Effective Communication in Healthcare: Skills, Tools, and Guidelines

1. Communication Skills Health Informatics

2. Elements of Communication • Clear message • Sender • Receiver • Sender and receiver must have same interpretation of message

3. Communication in the healthcare setting • Patients/clients • Families of patients • Healthcare team • Vendors • Outside resources

4. Communicating with staff members • Chain of command (organizational chart) • Shift report • Written assignments • Patient’s medical record and care plan • Messages • Memos • Policy and procedure manuals

5. Telephone etiquette • Answer promptly • Speak clearly, slowly, calmly • No eating or drinking • Use professional language • Identify self by name, title, location • Address caller using courtesy title • Listen carefully to: name of caller, date/time, message, instructions for returning call • Repeat message back for clarification after you have written it down • Ask permission before putting on hold • Transfer promptly; must know how to work system

6. Telephone etiquette cont. • Retain professional manner even if caller is upset; refer to appropriate source • avoid distraction by others around you • Be aware of those around you; maintain confidentiality • If you must leave a message for voice mail, make it brief and to the point; maintain confidentiality

7. Guidelines for responding to complaints • Keep voice calm, soothing, and low pitched • Avoid responding to angry outbursts in kind; don’t take words personally • Allow the caller to speak with minimal interruption • Listen to caller then paraphrase and re-state back • Reassure caller that you understand • Offer to assist or refer to appropriate resource • Ask caller to repeat back any instructions you have given • Finalize and follow through on actions • Document and report call per facility policy

8. Patient call signal • Answer promptly • Identify self • Speak clearly, slowly, calmly • Convey requests to appropriate team member quickly • Answer emergency calls in person

9. Intercom system • Follow facility policies re: type of information to be relayed • Be mindful of confidentiality • Speak clearly, calmly

10. Pager • One way or two way systems • Options include: • Voice alerts: can be heard by everyone near pager; maintain confidentiality • Beep alerts: instructed to call designated # • Alphanumeric:displays message & callback # • Numeric: displays callback # only • **text messaging is becoming an alternative

11. Scanner • Copies a document in pdf file • pdf readers readily available for free download • Documents may be saved to CPU or external hard drives or other external storage devices • pdf documents may be sent via e-mail • Must maintain confidentiality and follow HIPAA guidelines when sending via e-mail

12. E-mail • Electronic messages that can be sent, forwarded, received and/or stored • can be sent/read at user’s convenience • Use proper grammar and language • Message should be brief and concise • Use meaningful subject lines • Follow HIPAA regulations re: patient confidentiality; consider encrypted mail for patient information • Avoid writing anything you would not say publicly • Don’t use all caps “SHOUTING” • Signature should include name, title, contact information

13. Fax machine • Transmit documents over telephone line • Must have patient’s written permission to transmit medical information • Consider using mail or carrier service if transmission is not urgent • Systems must be secure • Use cover sheet stating confidentiality requirement • Double-check fax number before sending • Call fax recipient to ensure document delivery • Scanners and pdf documents are gaining popularity

14. HIPAA guidelines in communication • Follow patient requests for confidential communication (may need to use a different phone number) • Private health information should only be given to the patient or his/her designated representative • Ensure patient identity before releasing private health information (ask for SS#, phone #, or code)

15. Management of power outage • Must have battery or generator backup to prevent loss of data • Use professional grade surge protectors • Use grounding mats at all computer stations to prevent damage from static electricity • Follow facility policies

16. Summary • Be familiar with operations of all telecommunication equipment • Follow facility policy on use of equipment • Maintain confidentiality following HIPAA guidelines • Be familiar with backup resources for power outages