1. © 2004 Elsevier, Inc. All rights reserved. Slide 0 © 2004 Elsevier, Inc. All rights reserved.

2. Slide 1 Communication Devices and their Uses Eight rules of telephone etiquetteEight rules of telephone etiquette Planning a telephone call to a doctor’s officePlanning a telephone call to a doctor’s office Six items to record when taking telephone messagesSix items to record when taking telephone messages Unit intercomUnit intercom Two methods of pagingTwo methods of paging Copy and shredder machinesCopy and shredder machines Use of fax machineUse of fax machine(Cont’d…) Eight rules of telephone etiquetteEight rules of telephone etiquette Planning a telephone call to a doctor’s officePlanning a telephone call to a doctor’s office Six items to record when taking telephone messagesSix items to record when taking telephone messages Unit intercomUnit intercom Two methods of pagingTwo methods of paging Copy and shredder machinesCopy and shredder machines Use of fax machineUse of fax machine(Cont’d…)

3. © 2004 Elsevier, Inc. All rights reserved. Slide 2 Communication Devices and their Uses (…Cont’d) Transport devicesTransport devices Nursing unit computerNursing unit computer Guidelines for use of e-mailGuidelines for use of e-mail Census boardCensus board Bulletin boardBulletin board Other communication devices used by the health unit coordinatorOther communication devices used by the health unit coordinator(…Cont’d) Transport devicesTransport devices Nursing unit computerNursing unit computer Guidelines for use of e-mailGuidelines for use of e-mail Census boardCensus board Bulletin boardBulletin board Other communication devices used by the health unit coordinatorOther communication devices used by the health unit coordinator

4. © 2004 Elsevier, Inc. All rights reserved. Slide 3 TelephoneTelephone ComputerComputer FaxFax PagersPagers IntercomIntercom Tube system - dumb waiterTube system - dumb waiter Copy and shredder machinesCopy and shredder machines Nursing unit census and bulletin boardsNursing unit census and bulletin boards TelephoneTelephone ComputerComputer FaxFax PagersPagers IntercomIntercom Tube system - dumb waiterTube system - dumb waiter Copy and shredder machinesCopy and shredder machines Nursing unit census and bulletin boardsNursing unit census and bulletin boards Communication Devices in Hospitals

5. © 2004 Elsevier, Inc. All rights reserved. Slide 4 The manner in which you identify yourself and address the caller is the caller’s first clue about your professional identity, your self-esteem, your mood, your expectations and your willingness to continue the communication. At this time you are conveying to the caller an image of the hospital.The manner in which you identify yourself and address the caller is the caller’s first clue about your professional identity, your self-esteem, your mood, your expectations and your willingness to continue the communication. At this time you are conveying to the caller an image of the hospital.(Cont’d…) (Cont’d…) Telephone Etiquette

6. © 2004 Elsevier, Inc. All rights reserved. Slide 5 (…Cont’d) Answer promptly with a smileAnswer promptly with a smile Identify yourself (location, name and title)Identify yourself (location, name and title) Speak into the phoneSpeak into the phone Give undivided attention to the callerGive undivided attention to the caller Speak clearly and distinctly (no food or gum)Speak clearly and distinctly (no food or gum) Always be courteousAlways be courteous When you do not know, state that you willWhen you do not know, state that you will find someone who does If necessary to step away, place caller on hold (after asking and getting positive reply)If necessary to step away, place caller on hold (after asking and getting positive reply)(Cont’d…)(…Cont’d) Answer promptly with a smileAnswer promptly with a smile Identify yourself (location, name and title)Identify yourself (location, name and title) Speak into the phoneSpeak into the phone Give undivided attention to the callerGive undivided attention to the caller Speak clearly and distinctly (no food or gum)Speak clearly and distinctly (no food or gum) Always be courteousAlways be courteous When you do not know, state that you willWhen you do not know, state that you will find someone who does If necessary to step away, place caller on hold (after asking and getting positive reply)If necessary to step away, place caller on hold (after asking and getting positive reply)(Cont’d…) Telephone Etiquette

7. © 2004 Elsevier, Inc. All rights reserved. Slide 6 (…Cont’d) Set the stage for a clear understanding about the nature of the callSet the stage for a clear understanding about the nature of the call Eliminate anxiety on the part of the callerEliminate anxiety on the part of the caller Create a professional and/or informal, friendly toneCreate a professional and/or informal, friendly tone Eliminate guesswork and save timeEliminate guesswork and save time Indicate you are a responsible/informed personIndicate you are a responsible/informed person Prompt the caller to identify him or herselfPrompt the caller to identify him or herself(…Cont’d) Set the stage for a clear understanding about the nature of the callSet the stage for a clear understanding about the nature of the call Eliminate anxiety on the part of the callerEliminate anxiety on the part of the caller Create a professional and/or informal, friendly toneCreate a professional and/or informal, friendly tone Eliminate guesswork and save timeEliminate guesswork and save time Indicate you are a responsible/informed personIndicate you are a responsible/informed person Prompt the caller to identify him or herselfPrompt the caller to identify him or herself Telephone Etiquette Proper Identification Can:

8. © 2004 Elsevier, Inc. All rights reserved. Slide 7 Ask if the caller will hold, but don’t wait for an answerAsk if the caller will hold, but don’t wait for an answer Leave the caller unattended on the line over 30 secondsLeave the caller unattended on the line over 30 seconds Don’t apologize for the delayDon’t apologize for the delay Don’t give them an option to return the callDon’t give them an option to return the call Cut the caller off in mid-sentenceCut the caller off in mid-sentence Ask if the caller will hold, but don’t wait for an answerAsk if the caller will hold, but don’t wait for an answer Leave the caller unattended on the line over 30 secondsLeave the caller unattended on the line over 30 seconds Don’t apologize for the delayDon’t apologize for the delay Don’t give them an option to return the callDon’t give them an option to return the call Cut the caller off in mid-sentenceCut the caller off in mid-sentence How to Drive the Caller Crazy

9. © 2004 Elsevier, Inc. All rights reserved. Slide 8 Allows you to answer other linesAllows you to answer other lines Protects patient confidentialityProtects patient confidentiality When placing a caller on hold:When placing a caller on hold:  Make a note of who is on which line  Return to caller on hold every 30 seconds and ask if he or she wants to remain on hold or leave a message or number for return call  Always apologize for any delay Allows you to answer other linesAllows you to answer other lines Protects patient confidentialityProtects patient confidentiality When placing a caller on hold:When placing a caller on hold:  Make a note of who is on which line  Return to caller on hold every 30 seconds and ask if he or she wants to remain on hold or leave a message or number for return call  Always apologize for any delay Hold Button

10. © 2004 Elsevier, Inc. All rights reserved. Slide 9 Have patient’s chart handy to locate information as neededHave patient’s chart handy to locate information as needed Note main points you wish to discussNote main points you wish to discuss Write the doctor’s telephone number down in case a return call is necessaryWrite the doctor’s telephone number down in case a return call is necessary Note the name of the person requesting the callNote the name of the person requesting the call Notify the person who requested the call when you place the call so he or she will stay close byNotify the person who requested the call when you place the call so he or she will stay close by Have patient’s chart handy to locate information as neededHave patient’s chart handy to locate information as needed Note main points you wish to discussNote main points you wish to discuss Write the doctor’s telephone number down in case a return call is necessaryWrite the doctor’s telephone number down in case a return call is necessary Note the name of the person requesting the callNote the name of the person requesting the call Notify the person who requested the call when you place the call so he or she will stay close byNotify the person who requested the call when you place the call so he or she will stay close by Planning Telephone Calls to Doctor’s Office Regarding a Patient

11. © 2004 Elsevier, Inc. All rights reserved. Slide 10 Always record the following information: Who the message is forWho the message is for Caller’s nameCaller’s name Date and time of callDate and time of call Purpose of callPurpose of call If return call is expected - record numberIf return call is expected - record number Write your name on the message (in case there are questions)Write your name on the message (in case there are questions) Always record the following information: Who the message is forWho the message is for Caller’s nameCaller’s name Date and time of callDate and time of call Purpose of callPurpose of call If return call is expected - record numberIf return call is expected - record number Write your name on the message (in case there are questions)Write your name on the message (in case there are questions) Taking Messages

12. © 2004 Elsevier, Inc. All rights reserved. Slide 11 Repeat information back to the caller, ask and record the name of the person giving information.Repeat information back to the caller, ask and record the name of the person giving information.  Notify appropriate personnel When calling with information, ask the person to read information back to you, ask and record the name of the person taking information. (Give your name as well.)When calling with information, ask the person to read information back to you, ask and record the name of the person taking information. (Give your name as well.) Repeat information back to the caller, ask and record the name of the person giving information.Repeat information back to the caller, ask and record the name of the person giving information.  Notify appropriate personnel When calling with information, ask the person to read information back to you, ask and record the name of the person taking information. (Give your name as well.)When calling with information, ask the person to read information back to you, ask and record the name of the person taking information. (Give your name as well.) Taking a Report or Lab Results

13. © 2004 Elsevier, Inc. All rights reserved. Slide 12 Speak slowly and distinctlySpeak slowly and distinctly Leave name and telephone number – if long message – at the beginning and repeat at end of messageLeave name and telephone number – if long message – at the beginning and repeat at end of message Speak slowly and distinctlySpeak slowly and distinctly Leave name and telephone number – if long message – at the beginning and repeat at end of messageLeave name and telephone number – if long message – at the beginning and repeat at end of message Leaving a Voice Mail Message

14. © 2004 Elsevier, Inc. All rights reserved. Slide 13 Used to communicate between the nurses’ station and patients’ rooms on a nursing unitUsed to communicate between the nurses’ station and patients’ rooms on a nursing unit A buzzer and/or light on the intercom alerts you that someone has activated his or her call systemA buzzer and/or light on the intercom alerts you that someone has activated his or her call system HUC may also use the intercom to locate nursing personnelHUC may also use the intercom to locate nursing personnel Used to communicate between the nurses’ station and patients’ rooms on a nursing unitUsed to communicate between the nurses’ station and patients’ rooms on a nursing unit A buzzer and/or light on the intercom alerts you that someone has activated his or her call systemA buzzer and/or light on the intercom alerts you that someone has activated his or her call system HUC may also use the intercom to locate nursing personnelHUC may also use the intercom to locate nursing personnel Unit Intercom

15. © 2004 Elsevier, Inc. All rights reserved. Slide 14 DigitalDigital VoiceVoice Computer activatedComputer activated Used to page doctors, ancillary personnel and sometimes nurses Wait 5 - 10 minutes between pages - some hospitals use codes indicating urgency (1 - stat, 2 - ASAP, 3 - routine) DigitalDigital VoiceVoice Computer activatedComputer activated Used to page doctors, ancillary personnel and sometimes nurses Wait 5 - 10 minutes between pages - some hospitals use codes indicating urgency (1 - stat, 2 - ASAP, 3 - routine) PagersPagers

16. © 2004 Elsevier, Inc. All rights reserved. Slide 15 Overhead paging is usually reserved for emergencies is hospitalsOverhead paging is usually reserved for emergencies is hospitals Intercom system (patient room to nursing station or nursing station to patient room) is used to communicate with patients and may also be used to locate a nurse (would keep information selective and messages short)Intercom system (patient room to nursing station or nursing station to patient room) is used to communicate with patients and may also be used to locate a nurse (would keep information selective and messages short) Overhead paging is usually reserved for emergencies is hospitalsOverhead paging is usually reserved for emergencies is hospitals Intercom system (patient room to nursing station or nursing station to patient room) is used to communicate with patients and may also be used to locate a nurse (would keep information selective and messages short)Intercom system (patient room to nursing station or nursing station to patient room) is used to communicate with patients and may also be used to locate a nurse (would keep information selective and messages short) Overhead Paging

17. © 2004 Elsevier, Inc. All rights reserved. Slide 16 A copy machine is used for copying written or typed materialsA copy machine is used for copying written or typed materials Shredders are used to dispose of patient forms that contain confidential informationShredders are used to dispose of patient forms that contain confidential information A copy machine is used for copying written or typed materialsA copy machine is used for copying written or typed materials Shredders are used to dispose of patient forms that contain confidential informationShredders are used to dispose of patient forms that contain confidential information Copy and Shredder Machines

18. © 2004 Elsevier, Inc. All rights reserved. Slide 17 Pharmacy copies of doctor’s ordersPharmacy copies of doctor’s orders Reports/information to and from doctor’s officeReports/information to and from doctor’s office Reports/information to and from other health care facilitiesReports/information to and from other health care facilities Do not use re-dialDo not use re-dial Pharmacy copies of doctor’s ordersPharmacy copies of doctor’s orders Reports/information to and from doctor’s officeReports/information to and from doctor’s office Reports/information to and from other health care facilitiesReports/information to and from other health care facilities Do not use re-dialDo not use re-dial Use of Fax Machine

19. © 2004 Elsevier, Inc. All rights reserved. Slide 18 Pneumatic tube system - air pressure transport tubesPneumatic tube system - air pressure transport tubes  Used to transport supplies, requisitions, some lab specimens - cannot use for specimens obtained through invasive procedure (spinal fluid, bone marrow, biopsies, etc.) (Cont’d…) Pneumatic tube system - air pressure transport tubesPneumatic tube system - air pressure transport tubes  Used to transport supplies, requisitions, some lab specimens - cannot use for specimens obtained through invasive procedure (spinal fluid, bone marrow, biopsies, etc.) (Cont’d…) Transport Devices

20. © 2004 Elsevier, Inc. All rights reserved. Slide 19 (…Cont’d) Telelift – cars that run on a track, a code is entered to direct the car to its locationTelelift – cars that run on a track, a code is entered to direct the car to its location  Also used to transport supplies, requisitions, some lab specimens - Cannot use for specimens obtained through invasive procedure (spinal fluid, bone marrow, biopsies, etc.) Dumb waiter – a mechanical device used to transport food trays, equipment, etc.Dumb waiter – a mechanical device used to transport food trays, equipment, etc.(…Cont’d) Telelift – cars that run on a track, a code is entered to direct the car to its locationTelelift – cars that run on a track, a code is entered to direct the car to its location  Also used to transport supplies, requisitions, some lab specimens - Cannot use for specimens obtained through invasive procedure (spinal fluid, bone marrow, biopsies, etc.) Dumb waiter – a mechanical device used to transport food trays, equipment, etc.Dumb waiter – a mechanical device used to transport food trays, equipment, etc. Transport Devices

21. © 2004 Elsevier, Inc. All rights reserved. Slide 20 ComputerComputer  Input data Requisition tests/procedures Requisition tests/procedures Retrieve information (lab results, physician phone numbers, etc.) Retrieve information (lab results, physician phone numbers, etc.) Personal codes are issued to get into the computer – sign off when leaving the nursing unitPersonal codes are issued to get into the computer – sign off when leaving the nursing unit Misuse can be tracked!Misuse can be tracked! ComputerComputer  Input data Requisition tests/procedures Requisition tests/procedures Retrieve information (lab results, physician phone numbers, etc.) Retrieve information (lab results, physician phone numbers, etc.) Personal codes are issued to get into the computer – sign off when leaving the nursing unitPersonal codes are issued to get into the computer – sign off when leaving the nursing unit Misuse can be tracked!Misuse can be tracked! Nursing Unit Computer

22. © 2004 Elsevier, Inc. All rights reserved. Slide 21 Do not use for personal messagesDo not use for personal messages Do not use to send inappropriate material such as jokesDo not use to send inappropriate material such as jokes Send or respond to the necessary person or department only; refrain from “sending to all” or using “reply to all” unless necessary to do soSend or respond to the necessary person or department only; refrain from “sending to all” or using “reply to all” unless necessary to do so Do not use for personal messagesDo not use for personal messages Do not use to send inappropriate material such as jokesDo not use to send inappropriate material such as jokes Send or respond to the necessary person or department only; refrain from “sending to all” or using “reply to all” unless necessary to do soSend or respond to the necessary person or department only; refrain from “sending to all” or using “reply to all” unless necessary to do so Guidelines for Using E-mail

23. © 2004 Elsevier, Inc. All rights reserved. Slide 22 Patient NamePatient Name NurseNurse DoctorDoctor RoomRoom Resident (if applicable)Resident (if applicable) Census board may not be visible to public or may require abbreviated information to protect patient confidentialityCensus board may not be visible to public or may require abbreviated information to protect patient confidentiality Patient NamePatient Name NurseNurse DoctorDoctor RoomRoom Resident (if applicable)Resident (if applicable) Census board may not be visible to public or may require abbreviated information to protect patient confidentialityCensus board may not be visible to public or may require abbreviated information to protect patient confidentiality Census Board

24. © 2004 Elsevier, Inc. All rights reserved. Slide 23 Bulletins regarding changes that will take place in the facilityBulletins regarding changes that will take place in the facility Nursing policiesNursing policies Schedules of staff development classesSchedules of staff development classes Bulletins regarding changes that will take place in the facilityBulletins regarding changes that will take place in the facility Nursing policiesNursing policies Schedules of staff development classesSchedules of staff development classes Bulletin Board

25. © 2004 Elsevier, Inc. All rights reserved. Slide 24 Do not use personal cell phones while in the hospitalDo not use personal cell phones while in the hospital Some doctors and other hospital personnel may be reached via cell phoneSome doctors and other hospital personnel may be reached via cell phone Do not use personal cell phones while in the hospitalDo not use personal cell phones while in the hospital Some doctors and other hospital personnel may be reached via cell phoneSome doctors and other hospital personnel may be reached via cell phone Cell Phones