Medical Office Communications and Professionalism

Course Number:
MA 110
Transcript Title:
Medical Office Communications and Professionalism
Created:
May 02, 2023
Updated:
Jun 01, 2023
Total Credits:
3
Lecture Hours:
0
Lecture / Lab Hours:
60
Lab Hours:
0
Satisfies Cultural Literacy requirement:
No
Satisfies General Education requirement:
No
Grading Options
A-F
Default Grading Options
A-F
Repeats available for credit:
0

Course Description

Identifies the basic components of the communication model as well as various types of communication. Presents techniques for effective communication with coworkers, patients, families, and caregivers. Includes an overview of the psychosocial development of a person, from birth to death. Introduces principles of the Patient-Centered Medical Home model to encourage a therapeutic and helping relationship with the patient. Discusses appropriate patient interaction, proper office behavior, diversity and cultural bias, and emotional strength.

Course Outcomes

Upon successful completion of this course, students will be able to:

  1. Recognize common styles of communication.
  2. Identify and overcome common communication barriers.
  3. Demonstrate professionalism in the workplace.
  4. Describe the different theories associated with human growth and development.
  5. Use critical thinking to complete patient interviews.

Suggested Outcome Assessment Strategies

  • Students will complete simulation scenarios and group projects for practical skill demonstration.
  • Students will complete a written paper on a topic related to communicating with patients, families, and fellow employees.
  • Students will report on one CME article in the AAMA journal that emphasizes one of the stated outcomes.

Course Activities and Design

The determination of teaching strategies used in the delivery of outcomes is generally left to the discretion of the instructor. Here are some strategies that you might consider when designing your course: lecture, small group/forum discussion, flipped classroom, dyads, oral presentation, role play, simulation scenarios, group projects, service learning projects, hands-on lab, peer review/workshops, cooperative learning (jigsaw, fishbowl), inquiry based instruction, differentiated instruction (learning centers), graphic organizers, etc.

Course Content

Outcome #1: Recognize common styles of communication

  • Communication styles and techniques
    • Techniques
      • Active Listening
      • Reflective responses
      • Open-ended Questions
    • Styles
      • Aggressive
      • Passive
      • Assertive
  • Types of verbal and nonverbal communication
    • Verbal
      • Spoken
      • Jargon
      • Slang
      • Colloquialisms
    • Nonverbal
      • Paralanguage
      • Kinesics
      • Proxemics
  • Identify the steps in the sender-receiver process
    • Message
    • Sender
    • Channel
    • Receiver
    • Feedback

Outcome #2: Identify and overcome common communication barriers

  • Identify communication barriers
    • Language
    • Sensory
  • Identify techniques for overcoming communication barriers
    • Interpreter Services
    • Written materials
  • Identify challenges in communication with different age groups
    • Mental Development
    • Prejudices
    • Physical Attributes
    • Technology Gap
    • Embarrassment

Outcome #3: Demonstrate professionalism in the workplace.

  • Demonstrate professional response(s) to ethical issues
  • Identify issues associated with diversity as it relates to patient care
    • Different values, views, and perspectives
    • Cultural bias
    • Personal prejudice
    • Access to health services
  • Demonstrate self-awareness and tact

Outcome #4: Describe the different theories associated with human growth and development

  • Maslow’s Hierarchy of Needs
  • Erikson's Stages of Development
  • Kubler-Ross Stages of Grief

Outcome #5: Use critical thinking to complete patient interviews

  • Identify techniques for coaching a patient related to specific needs
    • Appropriate learning tools
    • Simplify
    • Validate
  • Identify subjective and objective information

Suggested Texts and Materials

  • Health Professional and Patient Interaction 9e. ISBN: 9780323533621
  • Interpersonal Relationships 8e. ISBN: 9780323544801
  • Effective Communication for Health Professionals 2e. ISBN: 9780323625456
  • Smith's Patient Centered Interviewing 4e. ISBN: 978-1-25-964462-7
  • Ferri's Netter Patient Advisor, 3e