Chapter 12 Telecommunications © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Basic Telephone Techniques • First impressions lasting whether automated phone system answers the call or it is answered in person © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Basic Telephone Techniques • Automated systems – Should be user friendly – Option to speak with administrative medical assistant should always be offered – Message instructing caller what to if call is emergency – List of menus © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Basic Telephone Techniques • Answer incoming calls by end of first ring and certainly within three rings • Guidelines to follow when conversation must be interrupted to answer another call © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Basic Telephone Techniques • Telephone personality – Be prepared to give caller your complete attention – Use a pleasant wellmodulated voice – Use same volume as when speaking conversationally © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Basic Telephone Techniques • Telephone personality – – – – – – Enunciation: speak clearly and articulate carefully Pronunciation: say words correctly Speed: talk at normal rate Posture: sit up straight and use a headset Be patient and in control Remain calm if call is regarding life-threatening emergency © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Basic Telephone Techniques • Professional telephone etiquette – Treat others with consideration – Follow basic telephone courtesies © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Basic Telephone Techniques • Answering incoming calls – Preparing to take calls – Answering calls • • • • • Name of facility clearly identified Name of person with whom caller speaking Obtain caller’s full name and correct spelling Ask if emergency call Ask for caller’s telephone number, street address, date of birth • Determine how you can be of assistance © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Basic Telephone Techniques • Answering incoming calls – Screening calls • To be sure caller talks to person who will be most helpful • To ensure provider’s time efficiently managed • Tactful persistence to get information needed to direct caller • Be polite and professional at all times © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Basic Telephone Techniques • Transferring a call – Acquire caller’s personal information and situationassociated information – Determine best person to assist with situation – Place caller on hold and see if person best suited to assist is available – Follow telephone system procedure to transfer call – Follow up to see if transferred correctly © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Legal and Ethical Considerations • Patient confidentiality • Right to privacy • Practice sensible risk management © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part HIPAA Guidelines for Telephone Communications • Determine if patient has requested confidential communication • If patient has not requested confidential communication, treat as normal call • If patient has requested confidential communication and provided alternative phone number, be sure only alternative number is called © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part HIPAA Guidelines for Telephone Communications • Caller should identify self by name and use official name of practice • Do not leave any medical information or mention purpose of call • Never leave messages containing test results • When patient is contacted, it is acceptable to discuss medical information over phone © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Americans with Disabilities Act (ADA) • Requires health care providers give effective communication alternatives to people with hearing loss – Health care provider can choose device as long as result is effective communication – Teletype (TTY) and telecommunication device for the deaf (TDD) options – Cost of alternative devices or services cannot be billed to patient © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Telephone Technology • Automated routing units (ARU) – Manage heavy telephone traffic – Electronic mailboxes – Advantages and disadvantages © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Telephone Technology • Answering services and machines – Take calls after hours – Answering services use a live operator and provide flexible routing services – Machines must be checked frequently for messages © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Telephone Technology • Voice over Internet Protocol (VoIP) telecommunications – Biggest advantages are price and flexibility – Convert a voice to a digital signal that travels over Internet or virtual private network – Three types of VoIP services • Analog telephone adapter (ATA) • IP phone • Computer/computer – VoIP security and safeguards © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Telephone Technology • Facsimile (fax) machines – Used to send reports, referrals, insurance approvals, and informal correspondence – Transmission sent over telephone lines from one fax machine to another – Confidentiality is an issue © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Telephone Technology • Electronic mail (email) – Sending, receiving, storing, forwarding messages in digital form over computer networks – Non–real-time method of communication – Can be sent to multiple people at same time – Professional email etiquette must be adhered to – Advantages and disadvantages © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Telephone Technology • Electronic mail (email) – Encryption of email • Renders transmission essentially secure • Digital ID composed © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Telephone Technology • Clinical email – Means of communication between patients and primary care provider – Communication not considered urgent – Confidentiality issues must be considered – Messages printed out and filed in chart – Written agreement of understanding – Legal and ethical issues © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Telephone Technology • Interactive videoconferencing – Uses the Internet, computer, real-time transmission of patient observations so specialist can examine patient – Special instruments digitize information required to make diagnosis – Conference frequently recorded for future review by either specialist or local provider – Ensure HIPAA compliance © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Telephone Technology • Cellular service – Offers convenience and flexible communication – Smartphones available in many models and sizes – Not secure © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Professionalism in Telecommunications • Phone answered in professional manner • Concerns addressed promptly • Always be courteous and diplomatic • Work within scope of one’s education, training, ability, legal boundaries • Personal telephone calls should be avoided during working hours © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part Professionalism in Telecommunications • Slang terms should not be used • Use appropriate guidelines when releasing information • Follow confidentiality procedures • Documentation is mandatory for followup care and for legal implications • Continued education important to stay on leading edge of new technologies © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part ... Telephone Techniques • Automated systems – Should be user friendly – Option to speak with administrative medical assistant should always be offered – Message instructing caller what to if call... experiencing life-threatening emergency • Evaluate urgency of medical situation and prioritize call • Urgent condition requires medical intervention and can be handled at ambulatory care center... Guidelines for Telephone Communications • Caller should identify self by name and use official name of practice • Do not leave any medical information or mention purpose of call • Never leave messages