Question

LEARNING APPLICATION Critical Thinking I. Answering the telephone professionally is critical in the health care profession. Mee with several classmates who each have wrien ceaio appropriate bulatory care setg pho Now take turns being the caller and the medical assistant answering the clinic phone. Follow the steps outlined in Procedure 12-1 to cultivae you skls 2. You are the medical assistant assigned to answcring the tclephonc today. You reccive a cal from an angry patient. He was to know why his bill was so high when he was only in the clinic with the provider for fivem utes. What will happen if you become angry ieatin? How should you halis a proessional manner: 3. How woud yo go about writing a policy concning the use of cliica ema your clinic? What legal and formation might be addressed in a disclaimer related to ethical considerations must you conside? W clinical email use? Chyimis) Copyighted material

Answer 1

1. To become a good telephone communicator in health care setting​​​​​​

• ​​​​Always start call with warm greetings
• Make sure that the person on the other side hears you well.
• Be well versed with therapeutic communications techniques.
• Be a good listener and understand the queries of caller thoroughly.
• Clarify their doubts without any confusion​​
• Use simple language to communicate
• Do not show your frustration on caller and make them comfortable to communicate with you.
• Maintain good pace which the person can follow
• Make sure that all the doubts and queries of the person clarified well
• End the call with greeting and thank them.

​​​​​ 2.Never become angry against the patient.As a medication assistant, I have to follow certain rules and regulations to handle various phone calls. I will not become angry and try to explain what actually happened in very soft manner and state exact reason for the expensive bill. And give the whole details of his treatment and other expenses happened during his hospital stay. And make available the onsulting physician to patient for authenticity of my explanation.

​​​​​​​

• 3.Clinical Email sys​​​tem

​​​​​Email system is widely used in communication. But less common in health care settings. The use of Email system in the health care settings is mainly to communicate between various health care professionals and between health care professionals and patients.

Policy formulation for the Email use in health care setting

While introducing a new approach in a setting, it should be strongly backed by effective policy framework. It includes:

• It should be introduced in the setting initially as a pilot basis.
• Email communication should include only clinical information between health care members not any kind of personal messages.
• The clinical information of a particular patient should be shared within them who were involved in treatment of the particular patient not to others.
• Share only clinical information and it should be confidential. It should be shared with outsiders under any circumstances, until and unless it endangers the life of Patient or his caretaker.
• Should not involve in abusive activities

Legal and ethical consideration

• confidentiality: The patient information should be kept confidential. Should not share patient's personal information with outsiders.
• Share true information with the patient.
• For patients having no e-mail facilities, information should be passed to them any other means amenable to them.
• Shoud not abuse e-mail for personal gains.

Disclaimer

• Should not use e-mail for personal communication
• Only for professional communication
• No abusive activities strict confidentiality should be maintained