Effective Communication in a Medical Office

Effective communication in a medical office is essential to the health and safety of the patients and medical professionals alike. Andy Betts, a freelance nurse consultant and professor at the University of Nottingham in the United Kingdom claims that “studies over the last three decades identify communication problems as persistent causes for concern in the delivery of health care.” Ensuring that the communication in a medical office is effective is one of the first ways to prevent malpractice and mistakes from occurring.

Train in Interpersonal Communication

• Train employees on how to effectively communicate interpersonally. Interpersonal communication will be exercised every day in a medical office between medical professionals, assistants, clients, insurance companies and other third parties.

  Be sure that details are both written and verbally communicated to ensure accuracy between doctors, nurses and patients. Always question if something appears to be out of place or odd. Have more than two people look over and confirm the information communicated to create checks and balances between the different people and departments. Good interpersonal communication will maintain a high level of professionalism and customer satisfaction.

Teach How to Educate

• Teach each employee how to educate. A person working in a medical office will play the role of an educator at some time or another. Impart to each worker and employee the importance of taking time with each customer to answer each of his or her questions or concerns, and explaining medical terms and procedures. Hold classes and training sessions on how to improve ways of teaching. Train employees on asking the right questions and gathering the needed information in a non-confrontational way.

Train in Listening Skills

• Train employees to be effective listeners. Listening is just as essential in the communication process as oral or written communication. Evaluate each employee on a monthly basis on his or her listening skills. Reading a story to the employees and test them afterward about the details of the story. Exercise each employee’s ability to listen and recall information. Teach employees not to rush details, but to listen for small cues that could lead to greater needed information.