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Telephone  Identify yourself, your location, and position  Ask – “May I help you?”  Be prepared to write down and take messages  Write down the information and read it back to the person on the phone for accuracy

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Page 1: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write
Page 2: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

TelephoneTelephone

Page 3: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

TelephoneTelephone

Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take

messages Write down the information and read it

back to the person on the phone for accuracy

Page 4: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

TelephoneTelephone

Relay the message as soon as possible Allow the person who called to hang up first Do not place the caller on “hold” unless

absolutely necessary If placed on “hold”, check back every

minute to let them know they have not been forgotten

Page 5: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

TelephoneTelephone

Patient information is confidential, refer inquiries to the nurse caring for that patient

Non-personal information, may be allowed (such as room number and time of surgery) at some institutions

Know how to transfer a call if necessary Restrict calls to business matters, not

personal ones

Page 6: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

TelephoneTelephone

Helping a patient make a call Inform the patient that you would like

to assist in placing the call. Place the patient in a comfortable

position. Obtain the number of the party the

patient wishes to call. Dial the number correctly.

Page 7: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

TelephoneTelephone

Helping a patient make a call (cont.) Identify yourself when the party

answers. Give the phone to the patient. Place call button (light) within easy

reach of the patient.

Page 8: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

TelephoneTelephone

Helping a patient make a call (cont.) Leave the patient to converse in

privacy. Return to assist the patient when

signaled.

Page 9: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

Intercom SystemsIntercom Systems

Means of communication for patients and staff even though they cannot see each other

Page 10: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

Intercom SystemsIntercom Systems

Proper etiquette should be used Communications should be

calm, courteous, and pleasant Always answered immediately;

“May I help you?”

Page 11: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

Intercom SystemsIntercom Systems

If there is no reply, go to the patient’s room to check on the patient

Listen to the patient and try to assist them if at all possible

If you are unable to help the patient, notify the nurse

Page a person only if absolutely necessary (ie: cannot find the person and a patient needs medication, etc.)

Page 12: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

Intercom SystemsIntercom Systems

Client orientation Control panel Placement/access – always keep patient’s

call bell within reach of the patient Answered immediately Emergency call signals

Page 13: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

Two-way RadiosTwo-way Radios

Used between a mobile unit and a base location to transmit and/or receive information or instructions

Page 14: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

PagersPagers

When a message is urgent, paging is an efficient means of contacting members

A pager is a small electronic communication device which beeps, buzzes, or vibrates to indicate that a signal has been picked up or a call has been made

Page 15: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

Dictation-Transcription Dictation-Transcription EquipmentEquipment

Audio – recording machine used to convert verbal communication into written words. Recorded message is played and a transcriptionist types the information using a typewriter or computer word processor

This changing with EHR – Speech recognition technology

Page 16: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

ComputersComputers

Computers process information with speed and accuracy and are able to store vast amounts of information in a small space

Page 17: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

ComputersComputers

Types of computers: Mainframe computers

• Largest and most expensive• Used by large institutions• Process and store huge

amounts of information

Page 18: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

ComputersComputers

Personal computers Desktop Notebooks, Laptops iPads Cell Phones

Page 19: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

ComputersComputers

Uses: Process and store information Monitor patient care,

computerized client records E-mail - immediate transmission

of information worldwide Internet/research

Page 20: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

Computers Computers

Telemedicine – transmission of video images of client and information to provide support to healthcare professionals globally, especially in rural areas

Page 21: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

Fax MachinesFax Machines

Critical for transmitting client records, physician orders, test results, etc. which must be sent immediately to other locations

Page 22: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

Fax MachinesFax Machines

Scans page Transmits electronic impulses

over phone lines Impulses converted into duplicate

of original document by receiver machine

Page 23: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

Fax MachinesFax Machines

The fax machine should have a designated line in medical locations to avoid telephone interruptions

Page 24: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

Fax MachinesFax Machines

Prepare a cover sheet with the following information: Name of sender Phone number of sender Fax number of sender Fax number of receiver Name of receiver

Page 25: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

Fax MachinesFax Machines

Cover sheets (continued) Date Number of pages being transmitted Mark as “confidential” if necessary

Page 26: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

VideoconferencingVideoconferencing

Videoconferencing is a networking communication system which connects a number of locations to simultaneously share information, resources, and/or services

Page 27: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

VideoconferencingVideoconferencing

Connects those in geographically remote areas with other and overcomes the constraints of time, distance, and severe climatic conditions

Page 28: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

Videoconferencing Videoconferencing

Uses Continuing and professional

development Patient Consults

Equipment Computer Monitor Multimedia loudspeakers Camera Illumination

Page 29: Telephone Telephone Identify yourself, your location, and position Ask – “May I help you?” Be prepared to write down and take messages Write

Videoconferencing Videoconferencing EquipmentEquipment

• Computer• Monitor• Multimedia loudspeakers• Camera• Illumination system


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