Human Relations Unit 2: Communications in the Medical Office-Human Relations Unit 2: Communications in the Medical Office

Human Relations Unit 2: Communications in the Medical Office

Pdf Summary

"Human Relations for Medical Assistants: Communications in the Medical Office," authored by Nina Beaman, covers essential communication skills pertinent to medical assistants. The unit focuses on various forms of communication and presents theories and practical tips to improve interaction within a medical office.<br /><br />**Objectives:**<br />The course aims to define communication theory, detail types of nonverbal communications, strategies to build rapport, and identify communication challenges. It also encourages evaluation of office communication effectiveness, patient education plans, and patient advocacy while maintaining confidentiality.<br /><br />**Communication Theories:**<br />The text explains several communication theories:<br />- **Mechanistic Theory:** Emphasizes a straightforward message transmission from sender to recipient.<br />- **Social Constructionist:** Focuses on meaning creation through interaction.<br />- **Transmission Model:** Views communication akin to a data process (like from keyboard to screen).<br />- **Psychological View:** Considers that receiver's emotions and thoughts influence message interpretation.<br />- **Systemic View:** Examines how messages evolve as they are interpreted.<br />- **Critical View:** Suggests communication can be a power dynamic tool.<br /><br />**Types of Communication:**<br />Communication involves the sender, message, channel, and receiver. Nonverbal communication (e.g., facial expressions, gestures, body language) can significantly affect the message. The text advocates for face-to-face communication due to its richness, but also covers phone etiquette and written communication, emphasizing patient confidentiality.<br /><br />**Building Rapport:**<br />Effective communication that respects and adapts to the patient's needs and uses a positive tone is vital. Techniques such as open-ended questions, reflection, and understanding personal values enhance rapport with patients.<br /><br />**Challenges to Communication:**<br />Some personality traits and defense mechanisms (e.g., rationalization, denial, displacement) can obstruct effective communication. Cultural differences and sensory impairments also pose challenges. Strategies to address these involve understanding patient behavior, maintaining respect, and ensuring clear, empathetic communication.<br /><br />**Creating a Therapeutic Milieu:**<br />A supportive, non-judgmental office environment fosters patient healing. This involves professional conduct among staff, avoiding gossip, and addressing issues constructively.<br /><br />**Patient Education:**<br />Effective education requires understanding the patient's cognitive abilities and learning styles (auditory, visual, kinesthetic) to ensure compliance and understanding. Techniques include demonstrations, role-playing, and clear, concise written materials.<br /><br />**Advocacy:**<br />Medical assistants must advocate for patients while respecting confidentiality, facilitated by creating a trustful environment. HIPAA guidelines must be strictly followed to maintain patient privacy.<br /><br />In conclusion, the unit emphasizes the importance of clear, empathetic communication, understanding individual patient needs, and fostering a positive office environment to improve patient care and outcomes.

Keywords

medical assistants

communication skills

nonverbal communication

communication theories

building rapport

patient education

patient advocacy

confidentiality

therapeutic milieu

office communication