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Final Project: Health Care Roles in Communication
Knowing how to communicate in all health care roles is important. There are many areas of health care, so a diverse understanding of each will not only help you as a health care employee, but will also help the patients you meet. Being aware of the different communication roles may also help guide your decision in choosing your particular health care career.
Resources: Appendix A
Due Date: Day 7 [Individual] forum
Choose one of the scenarios presented in Appendix A and examine the role of communication for each relevant key player listed in Appendix A. Describe the perspectives of each player and an appropriate solution to the scenario.
Write a 2,100- to 2,800-word paper in APA format containing the following:
o Overview of chosen scenario
o Discussion of each key player’s perspective in accordance with your chosen scenario
o Discussion of communication implications
o Overview of an appropriate resolution
Lena is from Southeast Asia, and although Lena has lived in the United States for approximately 10 years, she has been raised according to the cultural traditions of her native land. After Lena suddenly fainted in class, she awoke to find herself in the emergency room with her best friend Susie sitting by her side. Lena was upset that she was at the hospital and yelled at Susie for bringing her there, exclaiming, “I’m not weak! I can get better on my own! You know this, Susie!” As she began to get out of bed, Susie notified a medical assistant, who came in and restrained Lena, saying, “Listen girl, I don’t have time to deal with this today! You need to stay here, you are sick!” Immediately after, the doctor interrupted the assistant, instructing her to leave the room. As the doctor calmly tried to explain to Lena her condition, she just sat there with a blank look on her face. She was perspiring heavily and did not acknowledge any of the doctor’s questions. Finally, the doctor said, “Fine, you are not going to respond? I have many other patients to attend to who actually want to get better,” and left the room.
Vivian has been having abdominal pains for the past week. Now that she has started her new job and received her new health insurance, she is finally able to schedule an appointment with a doctor. As Vivian arrives in the waiting area of the new doctor’s office, she notices the simple interior design: gray walls, black chairs, and two notes on the walls stating, “Turn off cell phones” and “Have co-pay ready.” She signs in at the front desk and hopes to talk to someone about the urgency of her pain. As she begins to speak, however, the assistant interrupts her, instructing her to take a seat, then quickly calls a waiting patient up to the desk. Vivian sits down and tries to suffer through the pain quietly. When Vivian is finally called back to the examining room, the doctor walks in and begins talking as if he were in a race. “Hi, Vivian. I’m Doctor Walls. I’m just going to listen to your breathing.” He tells her every step he is taking during her examination, then asks her the following questions: “When did you start feeling the pain?” “How often do you get the pains?” “Does any other part of your body hurt?” Vivian responds to his questions and watches as he quickly writes notes in her medical file. He prescribes pain medication, stipulates that she may have an ulcer, and instructs her to set up another appointment for an ultrasound. “Do you have any questions?” he asks as he is about to walk out the door. A bit overwhelmed, she replies, “No, I guess that’s it.”
Scenario #3—The Johnsons
Office billing receives notes written by the doctors and translates them into codes for billing health insurance. Routinely, Dr. Chan and Dr. Idea send in illegible notes that result in both Medicare and private insurance denying patient claims. As a result, the office bills the patients directly. This seems to be happening quite often, and irate patients are calling the billing office to complain. Mr. and Mrs. Johnson have called three times because they continue to be billed incorrectly, so they decide to meet with someone face-to-face to get results. The first person they come in contact with is Rose, a medical assistant tending to the front desk. Rose is aware of their problem, and in an attempt to explain the situation to the Johnsons, she tells them that it’s hard for billing to read the doctors’ handwriting, and when questioned about an illegible note, the doctors act as though they are “above” everyone else and disregard any inquiries. Rose also assures the Johnsons that this problem was brought up to the medical director, who is also unsupportive. Rose apologizes and assures the Johnsons that she will do everything she can to fix their billing issue. A few days later, the Johnsons request that their medical records be transferred to a different medical facility.
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