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48 Cards in this Set
- Front
- Back
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ANXIETY
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Fear of the unknown
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DEAF
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Unable to hear
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DUMB
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Unable to speak
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FETUS
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A baby in utero from 3 months to birth
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Communication Skills
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-Professional language
-Proficiency in medical terminology -Warm, empathetic approach with patients -Accurate and legible written word in patient charts |
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3 Types of Verbal Communication
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-ORAL = verbal message sent to a listener
-WRITTEN = letters, memos, and email -SYMBOLIC = language that is not vocal (sign language) |
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Communication in the Medical Office
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-Tone and word choice is important
-Avoid slang, be concise and respectful -Communication technique should remain the same when taking with physicians and staff |
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Have Patience
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-Patients may be anxious or scared
-Be patient with them and repeat information or instructions -Do not interrupt or finish patient's sentences if he or she pauses |
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Telephone Etiquette
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-A pleasant and professional greeting will give a good first impression
-Answer phone by third ring -Ask if the phone call is an emergency -Ask permission to put caller on hold and check back in a timely manner -Provide caller with a timeframe of when to expect a callback -NEVER express hostility, negativity, or vugarities |
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Non-native English Speakers
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-Establish how much of the English language a person understands
-Give written instructions -Learn basic phrases -Interpreters may be available |
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Written Communication Skills
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-Be clear, organized, and to the point
-Only write facts, not opinions -Writing should be legible -Use correct grammer and spelling; avoid slang |
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Communicating in the Medical Record
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-Always write legibly because the record is considered a legal document
-Use abbreviations, shortened medical terms, and symbols as appropriate -This should be used as communication between physican and staff |
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FAXES
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-Quick, efficient way to communicate
-Always ensure patient confidentially by using a fax cover sheet -Call the recipient prior to sending a fax -Must be kept CONFIDENTIAL! -Note on patient chart saying what was sent, whom you sent it to, and the date and time of transaction |
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EMAIL
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-Use to access patient information, diagnostic results and research
-Use to communicate between physician offices -Use secure sites -Edit before sending to prevent errors and avoid misunderstanding -Use office email for business purposes ONLY! |
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AMERICAN SIGN LANGUAGE (ASL)
[Symbolic Communication] |
-Alternative method of communication with the hearing-imparied
-Always face the patient -Use normal tone and articulation -Most common form!! |
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BRAILLE
[Symbolic Communication] |
-Written form of communication for the blind
-A tactile form of communication using raised dots -Blind individuals use their fingers to interpret the letters and numbers |
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Nonverbal Communication
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-Nonverbal cues send messages without words
-Facial expressions -Gestures -Postures -Positioning |
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Personal Space
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-A person's immediate surroundings
-A comfort zone -Different cultures have different comfort zones -It is VITAL to understand these differences |
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Communication and Body Language
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-Eye contact shows interest
-Facial expressions may show feelings -Posture gives clues on how people relate to one another -The use of gestures can vary from culture to culture |
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Communication and Listening
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-Listening is a major factor in communication
-It is often overlooked and not practiced well -Listening skills include eye contact, watching body language, not interupting, asking relevant questions, paraphrasing, and not interjecting your own stores -It ensures accurate patient interaction and understanding of physician's instructions |
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Maslow's Hierarcy of Needs
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-ABRAHAM MOSLOW = US psychologist
-Individuals must have basic needs met before filling needs for family or work -People must satisfy the most basic needs for food, shelter, and clothing before they can go on to fulfill their needs for family, employment, financial stability, or self-actualization |
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Health
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-Not addressed in the Hierarchy of Needs
-Considered a physiological need -Illness can affect one's emotional state -Chronic illness affects = Stability, Friendship, Self-actualization |
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Barriers to Patient Communication
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-Age
-Ethnic and cultural backgrounds -Defense mechanisms |
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Cultural Diversity
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-VIETNAMESE = stoicism is valued
-AFRICAN = may combine religious, magical, or practical healthcare concepts, depending on background -HISPANICS = may seek approval from the eldest family member |
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AGE
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-Developmental stages play am importatn role in communication
-It is important to interact with people on their individual development level -Older persons = Fear of hospitals, Distrust, Stress over increasing medical bills, Do not speak in a patronizing manner |
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Defense Mechanisms
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-Used to deal with stress and anxiety
-A conscious or unconscious characteristic used to protect one's self -They can arise in patients during their treatment -Protects a person's self-esteen but don't deal with conflict -DENIAL!!! |
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COMPENSATION
(Defense Mechanism) |
Overcoming inability or inferiority to raise self-esteem
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CONVERSION
(Defense Mechanism) |
Changing emotional problem into a physical symptom
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DENIAL
(Defense Mechanism) |
Avoiding or escaping the unpleasant by ignoring its existence
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DISPLACEMENT
(defense mechanism) |
Transferring an emotion into another situation
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IDENTIFICATION
(defense mechanism) |
Unconsciously imitating mannerisms, behaviors, and feelings
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OVERCOMPENSATION
(defense mechanism) |
Repressing unconscious attitudes and replacing them with conscious attitudes
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PROJECTION
(defense mechanism) |
Blaming others for our own failures
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RATIONALIZATION
(defense mechanism) |
Explaining, excusing, or defending ideas, actions, or feelings
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REGRESSION
(defense mechanism) |
Escaping frustration and conflict anxiety by returning to an earlier stage of life
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REPRESSION
(defense mechanism) |
Unconsciously storing unpleasant, unacceptable thoughts, desires, and impulses
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SUBSTITUTION
(defense mechanisms) |
Accepting something in place of a desired need when original can't be obtained
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SUPPRESSION
(defense mechanisms) |
Storing away or gorgetting unpleasant, emotionally painful experiences
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Common Defense Mechanisms
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-Viewed as a projection of self-esteem
-Do not allow patient to effectively deal with conflict -Denial is the MOST common defense ! -Medical assistants must be able to recognize defenses in their patients in order to better help them |
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GRIEVING
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-"healing process"
-Dr. Elisabeth Kubler-Ross began working on stages of grief in 1965 -Five stages were identified with patients dealing with death -Movement through stages doesn't need to be sequential -Experienced by a dying patient as well as anyone suffering a major loss, such as loss of loved one, body part or function, one's health, employment, or income |
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5 Stages of Grief
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-Denial
-Anger -Bargaining -Depression -Acceptance |
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DENIAL
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Refusal to believe or face reality
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ANGER
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Surfaces to respond strongly with displeasure, irritation, and resentment
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BARGAINING
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Promising something in return for the delay of death
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DEPRESSION
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Feeling of low spirits, deep sadness, or grief to accept death
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ACCEPTANCE
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At peace or truth with reality of situation
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Major Losses
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-Grief can be experienced by any major loss
-Major losses include = loss of a loved one, loss of a body part, body function, or health, loss of employment or income |
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Healing
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-Grief is a natural part of the healing process
-Everyone will deal with grief in his or her own way -Medical assistants MUST maintain in their scope of practice and refrain from counseling patients and/or their families |
