October 2023
In part 2 of this series, we talk about open communication between our members and their health care professionals. The Blue Cross and Blue Shield of Oklahoma (BCBSOK) Quality Improvement customer satisfaction survey showed BCBSOK members value open communication with their providers.
Hints and tips on effective communication from the American Nurses Association. Effective communication must be planned. Listening, showing empathy, being patient, careful of body language and tone of voice can build a strong rapport with your patients.
Rapport: Support two-way talk. This helps build trust and understanding between you and your patients. Ask open answer questions and have welcoming body language.
Listen closely for feedback: Feedback gives a chance to enhance patient understanding and clear up any upset or misunderstandings.
Beware of Barriers: Keep in mind the use of medical jargon, noise and other distractions, hearing or speech deficits, language, culture, time, and family dynamics when speaking with your patients.
Also talking with your patients about the best ways to stay connected, i.e., email, online portal, phone calls, can help support open communications.
Stay tuned for more Quality Improvement topics and ways to close the gaps in care. Thank you for all you do for our members.
