Information Package / Course Catalogue
Patient Communication in Medical Secretarial Studies
Course Code: TS014
Course Type: Area Elective
Couse Group: Short Cycle (Associate's Degree)
Education Language: Turkish
Work Placement: N/A
Theory: 2
Prt.: 0
Credit: 2
Lab: 0
ECTS: 3
Objectives of the Course

This course aims to enable medical secretaries to communicate effectively, kindly, professionally, and with empathy with patients, their relatives, and healthcare personnel. It seeks to equip students with problem-solving skills for issues that may arise during patient communication and to instill professional behavioral habits.

Course Content

This course aims to equip medical secretaries working in healthcare institutions with the knowledge and skills necessary to communicate effectively with patients, their relatives, and healthcare professionals. It covers fundamental principles of communication, empathy, body language, communication during crises, patient confidentiality, and ethical issues. Students learn to enhance patient satisfaction and succeed in institutional communication by using both verbal and written communication techniques.

Name of Lecturer(s)
Ins. Perihan ÖĞDÜM
Learning Outcomes
1.Explains the principles of effective communication in healthcare settings.
2.Establishes empathetic and trust-based communication with patients and their relatives.
3.Applies verbal, written, and nonverbal (body language) communication techniques.
4.Identifies methods for coping with stressed patients and their relatives.
5.Uses a communication style that respects patient confidentiality.
6.Understands their role and responsibilities in internal (intra-institutional) communication.
7.Demonstrates appropriate communication responses in conflict resolution and crisis situations.
Recommended or Required Reading
1.WHO. (2023). Effective Communication in Healthcare. World Health Organization.
2.In the New Order: Health Communication and Management, Editor: G. Banu Dayanç Kıyat, Nobel Publishing, 2022. Ministry of National Education (2024).
3.MEB. (2024). Communication in Health Services. Publications of the Republic of Türkiye Ministry of National Education.
Weekly Detailed Course Contents
Week 1 - Theoretical
The concept of communication and basic elements of communication
Week 2 - Theoretical
Types of communication in healthcare institutions
Week 3 - Theoretical
Principles of professional communication in medical secretarial work
Week 4 - Theoretical
Empathy, active listening, and effective speaking techniques
Week 5 - Theoretical
Body language and professional etiquette
Week 6 - Theoretical
Patient psychology and its impact on communication
Week 7 - Theoretical
Difficult situations with patients and their relatives
Week 8 - Theoretical
Communication during crises and anger management
Week 9 - Theoretical
Ethical communication, confidentiality, and patient rights
Week 10 - Theoretical
Written communication in healthcare institutions, with examples of petitions and emails
Week 11 - Theoretical
Written communication in healthcare institutions, with examples of petitions and emails (repeated)
Week 12 - Theoretical
Internal communication: Interaction with doctors, nurses, and other staff
Week 13 - Theoretical
Internal communication: Interaction with doctors, nurses, and other staff
Week 14 - Theoretical
Telephone communication rules and sample dialogues
Assessment Methods and Criteria
Type of AssessmentCountPercent
Midterm Examination1%40
Final Examination1%60
Workload Calculation
ActivitiesCountPreparationTimeTotal Work Load (hours)
Lecture - Theory143270
Midterm Examination1224
Final Examination1224
TOTAL WORKLOAD (hours)78
Contribution of Learning Outcomes to Programme Outcomes
PÇ-1
PÇ-2
PÇ-3
PÇ-4
PÇ-5
PÇ-6
PÇ-7
PÇ-8
PÇ-9
PÇ-10
PÇ-11
PÇ-12
PÇ-13
PÇ-14
PÇ-15
PÇ-16
PÇ-17
PÇ-18
PÇ-19
PÇ-20
OÇ-1
1
1
1
2
2
2
5
5
5
1
2
1
OÇ-2
5
5
5
OÇ-3
5
5
5
5
OÇ-4
5
5
OÇ-5
5
5
5
OÇ-6
3
5
3
3
5
5
OÇ-7
3
5
3
3
3
3
Adnan Menderes University - Information Package / Course Catalogue
2026