MDCA 1310 - Medical Assistant Interpersonal and Communication Skills

MDCA 1310:

Description
Emphasis on the application of basic psychological principles and the study of behavior as they apply to special populations. Topics include procedures for self-understanding and social adaptability in interpersonal communication with patients and co-workers in an ambulatory care setting.
Semester Offered
Fall and Spring semesters
Credits 3 Lecture Hours 3 Lab Hours 0
Extended Hours
0
Contact Hours
48
State Approval Code
CIP 51.0801
Alternate Operations During Campus Closure

In the event of an emergency or announced campus closure due to a natural disaster or pandemic, it may be necessary for Panola College to move to altered operations. During this time, Panola College may opt to continue delivery of instruction through methods that include, but are not limited to: online learning management system (CANVAS), online conferencing, email messaging, and/or an alternate schedule. It is the responsibility of the student to monitor Panola College's website (www.panola.edu) for instructions about continuing courses remotely, CANVAS for each class for course-specific communication, and Panola College email for important general information.

Class Attendance

Regular and punctual attendance of classes and laboratories is required of all students. When a student has been ill or absent from class for approved extracurricular activities, he or she should be allowed, as far as possible, to make up for the missed work. If a student has not actively participated by the census date, they will be dropped by the instructor for non-attendance. This policy applies to courses that are in-person, online, hybrid, and hyflex.

Attendance in online courses is determined by submission of an assignment or participation in an activity. According to federal guidelines, simply logging into a distance learning course without participating in an academic assignment does not constitute attendance. Distance learning is defined as when a majority (more than 50%) of instruction occurs when the instructor and students are in separate physical locations. Students must engage in an academic activity prior to the course census date. 

When an instructor feels that a student has been absent to such a degree as to invalidate the learning experience, the instructor may recommend to the Vice President of Instruction that the student be withdrawn from the course. Instructors may seek to withdraw students for non-attendance after they have accumulated the following number of absences: 

Fall or spring semesters: 

3 or more class meeting times per week - 5 absences

2 class meeting times per week - 3 absences

1 class meeting per week -  2 absences

The student is responsible for seeing that he or she has been officially withdrawn from a class. A student who stops attendance in a class without officially withdrawing from that class will be given a failing grade; consequently, the student must follow official withdrawal procedures in the Admissions/Records Office.

Please note: Health Science and Cosmetology courses may require more stringent attendance policies based on their accreditation agencies. Please see the addendum and/or program handbook for further information concerning attendance.  

Pregnant/Parenting Policy

Panola College welcomes pregnant and parenting students as a part of the student body. This institution is committed to providing support and adaptations for a successful educational experience for pregnant and parenting students. Students experiencing a need for accommodations related to pregnancy or parenting will find a Pregnancy and Parenting Accommodations Request form in the Student Handbook or may request the form from the course instructor.

Artificial Intelligence (AI) Course Policy

Use of generated AI Permitted under some classroom circumstances with permission.

There are situations throughout the course where you may be asked to use artificial intelligence (AI) tools to explore how they can be used. Outside of those circumstances, you should not use AI tools to generate content that will end up in any student work (assignments, activities, discussion responses, etc.). In such cases for Option #2, no more than 25% of the student work should be generated by AI. Use of any AI-generated content in this course without the instructor’s consent qualifies as academic dishonesty and violates Panola College’s standards of academic integrity.

Instructional Goals and Purposes

After studying all materials and resources presented in the course, the student will be able to:

  1. Explain and describe effective and non-effective communication techniques.
  2. Differentiate between verbal and non-verbal communication.
  3. Identify behaviors that interfere with effective communication.
  4. Identify elements of active listening and benefits of professional communication.
  5. Perform interview techniques and demonstrate or explain appropriate patient education practices.
  6. Identify relationships among various health care professionals and patients of various educational levels.
  7. Demonstrate knowledge of various ethnic groups and discuss communication between cultures.
  8. Discuss the aspects of electronic communication methods.
  9. Demonstrate proper grammar and writing skills.
  10. Explain basic psychological principles and developmental stages of life.
  11. Demonstrate professionalism of an effective health care worker.
Learning Outcomes

Explain basic psychological principles and developmental stages of life; differentiate between verbal and non-verbal communication; identify behaviors that interfere with effective communication; identify elements of active listening; discuss the stages of grief; identify relationships among various health care professions; and describe and demonstrate professionalism of an effective health care worker.

Specific Course Objectives (includes SCANS)

After studying all materials and resources presented in the course, the student will be able to:

  1. Chapter 1 Communication and the Quality of Care
    1. Explain the importance of effective communication
    2. Illustrate the role of therapeutic communication in patient outcomes.
    3. Describe the elements of the communication process.
    4. Describe the obstacles to successful communication.
  2. Chapter 2 Nonverbal Communication
    1. Describe why the understanding of nonverbal communication is important in health care
    2. Explain how each of the following may convey nonverbal messages to the observer: gestures, facial expressions, gaze patterns, personal space, position, posture, and touch.
    3. Explain why verbal messages and nonverbal messages must be consistent with each other.
    4. Describe the methods by which the healthcare professional can confirm his or her interpretation of a patient’s nonverbal behavior.
    5. Describe the proper nonverbal communication skills for the healthcare professional
  3. Chapter 3 Verbal Communication
    1. Explain the purposes of using clear language for effective verbal communication with patients.
    2. Describe and illustrate paralanguage and how it can impact communication
    3. Identify practices for effective verbal communication with patients and other healthcare providers.
    4. Develop skills for listening and paraphrasing.
    5. Explain why providing empathy and understanding to the patient is so important.
    6. Demonstrate the methods of questioning the patient.
  4. Chapter 4 Professional Communication and Behavior
    1. Identify the benefits of effective professional communication and behavior.
    2. Describe the interpersonal skills essential for a successful healthcare professional.
    3. Discuss effective therapeutic communication skills.
    4. Explain roadblocks to therapeutic communication.
    5. Discuss strategies for effectively working with patients who may be angry or anxious.
    6. Describe strategies for effective communication with other members of the healthcare team.
    7. Explain the Health Insurance Portability and Accountability Act (HIPAA) and discuss the privacy issues surrounding HIPAA.
  5. Chapter 5 Modifying Communication to a Patient's Unique Needs
    1. Describe the elements of effective communication with chronically ill patients.
    2. Explain the strategies to navigate communication with terminally ill patients.
    3. Describe the strategies to effectively communicate with patients with intellectual disabilities.
    4. Explain the strategies to navigate communication with mentally ill patients.
  6. Chapter 6 Adapting Communication to a Patient’s Ability to Understand 
    1. Explain how low health literacy may impact a patient’s health.
    2. Describe several strategies that will facilitate communication between a healthcare professional and a patient with low health literacy.
    3. Explain how language barriers may impact communication between a healthcare professional and his or her patient.
    4. Describe several strategies that will facilitate communication between a healthcare professional and a patient who speaks a different language.
    5. Describe several strategies that will facilitate communication between a healthcare professional and a patient who is visually impaired.
    6. Describe several strategies that will facilitate communication between a healthcare professional and a patient who is deaf or hard of hearing.
    7. Explain how advanced age may impact communication between a healthcare professional and their patient.
    8. Describe several strategies that will facilitate communication between a healthcare professional and an elderly patient.
    9. Distinguish between delirium and dementia.
    10. Describe several strategies that will facilitate communication between a healthcare professional and a patient with impaired cognitive abilities.
  7. Chapter 7 Cultural Sensitivity
    1. Discuss the ways in which our society is becoming more multicultural and ethnically diverse.
    2. Explain the documented disparity that ethnic and racial minorities experience in the quality and availability of health care.
    3. Define cultural competence and explain the need for it on the part of healthcare professionals (HCPs).
    4. Describe a model for developing cultural competence.
    5. Discuss nonverbal communication between cultures.
    6. Explain the responsibilities of all healthcare providers under the National Standards for Culturally and Linguistically Appropriate Services (CLAS) in Health and Health Care.
    7. Discuss the need for and the use of medical interpreters.
  8. Chapter 8 Interviewing Techniques
    1. Understand the unequal relationship between the healthcare professional and the patient.
    2. Describe ways in which the healthcare professional may show concern for the patient during the interview.
    3. Determine who should be interviewed to provide medical information for a given patient.
    4. Describe the differences between patient interviews that take place in person and those that occur over the telephone.
    5. Distinguish between closed questions, open-ended questions, and indirect statements.
    6. Compare and contrast the healthcare professional–centered interview and the patient-centered interview.
    7. Understand and implement the patient interviewing guidelines.
    8. Develop skills that lead to the “pinpointing” of the chief complaint.
    9. Describe the legal restrictions and ethical issues associated with the patient interview
  9. Chapter 9 Patient Education
    1. Identify the benefits of patient education.
    2. Describe the factors that determine the type of instruction needed.
    3. Describe the factors that may influence the patient’s response to the instruction.
    4. Distinguish the three types of learning styles.
    5. Design behavioral objectives, determine the content that should be included, and discuss the factors that contribute to clear communication during a teaching session.
    6. Discuss the strategies that contribute to effective patient instruction.
    7. Explain how interaction and two-way communication with the patient enhance the educational process.
    8. Describe the benefits and identify the potential limitations of using visual aids and written materials
  10. Chapter 10 Electronic Communication
    1. Explain how telecommunication, facsimile (fax), and email differ from face-to-face communication.
    2. Discuss the guidelines for the effective use of the telephone in the healthcare setting.
    3. Identify the types of incoming patient calls that are commonly handled by healthcare professionals.
    4. Discuss the guidelines for dealing effectively with an angry patient.
    5. Identify the types of incoming nonpatient calls that are commonly handled by healthcare professionals.
    6. Describe the minimum information needed for a telephone message taken in a healthcare setting.
    7. Define telephone triage and explain why it is an important procedure.
    8. List the symptoms and conditions that require immediate medical help.
    9. Discuss the guidelines for effectively handling potential emergency calls.
    10. Describe the type of information an emergency dispatcher will require and its significance.
    11. List the items of information that should be included on a facsimile (fax) cover sheet.
    12. Discuss the guidelines for the secure operation of a facsimile (fax) machine.
    13. Discuss the guidelines for the effective use of email in the healthcare setting.
  11. Chapter 11 The Communication Skills you Need to Land that First Job
    1. Describe the elements of an effective resume.
    2. Explain the importance and describe the elements of an effective cover letter.
    3. Understand the importance of interview preparation.
    4. Discuss the process of a successful interview.
    5. Explain the importance and describe the elements of an effective thank-you letter.
  12. Chapter 12: Fundamental Writing Skills
    1. Explain the functions and purposes of the parts of speech and punctuation.
    2. Illustrate correct sentence grammar.
    3. Identify common sentence errors and strategies for correcting them.
    4. Demonstrate effective paragraph basics.
    5. Explain the basics of SOAP notes.
    6. Provide an overview and list of resources for APA Style.
    7. Describe the basics of electronic health records.
Course Content

A general description of lecture/discussion topics included in this course is listed in the Learning Objectives / Specific Course Objectives sections of this syllabus.

Students in all sections of this course will be required to do the following:

  1. End-of-chapter questions and/or quizzes
  2. Major Projects and Discussions
  3. Exams (Chapters 1-12)
  4. Final exam
Methods of Instruction/Course Format/Delivery

Students are expected to demonstrate basic competency in reading, writing, oral communication, math, and computer skills. Students are expected to be an active learning participant by assuming accountability in preparing for each class by completing required readings and/or other learning activities as listed in each unit assignment. Proficiency will be measured by examination scores, oral discussions and/or presentations, case studies and internet research activities.

Students should use the Email within Canvas to communicate with the instructor. Using Canvas email gives you access to the instructor and other classmates without having to remember or type email addresses - you must select a name from the list. If you are not able to contact me using email in Canvas, you may use my Panola College email address, contact me by telephone, or stop by my office. I attempt to respond to all email within 24 hours. Please always include a subject line and your name in your email.

Assignments
  1. Read each chapter and answer the end-of-chapter questions as assigned (chapters 1-12)
  2. Complete online quizzes as assigned
  3. Complete Discussions as assigned
  4. Complete Projects as assigned
  5. Complete All Exams
Assessments

Chapter Quizzes
Exams 
Final exam

Course Grade

The grading scale for this course is as follows:

  • Assignments – 20%
  • Exams 20%
  • Final Exam 30%
  • Projects and Discussions 30%
Texts Materials, and Supplies

Communication Skills for the Healthcare Professional, Enhanced Edition,  McCorry, L., Mason, J., Copyright 2020, JBL Publishing, Second Edition ISBN:9781284219999


 

Required Readings

Communication Skills for the Healthcare Professional, Enhanced Edition,  McCorry, L., Mason, J., Copyright 2020, JBL Publishing, Second Edition ISBN:9781284219999

Note: 1st or 2nd edition may be used by affiliated high schools

Other
  • Courses conducted via video conferencing may be recorded and shared for instructional purposes by the instructor.
  • For current texts and materials, use the following link to access bookstore listings: https://www.panolacollegestore.com.
  • For testing services, use the following link: https://www.panola.edu/student-services/studentsupport/academic-testing-center.
  • The Accommodations & Disability Support (A&DS) Office at Panola College provides and facilitates support services and accommodations for students with disabilities. The A&DS office works under the federal guidelines included in Section 504 of the Rehabilitation Act of 1973 and the American with Disabilities Act.  Please contact the Accommodations & Disability Support (A&DS) Office located in the Charles C. Matthews Student Center or go to https://www.panola.edu/disabilitysupport for more information.
  • Withdrawing from a course is the student’s responsibility. Students who do not attend class and who do not withdraw will receive the grade earned for the course.
  • Student Handbook (located in the Panola College Catalog)
SCANS Criteria
  1. Foundation skills are defined in three areas: basic skills, thinking skills, and personal qualities.
    1. Basic Skills: A worker must read, write, perform arithmetic and mathematical operations, listen, and speak effectively. These skills include:
      1. Reading: locate, understand, and interpret written information in prose and in documents such as manuals, graphs, and schedules.
      2. Writing: communicate thoughts, ideas, information, and messages in writing, and create documents such as letters, directions, manuals, reports, graphs, and flow charts.
      3. Arithmetic and Mathematical Operations: perform basic computations and approach practical problems by choosing appropriately from a variety of mathematical techniques.
      4. Listening: receive, attend to, interpret, and respond to verbal messages and other cues.
      5. Speaking: Organize ideas and communicate orally.
    2. Thinking Skills: A worker must think creatively, make decisions, solve problems, visualize, know how to learn, and reason effectively. These skills include:
      1. Creative Thinking: generate new ideas.
      2. Decision Making: specify goals and constraints, generate alternatives, consider risks, and evaluate and choose the best alternative.
      3. Problem Solving: recognize problems and devise and implement plan of action.
      4. Visualize ("Seeing Things in the Mind's Eye"): organize and process symbols, pictures, graphs, objects, and other information.
      5. Knowing How to Learn: use efficient learning techniques to acquire and apply new knowledge and skills.
      6. Reasoning: discover a rule or principle underlying the relationship between two or more objects and apply it when solving a problem.
    3. Personal Qualities: A worker must display responsibility, self-esteem, sociability, self management, integrity, and honesty.
      1. Responsibility: exert a high level of effort and persevere toward goal attainment.
      2. Self-Esteem: believe in one's own self-worth and maintain a positive view of oneself.
      3. Sociability: demonstrate understanding, friendliness, adaptability, empathy, and politeness in group settings.
      4. Self-Management: assess oneself accurately, set personal goals, monitor progress, and exhibit self-control.
      5. Integrity and Honesty: choose ethical courses of action.
  2. Workplace competencies are defined in five areas: resources, interpersonal skills, information, systems, and technology.
    1. Resources: A worker must identify, organize, plan, and allocate resources effectively.
      1. Time: select goal-relevant activities, rank them, allocate time, and prepare and follow schedules.
      2. Money: Use or prepare budgets, make forecasts, keep records, and make adjustments to meet objectives.
      3. Material and Facilities: Acquire, store, allocate, and use materials or space efficiently. Examples: construct a decision timeline chart; use computer software to plan a project; prepare a budget; conduct a cost/benefits analysis; design an RFP process; write a job description; develop a staffing plan.
    2. Interpersonal Skills: A worker must work with others effectively.
      1. Participate as a Member of a Team: contribute to group effort.
      2. Teach Others New Skills.
      3. Serve Clients/Customers: work to satisfy customer's expectations.
      4. Exercise Leadership: communicate ideas to justify position, persuade and convince others, responsibly challenge existing procedures and policies.
      5. Negotiate: work toward agreements involving exchange of resources, resolve divergent interests.
      6. Work with Diversity: work well with men and women from diverse backgrounds. Examples: collaborate with a group member to solve a problem; work through a group conflict situation, train a colleague; deal with a dissatisfied customer in person; select and use appropriate leadership styles; use effective delegation techniques; conduct an individual or team negotiation; demonstrate an understanding of how people from different cultural backgrounds might behave in various situations.
    3. Information: A worker must be able to acquire and use information.
      1. Acquire and Evaluate Information.
      2. Organize and Maintain Information.
      3. Interpret and Communicate Information.
      4. Use Computers to Process Information. Examples: research and collect data from various sources; develop a form to collect data; develop an inventory record-keeping system; produce a report using graphics; make an oral presentation using various media; use on-line computer databases to research a report; use a computer spreadsheet to develop a budget.
    4. Systems: A worker must understand complex interrelationships.
      1. Understand Systems: know how social, organizational, and technological systems work and operate effectively with them.
      2. Monitor and Correct Performance: distinguish trends, predict impacts on system operations, diagnose deviations in systems' performance and correct malfunctions.
      3. Improve or Design Systems: suggest modifications to existing systems and develop new or alternative systems to improve performance. Examples: draw and interpret an organizational chart; develop a monitoring process; choose a situation needing improvement, break it down, examine it, propose an improvement, and implement it.
    5. Technology: A worker must be able to work with a variety of technologies.
      1. Select Technology: choose procedures, tools or equipment including computers and related technologies.
      2. Apply Technologies to Task: understand overall intent and proper procedures for setup and operation of equipment.
      3. Maintain and Troubleshoot Equipment: Prevent, identify, or solve problems with equipment, including computers and other technologies. Examples: read equipment descriptions and technical specifications to select equipment to meet needs; set up and assemble appropriate equipment from instructions; read and follow directions for troubleshooting and repairing equipment.