Patient Communication 101

Pre Question #1 ____ % of words in a message are conveyed through verbal communication? 38% 7% 55% None of the above

Communication is a one-way street? Pre Question #2 Communication is a one-way street? True False

The most common forms of communication are: Pre Question #3 The most common forms of communication are: verbal, written and through body language verbal and written verbal, written, visual and non-verbal verbal, non-verbal and visual

Pre Question #4 The telephone is the window into the practice and the doorway for your patients? True False

___% conveys the message received through tone of voice? Pre Question #5 ___% conveys the message received through tone of voice? 55% 15% 18% 38%

Body language is perceived through which of the following? Pre Question #6 Body language is perceived through which of the following? gestures, facial expressions and physical appearance talking, reading, gestures, posture posture and singing sitting and reading

What is Communication? Communication: The imparting or interchange of thoughts, opinions, or information by speech, writing, or signs. Communication is a two-way street involving a sender and a receiver.

The Most Common Forms of Communication Verbal Non-Verbal Written Visual

Verbal Communication Verbal conversation can be over the phone, in person or a video conference. Only 7% of communication is conveyed through words. 38% of communication is received through tone of voice.

Non-verbal Communication 55% of communication is non-verbal through body language Perceived through: Gestures Facial expressions Physical appearance

Written Communication Letters E-mail Text The tone is interpreted by the reader, so make sure your word choice is clear and concise.

Visual Communication The use of visual aids help to organize information for the patient. The use of visual aids: Charts Graphs Tables Spreadsheets

Basic Fundamentals of Telephone Skills Listening Speaking Remember – communication is a two-way street; a sender of information and the receiver of that information sent.

Listening The telephone is the window into the practice and the doorway for your patient’s. This is the patient’s first impression of your practice. Try to put yourself in the patient’s position.

Speaking Voice tone and words are the obvious tools we use in our telephone conversations however, smiling can make all the difference in the world to the listener on the other end. A smile can carry 55% of the message.

Inbound Calls The call should be answered professionally, courteously and welcoming. Manners make a difference! Quickly assess the reason for the call. Transfer to appropriate personnel.

Outbound Calls Know who you are speaking to on the phone. Listen – really hear what they are saying and acknowledge it. Ask questions to clarify their concerns. Always follow through – under promise and over deliver.

The Patient Experience

Making the Appointment Greeting Accurately getting chief complaint and symptoms. Agree on date and time. Confirm the appointment.

Check-in Process Acknowledge the patient both verbally and non-verbally. Confirm/Update insurance and patient demographics. Communicate with the patient: if the provider is behind, inform the patient and offer them a magazine, coffee or both.

Patient Intake Update medication list. Update medical history. Confirm chief complaint. Document pertinent information which needs to be relayed to the provider. Vitals Reassure the patient that they are in good hands.

Visit with the Provider Medical Assistant’s should: Provide necessary paperwork to the provider. Lab results (from another provider) Documentation (ER release forms, specialist visit notes, etc.) Keep an open line of communication with the provider. Confirm verbal orders for procedures, labs, tests, etc. Inform provider when procedures/tests are complete. Follow up with the provider prior to patient check-out.

Check-Out Process Greet the patient in a friendly manner Confirm that the patient has all necessary paperwork prior to leaving. Schedule a follow-up appointment (if necessary). Ensure patient prescriptions have been filled. Conclude the visit

____ % of words in a message is conveyed through verbal communication? Pre Question #1 ____ % of words in a message is conveyed through verbal communication? 38% 7% 55% None of the above

Communication is a one-way street? Pre Question #2 Communication is a one-way street? True False

The most common forms of communication are: Pre Question #3 The most common forms of communication are: verbal, written and through body language verbal and written verbal, written, visual and non-verbal verbal, non-verbal and visual

Pre Question #4 The telephone is the window into the practice and the doorway for your patients? True False

___% conveys the message received through tone of voice? Pre Question #5 ___% conveys the message received through tone of voice? 55% 15% 18% 38%

Body language is perceived through which of the following? Pre Question #6 Body language is perceived through which of the following? gestures, facial expressions and physical appearance talking, reading, gestures, posture posture and singing sitting and reading

Bee Caves Family Practice CONTACT INFORMATION Sara M. Coleman, CISR Office Manager Bee Caves Family Practice 1008 RR 620 South, Suite 200 Lakeway, TX 78734 P: 512-263-9072 ext. 208 ssimien@beecavesfamilypractice.com