Question

It is vital to establish positive working relationships with physicians, office managers, patients, and colleagues. Good listeners are well respected. As a healthcare professional you will need to not only speak but also listen on a daily basis.

1. Describe a situation in the collections process that would require you to both listen and speak. What could happen if communication failed during this situation?
2. Respond to the following scenario: As a part of your responsibilities, you are answering the phones for the day. An angry patient calls and begins yelling at you about an EOB that she has received that denies her claim as being "not medically necessary." How would you handle this situation?

Create a Thread and post your responses to both of these questions.

Answer 1

1. The situation can be a history collection in the Emergency unit. eg: A mother brings a child who is breathless with an attack of asthma. the emergency unit has been busy and the doctor is not available . You are the nurse receiving the patient.

If the nurse is unable to communicate in this situation , it can lead to a number of problems. if she does not collect the relevant history, she will not be able to provide emergency interventions and will not be able to communicate the condition of the patient effectively to the doctor. On the contrary if the nurse is not a good listener, she will not be able to pick up the important and vital information that the mother gives when the mother is distressed in this situation. communication failure in the above mentioned situation can lead to delay in treatment, medication errors, break in the ISBAR method of communication and can lead to greater emotional stress in the mother.