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Lecture Medical assisting: Administrative and clinical procedures with anatomy and physiology (4/e) – Chapter 4

Chapter - Communication with patients, families, and coworkers. Identify elements of the communication circle, understand and define the developmental stages of the life cycle, give examples of positive and negative communication, list ways to improve listening and interpersonal skills,. | 4 Communication with Patients, Families, and Coworkers 4- 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. Learning Outcomes 4- 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. Learning Outcomes (cont.) 4- 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. Learning Outcomes (cont.) 4- 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. Learning Outcomes (cont.) 4- . | 4 Communication with Patients, Families, and Coworkers 4- 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. Learning Outcomes 4- 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. Learning Outcomes (cont.) 4- 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. Learning Outcomes (cont.) 4- 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. Learning Outcomes (cont.) 4- Introduction Medical assistants must Recognize human behaviors Communicate effectively, with professionalism and diplomacy Recognize obstacles that affect therapeutic communication 4- 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. 4- Communicating with Patients and Families (cont.) Customer service Most important part of communication Two points fundamental to customer service The patient comes first Patient needs are satisfied Patients are #1! 4- 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 .