Communication Skills 2% Flashcards
Why are communication skills important?
Shows respect
Gains cooperation
Makes pt feel comfortable
May help limit lawsuits
Nurtures pt referrals
What is the most important part of communication?
listening
___is an important factor in making or breaking the doctor pt relationship
conversation
List some tips for good communication.
-Speak to patients in layman’s terms
-Respect patients’ privacy
-Give information at beginning of visit
-Be personable
-Confirm patient’s understanding
-Be fair and honest
-Show empathy
-Always look at thing from standpoint of pt and maintain good will at all costs
Good communication means that we listen and speak __, not just talk mindlessly.
skillfully
Respond don’t ____
React (feelings)
List tips for good telephone skills.
Be friendly, Never sound hurried, be professional, triage appropriately, use good judgement with regard forwarding calls to doctors and employees.
What is usually the first contact pt makes with the office?
Phone call
Calls should be handled in a way that will reassure the caller, provide confidence in the office, but at the same time ______
protect the physician from unnecessary interruptions
We don’t want to interrupt our pt flow with ______calls
non emergency
Try to answer phone within the first __rings if possible
2
Pt will tolerate being on hold better if…
you ask permission to put them on hold
If pt can’t be on hold…
offer to call them back
Always speak ___on the phone
clearly
Be sure to ____pertinent information in medical record
document
