1 ramutkowski booth pugh thompson whicker copyright © the mcgraw-hill companies, inc. permission...
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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