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196 Cards in this Set
- Front
- Back
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Verbal or nonverbal evidence that receiver got and understood message
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Feedback |
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Anything that changes the message in any way or interferes w/communication process
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Noise |
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Maslow's .......of needs involve 5 steps
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Hierarchy
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physiological, safety, love/belonging, esteem(needs to be fulfilled before considered unselfish)
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Deficiency or basic
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Air, food, water, sleep, sex (Homeostasis: state of balance) |
Physiological needs
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Stability & Consistency(to belong)
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Safety needs |
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Important & valuable (2 types: Competence/mastery of task Attention & recognition from others) |
Esteem needs
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Highest level(self-fulfillment, owning ones potential, many tools to maximize potential, generally comfortable w/ who you are, knows strengths/weaknesses)
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Self-actualization
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Promotes comfort and well-being (examples: friendly, warm, encourage questions, looking directly at patient, smile, speak slow and clear, listen carefully) |
Positive communication
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Being rude or inattentive (examples: mumbling, speaking sharply, avoiding eye contact, showing boredom, interrupting person) |
Negative communication
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Body language
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Nonverbal communication |
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Most expressive part of body ----facial expressions, form of feedback |
Face
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Important part of positive feedback ----look directly at patient, looking away/down makes patient feel uninterested |
Eyes |
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Way hold/move head, arms, hands, rest of body
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posture
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feeling of receptiveness & friendliness ---arms lie comfortably at sides or in lap ---lean forward ---eye contact, positive communication |
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Feeling of not being totally receptive or interested ---signal that person angry or upset ---arms held rigidly or folded across chest --lean away from person --avoid eye contact/slouching(negative communication) |
Closed posture
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Powerful form of communication
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touch
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Touch on arm/hug means.... Family background, culture, age.. Medical setting touch on shoulder/forearm expresses... |
Hello, sharing condolences, express congrats Expresses interest or concern |
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Area that surrounds an individual ----some ppl may feel uncomfortable/anxious if too close ---watch patients carefully |
Personal space |
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How many feet away in social situations for personal space?
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4-12 feet away
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How many feet away in personal conversation for personal space?
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1-4 feet away
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Hearing & interpreting a message ---requires paying close attention to what is being said, nonverbal cues |
Listening
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Simply hearing what is being said w/out replying
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Passive
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2 way communication; involved in process, offer feedback or ask questions
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Active listening
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What are some ways to improve listening skills?
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Prepare to listen(open posture), relax & listen attentively, maintain eye contact, think before responding
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These skills make someone feel at ease(6 skills involved)
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Interpersonal skills
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Pleasant greeting and a smile
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warmth and friendliness |
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Process of identifying w/ someone else's feelings ---sensitive to other person's feelings & problems |
Empathy
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Use title of courtesy ---acknowledging patient's wishes/choices w/ out passing judgment |
Respect
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Means not putting an act on or just going through motions of job ---medical setting: care for patient on ind. basis |
Genuineness
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Willing to listen to, consider other's point of view, concerns, being receptive of needs
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Openness
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Always do your best at showing consideration toward patients ---act thoughtfully ---be sensitive |
Consideration
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Being firm & standing by your principles while still having respect for others ----trust instincts, feelings, opinions ---open, honest, direct ---helps prevent or resolve conflicts |
Assertiveness
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Impose position on others or try to manipulate them ---bossy, quarrelsome |
Aggressive |
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Ability to communicate w/ patients in terms they understand( 14 skills)
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Therapeutic Communication skills
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Allows patient time to think
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Being silent |
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Gives patient indication of reception
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Accepting |
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---stating name in greeting |
Giving recognition |
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Making self-available to patient's needs
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Offering self |
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Allows patient to take initiative in introducing a topic |
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Encourages patient to continue by making positive comments
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Offering general leads |
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Noticing how the patient is feeling |
Making observations
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Asking patient to verbalize what they are perceiving
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Encouraging communication |
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Restating what has been said by patient
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Mirroring |
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Encouraging patients to think through and answer own questions |
Reflecting |
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Encourages patient to stay on topic |
Focusing |
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Encourage patients to express themselves more deeply |
Exploring |
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Asking patient to explain themselves more clearly if provided info that was vague |
Clarifying |
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Organize & sum up important points |
Summarizing |
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Not communicating thoroughly(10 skills) |
Ineffective Therapeutic Communication
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Devalues patient's feelings and gives false hope if outcome is negative |
Reassuring |
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May lead patient striving for praise not progress |
Giving approval |
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Implies you have the right to pass judgment on patient thoughts and behaviors |
Disapproving
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Can cause argumentative situations |
Agreeing/Disagreeing |
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It is not your place to give advice to patient
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Advising |
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Discussing topic that the patient has no desire to discuss
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Probing |
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Protecting yourself, institution & others from verbal attack
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Defending |
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Why questions may be intimidating to patient
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Requesting an explanation
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Never judge or make light of patients discomfort
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Minimizing feelings |
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Involves using meaningless cliches
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Making stereotyped comments |
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--Protect self from anxiety, guilt, shame |
Defense mechanisms |
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Not have ability to change or adjust |
Nonadaptive |
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Ability to change or adjust
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Adaptive |
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Overemphasizing a trait to make up for failing
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Compensation |
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Rejection of unaccepted feelings
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Denial |
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Transfer of unaccepted feelings onto an external substitute(person, thing) (scapegoat)
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Displacement |
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Disconnecting emotionally from ideas or events
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Dissociation |
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Mimicking behavior of another to cope with inadequacy
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Identification |
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Adopting unacceptable thoughts of others
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Introjection |
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Projecting onto another person one's feelings as if they were originated in other person
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Projection |
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Justifying unacceptable behavior |
Rationalization |
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Putting unpleasant thoughts or events out of one's mind
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Repression |
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Unconsciously replacing unreachable goals w/ another more acceptable one |
Substitution
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Fear of medical setting ----High BP ---Anxiety/fear of being told something bad |
White coat syndrome |
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Culture backgrounds of patients can affect attitudes, perceptions, behaviors and expectations toward health/illness ---Belief, Differ, Certain ethnic/cultural groups |
Cultural differences |
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Can't speak or understand English which leads to difficulty in expressing needs or feelings effectively ---Interpreters --Family members |
Language barriers |
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Have limited reading abilities or can't read at all
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Limited reading skills |
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Ability to respond to cultural and language needs of patients |
Cultural competence |
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Area of medicine that works w/ terminal ill patients and their families |
Hospice |
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--proper channels of communication --proper attitude |
Rapport
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What are some ways to communicate w/ management?
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Ask questions Minimize interruptions |
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Friction --Never feed into other ppl's neg. attitudes --Never gossip ---Never jump to conclusions |
Conflict
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What are the elements of the communication circle?
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Message, Source, Receiver
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0-1 year old Trust vs. mistrust |
Infant |
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Autonomy vs. shame and doubt |
Toddler |
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3-6 years old Initiative vs. guilt |
Preschooler |
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Industry vs. inferiority |
School age |
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Ego identity vs. role confusion |
Adolescence |
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intimacy vs. isolation |
Young adult |
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Generativity vs. stagnation |
Middle adult
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Integrity vs. despair |
Old adult |
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Anger Bargaining Depression Acceptance |
Kubler-Ross's 5 stages of dying
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Have accurate information about the disease and risks |
Patient w/ AIDS or HIV positive |
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When interacting with patients of other cultures or ethnic groups...
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never make value judgments
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During communication posture is described as...
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open or closed
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....is counterproductive to the efficiency of an office
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Conflict
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In the communication circle, what is the response to the message by the receiver called?
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Feedback
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The most effective way to assess whether you are communicating negatively is to
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ask for feedback
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An example of passive listening is
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listening to a news program on the radio |
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An example of active listening is
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interviewing the patient
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Tips for reducing noise caused by stress include...
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taking a walk to stretch your legs and get some fresh air
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A common reaction of patients with HIV and AIDS is ...
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guilt |
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When communicating w/ a patient who cannot speak or understand English...
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learn and use a few phrases in the patient's native language
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The best way to maintain appropriate room temp. in the reception area is to....
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periodically survey patients to see if they are comfortable
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Cool colors include white, blue, and
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mauve |
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What is a specific housekeeping task for an MA?
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Emptying trash cans |
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How should the chairs in the reception area be placed to produce the greatest amount of floor area?
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Against the walls |
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What kind of impression do cool colors create in the reception area? |
Harmonious |
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Warm colors include hot pink, red, and
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orange |
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A good rule of thumb for the placement of furniture is to allow ....square feet of space per person |
12 |
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Office staff should check.... regularly to ensure they are functioning properly |
smoke detectors |
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Which type of lighting could be hazardous and result in patients tripping or bumping into hard-to-see objects?
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Subdued |
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The best type of lighting to use in a geriatric medical office is |
soft lighting
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Stain removal includes |
wiping the area w/ a cleaning solution and water |
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A disease or condition that can be easily transmitted from one individual to another is
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contagious
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The purpose of specialty items in a reception area is to
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add a finishing touch that is pleasing or helpful to patients
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A lively atmosphere is produced by..
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primary colors
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The single most important factor that affects a patient's perception of a physician's office is.. |
cleanliness
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Sheila may have carpal tunnel syndrome. What tips would you give to Sheila?
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Wear a splint on the hand and forearm |
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The purpose of piping music into a reception area is to..
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provide a soothing background sound |
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Which of the following patients is at greatest risk if another patient who is highly contagious comes into the office? |
Immunocompromised patient |
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What should you consider when choosing the color family for a medical practice? |
The mood you want to create
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When designing the reception area for a medical practice the first consideration should be.. |
the type of practice
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Which color family for the reception area would be best if the goal is to produce a calming effect?
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Blues |
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Which federal agency produces guidelines for maintaining office cleanliness and the MSDS for cleaning solutions?
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OSHA |
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A violation of the ADA might be not permitting |
service animals |
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Which of the following would show insensitivity to the Older Americans Act? |
Soft cushioned sofas
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The receptionist's functions don't include
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assisting w/patient exams |
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The federal law that involves medical identity theft is
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Red Flags Rule |
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The best reason for consistent office closing procedures using a checklist is |
the office, its equipment, medications, and private information remain safe and secure at all times
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Action/ accommodation with Americans w/ Disabilities Act |
Wheelchair ramps Leaving appropriate space between chairs Reading materials w/ large type & Braille Bars or rails attached to the walls |
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Actions/accommodations w/ Older Americans Act of 1965
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Straight-backed chairs Arms on chairs Large print on office signs Well lit reception area/bathroom |
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Which item would be inappropriate reading material for the reception area?
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Journal of the medical association
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In a pediatric office there should be... |
1 area for well children 1 area for sick children |
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Forbids discrimination on the basis of physical or mental handicap Provides equal access and reasonable accommodation in several important areas including employment, sports |
Americans w/ Disabilities Act 1990 |
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Eliminate discrimination against the elderly Guarantees the elderly the best healthcare |
Older Americans Act of 1965 |
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When opening the office the first task that an MA should complete?
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Check answering service or voice mail
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The sharpness of images, measured in dot pitch
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Resolution |
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The best time to place a telephone order is
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Tuesdays, Wednesdays, and Thursdays
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A collection of records created and stored on a computer is a
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database |
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A characteristic of a purchasing group is that it.. |
may require physicians to pay dues
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An advantage of a flatbed scanner is that it |
produces the highest-quality input |
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The Federal Trade Commission |
monitors purchases by telephone, fax, and online services to protect consumers
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Which form of pointing device, common on laptops, consists of a small, flat device sensitive to touch? |
touch pad |
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A computer disaster recovery plan should be in place in a medical office in the event of an |
system failure or crash |
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A method of sending and receiving messages through a network is known as |
electronic mail |
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Telecommunication that provides medical support to physicians caring for patients in rural areas is called |
telemedicine |
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A computer's hardware serves four main functions, including inputting data, processing data, outputting data, and.. |
storing data |
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What is the first thing that should be done when a shipment of supplies arrives at the medical office?
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Check the shipment against the order form and packing slip |
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The inventory tracking tool for managing medical supplies that groups items that need to be ordered and helps monitor how quickly items are used and the amount that needs to be ordered is the |
inventory card
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Durable items are |
used indefinitely |
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Before calling technical support, you should first |
check the computer manual for answers |
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What is not needed in an equipment inventory? |
name of the equipment this equipment is replacing |
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One way to avoid purchasing mistakes is to |
educate yourself on common mistakes |
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When managing office supplies, being efficient involves producing the desired result with the least effort, .....,and waste
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expense |
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Which is not a pointing device?
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Keyboard |
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Which are considered personal computers?
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Laptops PDAs |
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.....is the smallest storage drive |
Jump drive |
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Which software program would be most helpful if you want to produce a report on your patients with a family history of breast cancer?
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Database management |
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What is a financial reason for considering a postage meter? |
It saves money by calculating and printing the exact postage needed |
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When managing office supplies the goal is to achieve
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efficiency |
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Expendable items are those that are
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used and must be restocked |
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Examples of clinical supplies are |
needles, syringes, lubricating jelly |
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Scans each page, translates it into electronic impulses, and transmits those impulses over the telephone line |
fax |
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Primary instrument patients use to communicate with the office |
phone system |
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Small electronic device that gives a signal to indicate that someone is trying to reach the physician
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pager |
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Instantly reproduces office correspondence, forms, bills, patient records, and other documents |
copy machine |
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Used when confidential documents, such as patient records, must be destroyed
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paper shredder |
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A machine that applies postage to an envelope or package, eliminating the need for postage stamps |
postage meter
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Biggest, fastest, and most complex computer
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Supercomputer |
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Used to process and store huge quantities of information |
Mainframe computer |
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Smaller than a mainframe and typically used in network settings |
minicomputer |
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Also known as a microcomputer and is available as a desktop, notebook, or subnotebook |
personal computer |
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A system that links several computers together
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network |
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The temporary or programmable memory in a computer
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random access memory |
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A program that automatically changes the monitor display in short intervals or constantly shows moving images to prevent burn in of images on the computer screen |
screen saver |
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A contract for an item or piece of equipment for a specified amount of time and a specified amount of money |
lease |
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Determining and correcting a problem without calling a service supplier |
trouble shooting |
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A contract that specifies when a piece of equipment will be cleaned, checked for worn parts, and repaired |
maintenance contract |
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Covers services for equipment that are not included in a standard maintenance contract |
service contract |
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A contract that specifies free service and replacement of parts for a piece of equipment during a certain period of time
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warranty
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Research the equipment needed Make a list of features you need Contact suppliers Obtain pricing and product information Evaluate the warranty Prepare a recommendation |
Steps of ordering office equipment
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Four functions for hardware |
Inputting data Processing data Storing data Outputting data |
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Software-2 categories |
Application software |
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Main part resembles a typewriter |
Keyboard
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Transfer information Both input and output device |
Modem |
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What types of programs can prevent system contamination? |
Firewalls, antivirus |
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What type of equipment can convert spoken word to written word?
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Dictation-Transcription Equipment |
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Imprints name of payee and amount |
check writer |
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Prepares large volumes of outgoing mail
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folding machine |
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Reproduces documents
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photocopier |
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What are some vital supplies in a physician office?
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Exam table, prescription pad, paper |
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What are some periodic supplies in a physician office? |
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What are some incidental supplies in a physician office? |
staples, rubber bands |
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To keep an accurate inventory you must |
pay attention to detail have basic math skills |
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Safety cautions How to use a product How to handle an unintended exposure |
MSDS
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