It is imperative for managers to know how to communicate with both patients and employees in a proper manner. Most patients have limited understanding of healthcare terms and “layman’s” terms must be used in order for them to understand the messages that you are trying to get across to them. While speaking to the office staff, however, it is important to be able to use proper medical terminology including medical billing terminology. That helps the staff quickly understand without the long explanations that patients sometimes need. When communicating with patients it is very important whether through direct or indirect contact (mail, email, telephone) to show sympathy to their issue. Sympathy is often misunderstood. People try to use phrases like “I know how you feel” in order to show sympathy; however, feelings are subjective and even if both parties have been through a similar situation they may not feel the same about it. Today’s healthcare is also leaning towards EMR and other computer modules. This can be great for employees allowing them quicker access to records and much faster documentation. Patients, however, in many cases have a hard time understand patient portals. Even if the patient is computer literate they may not be medical savvy enough to understand the information presented to them in their access portals. If the patient is not technologically inclined that could present problems as well due to government programs trying to lean towards these portals to transmit vital information to them such as lab results and appointment scheduling. It is vital that an office is encouraged to still communicate the previous mentioned items to patients through verbal communication even if they are signed up with a portal login since there is no way of knowing if particular patients know how to use it properly. Physicians sometimes do not understand how they come across to patients. It is important for office managers to be able to calm patient situations due to this factor. Physicians spend so many years in school that it is difficult for them to express themselves on a patient’s level again once they are out. It is imperative to work with both physicians, patients, as well as other office staff while these skills are being developed by the physicians.

Year Manuscript Completed

Summer 2018

Senior Project Advisor

Mr. George Barton

Degree Awarded

Bachelor of Integrated Studies Degree

Field of Study

Health Care Administration

Document Type