Improving Communication Codes
to
Advance Customer Service
NURSE PULSE POWER HOUR
APRIL 2014
PRACTICE DEVELOPMENT
NATALIE BRYANT, DIRECTOR
PURPOSE OF SERVICE
Create Mutually Beneficial
Relationships
Moment of Truth – Any encounter a
customer/patient/co-worker has with you,
YOU can make or break the
relationship.
WE can make a difference!
PRESS GANEY ASSESSMENT CATEGORIES
 Moving
through Clinic
 Informed
of delays
 Wait Time
 Nurse/Assistant
 Friendly
and Courteous
 Showed Concern
 Communicates Name
PRESS GANEY ASSESSMENT CATEGORIES
Personal
How
Issues
well staff protects safety
• Hand
washing, wearing gloves
Sensitivity
to Needs
Concern for patient’s privacy
Cleanliness of practice
PRESS GANEY ASSESSMENT CATEGORIES
Overall
Staff
Assessment
worked together
Likelihood of recommending
clinic
Degree to which patient was
informed of survey
CLINICIAN AND GROUP CONSUMER
ASSESSMENTS OF HEALTH CARE PROVIDERS AND
SYSTEMS SURVEY - CGCAHPS
Access
Get
to Care
answer same day/as needed
See Provider within 15 minutes
CGCAHPS
 Provider (maybe nurse could make a difference)
Explain
things in a way the patient
could understand
Listens carefully to patient
Discuss health questions/concerns
Knew important medical history
Show respect
Spend enough time with patient
Follow up with lab results
EFFECTIVE COMMUNICATION
Communication
is the
process of transferring
thoughts, ideas, and feelings
from one person to another
in commonly understandable
ways.
COMMUNICATION FACTS
 Communication
is unavoidable.
 Communication is irreversible.
 The only way you can be sure your
message has been received is
through feedback.
 The most important message is the
message that’s received.
 First Impression is made in first 7
seconds!
STRENGTH OF CODES
MEHRABIAN REPORT
 Professor
Emeritus, UCLA
 Albert Mehrabian – 1960’s
7, 38, 55 Rule

7% Verbal
 38% Vocal
 55% Nonverbal

IMPROVING VERBAL USAGE
 Communicates
an idea
 Triangle of Meaning
Communicator
Sender/Receiver
Symbol
Referent
IMPROVING VERBAL USAGE
 Simple
Words – easy to follow
 Do not be too vague; Give enough details
 Avoid medical Jargon/Slang without explaining
the terminology
 Patient should be able to paraphrase
 Avoid referring to a patient as a “condition”
 Remember, patients can hear comments from
inside the exam room
 Avoid misunderstandings
IMPROVING VERBAL USAGE
 Tell
patient WHAT you are doing before
acting
 Eliminates
the surprise/shock factor
 Self Pay patients should be informed of
procedure cost BEFORE administering. Gain
their permission.
 Avoid
Filler Statements
 ums/uhs/stuff/things/you
know/like
 Makes you appear unorganized, confused,
uninformed, unintelligent
IMPROVING VOCAL USAGE
 Poor
Articulation/Pronunciation
 Hard
to understand - mumbling – lazy speakers
 Too Fast
 Monotone

quality
Sounds apathetic/wrote memorization going
through the motions
 Variety
+ Sounds interested, happy, empathetic & sincere
 pitch, rate, volume, range, rhythm
 Fluent
– sounds intelligent/knowledgeable
IMPROVING NONVERBAL USAGE
Face
& Eyes
#1
Communicating Tool
Expressions – empathy
 Smile
or Concern
 Incredibly Friendly
 Sincere
Direct
Eye Contact – RESPECT
IMPROVING NONVERBAL USAGE
Body & Appearance
Well
groomed & clean
Professional uniform
Positive Posture
No distracting body art or piercings
Stay on task
 Cell phone put away – only use
during breaks/lunch
 Patient ALWAYS first 
IMPROVING NONVERBAL USAGE
 What
impacts personal bubbles???
 Proxemics – personal distance


Professional distance 4 feet to 12 feet
When closer, depending on task, may
need a witness in room
 Tactilics
 Tell
– touching behaviors
what you are doing – ask
permission
 Read their nonverbal cues
IMPROVING NONVERBAL USAGE
 Chronemics-study
of time usage
Perception that we Value time of others
Communicate with PSS on time
More impressive if YOU inform patient
in waiting room of status
Be observant of patients willingness to
wait
Keep patient informed of wait; do not
leave them for long periods of time in
the waiting room without face to face
contact
SCRIPTING - GREETING
 Good Morning/Afternoon
 Welcome to TTP
 My name is ______________
 (tell them where you are going…)


Do not walk off and leave them
behind
Engage conversation as walking
SCRIPTING – HANDBOOK
 FYI

in case someone asks….
“Our Patient Handbook is posted on our website
and it gives you important information about our
clinic and your Rights and Responsibilities. This
card shows you how to access the handbook on
our website. If you do not have access to the
internet, you may pick up a handbook at the
Information Desk located at the main entrance
of the Health Sciences Center or the Medical
Pavilion.”
PSS SCRIPTING - SURVEY

“Mr/Ms _______you may be chosen at random
to receive a survey in the mail regarding your
overall experience during today’s visit and we
would really appreciate it if you would complete
the survey and return it. Our goal is to be one of
the best facilities in the country so in order to do
that we must receive the highest scores on
everything! If you do not think we gave you the
best service you could possibly receive, please
let us know today what we can do to earn those
top marks.”
NURSE SCRIPTING - SURVEY

“Mr/Ms _______our goal is to be one of the best
facilities in the country so in order to do that we
must receive the highest scores on everything! If
you do not think we gave you the best service
you could possibly receive, please let me know
today what I can do to earn those top marks.”
SCRIPTING – SEEKING FEEDBACK
 “Our
Patient Services Department is
seeking feedback from patients like YOU
on how we can better serve YOU.
 If you have time today, drop by their office
in the Medical Pavilion near the
Information Desk or just give them a call.”
Office 1010A 743 – 2669
BE ALL THAT
YOU CAN BE!