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49 Cards in this Set
- Front
- Back
- 3rd side (hint)
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True or False: "Return to the office if you do not feel better" is an example of a clear verbal instruction? |
True |
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AKA Body Language |
Nonverbal Communication |
Eyes, hands, posture, legs |
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AKA Nonverbal communication |
Kinesics |
Facial expressions, body and eye movement, gesture |
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True or false: If a patient says"the pain in my foot is to bad" but the patients face reflect pain with each step, this is a sign of NONVERBAL communication. |
True |
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-ensures that the listener understand patient message -ensures that patient understand information |
Importance of ACTIVE LISTENING |
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-give patient full attention - minimize interruption -watch for non verbal cues-especially where they conflict with verbal message |
Components of ACTIVE LISTENING |
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What are the six interview techniques |
Reflecting Paraphrasing Clarification Asking open ended questions Summarizing Allowing silences In an interview situation, avoid having furniture between you and the patient |
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COMMUNICATING WITH A GRIEVING PATIENT Denial |
Patient does not believe diagnosis |
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Communicating with a grieving patient
Anger |
Towards doctor or facility |
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Communicating with a grieving patient Bargaining |
Attempted trade diagnosis |
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Communicating with a grieving patient Depression |
Quiet withdrawn uncaring |
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Communicating with a grieving patient Acceptance |
Acknowledgement of situation |
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Be careful they're asking this type of question because they can often sound judgemental? |
B Why |
A What B Why C When D How |
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Asking open ended questions |
What, when, or how questions patient can't answer only yes or no avoid why questions |
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This is important to ensure that the messages are correctly received and interpreted is called? |
D Active listening |
A Verbal communication B paraphrasing C Oral communication D Active Listening |
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Miss Brown is in the office for a blood pressure checked, and you notice that she is limping. She says everything is fine, I just want my blood pressure checked. Which of the following is a correct about the situation? |
B There is no need for further questioning |
A limping is a nonverbal cues that should be investigated further B there is no need for further questioning C you should demand that the patient tell you why she is limping D you should pretend that you did not see her limping |
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Which of these factors May hinder patients understanding? |
D All of the above |
A Language barrier B Excessive pain C Anxiety D All of the above |
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The tdd phone system is used when patients who have? |
D All of the above |
A speech impairments B Partial hearing loss C Total hearing loss D All of the above |
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Holding an opinion of all members of a particular group, culture, religion? |
A bias C stereotyping |
A bias B discrimination C stereotyping D being opinionated |
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I recognize that my prognosis is not good, so I want to make the best of the time that I have left is an example of what stage of grief? |
B acceptance |
A denial B acceptance C bargaining D anger |
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In speaking with patients who are not fluent in English, it is important to? 1 speak loudly 2speak slowly 3 use simple language |
C 2 and 3 only |
A 1 and 2 only B 1 and 3 only C 2 and 3 only D 1, 2, and 3 |
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Children To facilitate communication: |
-Place child at your eye level -keep voice gentle and low pitched -move slowly visible -make movements visible-tell child when you need to touch him or her -expect that a child will return to and earlier developmental phase when I'll -rephrase YOUR QUESTIONS UNTIL YOU ARE SURE THAT THE CHILD UNDERSTANDS -allow child to express feelings |
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communicating with a grieving patient grief when a patient dies |
normal to feel sad |
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communicating with a grieving patient focus on empathy, not sympathy empathy sympathy |
empathy: feeling with sympathy: feeling for |
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teaching patients |
-give information in a clear, concise, sequential manner; provide written instructions as a follow up -allow the patient time to process this new information -encourage the patient to ask questions -ask open ended questions in a way that will allow you to know whether the patient understands the material -invite the patient to call the office with additional questions that may arise. |
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Maslow's hierarchy of needs Physiological needs |
bottom of triangle needs air, water, food, rest and comfort |
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Maslow hierarchy of needs safety and security needs |
safe environment free from fear and anxiety |
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Maslow's hierarchy of needs affection needs |
3rd level LOVE AND BELONGING can be powerful motivator for better health |
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Maslow's hierarchy of needs esteem needs |
4th level SELF WORTH can come from self and others |
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Maslow's hierarchy of needs self -Actualization |
personal responsibility and control over own life |
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teaching patients |
-IF POSSIBLE YOU SHOULD INVOLVE FAMILY MEMBERS OR SIGNIFICANT OTHER IN TEACHING PROCESS |
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factors that can hinder education |
-existing illness -pain: ensure that pain is reduced enough that it is not distracting -poor prognosis or limited rehabilitation potential: adapt teaching to patient readiness to learn and acceptance of illness -weaness or general malaise:limit teaching to essential information -language barriers -anxiety |
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communication barriers |
-sensory impairments -arrange appropriate interpreter -effective COMMUNICATION SKILLS ARE ESSENTIAL FOR PATIENT EDUCATION |
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knowledge |
- BE HONEST IF YOU DON'T KNOW SOMETHING ASK FOR HELP BEFORE TEACHING PATIENT - don't have to be an expert - IF A PATIENT ASKS QUESTIONS YOU CAN'T ANSWER MAKE NOTE AND GET BACK TO PATIENT LATER |
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do you know your defense mechanisms Repression |
blocking out bad memories |
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Do you know your defense mechanism intellectualization |
analyzing a difficult situation to make sense of it |
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Do you know your defense mechanism Regression |
Behaving in an immature way when faced with difficulty |
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common defense mechanism |
denial, displacement, intellectualization, projection, rationalization, regression, repression, sublimation, withdrawal. |
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courtesy and diplomacy in the medical office |
-must deal with a variety of people and situations-apply courtesy and diplomacy to all - PATIENTS AND FAMILY MEMBERS MAY ASK YOU QUESTIONS CONCERNING OTHER PATIENTS THE know-such QUESTIONS MUST be MET WITH POLITE REFUSAL TO DISCLOSE CONFIDENTIAL INFORMATION |
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Courtsey |
Respectful treatment based on sensitivity needs and feeling of person |
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Diplomacy |
Apply same treatment to all set aside personal feeling -exercise self control |
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other ways to show courtesy |
medical administrative assistant should never ask patients to calm down when they are upset, particularly those patients that blame them personally for any delays and insurance issues |
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other ways to show courtesy |
WHEN PATIENTS CALL IN WITH QUESTIONS THAT THE MAA IT'S BEST TO PROVIDE PATIENTS AN APPROPRIATE TIMEFRAME OF HOW SOON THEY CAN EXPECT AN ANSWER FROM PROVIDER |
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other ways to show courtesy |
schedule a time to meet with an office manager can be positive way of keeping lines of communication open rather than letting issues build up |
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Manage Waiting Time |
Do not wait for the patient to approach you to ask why the provider has not seen them yet, keep the patients updated ahead of time if you already know the provider is running behind schedule. |
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Manage Waiting Time |
IF APPOINTMENT WILL BE MORE THAN 30 MINUTES OFFER PATIENT OPTION TO RESCHEDULE |
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Challenging incoming calls Unidentified callers |
- May be sales people - be firm- take message and let them know when would be an appropriate time to call back - alert physician to the call |
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Challenging incoming calls irate Patients |
- TRY TO STAY CALM AND REASSURE PATIENT YOU WANT HELP - listen carefully and take notes - tell physician about fee or care complaints |
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challenging incoming calls |
WHEN A CALLER IS ANGRY YOU MUST BE CAREFUL TO KEEP YOUR OWN TEMPER IN CHECK. |
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