Admin stuff
What is the definition of telephone etiquette?
Being respectful by using proper verbiage, tone, and manners when conveying information.
All lines are flush with the left margin.
Full Block Format
What is required for challenging conversations?
a. Patience
b. active listening skills
c. collaboration with the patient
What has no place in the work environment?
a. Gossip
b. negative tone and word use
c. dramatic outbursts
What is the best way to speak to a child?
use terms that they can understand based on their developmental level
What are the 5 P’s of telephone etiquette?
a. Polite. Use a soft tone.
b. Prepared. Have all the relevant details (names, numbers, dates).
c. to the Point. Don’t beat around the bush.
d. Perceptive. Don’t waste people’s time by talking on irrelevant topics.
e. cooPerative. Provide the information needed. If you can’t help, find
someone who can or tell the caller you will call back with the information.
The address and body are left justified, and the rest
start at the center of the document.
Modified Block Format
“If it isn’t documented, it didn’t happen.” True or False
True!!
What does professionalism encompass? 5
a. Behaviors
b. Appearance
c. Communication
d. Work ethic
e. relationships
providing psychological, social, and spiritual care through therapeutic communication with cultural sensitivity
Mental Health, Spiritual Health, Social Health, and Emotional Health
are Written communications are included in permanent legal records?
Yes
Modified Block Formatting with indented paragraphs
The address is left justified and the rest start at the center of the document with indented paragraphs.
What must be documented to ensure the event is on record?
All types of communication
What are other contributory factors in ensuring a professional environment?
a. work ethic
b. positive and polite demeanor
c. willingness to assist
d. Cooperation
e. effective time management skills
What is a must in any healthcare organization?
Professionalism
What is a “template”?
A sample of written correspondence or email that is established with appropriate components that will be personalized to fit the need of the sender.
The information is left justified, and it does not include a salutation or complimentary closing.
Simplified Format
What do barriers to communication include?
a. language differences
b. lack of personal boundaries
c. cultural differences
d. Judgements
e. stereotypes
Where should personal relationships be kept?
Outside the work environment
What MUST be followed in ALL communications with patients, family members and healthcare providers?
HIPAA Guidelines
How should emails be sent?
using a secure email software program
Which letter style do healthcare organizations tend to use?
Full block format
What should the communication process be free of?
distractions and interruptions
What do barriers to communication include?
a. language differences
b. lack of personal boundaries
c. cultural differences
d. Judgements
e. stereotypes
When is it ok to make assumptions about what a patient needs?
Never