Chapter 7 Verbal and Written Communications 139
Check Your Understanding
In order to comply with HIPAA regulations, you should not call
patients by their full names in the reception area. In the interest
of confi dentiality, use their fi rst or last name only. For example,
when addressing a patient in front of other patients, use Mr. Mercer
rather than John Mercer.
Some people have a tendency to be sarcastic, or use words that mean
the opposite of what you feel, to express frustration or in an attempt to
be funny. Sarcasm must be avoided with patients and coworkers. Sarcasm
adds a biting edge to words and can be hurtful or misunderstood.
Verbal Communication Challenges
Anything that interferes with communication can lead to a misinter-
pretation of your message. However, various factors can interfere spe-
cifi cally with your ability to communicate verbally with your patients.
Patients such as the hearing impaired, some intellectually disabled indi-
viduals, or a patient who does not speak your language pose challenges
for verbal communication, possibly requiring the use of a translator.
Speaking may be diffi cult for a patient who has suffered a stroke or stut-
ters badly.
In addition to these considerations, communication must be geared
toward a patient’s ability to understand. This often means substituting
basic terms for challenging medical terms that could confuse some people.
Even if a coworker is translating for you, you can’t assume that a fellow
employee unfamiliar with your specifi c fi eld will understand your use
of technical terms. You may want to simplify your language for both the
translator and the patient.
Hearing Impaired Patients
Communicating with someone who is hearing impaired presents
special challenges. If you have the opportunity, learning American Sign
Language (ASL) would be valuable as a healthcare facility employee
(Figure 7.4). However, many deaf people can read lips. If this is the case
with your hearing-impaired patient, speak slowly and face the patient in
a well-lighted area.
When a hearing-impaired patient is accompanied by an ASL inter-
preter, your conversation is still with the patient, not the interpreter. Face
your patient and speak directly with him or her. Speak in a normal tone of
voice, slowly, and clearly. People often speak loudly when talking to a deaf
person, but this tendency is unhelpful and should be avoided.
Think It Through
Have you had an experi-
ence communicating
with a hearing-impaired
individual? If so, what
methods have worked
for you to ensure the
hearing-impaired person
understands what you
are saying?