Interpersonal Communication In The Medical Office

The first and most important duty of the medical assistant is customer service and interpersonal communication with patients, family members, coworkers, customers, and employers. Medical assistants build long term relationships and close relationships with others. Doctors seek medical assistants who are flexible team players with strong communication and interpersonal skills and capable of a quick transition and adaptation to whatever comes along. A medical office job requires physical contact, direct verbal communication, communication by telephone, and non-verbal communication skills.

Communication Skills in the Medical Office

Every institution, or place that receives customers has what we call a "Point of Service". Patients are considered customers and the medical assistant is the first line representative and thus, the Point of Service of the medical practice, which must be run as a business. Due to her excellent training and interpersonal skills, when Daria Broom, a medical assistant administered an injectable vaccine to an 18-month-old infant she takes it like a champ. The needle's prick touches off a one-breath burst of crying which is qickly quelched when Daria announces: "All done!" with a smile followed by a quick distraction.

When a customer, or patient enters the medical establishment they will form their opinion based on their first impressions of the medical assistant, who is, again, the front line representative of every medical practice. Every medical assistant should be thoroughly trained and encouraged to develop strong oral, verbal and interpersonal communication skills.

The required communication skills of a medical assistant are much different and in some ways more important than the interpersonal skills of someone working in an auto parts store, or a restaurant.

medical assistant interpersonal communication

Developing excellent communication skills for the medical office is just as important as mastering administrative and clinical tasks. The medical assistant must have the ability show true empathy and sensitivity for each patient, which often is expressed through communication and touch. They must be able to read the mood of the patient, the physical capabilities, mental status, and the communication skills of their patient. We are not saying that the medical assistant needs to by a psychiatrist – what we are saying is that the medical assistant must assist the patient in controlling their stress levels and making the visit a pleasant one.

For example, many medical assistants are required to take blood pressure readings and for most patients even the thought of getting their blood pressure taken can drive the numbers up. A good medical assistant knows how to make the patient feel at ease through communication mainly by asking questions like, how's your day going so far, how was the drive over, or what are you doing after the visit.

Wayne Noffsinger - I've tried to repeatedly drive home the idea of customer service instead of patient care in our clinic. That way we always understand our "customers" can choose to spend their money they are treated best.

I’m Wayne, a CMA in a small rural community of Western Wyoming. I found myself thrust into customer service at 13 while working in my grandmother’s store. Since then my employment has always revolved around helping people find what they need, the next logical step was the medical field. Many in medicine forget that patient care is nothing if it isn’t the very pinnacle of customer service. The intimacy, trust given at these private moments between you and your patient can be some of the most gratifying experiences for both of you.

I work in a small satellite clinic 32 miles from my parent hospital with an office manager and a doctor. As you can imagine being so far from radiology, laboratory and the Emergency Room has it’s challenges. You learn a lot about yourself in moments of isolation and stress under these conditions, but we’ve created a sense of calm and purpose with a few simple steps.

Read your patients, e.g. coughing, pale, sweating, emotional vulnerable. Thank them for coming into your practice. Their money can be spent anywhere but have chosen to come to see you. Gratitude is a humbling part of our clinic. Tell them you’re sorry they’re under the weather. Openly listen to complaints and use physical contact, e.g. placing hand on shoulder, to let them know you are here for them. Eye contact, softening your voice and giving clear directions help to build trust.

Interpersonal Communication Skills through Role Play

There are many different theories and types of interpersonal communication training available. A medical office doesn't necessarily need to go out and hire a consultant. Many medical assists receive some form of communication skills education and practice during their school training via role play.

Communication Exercises for Medical Assistants

The best way to get your medical assistants to develop better communications skills is by practicing right in your own medical office, or establishment. This training can take place at a specified time each week, or month in form of mandatory in-service. Every medical office has its unique patients, or customers, and atmosphere. Get your office personnel together and discuss the challenges your office faced, what patients were difficult and different approaches the handling these challenges. Your medical personnel most likely will be able to sort through this all by themselves and make suggestions to each other. Incorporate medical office case scenarios and role playing into your training. Let someone play the role of Mrs. Crabbie and another person show how to talk and communicate with her to get her to do what you want.

Your medical assistants will have fun and above all, will build esprit de corps among all your office workers while playfully improving their interpersonal communication skills.