Communications Module
Alexia, a medical assistant, explains to Mrs. Phillips that the medication is to be taken once a day with a full glass of water. Which of the following is the goal of Alexia's communication with Mrs. Phillips?
Give instructions to patients
Which of the following is a proper telephone greeting?
"Health Campus Cardiology department. This is Laura."
You notice that a colleague is using narrative note form rather than your agency's preferred SOAP notes method. What should you say?
"I noticed that your note-taking style is different. Can I show you our agency's preferred method?"
A colleague tells you that you have documented a patient's health insurance information incorrectly. How should you respond?
"Thanks. Could you please explain what I did wrong?"
Which type of telephone answering system requires a health care worker to check in either at regular intervals while the agency is closed or on the next business day?
Answering machine
Which type of telephone answering system is more efficient in that the caller will be connected to an operator?
Answering service
What does a receiver do to decode a message?
Apply their own frame of reference
What is the best way for health care workers to elicit the greatest amount of information from patients?
Ask broad questions.
As a health care worker, you have just been informed that the pulse must be counted for a full 60 seconds rather than 30 seconds, as it has been done in the past. How should you respond?
Begin using the new procedure without comment—if you have no questions.
Which of the following should be done when giving constructive criticism?
Choose words carefully
Which active listening technique involves asking questions to get a more concise explanation?
Clarification
What should health care workers strive for when on the phone?
Clear voice with normal volume
What is the term that describes "anything that interferes with effective communication?"
Communication barrier
Which of the following is a method that health care workers and patients can use to overcome a vision challenge?
Describe what is happening
Which type of documentation has a purpose of releasing the patient back to their regular lifestyle and giving a record of the interactivity among health care providers?
Discharge report
Which of the following is true of documentation?
Documentation is perhaps the most critical communication that a health care worker will create.
Which communication technology often takes the place of printed interoffice communication?
What is the benefit of using SOAP notes?
Employees know where to look for information
Which communication technology copies pages similar to a photocopy machine from one location and then prints the copy at another location?
Fax machine
Which of the following should occur at the end of a patient interaction?
Feedback and follow-up
Which part of patient interaction involves the health care worker letting patients know how well they performed and giving pointers about getting better results the next time?
Feedback and follow-up
What is the purpose of communication patterns?
To provide a systematic way of sharing important information
In verbal communication, how is emotion expressed?
Tone of voice
Which part of patient interaction involves the health care worker describing the procedure in lay terms and explaining why it is being done and what it should accomplish?
Treatment
What can a health care worker do to ensure that a patient understands medical information?
Use appropriate lay terms.
Which of the following is true of communication barriers?
When people are preoccupied with their own problems, they can miss much of the message coming from another person.
Which is an open-ended question?
How did you fall?
Which of the following is an emotion or attitude that can create a communication barrier?
Indifference
Which type of documentation has a purpose of assessing the patient's condition, planning for treatment, and contains the goals for recovery?
Initial evaluation
After entering a patient's room, what should you do first?
Introduce yourself
Which part of patient interaction involves the health care worker entering the room calmly and formally introducing themselves to the patient?
Introduction
Why is verbal communication often the most effective way to communicate?
It allows for instant feedback, clarity, and understanding.
Which of the following describes all parts of a patient's health history?
It is confidential.
Which of the following is true of telephones?
It is critical that you know how to use the phone in a professional manner.
Which of the following is NOT a method that health care workers and patients can use to overcome a hearing challenge?
Look at the patient's chart when speaking
Which of the following is true?
Make the physical arrangement as welcoming and comfortable as possible for patients.
Which part of a health history includes information about the patient's reason for seeking medical help?
chief complaint
Which of the following is true?
Overcome personal issues and focus on performing your job well and with courtesy.
Which communication technology beeps and displays either a digital text message or a telephone number that the health care worker can call?
Paging system
Which of the following is true of patient education?
Patient questions often create patient education situations.
Which type of documentation has a purpose of supporting and giving evidence of the need for the patient's continued medical care?
Progress report
Which of the following refers to the physical space between people?
Proximity
Which of the following is NOT a standard of documentation that should be followed by health care workers?
Record information performed or observed by another health care worker.
According to the communication process, who provides information?
Sender
What type of note-taking method describes how a patient's treatment has changed?
narrative
Which part of a health history includes information about the patient's lifestyle?
psychosocial history
Which active listening technique involves empathy?
reflection
Which of the following is a good way to respond to constructive criticism?
Show appreciation
Which is the best position for a health care worker who is interacting with a patient in a wheelchair?
Sitting
What is another term for "symptom"?
Subjective observation
At your place of employment, while eating a snack and talking with a friend, your telephone rings. What should you do?
Swallow what is in your mouth, excuse yourself to your friend and answer the phone with focus.
Which of the following is NOT a method of nonverbal communication?
Lay terms
Which of the following is an example of audience?
Nurses of West Pediatric office
Which of the following is an example of working well when confronted with a bias?
A patient does not speak your language. You smile kindly and offer to get an interpreter.
The physician asks you to send in a prescription for a patient, but you can't quite read the amount that is being prescribed. What should you do?
Ask the physician to clarify the number of pills being prescribed.
Which part of patient interaction involves the health care worker looking for signs that can shed light on the patient's health status?
Assessment
Which communication technology allows many telephone calls to be answered simultaneously and uses a recorded message to provide a series of directions?
Automatic Routing Unit (ARU)
How should subjective statements by the patient be documented?
Exact words in quotation marks
Which of the following is the best definition of communication?
Exchanging messages
What should be done if you are concerned about a patient's ability to understand important information?
Get permission from the patient to speak with a family member.
Which of the following is NOT true of communication in health care?
Health care workers should cross their arms when speaking with patients.
Which of the following is a benefit of oral communication over written communication?
It provides immediate feedback.
Which of the following should NOT be included when taking a phone message?
Message taker's telephone number
All of the following may present cultural communication barriers EXCEPT:
Physical comfort
Which of the following is a method that health care workers and patients can use to overcome a speech challenge?
Require only brief answers
Clinging to the established method of doing things is known as what?
Resistance to change
Which of the following is NOT a desirable communication skill?
Roll your eyes when you do not agree.
What does being sensitive to boundaries mean?
The ability to recognize the emotional and physical limits of others.
A patient in your care has found out that he is terminally ill. What should you do?
With sincerity, let him know that you are saddened after learning of his situation and ask if he wants to talk about it.
What form of communication is used to indicate informed consent?
Written
Which of the following is true of communication in the workplace?
You must learn to give and accept direction.
Which of the following can be caused by a rushed encounter with a patient?
You overlook important patient information.
