DEVELOPING BASIC CONCEPTS OF

COMMUNICATION FOR ORTHOPEDIC

TECHNICIANS
By Yaser S. Samman, MSc, RD
 Let’s Get to
Know Each other
Your name

Major

Fun Fact
reaching out

[email protected]

0540262624

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 5 weeks

2 weeks

3 weeks
 2
1
3
4

{
1 quiz = 30%
My Objectives:

• To have the confidence moving to the

next modules
• To be able to communicate like a highly
trained healthcare specialist
• To be able to pass any OSCE or Interview
Module 1 Objectives:
Recognize and distinguish nouns, verbs, adjectives, and adverbs in sentences, enhancing their
understanding of sentence structure.

Develop the ability to speak and write clearly and enabling effective communication with others
healthcare personnel.

Compose examples of grammar elements, demonstrating the practical application of acquired

grammar rules.

Develop proficiency in grammar, oral skills, reading, writing, and study skills, contributing to
overall language enhancement.

Use grammar correctly in writing, incorporating real examples to reinforce understanding and
ensure accurate written expression

Understand the importance of utilizing electronic medical record in health care setting.

Demonstrate adequate communication skills using telephone or emails in hospital setting.

Contents
01 Introduction
Importance of Communication in Healthcare

02 Objectives
Definition of Clear Communication
Techniques for Speaking Clearly
Strategies for Writing Effectively

03 Techniques for Speaking Clearly

Pronunciation Exercises
Vocal Projection and Clarity
Pausing and Pacing

04 Strategies for Writing Effectively

Structure and Organization
Use of Plain Language
Editing and Proofreading Tips

05 Review
Games and prizes
Flashcards
Other online resources
What is communication?
Communication
Communication is a process that involves sending and receiving
messages through the verbal and non-verbal methods.
Communication is a two-way means of communicating
information in the form of thoughts, opinions, and ideas
between two or more individuals with the purpose of building an
understanding.

The imparting or exchanging of information by speaking, writing,

or using some other channels.
Why Effective communication is
essential in healthcare
It can help patients better understand their health, enabling them to embrace proactive

health and wellness strategies.

It can also help patients develop a comprehensive understanding of current care

strategies involving their health, including acute health situations.

Communication can also help develop a sense of trust between the patient and provider,

making it easier for patients to adhere to a provider’s

 What is the difference?

Internal External
Communication Communication
 Internal
External
Communication
Communication
The exchange of
information, ideas, and Communication with
feedback among individuals and entities
healthcare professionals outside the healthcare
within a healthcare organization Includes
organization or facility. patients, their families,
This communication other healthcare
occurs between facilities, regulatory
individuals and bodies, and the public
departments involved in
patient care,
administration, support
services, and
management.
Internal Communication
Importance of Internal Communication
Ensures smooth workflow and coordination among healthcare team members
Facilitates timely sharing of critical information
Enhances patient care and safety
Channels of Internal Communication
Staff Meetings: Regular meetings for updates, problem-solving, and decision-making
Electronic Communication: Emails, instant messaging platforms, and intranet portals for quick information
exchange
Shift Handovers: Comprehensive transfer of patient information between shifts
Team Huddles: Brief meetings to discuss goals, tasks, and any urgent issues
Interdepartmental Collaboration: Communication between different departments for coordinated care
Strategies for Effective Internal Communication
Clear and Concise Messaging: Avoid jargon and communicate in plain language
Active Listening: Encourage open dialogue and respect differing viewpoints
Feedback Mechanisms: Provide avenues for staff to offer feedback and suggestions
Regular Training: Enhance communication skills through ongoing training programs
Utilization of Technology: Implement communication tools that streamline information sharing and collaboration
External Communication
Importance of External Communication
Building Trust and Rapport: Establishing positive relationships with patients and their families
Reputation Management: Maintaining a favorable public image and perception
Compliance and Reporting: Fulfilling regulatory requirements and reporting obligations
Referral Management: Facilitating seamless referrals and collaborations with other healthcare providers
Channels of External Communication
Patient Consultations: Clear and empathetic communication during patient visits
Telemedicine: Virtual consultations and follow-ups with patients
Patient Education Materials: Providing informational brochures, leaflets, and online resources
Community Outreach Programs: Engaging with local communities through health fairs, workshops, and seminars
Media Relations: Handling media inquiries and issuing press releases as necessary
Regulatory Reporting: Compliance with reporting requirements to regulatory agencies
Strategies for Effective External Communication
Patient-Centered Approach: Tailoring communication to meet the needs and preferences of patients
Empathy and Compassion: Demonstrating empathy and understanding in all interactions
Clear and Transparent Communication: Providing accurate and easily understandable information
Timeliness: Responding promptly to inquiries and concerns
Cultural Sensitivity: Respecting cultural differences and diversity in communication
Case Study
Background: A multidisciplinary orthopedic clinic aimed
to improve both internal and external communication
to enhance patient care and satisfaction. The clinic
comprised orthopedic surgeons, physiotherapists,
orthopedic technicians, and administrative staff.
Internal Communication Initiatives
Background: A multidisciplinary orthopedic clinic aimed to improve both internal and external communication to
enhance patient care and satisfaction. The clinic comprised orthopedic surgeons, physiotherapists, orthopedic
technicians, and administrative staff.
Internal Communication Initiatives:
1. Implementation of Regular Interdisciplinary Meetings:
Weekly meetings were established to discuss patient cases, treatment plans, and any challenges encountered.
This allowed for collaborative decision-making and ensured that all team members were aligned in patient care.
2. Introduction of Electronic Communication Tools:
A secure messaging platform was adopted to facilitate quick communication between team members.
Staff could easily share updates, coordinate appointments, and seek advice from colleagues, leading to improved
efficiency.
External Communication Initiatives:
1. Patient Education Materials:
Brochures and pamphlets were developed to educate patients about common orthopedic conditions, treatment options,
and rehabilitation exercises.
Patients were provided with written instructions and visual aids to enhance understanding and compliance with their
treatment plans.
2. Improved Telemedicine Services:
In response to the COVID-19 pandemic, the clinic expanded its telemedicine services to provide virtual consultations and
follow-ups.
Patients appreciated the convenience and accessibility of telemedicine appointments, leading to higher patient
satisfaction scores.
Outcomes:
Enhanced Collaboration: Interdisciplinary meetings fostered a culture of collaboration and mutual

respect among team members, resulting in more comprehensive patient care.

Increased Patient Satisfaction: Patients reported higher satisfaction levels due to improved

communication with healthcare providers, clearer explanations of their conditions, and

personalized treatment plans.

Streamlined Processes: The adoption of electronic communication tools streamlined

administrative processes, reduced appointment scheduling errors, and minimized delays in patient

care.

Positive Reputation: The clinic's commitment to effective communication and patient-centered

care contributed to a positive reputation within the community, leading to an increase in patient

referrals and favorable online reviews.

What did we learn?
Communication Checklist
Special Situations
Breaking Bad News
Disclosing Death
Handling an aggressive patient/family
Communication in the case of an emergency/disaster
Disclosure of an adverse event
Managing an angry employee
Handling patient-staff argument
Communication barriers
Effects due to lack of communication
Medical Errors: Miscommunication among healthcare professionals can lead to medication errors, incorrect diagnoses, and other medical

mistakes, compromising patient safety and outcomes.

Delayed Treatment: Failure to communicate critical information about patient conditions or changes in treatment plans can result in delays in

care, potentially worsening patients' conditions and prolonging recovery times.

Poor Continuity of Care: Inadequate communication during patient handovers or transitions between healthcare providers can disrupt the

continuity of care, leading to gaps in treatment, duplicated tests, and fragmented care delivery.

Decreased Patient Satisfaction: Patients may feel frustrated or dissatisfied with their care experiences when they perceive a lack of

communication between healthcare providers, leading to decreased trust in the healthcare system.

Legal and Ethical Issues: Communication failures can contribute to legal and ethical dilemmas, such as informed consent issues, documentation

discrepancies, and allegations of negligence or malpractice.

Staff Frustration and Burnout: Poor communication can cause stress, frustration, and burnout among healthcare professionals, leading to

decreased morale, job satisfaction, and ultimately, staff retention issues.

Reduced Efficiency and Productivity: Inefficient communication processes can result in wasted time, duplicated efforts, and missed opportunities

for collaboration, hindering overall healthcare delivery and operational efficiency.

Financial Implications: Communication breakdowns may lead to increased healthcare costs due to preventable medical errors, longer hospital

stays, and potential legal expenses associated with malpractice claims.

Adverse Public Perception: Instances of communication failures within healthcare organizations can damage reputation and trust in the eyes of

the public, impacting patient recruitment, community support, and stakeholder relationships.

Compromised Interdisciplinary Collaboration: Ineffective communication among multidisciplinary healthcare teams can hinder collaboration,

coordination, and shared decision-making, limiting the ability to provide comprehensive, patient-centered care.
Unacceptable Behaviors
Unacceptable Behaviors in Communication as an
Orthopedic Technician
Lack of Active Listening:
Ignoring or interrupting patients or colleagues during conversations.
Failing to fully understand patients' concerns or healthcare team members' perspectives.
Disrespectful Language and Tone:
Using derogatory or disrespectful language towards patients, colleagues, or other healthcare professionals.
Adopting a condescending or dismissive tone during interactions.
Poor Nonverbal Communication:
Displaying negative body language, such as crossing arms, rolling eyes, or sighing, which can convey disinterest or hostility.
Failing to maintain eye contact or offer appropriate facial expressions during conversations.
Ineffective Conflict Resolution:
Avoiding or escalating conflicts instead of addressing them constructively.
Engaging in personal attacks or blaming others rather than seeking collaborative solutions.
Lack of Empathy and Compassion:
Failing to acknowledge patients' emotions or concerns, leading to feelings of neglect or dissatisfaction.
Demonstrating insensitivity or indifference towards patients' pain or distress.
Inaccurate or Incomplete Communication:
Providing misinformation or failing to communicate essential details about patients' conditions, treatment plans, or follow-up
instructions.
Neglecting to document patient information accurately, leading to errors in continuity of care.
Consequences of Unacceptable Behaviors:
Diminished Patient Trust and Satisfaction

Decreased Team Morale and Cohesion

Compromised Patient Safety and Outcomes

Legal and Ethical Implications

Damage to Professional Reputation and Relationships

Let’s Practice!
Scenario 1: Patient Education You are tasked with educating a patient who recently underwent knee replacement surgery on post-operative care and
rehabilitation exercises. Practice effectively communicating the following points:
Explanation of the importance of following post-operative care instructions.
Demonstration of proper techniques for performing rehabilitation exercises.
Clarification of any questions or concerns the patient may have about their recovery process.

Scenario 2: Interprofessional Communication You need to communicate with a physical therapist regarding a patient's progress in physical therapy
following a shoulder injury. Practice effectively communicating the following information:
Brief overview of the patient's injury and current treatment plan.
Discussion of the patient's progress, including improvements and any challenges encountered.
Collaboration on adjustments to the rehabilitation program to optimize the patient's recovery.

Scenario 3: Patient Consultation You are conducting a consultation with a patient who presents with chronic back pain. Practice effectively
communicating the following:
Active listening to understand the patient's symptoms, medical history, and concerns.
Explanation of diagnostic tests or imaging studies recommended to further evaluate the patient's condition.
Discussion of treatment options, including conservative measures, physical therapy, and surgical interventions, if necessary.

Scenario 4: Shift Handover You are providing a handover to the orthopedic technician taking over the next shift. Practice effectively communicating
the following information:
Summary of patients currently under your care, including their diagnoses, treatment plans, and any recent changes in condition.
Highlighting of any urgent tasks or pending follow-ups that need attention during the next shift.
Answering any questions or providing additional clarification as needed.

Scenario 5: Patient Follow-Up Call You need to follow up with a patient who recently underwent arthroscopic knee surgery to check on their recovery
progress and address any concerns. Practice effectively communicating the following:
Introduction and purpose of the follow-up call.
Inquiry about the patient's pain level, mobility, and adherence to post-operative instructions.
Provision of reassurance, guidance on managing common post-operative symptoms, and encouragement for continued recovery efforts.
COMMUNICATING
WITH OTHER
HEALTH CARE
PROFESSIONALS
Written Communications and Documentation for
Orthopedic Technicians
Importance of Written Communications:
Clear and concise communication ensures patient safety and quality care.
Documentation serves as a legal record of patient care and treatment.
Types of Written Communications:
Patient Charts: Recording patient history, treatments, and progress.
Referral Letters: Communicating with other healthcare providers about patient conditions and treatment plans.
Instructions and Protocols: Providing clear instructions for patients regarding post-treatment care and rehabilitation
exercises.
Key Components of Effective Documentation:
Accuracy: Ensure all information is correct and up-to-date.
Clarity: Use clear and understandable language.
Completeness: Document all relevant information thoroughly.
Timeliness: Record information promptly after patient interactions.
Compliant with health laws and facility standards
Best Practices for Written Communications:
Use standardized templates and forms to ensure consistency.
Avoid medical jargon; use plain language that patients can understand.
Double-check all documentation for errors before finalizing.
Maintain patient confidentiality and adhere to HIPAA guidelines.
Document any changes in patient condition or treatment plan.
Challenges, Solutions, and Training
Challenges and Solutions:
Challenge: Time constraints for documentation.
Solution: Allocate dedicated time for documentation tasks to ensure accuracy and completeness.
Challenge: Handwriting legibility.
Solution: Utilize electronic health record systems for typed documentation.
Training and Education:
Provide ongoing training on documentation standards and best practices.
Offer resources for improving written communication skills, such as workshops or online courses.
Ask a senior provider to help you
Let’s Practice!
Sample to practice (Your facility might have a different form)
Patient Name: [Enter Patient Name]
Date of Visit: [Enter Date]
Chief Complaint: [Enter Patient's Chief Complaint]
History of Present Illness: [Briefly describe the patient's current condition and any relevant history leading up to the visit.]
Past Medical History: [List any relevant past medical conditions or surgeries.]
Medications: [List any medications the patient is currently taking, including dosage and frequency.]
Allergies: [Note any known allergies the patient has.]
Vital Signs:
Blood Pressure: [Enter BP]
Heart Rate: [Enter HR]
Respiratory Rate: [Enter RR]
Temperature: [Enter Temp]
Physical Examination:
General: [Describe the patient's overall appearance and demeanor.]
Musculoskeletal: [Note any abnormalities or findings related to the musculoskeletal system.]
Neurological: [Describe any neurological assessments conducted and findings.]
Other Systems: [Include any relevant findings from examinations of other systems, if applicable.]
Assessment and Plan:
[Summarize the assessment of the patient's condition.]
[Outline the plan for treatment and follow-up, including any medications prescribed, referrals made, or further diagnostic tests ordered.]
Patient Education:
[Provide information given to the patient regarding their condition, treatment plan, and any necessary instructions or precautions.]
Follow-Up Instructions:
[Specify any follow-up appointments or actions required by the patient.]
Provider Signature: [Enter Provider's Signature]
Date and Time: [Enter Date and Time of Documentation]
 Types of documentation

Electronic Medical Record (EMR)

Checklist/Written Report
 Telephone
Communication
Best Practices
Importance of Telephone Communication:
Telephone communication is a vital aspect of patient care and clinic operations.
It is often the first point of contact for patients seeking medical assistance or information.

Key Principles for Effective Telephone Communication:

a. Professionalism:
Speak clearly and politely.
Identify yourself and the clinic.
b. Active Listening:
Pay attention to the caller's concerns and questions.
Avoid interrupting; let the caller finish speaking before responding.
c. Empathy:
Show empathy and understanding towards the caller's situation.
Acknowledge any concerns or frustrations expressed by the caller.
d. Accuracy:
Ensure accuracy in conveying information and taking down details.
Repeat important information to confirm understanding.
e. Confidentiality:
Maintain patient confidentiality at all times.
Avoid discussing sensitive information in public areas.
Handling Difficult Situations:
Remain calm and composed, even in challenging or stressful situations.
If unable to provide immediate assistance, assure the caller that their concerns will be addressed
promptly.
If necessary, escalate the call to a supervisor or another appropriate staff member.

Telephone Etiquette:
Answer calls promptly, ideally within three rings.
Use a friendly and professional tone throughout the conversation.
Avoid eating, chewing gum, or engaging in other distracting activities while on the phone.
End the call politely, thanking the caller for contacting the clinic and offering assistance for any further
needs.

Training and Feedback:

Provide staff training on telephone communication skills, including role-playing scenarios.
Offer regular feedback and coaching to improve telephone communication proficiency.
Monitor and evaluate telephone interactions to identify areas for improvement.
Signage System
 Color Code
Standardization
System Failure (electricity, water, etc)
 Recognizing Sentence Elements
‫راجع و اسأل اسئلة و تدريب‬

Sentence Sentence Structure in Practice

Structure
‫راجع و اسأل اسئلة و تدريب‬

Overview
Importance of Clarity and Precision
Discussion on how proper identification of nouns, verbs,
adjectives, and adverbs enhances clarity and precision in
healthcare communication.
Examples illustrating the impact of sentence structure on
conveying accurate information.
 CONCLUSION

The development of basic concepts of

communication is paramount for orthopedic
technicians to effectively interact with patients,
colleagues, and other healthcare professionals. By
honing skills in speaking and writing clearly,
orthopedic technicians can ensure accurate
transmission of crucial information, ultimately
enhancing patient care and safety.
Practice! Practice! Practice!
 Resource page
Baker, L., & Blass, L. (2018). 21st century communications: Listening, speaking, and critical thinking (1st
ed.). Lida Baker and Laurie Blass.
Elbaum, S. (2020). Grammar in context 1 (7th ed.). Sandra Elbaum.
Lessonsnips.com. (n.d.). About the Identifying Parts Of Speech Lesson. Retrieved from [URL]
Skillsyouneed.com. (n.d.). Communication Skills. Retrieved from
https://www.skillsyouneed.com/ips/communication-skills.html#google_vignette
Englishcollege.com. (n.d.). The 5 Fundamental Elements of English Grammar. Retrieved from
https://www.englishcollege.com/what-5-elements-grammar
Slideplayer.com. (Year of publication). Lecture 6 Form classes or parts of speech. Retrieved from
https://slideplayer.com/slide/4454813/#google_vignette