Intro to Health- Communications
What is the best way for health care workers to elicit the greatest amount of information from patients? Ask broad questions. Have patients write down their comments before they are called to an exam room. Ask "yes" or "no" questions. Do not look at patients when speaking to them to avoid making them nervous.
Ask broad questions.
Which active listening technique involves asking questions to get a more concise explanation? Restatement Reflection Clarification All of the above
Clarification
What should health care workers strive for when on the phone? Monotone voice without variance in tone and pitch Eat and drink while talking and listening Clear voice with normal volume Hold the mouthpiece directly against the mouth
Clear voice with normal volume
What is the term that describes "anything that interferes with effective communication?" Communication barrier Complacency Selective comprehension Preconception
Communication barrier
Which of the following is a method that health care workers and patients can use to overcome a vision challenge? Dim the lights Describe what is happening Minimize body language Speak loudly
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? Initial evaluation Progress report Discharge report Health history
Discharge report
Which of the following is true of documentation? Documentation must always be done in writing. Documentation is perhaps the most critical communication that a health care worker will create. A new health history form is typically completed during every patient visit to a doctor. Subjective observations made by the health care worker should be recorded in the patient's file.
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? Paging system Cellular phones E-mail Fax machine
What is the benefit of using SOAP notes? Employees know where to look for information It is more time-consuming It describes changes to the patient's status or treatment It is in chronological order
Employees know where to look for information
How should subjective statements by the patient be documented? With your initials Preceded by "Patient said..." Exact words in quotation marks In parentheses
Exact words in quotation marks
Which of the following is the best definition of communication? Simplifying information for a lay audience Exchanging messages Persuading someone of your viewpoint Texting someone
Exchanging messages
Which communication technology copies pages similar to a photocopy machine from one location and then prints the copy at another location? Paging system Cellular phones E-mail Fax machine
Fax machine
Which of the following should occur at the end of a patient interaction? Introduction Treatment Feedback and follow-up Preparation Assessment
Feedback and follow-up
Which of the following is a proper telephone greeting? "Health Campus Cardiology department. This is Laura." "Hi. This is Marsha." "Good afternoon. Valley Hospital. Senior records administrator speaking." "Westville Pharmacy"
"Health Campus Cardiology department. This is Laura."
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? Treatment Feedback and follow-up Preparation Introduction Assessment
Feedback and follow-up
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. Give the patient the information and assume he understands when he nods. Assume it will not harm the patient not to know every detail. Leave it to the physician to figure out because you have other tasks that need to be completed.
Get permission from the patient to speak with a family member.
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 Confirm understanding Relay information to other health care workers Establish rapport, or a connection
Give instructions to patients
Which of the following is NOT true of communication in health care? You will need to communicate with co-workers, patients, administrators and visitors. Health care workers should cross their arms when speaking with patients. Patients can understand your emotion through your tone of voice. Health care workers must always be conscientious to touch patients with kindness and respect.
Health care workers should cross their arms when speaking with patients.
Which of the following is an emotion or attitude that can create a communication barrier? Courtesy Empathy Respect Indifference
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 Progress report Discharge report Health history
Initial evaluation
After entering a patient's room, what should you do first? Introduce yourself Begin treatment Sit down Read the patient's chart
Introduce yourself
Which part of patient interaction involves the health care worker entering the room calmly and formally introducing themselves to the patient? Feedback and follow-up Assessment Introduction Treatment Preparation
Introduction
Why is verbal communication often the most effective way to communicate? It can be misinterpreted. It can be done quickly, without much thought. It is the easiest way to reach people of diverse cultures and languages. It allows for instant feedback, clarity, and understanding.
It allows for instant feedback, clarity, and understanding.
Which of the following describes all parts of a patient's health history? It is public record. It is confidential. It is available to employers. It is available to health providers who are not caring for the patient.
It is confidential.
Which of the following is true of telephones? It is a great tool for communicating bad news and complex information. An advantage of using the telephone is the ability to work on multiple tasks at one time. Your facial expressions do not matter because the other person cannot see you. It is critical that you know how to use the phone in a professional manner.
It is critical that you know how to use the phone in a professional manner.
Which of the following is a benefit of oral communication over written communication? It provides immediate feedback. It can be researched for accuracy. It is revised before delivery. It is clearly organizes thoughts.
It provides immediate feedback.
Which of the following is NOT a method of nonverbal communication? Touch Lay terms Physical appearance Facial expressions
Lay terms
Which of the following is NOT a method that health care workers and patients can use to overcome a hearing challenge? Sign language Look at the patient's chart when speaking Use gestures Writing messages
Look at the patient's chart when speaking
Which of the following is true? Patients in extreme emotional or physical pain are always reliable communicators. Noisy, active environments are good for sensitive conversations with patients. Patients on pain medication are always reliable communicators. Make the physical arrangement as welcoming and comfortable as possible for patients.
Make the physical arrangement as welcoming and comfortable as possible for patients.
Which of the following should NOT be included when taking a phone message? Full name of the caller Caller's telephone number Message taker's telephone number Initials of the message taker
Message taker's telephone number
What type of note-taking method describes how a patient's treatment has changed? SOAP Narrative Health history Initial evaluations
Narrative
Which of the following is an example of audience? To describe a new type of syringe We need to lower the rate of accidental needlesticks Nurses of West Pediatric office Thursday at 6 pm
Nurses of West Pediatric office
Which of the following is true? Patients and coworkers will respond well to your negative attitude. Having a bad attitude will improve your reputation. People will be more involved in conversation with you if you do not treat them with respect. Overcome personal issues and focus on performing your job well and with courtesy.
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? Automatic Routing Unit (ARU) Answering machine Paging system Fax machine
Paging system
Which of the following is true of patient education? Patient questions often create patient education situations. Patients are responsible for making sure that they fully understand what is expected of them. Being aware of your audience is only important when you are giving a group presentation. Patient education is always done by speaking with a patient.
Patient questions often create patient education situations.
All of the following may present cultural communication barriers EXCEPT: Inappropriate eye contact Health beliefs Religion Physical comfort
Physical comfort
Which type of documentation has a purpose of supporting and giving evidence of the need for the patient's continued medical care? Initial evaluation Progress report Discharge report Health history
Progress report
Which of the following refers to the physical space between people? Eye Contact Touch Proximity Physical Appearance
Proximity
Which part of a health history includes information about the patient's lifestyle? Present illness Chief complaint Psychosocial history Past history
Psychosocial history
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. Sign any information inserted into a patient file. Double-check for the correct patient, chart, and form. Draw a single line through an error, write the word "error," and initial it.
Record information performed or observed by another health care worker.
Which active listening technique involves empathy? Restatement Reflection Clarification All of the above
Reflection
Which of the following is a method that health care workers and patients can use to overcome a speech challenge? Use complex language Ask extra questions to make sure the patient understands Hurry the patient Require only brief answers
Require only brief answers
Clinging to the established method of doing things is known as what? Preconceptions Selective comprehension Resistance to change Complacency
Resistance to change
Which of the following is NOT a desirable communication skill? Show interest in the speaker. Roll your eyes when you do not agree. Maintain eye contact. Avoid interrupting.
Roll your eyes when you do not agree.
According to the communication process, who provides information? Sender Doctors Receiver Feedback
Sender
Which of the following is a good way to respond to constructive criticism? Make excuses Get angry Blame others Show appreciation
Show appreciation
Which is the best position for a health care worker who is interacting with a patient in a wheelchair? Standing Lying down Sitting Leaning against a wall
Sitting
What is another term for "symptom"? Subjective observation Objective observation Assessment Treatment
Subjective observation
At your place of employment, while eating a snack and talking with a friend, your telephone rings. What should you do? Answer the phone while finishing your last bite of food. Swallow what is in your mouth, excuse yourself to your friend and answer the phone with focus. Let voicemail pick it up. Answer the phone and say, "Hold please." Then quickly finish the rest of your snack.
Swallow what is in your mouth, excuse yourself to your friend and answer the phone with focus.
What does being sensitive to boundaries mean? The ability to recognize the emotional and physical limits of others. Encouraging a patient to do something that he says he cannot do. Being firm with patients. The combination of empathy, respect, and courtesy
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? Avoid this patient, as you can't help him anyway. Ask him if he has written his will. With sincerity, let him know that you are saddened after learning of his situation and ask if he wants to talk about it. Carry on as though nothing is wrong and avoid eye contact.
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? Nonverbal Oral Written All of the above
Written
Which of the following is true of communication in the workplace? You should strive for individuality and never conform. Either speak or write directions, but do not do both. You must learn to give and accept direction. It is your boss's responsibility to make sure you complete work assignments.
You must learn to give and accept direction.
Which of the following can be caused by a rushed encounter with a patient? You provide the best care you are capable of. You overlook important patient information. The patient feels comfortable. The patient feels important and cared-for.
You overlook important patient information
You notice that a colleague is using narrative note form rather than your agency's preferred SOAP notes method. What should you say? "This isn't how we do things here." "Where did you get your training?" "I noticed that your note-taking style is different. Can I show you our agency's preferred method?" "I can never find what I'm looking for in your notes!"
"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? "You're not my boss." "And I suppose that you do everything correctly?" "Thanks. Could you please explain what I did wrong?" "But all the information is there, right?"
"Thanks. Could you please explain what I did wrong?"
Which of the following is an example of working well when confronted with a bias? A Catholic patient does not agree with in-vitro fertilization. You tell her, "Well, then you must not really want to get pregnant." A coworker is a single mom of four children and struggles to pay her bills. You talk to her in a demeaning way because she must not be that smart. A patient who you assume to be gay needs a blood draw. You try to get someone else to do it, in case the patient has HIV. A patient does not speak your language. You smile kindly and offer to get an interpreter.
A patient does not speak your language. You smile kindly and offer to get an interpreter.
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 Answering service
Answering machine
Which type of telephone answering system is more efficient in that the caller will be connected to an operator? Answering machine Answering service
Answering service
What does a receiver do to decode a message? Use their language skills Apply their own frame of reference Listen to the message being sent Confirm that a message was received properly
Apply their own frame of reference
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? Look in the Physician's Desk Reference to help you figure it out. Ask the physician to clarify the number of pills being prescribed. Ask the patient what amount the physician prescribed. Ask a coworker for the amount of medication typically prescribed.
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? Feedback and follow-up Treatment Preparation Introduction Assessment
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) Answering machine Paging system Fax machine
Automatic Routing Unit (ARU)
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? Complain to your co-workers that this will take longer and is unnecessary. Find out who messed things up so badly that a change in process was required. Sigh audibly. Begin using the new procedure without comment—if you have no questions.
Begin using the new procedure without comment—if you have no questions.
Which part of a health history includes information about the patient's reason for seeking medical help? General statistical data Chief complaint Family history Past history
Chief complaint
Which of the following should be done when giving constructive criticism? Attack the employees intelligence Get frustrated with the mistake that was made Choose words carefully Stand over the person and put your hands on your hips
Choose words carefully
What is the purpose of communication patterns? To prevent the spread of gossip To provide a systematic way of sharing important information To make it clear who is in-charge To make employees feel important
To provide a systematic way of sharing important information
In verbal communication, how is emotion expressed? Language choice Tone of voice By frowning or crossing one's arms Through confidence
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? Preparation Feedback and follow-up Treatment Introduction Assessment
Treatment
What can a health care worker do to ensure that a patient understands medical information? Speak softly. Provide the information just after mealtime. Use appropriate lay terms. Break up the information by frequently using "uh" and "um."
Use appropriate lay terms.
Which of the following is true of communication barriers? The best way to deal with prejudice is to tolerate and ignore it. Someone with preconceptions is open-minded towards others and their ideas. Cultural communication barriers are simple to overcome. When people are preoccupied with their own problems, they can miss much of the message coming from another person.
When people are preoccupied with their own problems, they can miss much of the message coming from another person.
