patient teaching A. All patients will benefit from the tips on effective communication for teaching How will you know that a patient is ready to learn? How would you provide positive feedback to a patient when teaching him/her how to give himself/herself an injection? Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 24

Importance of Patient Education Effective education helps patient understand: His or her illness Need for change and to comply with changes Must meet patient’s basic human needs Include various learning styles Cognitive learning Affective learning Psychomotor learning How can the medical assistant evaluate if the patient understands the process of changing a dressing? Review Maslow’s basic needs. Give examples of various learning styles. Give an example of an open-ended question when trying to get feedback from the patient on something you have taught. Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 25

Teaching Process Assess Make a plan Implement the plan Identify needs of the patient Make a plan Address learning style of the patient Implement the plan Demonstrate steps needed for the skill to be learned Evaluate the plan Ask open-ended questions; determines patient’s understanding How would you access the needs of the patient? How would you access the learning style of the patient? What is the value of having the patient demonstrate what he/she has learned? Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 26

Conclusion Communication: best tool the medical assistant can use in providing patient care Treat each patient as an individual Accept patient for who he or she is Treat with dignity How are your communication skills? What needs improvement? What are your strengths? Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 27