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Ramutkowski Booth Pugh Thompson Whicker

Copyright © The McGraw-Hill Companies, Inc. Permission required for reproduction or display.

Medical AssistingChapter 4

Second Edition

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Introduction You are the key

communicator between the physician and patient.

Your interaction sets the tone for the office visit.

Developing strong communication skills just as important as mastering administrative and clinical skills

Communication will influence how comfortable the patient feels in your practice.

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Positive Communication Communication

promotes patient’s comfort and well-being

Set the stage for positive communication

Encourage patients to ask questions

Speak slowly and clearly

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Negative CommunicationLook for and ask for feedback to helpYou curb negative communication habits.

• Mumbling• Speaking brusquely • Avoiding eye contact • Interrupting patients as they speak• Rushing explanations • Forgetting common courtesies• Showing boredom• Treating patient impersonally

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Body Language Facial Expression Eye Contact Posture

Open Closed

Touch Personal space

In many instances, people’s body language conveys their true feelings, even when their words may say otherwise.

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Improving Communication SkillsListening skills

Passive listening Active listening

Interpersonal Skills Warmth Empathy Respect Genuineness Openness Consideration and

sensitivity

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Assertiveness Skills

Assertive – people who are firm and stand by your principles while still showing respect for others

Aggressive – people who try to impose their position on others or try to manipulate them.

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Therapeutic Communication Involves:

Silence Accepting Giving recognition Offering self Giving a broad

opening Offering general

leads Making observation

Involves: Encouraging

communication Mirroring Reflecting Focusing Exploring Clarification Summarizing

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Ineffective Therapeutic Communication Roadblocks:

Reassuring Giving approval Disapproving Agree/disagree Advising

Roadblocks: Probing Defending Requesting an

Explanation Minimizing feelings Making stereotyped

comments.

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Defense Mechanisms Patients may display:

Compensation Denial Displacement Dissociation Identification Introjection Projection

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Communication in SpecialCircumstances Anxious Patient

Watch for tense appearance, increased blood pressure and breathing, irritability and agitation.

Angry Patient Help them express their anger constructively Don’t take it personally Help them refocus toward solving the problem Remain calm

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Patients with Other Cultures Different views and perceptions

Treat all patients of all cultures and ethnic groups with equal respect.

Maintain open mind Language barrier

Speak through an interpreter to gather and convey information or to discuss sensitive issues with a patient

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Patients with Visual Impairment Use large-print materials Use adequate lighting in all areas Use a normal speaking voice Talk directly and honestly Do not talk down to the patient Preserve the patient’s dignity

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Patients with Hearing Impairment Find a quiet area to talk Minimize background noise Position yourself close to and facing the

patient Speak slowly Remember that elderly patients lose the

ability to hear high-pitched sounds first

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Mentally or Emotionally Disturbed Determine what level of

communication the patient can understand

It is important to remain calm if the patient becomes agitated or confused.

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The Elderly Patient Denial or confusion

Act as if you expect the patient to understand

Use simple questions and terms

Ask the patient to relax Speak slowly Explain points slowly

and clearly

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Terminally Ill PatientsKubler-Ross’ Stages of Dying Denial Anger Bargaining Depression Acceptance

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Communication with Coworkers

Develop rapport Use proper channels. Have a proper

attitude. Plan an appropriate

time for communication.

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Communicating with Superiors

Keep superiors informed

Ask questions

Minimize interruptions

Show initiative

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Dealing with Conflict Do not “feed into”

others negative attitudes.

Be personable and supportive.

Refrain from passing judgments.

Do not gossip. Do not jump to

conclusions.

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End of Chapter