HSC 0003- Final Exam Review

https://quizlet.com/62472446/hsc-final-module-3-flash-cards/

- If you forget to sign in when attending a workshop, this could prevent you from earning the continuing education units that it offers. TRUE - The best way to respond to a patient who jokes about being an "old cripple" due to injuries suffered in a car accident is to: Answers: A A. listen carefully to determine whether there is a contradictory message B. laugh along with him C. tell him he shouldn't refer to himself that way D. ignore the remark - Match each type of question with the correct definition below. -Requires a longer response than "yes" or "no" - B -Includes at least part of the answer , D -Requests additional information, C, -Can be answered with a single word or "yes" or "no" - A A. Closed-ended B. Open-ended C.Probing D. Leading - Which action should you take first to help you succeed when attempting to change a negative habit? C Answers: A. Plan to make the needed changes as quickly as possible. B. Ask someone to continually remind you to change your behavior. C. Make a decision that you want to change. D. Set challenging goals that encourage you to take action. - How does muscle relaxation improve physical function and reduce stress? B Answers: A. burns excess calories B. improves blood circulation C. releases endorphins D. strengthens the muscles - What would be the first step when planning instruction about postoperative home care for a patient's husband? A A. Determine the goal of the instruction. B. Collect appropriate visual aids. C. Assess how motivated the husband is to learn. D. Prepare a list of instructions to be discussed. - What is the appropriate action for a nurse whose patient's older brother informs her that he is acting on behalf of the patient and wants information about treatments she has received? D A. Give him the information because he is an immediate family member. B. Give him the information if he is paying for the treatment. C. Inform him that he has no right to this information. D. Check whether the patient has consented to his having the information. - Helping a patient who is having difficulty answering a question by suggesting an answer may lead to miscommunication. TRUE - The body responds in the same way to real and imagined dangers. TRUE - The discomfort experienced by smokers who try to quit is mostly in the mind and can be eliminated with positive thinking. FALSE - Which action on the part of a health care worker demonstrates knowledge about developing appropriate relationships with patients? C A. Treat patients like friends. B. Try to please patients. C. Focus on helping patients achieve maximum wellness. D. Share personal problems. - What is the most appropriate way to react when a patient responds rudely to your attempts to provide care? B A. Allow yourself to feel angry. B. Ask yourself what might have caused this reaction. C. Let the patient know he or she has hurt your feelings. D. Ignore the rude behavior. - Which is the best definition of "professionalism" as it applies to the health care worker? C A. looking competent B. having self-confidence C. doing one's best to provide high-quality service D. being highly skilled - When assessing the needs of patients, it is disrespectful for the health care worker to: B A. collect information about the health care beliefs of patients B. make assumptions about patients' cultural backgrounds C. realize that the patients' values may be different from their own D. ask about their family relationships - In order to move up through the levels in Maslow's Hierarchy, every need at the previous level must be met. FALSE - Match each term with the correct explanation below. -Classification of illnesses with corresponding medications and foods G. Hot-cold principle -Protects against evil spirits C. Charm -Opposing energy forces that influence health E- Yin and Yang -Include medications prepared from roots and herbs H. Home remedies -Body fluids that control the body's state of health D -Movements that promote flexibility and healthy joints F -Stare that can cause physical harm B. Evil eye -Belief that illness can be cured through prayer A A. Faith healing B. Evil eye C. Charm D. Humors E. Yin and yang F. T'ai chi G. Hot-cold principle H. Home remedies G C E H D F B A - Completion of formal education marks only the beginning of the learning needed by health care workers to be competent. TRUE - Continuing education units are best described as: CEUs A. courses taken to secure an entry-level position B. courses taken to earn an advanced degree C. credits earned to add to professional knowledge D. workshops taken to earn a promotion C - It is really a waste of time to participate in learning activities that do not earn CEUs. FALSE - Which action is most likely to result in damage to your computer hardware? D A. clicking the wrong mouse button B. entering the wrong command at the keyboard C. entering data that is incorrect D. eating popcorn while entering data - An important result of the widespread use of computers is to free workers from repetitious tasks. TRUE - Bioinformatics refers to the organization of information that enables: C A. the Food and Drug Administration to decrease the time needed for drug approvals B. educators to offer distance education courses to health care professionals C. researchers to increase scientific progress by sharing information D. nurses to better coordinate patient care - Physical exercise is only helpful for increasing fitness if eating habits are also changed. FALSE - The top three causes of death in the United States today are often influenced by personal habits. TRUE - What is the common length of class attendance necessary to earn one continuing education unit? B A. 30 minutes B. 50 to 60 minutes C. 1/2 day D. 1 day - Observing others at work and asking questions are examples of self-directed learning. TRUE - As health care has become more specialized, the health care workers in various occupations are being required to perform fewer duties outside their specific job titles. FALSE - Match each term with the correct explanation below. -Budgets, patient bills, business projections, graphs - D. Electronic spreadsheet -Message sent to all members about an upcoming professional meeting - C. Electronic mail -Insurance company records, pharmaceutical test trials, inventory management B. Database -Combination of applications needed to carry on the operations of a medical office - E. Integrated program -Software used to find Web sites about brain injury - A. Browser -Computer work area containing data you have just entered - F. RAM -Reports, information sheets, memos - H. Word processing -Document containing permission to load WordPerfect on five office computers - G. Site license A. Browser B. Database C. Electronic mail D. Electronic spreadsheet E. Integrated program F. RAM G. Site license H. Word processing D C B E A F H G - Most employers allow their employees to send personal e-mail messages and conduct Internet searches as long as it does not interfere with their work. FALSE - MEDLARS can be used by health care workers to: A A. search for information among millions of references B. connect to the Internet C. check for possible drug interactions D. run the administrative functions in a medical office - Why is the term "minority group" no longer very effective in describing certain ethic groups in the United States today? C A. Group members do not like the term. B. There are now too many groups to classify. C. These groups now make up significant percentages of the total population. D. Affirmative action prohibits its use. - What is the best response to a patient who tells you that he feels much better after trying a "cure" that is practiced by his cultural group but that you know may have dangerous consequences? D A. Say nothing. B. "I'm glad you're feeling better." C. "You know that is really dumb!" D. "Why do you think that helped you?" - Which of the following is the best definition of "culture"? A A. all factors that influence an individual's beliefs and actions B. habits that make up an individual's daily life C. country of family origin D. native language and religion --Bad breath can be offensive. - E. Practice good dental hygiene. -Can provide place for germs to grow - D. Wear only simple jewelry. -Some people have allergies. - B. Avoid the use of perfumes. -Provide personal protection- A. Wear closed-toed shoes. -Can catch in equipment - C. Tie hair back. A. Wear closed-toed shoes. B. Avoid the use of perfumes. C. Tie hair back. D. Wear only simple jewelry. E. Practice good dental hygiene. - Explain what it means to be a leader. Include at least five characteristics of a leader in health care. -communicates effectively, -recognizes and supports the work of others, -high level of competence, -completes work, -meet high standards. - The best way to deal with problems in the workplace is to: D A. try to avoid becoming involved with them B. look for another job C. assume responsibility for solving the problems D. learn as much as possible from the problems - A dental hygienist who says to a patient, "I hear you saying that you don't like to floss because it makes your gums bleed," is using a technique known as: B A. probing B. paraphrasing C. active listening D. evaluating - Which action is most likely to increase the effectiveness of communication when a patient is having difficulty understanding the health care worker's instructions? B A. speaking very loudly B. using pantomime C. writing the message for the patient to read later D. repeating the message many times - Defense mechanisms are usually unconscious responses to perceived threats to a person's ____________________. self-esteem - Cultural competence is defined as the ability of providers and organizations to effectively deliver health care services that meet the social, cultural, and __________________ needs of patients. LINGUISTIC - T/F: Cultural competence has been proven to eliminate racial and ethnic health disparities. TRUE - Freedom from anxiety, strategies to deal with stress​. Safety and security needs - Confidence in own abilities, achievement of personal goals. Self-actualization needs - Peaceful sleep, adequate oxygen. Physiological needs - Positive feelings of self-worth. Esteem needs - Strong friendships, good family relationships. Love and effections needs. - T/F: The need to work efficiently and be on time for appointments is a value shared by all cultures. FALSE - A health care intervention through which a professional uses cultural and health science knowledge and skill to improve health care for an individual or group is known as __________________________. CULTURAL BROKERING - Keeping unpleasant thoughts or memories in the subconscious and out of awareness is a defense mechanism known as _______________. REPRESSION - T/F: Personal prejudices are difficult to recognize in ourselves because they become part of our belief system. TRUE - T/F: In order to move up through the levels in Maslow's Hierarchy, every need at the previous level must be met. FALSE - The best way to deal with one's own prejudices is to:​ D a. accept them. b. ignore them. c. ​deny having them. d. strive to be aware of them. - Being cognizant, observant, and conscious of similarities and differences among cultural groups is known as cultural ____________________. awareness or sensitivity - A 12-year-old patient wets the bed during a hospital stay. Regression ( su tro lai, nhu 1 dua tre) - A medical assistant is rude to coworkers after having a fight with his spouse. Displacement. (thay the) - A patient claims he cannot stop smoking because his family life is too stressful. rationalization (hop ly hoa van de, giai thich) - A recently divorced respiratory therapist declines all invitations for social activities. withdrawal (su rut lui) - A young man drinks heavily after his wife dies of cancer. denial (choi bo, cu tuyet, khong chap nhan van de, uong de cho mau quen) - A health care professional constantly criticizes everyone's work and then accuses her supervisor of being too tough when her own work is corrected. projection (do thua) - The main characteristic of traditional Western medicine as practiced by the majority of physicians in the United States is the:​ a. use of practices that are hundreds of years old. b. belief that the mind greatly influences the individual's state of health. c. ​emphasis on the relationship of the body, mind, and spirit. d. ​use of scientific methods. D. Use of scientific methods. - T/F: Health care professionals should not interpret negatively a patient's lack of eye contact. TRUE - T/F: It is disrespectful to make assumptions about people based on their ethnic or cultural background. TRUE - Many cultures believe that good health requires integrating the mind, body, and __________. Spirit - Cultures have different beliefs about appropriate personal space. What does this term refer to?​ a. Topics that can be discussed with strangers b. ​Type of touching allowed c. Comfortable distance between people in conversation d. ​Individual's need for privacy c. Comfortable distance between people in conversation - Many members of the large __________ community in San Francisco have retained their language and traditional customs. CHinese - T/F: Because they contain only natural products, herbal remedies are always safer than prescription medications. FALSE - For some Asians, the __________ is/are considered sacred and should not be touched unless necessary for diagnosis or treatment. head - If an elderly patient appears to be of Chinese background, it is best to:​ a. ​refer her to a Chinese medicine practitioner. b. ask questions about her health beliefs and preferences. c. ​proceed with care as you would with any other patient. d. ​assume that she distrusts Western medicine. b. ask questions about her health beliefs and preferences. - T/F: Most individuals whose native language is Spanish have the same beliefs and customs. FALSE - T/F: The need to work efficiently and be on time for appointments is a value shared by all cultures. FALSE - T/F: Many misunderstandings take place because what is considered polite by one cultural group is considered a sign of rudeness by another. TRUE - When Carolyn, a paramedic, asks an accident victim, "How did the accident take place?," she is asking a(n) ____________________ question. open-ended - When planning a nutrition class for Dr. Eldridge's patients, dietetic technician Jan sets educational goals, also called _________________________, that state what the patients will know or do after attending the class. learning objectives - T/F: Serious legal problems can result if a health care professional touches a patient in a way that the patient believes is inappropriate. TRUE - T/F: Including a possible answer within a question may lead to miscommunication. TRUE - Good communication skills are required to provide effective patient ____________________ that teaches patients about promoting their own wellness. EDUCATION - A(n) _______________ question might be appropriate to ask if a patient is having difficulty understanding or responding.​ LEADING - T/F: Gossip is okay if it is done in private and doesn't hurt anyone's feelings. FALSE - A respiratory therapist who tries to imagine the fear a patient experiences when he has difficulty catching his breath is practicing: a. sympathy b. ​empathy c. feedback d. ​reflection B. Empathy - T/F: Mastering a set of specific speaking skills will ensure that the health care professional is able to communicate effectively. FALSE - Communication _______________ are conditions, such as noise or drowsiness from medication, that interfere with the effective exchange of messages. barriers - T/F: Facial expressions are frequently better indicators of a person's true feelings than his or her spoken words. TRUE - __________ means striving to understand the views and feelings of other people. EMPATHY - T/F: The ability of health care professionals to communicate effectively is as important as their technical skills. TRUE - T/F: It is never appropriate to use humor in health care communication encounters. FALSE - T/F: When communicating with individuals who have Alzheimer's disease, it is a good strategy to confront and correct them if what they say is incorrect or doesn't make sense.​ FALSE - T/F: Listening to patients who must stay in a health care facility can help relieve their loneliness and depression. TRUE - Listener rewording the sender's message in the listener's own words. PARAPHRASING - Describes using a gesture to communicate meaning. NONVERBAL - A question that includes the expected answer. LEADING - Prompting the speaker confirm his/her meaning by completing or adding to original message. REFLECTING - A yes-no question Closed-ended. - A question that requests additional information from that already given. PROBING - A question that requires more than a one-word answer. OPEN-ENDED - T/F: Many employers report that a major weakness among new employees is their poor telephone skills. TRUE - "What is your name?" is an example of a(n) ____________________ question. CLOSED-ENDED - When a medical receptionist greets a 5-year-old patient by asking his mother, "And how is little José today?," she is: a. ​likely to get detailed information about the child. b. ​being polite to the mother. c. ​behaving professionally. d. ​not showing respect for the child. d. ​not showing respect for the child. - T/F: When writing a report, it is permissible to copy material from a web site without citing it because the information is available for the public to use. FALSE - Measure signals from sound waves to examine organs and fetuses. Ultrasonography (wave, fetus) - Use injected radioactive substance to study brain function. Positron emission tomography (PET- radioective, brain) - Measure hydrogen atom activity to view tumors. Magnetic resonance imaging (hydrogen) -Measure density of tissues to perform evaluations. Computerized tomography (CT, density, mau bam) - Measure electrical currents to detect differences in tissues. Electrical impedance tomography (EIT, difference, difficult, still expreriment) - ​If an urgent care center wants to estimate the number of physician assistants it will need next year based on projected numbers of patients, it might use: a. ​artificial intelligence. b. ​database software. c. ​electronic spreadsheet software. d. ​expert systems. c. ​electronic spreadsheet software. - ​A major barrier that must be overcome in order for telemedicine to be more widely practiced is: a. ​the small number of medical specialists. b. ​state licensing laws for physicians. c. ​patient resistance. d. ​the lack of technology to send the necessary data to make diagnoses. b. ​state licensing laws for physicians. - A tracking system called MEADERS is being developed to help prevent ___________ errors that result in thousands of deaths and injuries annually. drug or medication or pharmaceutical - T/F: A major difficulty with electronic medical records is the inability of various systems to communicate and share information. True T/F: Many employers today use social networking sites to screen job applicants. True T/F: An important result of the widespread use of computers is the elimination of repetitious tasks. True - Which action is most likely to result in damage to your computer hardware? a. ​Entering data that is incorrect b. ​Entering the wrong command at the keyboard c. ​Eating popcorn while entering data d. ​Clicking the wrong mouse button c. ​Eating popcorn while entering data - T/F: Information accessed through the Internet is highly reliable because the content is regulated by the government. FALSE - T/F: Voice dictation software used for medical charting is nearly as accurate as written notes. TRUE - __________ are focused light rays that can cut and remove tissue, helping to make surgical incisions cleaner and more accurate. LASERS. - __________ x-rays, used by many dentists, use less radiation than traditional x-rays and can be electronically stored in the patient's record.​ Digital - When a database is created, a collection of related data is called a __________. record T/F: To be computer literate means to be able to correctly use many sophisticated computer programs and applications. False - T/F: Only health care professionals who work in office environments or highly technical occupations are likely to use computers in their work. FALSE - Bioinformatics refers to the organization of information that enables: a. ​nurses to better coordinate patient care. b. ​the Food and Drug Administration to decrease the time needed for drug approvals. c. researchers to increase scientific progress by collecting and analyzing information.​ d. ​educators to offer distance education courses to health care professionals. c. researchers to increase scientific progress by collecting and analyzing information.​ - Downloading from the Internet should be done with great care because doing so can transfer destructive __________ to your computer. VIRUSES - Hair-thin cables that transmit data, such as internal images of the body during surgery, are called ____________________. FIBER OPITCS - T/F: Comprehensive systems of computerized patient records are fairly inexpensive to purchase and implement. FALSE - When using the method known as "charting by exception," only _________________________ are noted. abnormal findings - T/F: The physician's orders are the primary tool used to record, communicate, and coordinate the care given to the patient. FALSE - What is the best way to record in a patient's report that he only slept from about 1:00 a.m. to 4:30 a.m.?​ a. ​Patient needs help sleeping. b. ​Patient reports difficulty sleeping. c. ​Patient is sleeping poorly. d. ​Patient states, "I only slept 3 1/2 hours last night." d. ​Patient states, "I only slept 3 1/2 hours last night." - T/F: Medical charting should be done in pencil because mistakes can be more easily and neatly corrected. FALSE -

Module 6

Chapters: 18, 19, 22, 23

Module 5

chapters: 12, 13, 14, 15, 16

Quizlet

- When working to develop new habits, it is helpful to reward yourself when you achieve your goals. TRUE - Most stress is caused by conditions out of our control. FALSE - For the many Americans who are overweight, the best weight-loss strategy is to: REDUCE THE NUMBER OF CALORIED THEY CONSUME - The vitamin that promotes the healing of wounds is _____.VITAMIN C - The goal of meditation is to quiet the mind by clearing it of thoughts. TRUE - Which of the following does NOT put health care professionals at risk for burnout? easy access to addictive drugs, such as painkillers - Mr. Anderson spends most evenings and weekends watching television. He has recently started to suffer from osteoarthritis. Which of the following is most likely to help him relieve his symptoms? GET MORE PHYSICAL EXERCISE - During which of the following is the brain preparing itself for learning and taking in new information? SLEEPING - Being overweight is not a problem if an individual gets enough exercise. FALSE - Vigorous physical activity just before bedtime can help promote sleep. FALSE - Which of the following conditions refers to the loss of bone density? OSTEOPOROSIS - Obese BMI 30.0 or higher - Water makes up more than half of the average adult's body. TRUE, 55-65% of body - Organic foods tend to be more expensive than traditionally grown foods. TRUE - It is impossible to get enough protein when following a total plant-based diet. FALSE - LDL is also known as good cholesterol. FALSE, LDL is bad cholesterol, form that accumulates in the arteries. - Which of the following vitamins does the body need so it can absorb calcium? Vitamin D - Which of the following vitamins plays an important role in preventing infection? VITAMIN A

Chapter 18 1- MedlinePlus is useful for both health care professional and patients because it: a. contains easy-to-understand information about health topics 2- It is acceptable to send personal emails from your workplace computer during your break. FALSE 3- Which of the following statements best describes how robotic surgery works? c. A human surgeon controls the movements of the robot through the use a computer. 4- Telepharmacies are especially beneficial for people who: b. live a long distance from a pharmacy 5- Which of the following imaging technologies is based on measuring the activity of hydrogen atoms in tissues? b. magnetic resonance imaging (MRI) 6- The dispensing of drugs by computer-controlled devices has decreased the chance of dosing errors. TRUE 7- The term "downloading" means: a. transferring data onto a computer 8- Cell-phone technology provides physicians with data they can use to make diagnoses from a distance. TRUE 9- Match each database term with its definition Database: collection of data organized in a structured way Record: collection of related data Field: single unit of data File: a group of related computer records or documents 10- Which type of software should BeWell Clinic choose to create and manage its annual budget? c. electronic spreadsheet

1- Give examples of how technology is used in health care. - computerized patient record system: informations about pt + insurance - computer: all measure results are interpreted by a computer and produced on a paper printout of review. - computerized scheduling program: room scheduled. - computer network: order for medications - pharmaceutical software program: hospital pharmacy techinician use 2- Should health care workers be proficient in computers or just have basic literacy? 3- What is bioinformatics? Give an example. - BIOINFORMATICS: the science of collecting and analyzing complex biological data such as genetic codes. - the use of computers to collect and analyze biological information, especially for the field of genetics and genomics. - An example of bioinformatics is the use of computer analysis on the Human Genome Project, which has recorded the three billion basic pairs of the human DNA system. 4- Know the distinction between a database and a medical record and what is contained within each. - Medical record: Refers to the collection of all documents that are filed together and form a complete chronological health history of a particular patient -DATABASE: Collection of information organized in a structured way - RECORD: EACH collection of related data - FIELDS: these data are entered into FIELDS - FILE: A group of related records is called FILE 5- What is the best method to use when entering patient information during home-care visits? -Which health care function is made easier by point of care charting? D Answers: A. education of health care students B. diagnosing an illness C. sending bills for services D. entering patient data during a home care visit 6- What are examples of some diagnostic imaging systems and their purposes? 1. Computed tomography (CT) 2. Magnetic-resonance imaging (MRI) 3. Positron emission tomography (PET) 4. Ultrasonography 5. Electrical impedance tomography (EIT) - experimental - Computed tomography (CT) X-rays are taken from many angles. Measurements of the density of tissues are converted to cross-sectional views Used for: Evaluation of soft tissues for presence of disease and conditions such as blood clots, fractures, and tumors - Magnetic resonance imaging (MRI): Patient is placed in a magnetic field. The activity of hydrogen atoms in tissues is measured and converted into cross-sectional images. Used for: View tumors clearly View brain structure and abnormalities See movement in the body, such as blood flow - Positron emission tomography (PET): A radioactive substance is injected into the patient and detected by a scanner, resulting in three-dimensional images. Used for: Determine how brain is functioning (Parkinson's, Alzheimer's, epilepsy, cancer) Can study effects of drugs on the brain and on some forms of mental illness - Ultrasonography: High-frequency sound waves hit tissues and organs and bounce back as echoes. The signals obtained are used to create images. Used for: View movement Use when x-rays might cause harm, as with a fetus Examine organs Detect tumors, aneurysms, and blood vessel abnormalities - Electrical impedance tomography (EIT) Still considered experimental Conducting electrodes are attached to the skin. Electrical currents are measured to detect differences in tissue. Proposed for: Monitoring lung function Detecting skin and breast cancer Producing images of the brain to locate hemorrhages, areas with inadequate blood supply and sources of epileptic seizures - Quizlet: Which of the following diagnostic methods is safest for use with pregnant women? CT MRI Ultrasonography ultrasonography; uses sound waves rather than x-rays - CT: Computed tomography: 7- Give an example of an expert system and its function. - Expert systems: A form of artificial intelligence (very sophisticated technology that makes decisions based on real-life situations) Một hình thức trí tuệ nhân tạo (công nghệ rất phức tạp đưa ra các quyết định dựa trên tình huống thực tế) - MYCIN: was developed at Stanford University in the early 1970s, its purpose was to help identify bacterial infections of the blood and cerebrovascular fluid and recommend appropriate antibiotics. 8- What is the barrier with Telemedicine? -Telemedicine: Growing technology in which medicine is practiced over telephone lines or via mobile devices - An interesting barrier to the growth of telemedicine is state licensing laws that control the practice of medicine. 9- Know the parts of a computer and their functions. - Computer hardware: ~ Central processing units (CPU) + Peripherals - Central processing units (CPU) Located inside the computer Three major functions: 1. Manage all operations 2. Perform calculations and manipulate data 3. Store program instructions and data - Peripherals Equipment that allows the user to interact with the CPU. Input Devices: 1. Keyboard 2. Mouse 3. Scanner 4. Microphone Output Devices: 1. Monitor 2. Printer 3. Speakers - Hard Drive: Storage device located inside or outside the computer , Used to save data - Software: Programs that contain instructions that enable computers to function - Application program: Type of software that performs a specialized task - RAM: Computer workspace, Stores data only while the computer is on Quizlet - The majority of jobs in health care today require computer literacy. TRUE - The principal purpose of the computer's hard drive is to: Answers: A. store instructions and data you have entered B. connect to the Internet C. allow you to interact with the computer D. perform calculations A - hich health care function is made easier by point of care charting? Answers: A. education of health care students B. diagnosing an illness C. sending bills for services D. entering patient data during a home care visit D -

Chapter 23

1- What are some good approaches to take to ensure patient satisfaction? - to find ways to preserve or improve the quality of care while decreasing costs - Focus on the patient and avoid slipping into automatic mode. Patients evaluate their entire experience. - Based on pt concerns: + easily accessible and available services + Timely and safe delivery of care + Coordication bt services and continuity of care + Effectiveness of services- that is the delivery and outcome of care. Quizlet T/F: The cost of health care does not necessarily reflect its quality or effectiveness. True - T/F: Having a high fatality (death) rate among patients most likely means that a facility is delivering poor-quality care. False 2- Which quality process helps to decrease health care costs? - Quality improvement: the processes used to find ways to preserve or improve quality of care while decreasing costs . - T/F: In order to succeed, quality improvement efforts must be supported by ____________________. TOP MANAGEMENT. 3- Compare and contrast a Quality Improvement (QI) plan and a Utilization Review (UR). - Quality improvement plan - The processes used to find ways to preserve or improve quality of care while decreasing cost - Utilization review - and a valuation of the necessity appropriateness and efficiency of the use of Healthcare Services procedures and Facilities. It's a method of tracking reviewing and rendering opinions regarding care provided to patients. 4- Does the quality of health care impact the cost of health care? If so, how? - Quizlet Which quality process helps to decrease health care cost? Good Customer service 5- How should you handle patient complaints? -Step 1: Identify the problem +Listen to the complaint with an open mind +try to completely understand the customer;s side of the situation. +Ask questions to clarify as needed, but do not interrupt needlessly +Do not display verbal or nonverbal defensiveness. +Thank the customer for the information, because the goal is to always obtain customer saticsfaction -Step 2: Seek resolution + If the priblem is with you personally, it is appropriate to apologize, thank the customer for the feedback, and assure him or her that you will do your best not to repeat the error. + If you need more information before the problem can be resolved, let the customer know when you will get back to him or her. + Provide information that the customer may be lacking. Make sure the customer is ipen to hearing what will be said and that it is phrased in a nondefensive manner, + If you do not have the authority to deal with the problem, refer the customer to the proper person or ask the person with the authority to contct the customer. - Step 3: Verify satisfaction Does the customer feel the problem has been resolved satisfactorily? 6- What is the key reason for most patient-filed lawsuits? - If the patient likes the healthcare worker. May be avoided by working to ensure customer satisfaction. 7- Who would be your internal and your external customers in your future health career? -Internal customer would be employer and coworkers. External customer would be patient and their family 8- Give a statement describing constructive criticism and another describing destructive criticism. -Constructive criticism: based on optimism, the intended message is that set-backs or failures are due to circumstances that can be changed for the better. It hold out the hope of improvement and suggests the beginning of a plan for doing so. - Destructive criticism: has the effect of creating helplessness, anger, and rebellion. The person is immediately put on the defensive and may no longer be receptive to suggestions for improvement. When they are led to believe that their failures are due to personal faults the can not be changed, they lose hope and stop trying. Quiz: 1- When working with unhappy customers the first step is to identify the problem 2- Patient satisfaction scores are how well the patients recover or manage their ailments. 3- Quality of care speaks of the excellence of the health care received. 4- Sometimes it will be necessary to be an advocate (one who supports or promotes the interests of others) for the patient or draw attention to an ongoing problem that is not being addressed 5- Satisfaction is an objective perception False (feel by pt = subjective) 6- Which of the following would be the best response if you are confused about a criticism you received? Ask for specific examples 7- Patients are most often treated by providers with whom they have a long-term relationship. false 8- Destructive criticism has the effect of creating helplessness, anger, and rebellion. 9- Which is the best statement regarding the utilization review? .It is a method of tracking, reviewing, and rendering opinions regarding care provided to patients. 10- When patients evaluate the service they received, it is the outcome that is most important. FALSE a. True b. False

Chapter 12 Chapter 12 https://quizlet.com/16638434/chapter-12-lifestyle-management-flash-cards/ https://quizlet.com/206190541/current-issues-in-health-science-flash-cards/ 1 Which of the following is most likely to contribute to the prevention of heart disease, diabetes, and osteoporosis? a. good posture b. adequate sleep c. physical exercise d. avoiding all stress 2- If a food label lists partially hydrogenated oil as an ingredient, this means the product contains trans fats 3- Calories are associated with foods that cause weight gain. False 4- The consequences for a health professional who is caught using painkillers that were intended for a patient are usually not more serious than a reprimand from a supervisor. False 5- An effective time management plan can eliminate all stress and allow an individual to function efficiently. False 6 When responding to an emergency situation, stress can: help you react quick 7 Which of the following diets would most likely result in weight loss? a. low carbohydrate b. low fat c. high protein d. low calorie 8- Many serious health conditions, such as heart disease, are strongly influenced by personal health habits. True 9- Which of the following vitamins is produced by skin that is exposed to the sun? vitamin D 10- Which of the following foods would be best for providing quick energy after a game of tennis? a banan 11- It is believed that _____ take(s) place during the last few hours of sleep. a. the best rest b. mental recuperation c. physical repairs to the body d. emotional peace 12- Decreasing physical exercise results in the body needing fewer calories to function. a. True 13- For serious illnesses like cancer, it does not matter in what stage they are diagnosed. a. True b. False 14- Many Americans have high blood pressure. Which of the following may be effective in lowering blood pressure? a. reduce the intake of salt b. engage in regular physical activity c. practice meditation d. all of these 15- When making lifestyle changes to improve your health, it is recommended that you start by making as many changes as possible to start experiencing the benefits. a. True b. False

1- What are the steps to changing personal habits? *Identify the problem Be patient with self Set reasonable goals Focus on positive Track progress Plan rewards - Recognize a need for change, and be willing to change. Then: * Understand that making change is not easy. * Patiently work to change. * Set reasonable change goals. * Focus on the positive. * Track your progress. * Reward your achievements. 2- What do the following nutrients contribute to one's diet? Proteins, carbohydrates, fats, fiber. - Protein: the building and maintenance of body structure food substances containing amino acids, which are necessary for both building and maintaining the structural components of the body. Examples are meat, fish, eggs, legumes, nuts, seeds, and grains - Fats: concentrated forms of energy food substances consisting of fatty acids that provide the most concentrated forms of energy for the body. In addition to oils and butter they are found in meat, fish, nuts, eggs, and certain plants such as olives and avocados - Fiber: food content that cannot be fully digested. Food content can't be fully digested. Maintains healthy bowels. - Carbohydrates: Provides immediate energy food substances composed of units of sugars that provide the body with immediate energy. Common sources are fruits, breads, cereals, and pasta - Which of the following classes of nutrients provides the body with immediate energy? Carbohydrates. Proteins Fats Carbohydrates 3- What is a calorie? Measure of potential energy food can provide - Unit of heat energy; energy content of foods. - What is the main reason why increasing muscle mass helps with weight control? Individuals with more muscle tend to exercise more Muscle tissue requires more calories to support itself than fat tissue The exercise used to produce muscle tissue burns calories Muscle tissue requires more calories to support itself than fat tissue, even when at rest. - the potential energy a food can provide the body. A gram of carb and protein has 4 calories and a gram of fat has 9 calories 4- What are the five major food groups according to Choose My Plate, and what are examples of foods associated with each? Fruits - Let your preschooler enjoy a variety of whole or bite-sized fruits such as apples, sliced bananas, and mandarin orange pieces. Serve 100% fruit juice in small amounts and less often. Vegetables - Prepare red, orange, and dark-green vegetables like tomatoes, sweet potatoes, and broccoli as part of your child's meals and snacks. Grains - Make at least half their grains whole grains by offering 100% whole-grain cereals, breads, and pasta. Protein Foods - Choose a variety of protein foods such as seafood, beans, and small portions of meat or poultry. Dairy - Give them low-fat milk, yogurt, and cheese to provide much needed calcium. 5- What are the different types of diets? -Low-fat and reduced-salt diets -Plant-based diet - vegetarian diets : vegan, lacto-vegeratirans (milk), laco-ovo vegetarian (egg+ milk), flexitarian = semivegetarian (still eat a small amount of meat, fish) - True or False: It is impossible to get enough protein when following a total plant-based diet. FALSE: several plant-based protein sources- soy products, dried beans, nuts. - Many serious health conditions, such as heart disease, are strongly influenced by diet. TRUE 6- How can gum disease affect the body? - Gum infections can spread to other parts of the body. TRUE: Dental infections can spread to other parts of body Including heart 7- Approximately how many adults in America are overweight and how many are obese? - Overweight children tend to become overweight adults. TRUE - Overweight BMI: 25.0 - 29.9 8- Compare and contrast anorexia, bulimia, and binge eating. - anorexia nervosa: - they think they are overweight-> cut of calories *Distorted belief that one is overweight. Can be life threatening A disease based on the distorted belief that one is overweight, even when severely underweight, and the cutting of calories below the number necessary to maintain health. related to social pressures to achieve the unrealistic slimness promoted by entertainment industry and fashion model. - Bulimia: eat a lot but then use laxative to vomite because feeling guilty and fear of being "found out" *Compulsive eating of large amounts followed by vomiting or using laxatives Condition characterized by compulsive eating of huge quantities of food, followed by self-induced vomiting and/or the use of large amounts of laxatives. Stomach acid cause dental problems. - binge eating: The compulsive consumption of large quantities of food, beyond that needed to satisfy physical hunger. - to escape from boredome, or anger, reason link to handle emotional issues. 9- does the body undergo when it responds to real or imagined danger? YES - Stress refers to the body's reactions when it responds to danger, either real or imagined. - In seeking a state of readiness for action, the body UDERGOES a series of physical changes that include the following: + increased heart rate +elevated blood pressure +raised blood sugar level +dilated blood vessels in the muscles to give them the immediate use of sugar + dilated pupils of eyes. (Miller- Keane, 2005) Over time, may weaken immune system 10- Give an example of an internal and an external stressor. - Internal stressors are self-generated and within the individual's control Ex: negative attitude, unrealistic goals, poor time management skills, and lack of problem-solving ability ,Getting to school on time - External stressors are those outside one's immediate control. Ex: the fast pace of life, the high cost of living, crowded cities and freeways, and demanding patients, weather - Internal stress comes from inside of us and determine our body's ability to respond to, and deal with, the external stress-inducing factors or stressors: Nutritional status Attitudes Thoughts Feelings of anger, fear and worry Anticipation Imagination Memory Overall health and fitness levels Presence of illness and infection Emotional well-being Amount of sleep and rest you get. - External stress comes from outside us: Our physical environment Our job Noise - loud and constant low level noise Pollution Trauma Injury Foreign organisms (bacteria, viruses, fungi) Toxins Poor work conditions (not enough attention paid to ergonomics, too much noise, poor air circulation, lack of privacy, excess demands, etc). Relationships with others Our home, All the situations, challenges, difficulties, and expectations we're confronted with on a daily basis Workplace stress Interpersonal conflicts Relationship / marital stress Balancing career and family Being a parent 11- What are some ways to help reduce stress? setting priorities time management relaxation techniques meditation attitude How can the health care worker deal effectively with stress? * Prioritizing your tasks and responsibilities * Managing your time well * Using muscle relaxation techniques * Practicing meditation * Developing a positive attitude 12- Which kinds of alternative methods are becoming more recognized in treating serious illnesses? Meditation An increasing number of health care professonals are recommending meditation as a therapeutic technique, even for serious illnesses such ass cancer. 13- Define attitude. - Refers to how a situation is viewed mentally. -can be viewed positively or negatively - How one mentally views a situation. Ex: problems can be viewed as dreaded difficulties or as challenges that keep life interesting.

Chapter 14 Chapter 14 1- https://quizlet.com/216780850/121314151618192223-flash-cards/ Advising patients on the importance of immunizations is an example of a new skill for health care professionals based on the return of diseases such as measles. true 2- It is appropriate to ask other professionals questions about patients when the patients can hear you because they may be interested in knowing more about their health conditions. False 3- Technology is advancing at a faster rate today than at any time in history. True 4- What is available at www.biomedcentral.com? a. advertising for pharmaceutical products b. continuing education courses c. current articles of interest to health care professionals d. products for use in complementary medicine 5- In health care today, computers are used mainly by administrators and record-keeping staff. False 6- The first step before engaging in any activity to earn credits to keep your certification current is to find out: a. how much it costs b. if the location or method offered are convenient c. if it sounds interesting and helpful to you d. if your certifying agency or organization will accept the credits Which of the following statements best describes continuing education units (CEUs)? a. Each unit can be earned in about one hour of class time. b. The number needed for recertification varies by profession. c. Many professions do not require them. d. Health care professionals can create their own learning activities to earn the units. 8- The frequent implementation of new computer systems in health care facilities contributes to the need for continuing education. True 9- Who is responsible for recording and tracking the continuing education units (CEUs) earned by a health care professional? a. health care professional's employer b. individual health care professional c. individual's health care organization d. agency or organization that requires the CEUs 10- Today's health care professionals are likely to spend much of their time with Older adults

1- What is the difference between formal versus informal learning? * Formal learning is in a classroom Informal learning can be self-directed learning 2- What are CEUs? What is the main purpose of them? * Continuing education units or continuing professional education CPE - CEUs are credits granted for certain types of learning that take place after the completion of formal education. 3- Approximately how many hours of instruction is equivalent to 32 CEUs? 32 hours 4- Whose approval is needed when deciding which CEUs to take? -Organizations that grant licenses, certifications, and registrations decide which CEUs they will accept 5- What are some examples of self-directed learning? Discussing a new procedure with your supervisor Watching a TV documentary on advancements in knee surgery Reading an article in a professional journal 6- What are some ways in which to earn CEUs (not topics)? Workshops, home study materials, online study, distance education courses -* Traditional continuing education classes at colleges * Workshops offered by various organizations * Special sessions/workshops offered at conventions and meetings * Home study materials published in professional journals * Home study courses offered by approved education providers * Internet courses Quizlet 1 Most health care professionals will need to continually learn over the span of their careers.TRUE 2 Most professional organizations only accept continuing education units earned from their own classes, materials, and conference workshops. FALSE 3 Why is it essential for health care workers to participate in lifelong learning activities? UPDATED WITH HOW HEALTHCARE WORK SHOULD BE PERFORMED 4 ___________________ is term for the education that follows graduation and keeps a health professional up-to-date in his or her field. Formal Learning 5 ___________________ is term for the education that follows graduation and keeps a health professional up-to-date in his or her field. Self-directed learning refers to all activities that you plan and participate in to increase your knowledge and skills 6 Providing documentation of learning beyond one's formal training is necessary to retain one's professional ___________________. certification 7. Many health care professionals are being required to expand their ___________________. CEU 8

Chapter 13 Chapter 13 https://quizlet.com/193235160/cihs-chapter-13-flash-cards/ 1- if you are upset about a personal problem that is distracting you at work, you should: a. share the problem with a trusted patient b. do your best to put the problem aside while you are at work c. discuss the problem with your supervisor d. complain about the problem in the break room or cafeteria 2- What is the most important reason for health care professionals to avoid wearing perfumes at work? a. Some patients and coworkers are allergic to them b. It is viewed as unprofessional, more appropriate for socializing c. Some people may not like the scent chosen d. They do not mix well with the smell of disinfectants 3- An individual must be a supervisor in order to be a leader. a. True b. False 4- Being technically competent at your job: a. is all that is required for success b. reassures patients, even if your attitude is a little negative c. is only part of what is required to be a true professional d. is less important than your attitude 5- Becoming involved with your professional organization is a good way to stay current in your field. a. True b. False 6- Which of the following is appropriate advice for a health care professional? a. Reveal something personal to your patients. b. Try to please your patients. c. Befriend patients who seem lonely. d. Keep your focus on the patient's health goals. 7- An appropriate way to develop a good relationship with patients is to: a. share some personal information about yourself b. be attentive and caring c. perform your job efficiently d. ask the patient lots of personal questions 8- It is best to ignore problems in the workplace and simply focus on your work. a. True b. False b. False 9- Which of the following is the best example of Jerry's commitment to his work as a respiratory therapist? a. He gets along well with his supervisor. b. He hopes to receive a raise within the next six months. c. He believes in the value of his work with patients. d. He wants to become a department manager. c. He believes in the value of his work with patients. 10- Which of the following pairs of words best summarizes the meaning of professionalism as described in the chapter? a. conservative and caring b. competent and caring c. caring and courteous d. competent and dependable

1- What professional characteristic must health care workers maintain on the job? Caring confidence Committed to work, believe in value, aware of how you impact others, be positive, see problems as opportunities, practice self discipline - Explain what is a leader and include at least 5 characteristics of a leader in healthcare Someone who encourages people to work together and do their best to achieve their common goals 5 Characteristics : ~High level of competence ~Commitment to providing high-quality service ~Willingness to recognize and support the work of others ~Dedication to meeting high standards ~Ability to communicate effectively 2- What are some things to consider and to avoid when it comes to professional appearance? * Be conservative Be clean Be professional Pay attention to hygiene Don't wear perfume Dress for safety, confidence and competence Dressing poorly made undermine the patients' confidence in your confidence -Practice personal cleanliness, Includes the hair, hands and fingernails, clothing, and shoes -Use a deodorant or antiperspirant daily -Pay attention to dental hygiene. Flossing and regular dental care help prevent bad prevent bad breath -Avoid the use of perfumes and strong-smelling hair spray and other personal products. Some people allergic to fragrances. Many others find them offensive, especially when they are ill. Some fragrances can even trigger asthmatic attacks - void extreme styles in dress and grooming, such as unnaturally colored hair and green nail polish. When possible, wear clothing that covers tattoos -consider personal safety and that of others. Avoid wearing anything that can be grabbed or caught, such as dangling earrings and united long hair. Wear closed-toed shoes to protect your feet form injury. 3- What is meant by having a professional attitude and keeping a professional distance? a) professional attitude Having a professional _____________ means approaching work positively and enthusiastic ATTITUDE -attitudes refers the way a person thinks and feels about someone or something -individuals working in health care who have professional attitudes approach work as positively and enthusiastically as possible -think in term in: what they can give not what they can get -pt welfare is the primary focus of the employee - in task include preparing accurate billing statements or providing direct pt care - -Be committed to your work. Believe in the value of what you are doing and your ability to do it. -Keep in mind your impact on pt care and services. Aim to contribute positively to the well-being of pts and their perception of the facility -Use an objective approach to situations. This means considering the facts rather than responding emotionally. -View problems as opportunities for positive action. Problems are part of everyday life, and learning to deal with them effectively is essential for achieving work success and satisfaction -Develop and practice self-discipline.Knowing you can depend on yourself to accomplish what needs to be done results in both competence and self-confidence b) Professional distance: -refers to a healthy balance in the worker-pt relationship -means demonstrating a caring attitude toward pts without the goal of becoming their friend -it is inappropriately to personally depend on the friendship and approval of pts -working to please, rather than serve appropriately, can be counterproductive. -Keep your focus on the pts' health goals and what must be done to achieve them. -it is appropriate to demonstrate a caring attitude toward pts 4- How should you handle rude patients? Ask yourself what might've caused this reaction 5- Is it okay to call a patient by his/her first name? Why or why not? No, it shows a lack of respect. Always ask patients how they wish to be addressed. 6- What is a patient's general reaction when they hear health care workers complaining about their job? Loss of confidence in their care 7- What is another description to express professionalism? "CARING COMPETENCE" Caring competence is the same as what? PROFESSIONALISM -" caring competence" -is an essential quality for everyone who works in health care -consists of many characteristics and behaviors -individuals in health care occupations display professionalism by dedicating themselves to doing their job and providing and maintaining high-quality service -requires that you know your-self well and make an effort to understand the basis of your reactions to workplace problems Quizlet - The most important reason for dressing conservatively at the workplace is to? Increase patient confidence - How would you handle a problem in the workplace? Learn as much as possible from the problem - What is the most approproate way to react when a patient responds rudely? Ask yourself what might've caused this reaction - What is the most likely reaction of a patient who hears healthcare professionals complaining about the work? Loss of confidence in their care - As a healthcare professional you must remember that you represent who? FACILITY - Having a professional _____________ means approaching work positively and enthusiastic ATTITUDE - Wearing clothes toe shoes PERSONAL PROTECTION - Bad breath DENTAL HYGIENE - Perfume ALLERGIES - Could be caught in equipment HAIR - Helps germs to gwow JEWELRY - Maintaining professional distance means ___________________. NOT INVADING A PATIENT"S PERSONAL SPACE - Kim often has her feelings hurt when patients are not appreciative of her efforts to help them. She should ___________________. EXPLORE WHY SHE FEELS THE NEED FOR APPROVAL - When encountering a difficult situation on the job, it is recommended that health care professionals ___________________. APPLY THE FIVE-STEP PROBLEM-SOLVING PROCESS - Larry's supervisor criticized his technique in delivering a breathing treatment. The best course of action for Larry is to ___________________. ask his supervisor for help in perfecting his technique - When patients complain to Gayle, a dietetic technician, about the diets their doctors have prescribed, she should ___________________. explain how the diet will improve their health - The most effective approach to problems in the workplace is ___________________.OBJECTIVE (khach quan) - Tishia, a dental hygienist, is experiencing serious personal problems. It would be best for her to ___________________. keep them to herself while she is at work - If you are unsure about a policy at your workplace, it is best to first ___________________.check the employee manual - ___________________ is an effective way to describe professionalism in health care. Caring competence - Approaching work positively is a sign of a good ___________________. Attitude - The primary focus of a good health care professional is ___________________. patient welfare - Taking a/an ___________________ approach to a situation means basing decisions on facts rather than emotions and opinions. objective (khach quan) - The conduct of individual health care professionals influences ___________________ with the facility in which the professionals work. patient satisfaction

Chapter 15 Chapter 15 1- In most situations, there is one best way to act. False 2- Some children respond to stressful situations, such as serious illness, by demonstrating behaviors usually seen in much younger children. This is an example of: a. malingering b. projection c. regression d. repression c. regression 3- A religion-based healing method practiced by some Christians involves faith and prayer 4- The percentage of the population of California that speaks a language other than English at home is approximately 40% 5- Match each health care practice with the ethnic group most likely to practice it. Balancing yin and yang : Chinese Prayers and holy verses: Muslim Using hot and cold remedies: Hispanic Healing ceremonies: Native American 6- Which of the following is most representative of the dominant culture of the United States? a. emphasis on setting and achieving goals b. the way Americans dress c. the kind of things Americans read d. the religions Americans practice 7- The foundational beliefs and behaviors of the majority of people make up its dominant culture. 8- Which of the following is the best definition of culture? a. religious beliefs b. language c. food, clothing, and holidays d. values and shared beliefs 9- Religious and spiritual beliefs influence the health care beliefs of many people in the United States. True 10- After a car accident left him partially paralyzed and with low speech volume, former attorney David became a successful writer and continued to participate in community activities. Which level has he reached in Maslow's Hierarchy? Self- actualization

1. What is meant by "philosophy of individual worth?" - The philosophy of individual worth is based on the belief that every human being , "regardless of personal circumstances or personal qualities , has worth and is entitled to respect as a human being" 2. How should you correct your personal prejudices? - make an effort to recognize their own prejudces by examining honestly how they regard othes, it is not necessary to agree with all the beliefs and actions of other because it sometime causes haimful. WE must understand pt; beliefs and motivations. by listening carefully and resisting the temptation to judge what is heard. if it is incorrect- stop listening. - Almost everyone has prejudices of some type. TRUE 3. What is the difference between culture and dominant culture? - Which of the following is the best definition of culture? VALUE AND SHARED BELIEFS. - The foundational beliefs and behaviors of the majority of people make up its _____ culture. beliefs and behaviors are taught in public school. DOMINANT ex: being on time. - Comfortable personal space in the dominant culture of the U.S. is about ____ . 6 inches 12 inches 18 inches 18 inches - A new female arrives at Dr. Hendrick's office wearing a long dress and a head covering. It is safe for the medical assistant to assume the patient is Muslim. FALSE - Which of the following immigrant groups tends to retain their native language and customs? Young people looking for better economic opportunities Older adults escaping persecution Professionals who have skills in the U.S. older adults escaping persecution 4. What is the main difference between Western and Eastern medicine? 5. What are some examples of behaviors that are polite, but may be interpreted as rude in some cultures and vice/versa? -Direct eye contact is a sign of sincerity for most cultural groups. FALSE direct eye contact in U.S is a sign of honesty and sincerity, but in other cultures it is a sign of boldness and disrespect. 6. What might a lack of eye contact from a patient convey to a health care worker? Direct eye contact is a sign of sincerity for most cultural groups. FALSE 7. Name the one, often negative thing that individuals unknowingly create when they misunderstand a particular culture or group. prejudices- PREJUDICE assumptions 8. Is it safe to assume that everyone of a particular culture practice the same customs? Why or why not? NO assumption lead to mistakes in communication and misunderstandings. hc professionals learn to observe, ask meaningful questions, and listen carefully to the responses. 9. Know patients' needs at each of Maslow's Hierarchy of Needs. - it is necessary to fully meet each need on Maslow's hierarchy before moving up to the next level FALSE - Level 1- Physiological needs: oxygen, water, and food - Level 2- Safety and security: living free form the fear of physical harm - Level 3- Love and affection: feels sense of belonging, can give and receive friendship and love - Level 4- Esteem: self-respect, has approval of others. - Level 5- Self-actualization: obtains full potential, confident, self-secure. , willingness to help others. 10. What does Maslow's Hierarchy of Needs help the health care professional do? - understand pt more. - It is appropriate to ask patients directly about their health care beliefs TRUE - If the health care professional suspects a patient is displaying a defense mechanism to deal with fear, it is best to _____ . Take action to reduce the patient's fear Encourage the patient to be truthful and face the difficult situation Ignore the patient's behavior Take action to reduce the patient's fear 11. Know the common defense mechanisms and the behaviors exhibited with each. - A 12-year-old patient wets the bed during a hospital stay. Regression - A medical assistant is rude to coworkers after having a fight with his spouse. Displacement. - A patient claims he cannot stop smoking because his family life is too stressful. rationalization - A recently divorced respiratory therapist declines all invitations for social activities. withdrawal - A young man drinks heavily after his wife dies of cancer. denial - A health care professional constantly criticizes everyone's work and then accuses her supervisor of being too tough when her own work is corrected. projection - If the health care professional suspects a patient is displaying a defense mechanism to deal with fear, it is best to _____ . Take action to reduce the patient's fear Encourage the patient to be truthful and face the difficult situation Ignore the patient's behavior Take action to reduce the patient's fear * Compensation: substituting something that does not really satisfy a need * Control: exerting excessive control for lost control * Denial: saying it is not so * Displacement: transferring feelings * Malingering: pretending to be ill * Projection: blaming someone else * Rationalization: explaining away a behavior * Regression: adapting behaviors more appropriate or typical of a younger age * Repression: blocking out conscious thought * Withdrawal: refusing to communicate or participate Quizlet - Health care professionals must respect the individuality of every patient. TRUE - Almost everyone has prejudices of some kind. TRUE - If you explain self-care procedures carefully, patients will understand and follow your instructions. FALSE - Natural, plant-based medicines are regulated by the U.S. Food and Drug Administration. FALSE - The first level of Maslow's Hierarchy of Needs consists of _____ needs, which include food, water, and shelter. PHYSIOLOGICAL - Lisa's father recently abandoned the family and has not contacted her in weeks. To make up for this loss, Lisa has started partying and drinking with her teenage friends. This behavior is an example of: COMPENSATION - Spirituality-based treatment methods for health problems are part of: MOST CULTURES - Which of the following methods is recommended for learning about a patient's needs? ask the patient about his or her preferences - When a person has suffered a loss, such as the death of a parent, the best thing to do is be willing to listen and talk about the loss if he wishes to do so - People in a number of cultures believe that illness occurs when the body, mind, and spirit are out of balance. TRUE - Some children respond to stressful situations, such as serious illness, by demonstrating behaviors usually seen in much younger children. This is an example of: - regression - repression - malingering - projection - regression - The foundational beliefs and behaviors of the majority of people make up its _____ culture. Dominant. - The percentage of the population of California that speaks a language other than English at home is approximately _____.40% - Which of the following is the best definition of culture? values and shared beliefs - Which of the following is most representative of the dominant culture of the United States? emphasis on setting and achieving goals - In most situations, there is one best way to act. FALSE - A religion-based healing method practiced by some Christians involves _____. faith and prayer - After a car accident left him partially paralyzed and with low speech volume, former attorney David became a successful writer and continued to participate in community activities. Which level has he reached in Maslow's Hierarchy? self-actualization - * T' ai chi is a form of acupuncture that originated in China and is becoming accepted in the US FALSE - Lisa's father recently abandoned the family and has not contacted her in weeks. To make up for this loss, Lisa has started partying and drinking with her teenage friends. This behavior is an example of: COMPENSATION - Spirituality-based treatment methods for health problems are part of: MOST CULTURES - Which of the following methods is recommended for learning about a patient's needs? ask the patient about his or her preferences - People in a number of cultures believe that illness occurs when the body, mind, and spirit are out of balance. TRUE - Religious and spiritual beliefs influence the health care beliefs of many people in the United States. TRUE - Which of the following is most representative of the dominant culture of the United States? emphasis on setting and achieving goals - After a car accident left him partially paralyzed and with low speech volume, former attorney David became a successful writer and continued to participate in community activities. Which level has he reached in Maslow's Hierarchy? self-actualization - In most situations, there is one best way to act. FALSE -

Chapter 16 1- Humor is usually not appropriate with patients who are ill or injured False 2- What type of question is, "What is you date of birth?" d. Closed-ended a. probing b. open-ended c. leading d. Closed-ended 3- Today's patients need more education and information from health care professionals than they did in the past. TRUE a. True b. False 4- During communication, there may be periods of silence. Which of the following is the best action to take? a. Use the time to observe the patient's body language. a. Use the time to observe the patient's body language. b. Say something to keep the conversation going. c. Encourage the patient to continue speaking. d. State what you believe the patient wants to say. a. Use the time to observe the patient's body language. 5- Speaking a little louder than normal can help non-English speakers understand what you are saying. FALSE a. True b. False b. False 6- The health care professional can enhance a patient's self-esteem by communicating courteously and respectfully. TRUE a. True b. False 7- When a patient is anxious about a treatment and has difficulty focusing, the health care professional should: c. keep messages simple and reassuring a. ask the patient to pay attention b. tell the patient she has nothing to worry about c. keep messages simple and reassuring d. ignore the anxiety and proceed with the treatment 8- "I think what I hear you saying is that you don't feel any better after taking the medication," is an example of which feedback technique? a. reflecting b. requesting an example c. paraphrasing d. evaluating c. paraphrasing 9- The percentage of adults over age 75 who have some degree of hearing loss is 50% 10-Which of the following is the best example of successful communication between Samantha, a pharmacy tech giving instructions about how to take a new medication, and customer Mr. Abbott? b. She used feedback and determined that he understood her instructions. a. She asked him if he understood her instructions and he said "yes." b. She used feedback and determined that he understood her instructions. c. She told him to read the instructions included with the medication. d. She gave him the medication and thanked him for his business.

Chapter 16 1. Explain the six steps of the communication process. 1) Set communication goals 2) Create message 3) Deliver message 4) Listen to response 5) Offer feedback 6) Evaluate the encounter and revise the message. - Set communication goals: Determine what is to be accomplished. This requires considering patient needs, current circumstances, and the duties assigned to the health care professional. - Create the message: Select and organize appropriate content based on the communication goals. - Deliver the message: Choose the delivery method best suited for ensuring that the receiver will understand the intent of the message. - Listen to the response: Employ listening and observational techniques to determine whether the message was received as intended. - Offer feedback and seek clarification: Rephrase what is heard or ask questions to check your understanding of the response. - Evaluate the encounter an d revise the message: Determine whether the goal was met. If not, why not? What other options are available? What should be the next step? 2. Which step of the communication process would you confirm that the receiver fully understood the sender? - Step 5: Offer feedback and seek clarification -Step 6: Evaluate the encounter 3. Give your own example of the following types of questions: closed-ended, open ended, probing, and leading, paraphrasing, reflecting. - Closed-ended: type of question that must be answered with more than a one-word response, or a response of YES or NO Ex: What is your date of birth? Are you taking any medication? - open-ended : type of question that includes part of the answer, used to encourage patients to provide more detailed information or explanations. Ex: How did you fall? Why do you think you are feeling sad? - probing: type of question that asks for additional information or clarification, are requests for additional info or clarification Ex: You said that you've been experiencing pain in your chest. Where, exactly, in your chest do you feel the pain? When is it the most severe? Can you tell me more about when you get these headaches? - leading questions: which all or part of the answer is included in the wording of the question, can be useful when used with pt who have difficult speaking or who do not understand English well enough to phrase a complete answers. Would you describe the pain as sharp, dull, throbbing, or aching? Do you feel more nauseated in the morning, afternoon, evening, or during the night? - paraphrasing: The receiver rewords the sender's message in the receiver's own words and then asks the sender for confirmation - reflecting: feedback technique in which listeners state what they hear in their own words 4. What are the characteristics of verbal versus non-verbal communication? - ___________________ can be an effective way of conveying meaning through acting out and gestures with patients who do not understand English NONVERBAL COMMUNICATION : Meaning conveyed by tone of voice, body language, gestures, facial expressions, touch and physical appearance Nonverbal communication: BODY MOVEMENT (a shrug of the shoulders) -TONE OF VOICE (sarcastic expression indicating annoyance), -FACIAL MOVEMENT (hinting surprise, anger, or happiness). Touch, physical appearance, and gestures are other commonly used nonverbal communication techniques. 5. What are some things to consider about using non-verbal communication such as facial expressions and touching to communicate with a patient? - Facial expressions should reflect warmth, confidence, and interest in the welfare of the pt, do not show the anger, or unpleaseant with the odor... - Use PANTOMINE (kich cam) or GESTURE (cu chi hanh dong) ' - Touching: should avoid touching areas that are considered sexual (buttocks, breasts, genital area) 6. What is the most important listening skill needed by the health care worker? ACTIVE LISTENING. - Active listening: characterized by focusing fully on what the speaker is saying -Allow enough time for senders to finish their messages. , no interupt 7. What is the main purpose of providing patient education? More self-care is required in today's medicine and patients want information 8. How is empathy different from sympathy? - EMPATHY (dong cam) : making an effort to understand another person's thoughts, feelings, and behavior - SYMPATHY: which means feeling sorry for or taking pity (long thuong hai) on the other person. Quizlet - "What is your date of birth?" is an example of a _____ question. Probing Open-ended Closed-ended Closed-ended - An appropriate use of a leading question is with patients who are unable to offer complete answers on their own. TRUE - Using casual words such as "like" and "you know" in your messages to patients can help them feel more at ease. FALSE, avoid filler words - Leaning toward the speaker when you are listening is usually a sign of: Aggression Interest Difficulty understanding INTEREST - The best definition of active listening is _____ . Taking notes while listening Maintaining eye contact with the speaker Focusing fully on what the speaker is saying FOCUSING FULLY ON WHAT THE SPEAKER IS SAYING - "I hear you saying you feel better after you've done the exercises I taught you last week" is an example of: Paraphrasing Reflecting Asking a leading question PARAPHRASING- Stating in own words what sender has said - When a listener leans forward and turns his head, this is most likely to be a sign of a/an _____ . Hearing impairment Visual impairment Inability to understand English HEARING IMPAIRMENT - https://quizlet.com/87688388/hsc0003-ch-16-18-comm-process-computer-tech-flash-cards/ - Many misunderstandings take place because what is considered polite by one cultural group is considered a sign of rudeness in another. TRUE -

Chapter 19 1- The social history is taken as part of the medical history to determine if the patient smokes, drinks alcohol, or takes illegal drugs. 2- Which of the following should be done if someone charts an entry that occurred after the action that you intended to chart? Write "late entry" and then chart. 3- The format for charting of each problem is known as SOAP 4- Having an EMR (electronic medical record) means the information can be sent automatically to any health care network. False . 5- The security of records is the responsibility of each health care professional. True 6- If an error is made on a medical record, use correction fluid and write out the correction. False 7- Which of the following areas would apply to the HIPAA (Health Insurance Portability and Accountability Act of 1996) Privacy and Security Rules? a patient's right to request access to and copies of his or her medical record 8- A source-oriented format divides the record into different sections separated by tabs for each health care specialty. True 9- Recording observations and information about patients is called charting 10- The __familial_____ history is taken as part of the medical history as medical problems of relatives may show a family tendency for problems. familial

Chapter 19 1- What federal law protects patient confidentiality and how does it apply to documentation? - In the case of a malpractice lawsuit a, for example, documentation provides proof of what has taken place with the pt. Only through written documentation can tess, prcedures, and treatment be proven to have occurred. 2- Why should health care workers document? -Provides legal protections: "If it is not documented, it is not done" - Helps ensure compliance with regulatory agencies - Improves cost control: -decreases denials from insurance companies. 3- What are the characteristics of good medical documentation? 1. Complete: hoan chinh 2. Concise and factual: suc tich va thuc te 3. Properly identified: xac dinh dung 4. Legible: de doc 5. Correct spelling, terminology, punctuation, and grammar 6. Clearly and objectively expressed 7. Does not duplicate findings 8. Uses abbreviations only if they are approved 9. Shows time and date of all entries 10. Signed by the proper person 11. Completed without leaving empty lines 12. Never chart in advance of giving medication or performing task 13. Written with black or blue ink, pencil is never acceptable. - T/F: Medical charting should be done in pencil because mistakes can be more easily and neatly corrected. FALSE - How should the health care professional select appropriate abbreviations to use in written documentation? a. ​Follow facility policies. b. ​Use those learned in medical terminology courses. c. ​Refer to a standard medical dictionary. d. ​Create personal abbreviations that are clear. a. ​Follow facility policies. 4- How do you correct a documentation error? 1. Draw a single line through the error 2. Write in the correct information 3. Note the error as required by facility (ME for mistaken entry, etc) 4. Date and initial the correction 5. If an error is made while typing, you may correct it as you work. If discovered later, correct it by hand 5- What are the contents found in a medical record? 1. History and physical (H&P) 2. Physician's orders 3. Diagnostic tests 4. Admissions 5. Surgical procedures 6. Graphics 7. Flow sheets 8. Medication record 9. Progress notes 6- Explain what is recorded in each of the three non-computerized types of medical charting. - Problem-oriented - Organized around the patient's health problems S.O.A.P. S - Subjective O - Objective A - Assessment P - Plan optional: I - Interventions E - Evaluation - Narrative - Detailed written notes on all aspects of care - Charting by Exception (CBE) - Only abnormal findings are charted 7- What are the pros and cons of completing medical documentation? - Pros: easy to find specific information related to a specialty -Cons: difficulty of seeing the overall view of the patient because many sections need to be referred to for the complete picture. 8- What are the repercussions of having incomplete or poor documentation? T/F: Incomplete documentation can result in denial of payment to health providers by insurance companies. TRUE 4 Purposes of medical documentation 1. Provides legal protection 2. Helps ensure compliance with regulatory agencies 3. Improves cost control 4. Decreases denials from insurance companies 9- Define medical history, flow sheets, progress notes, and chief complaint. -A. Medical history: -Complete personal, familial, and social information - D. Progress notes: -Chronological record of care administered - T/F: Flow sheets are forms for specialty needs. - Chief complaint: Reason the patient seeks medical care. 10- What is an EHR/EMR and how is it used? - EMR Electronic medical records - PHR: Personal health record. Quizlet -Chronological record of care administered -Complete personal, familial, and social information -X-rays, EKG reports, results of blood tests -Visual format for recording measurements such as blood pressure -Medications and treatments that have been prescribed A. Medical history B. Physician's orders C. Graphics D. Progress notes E. Diagnostic tests D A E C B -Collection of documents that forms the complete health history of a patient -Reason the patient seeks medical care -All notes added to a patient's medical record -Recording observations and information about patients -Opinions of a health care professional about the nature of the patient's problem A. Medical documentation B. Medical record C. Charting D. Chief complaint E. Assessment B D A C E - The health care facility's procedure manual is a good source of information about: C A. employee benefits B. rules of conduct C. directions for performing various tasks D. continuing education opportunities - An employee who spends her lunch hour redoing a lab test that she did incorrectly the first time is demonstrating: A A. integrity B. loyalty C. a willingness to do more than is expected D. that she wants to get ahead at work - T/F: Medical charting should be done in pencil because mistakes can be more easily and neatly corrected. FALSE - How should the health care professional select appropriate abbreviations to use in written documentation? a. ​Follow facility policies. b. ​Use those learned in medical terminology courses. c. ​Refer to a standard medical dictionary. d. ​Create personal abbreviations that are clear. a. ​Follow facility policies. - T/F: Flow sheets are forms for specialty needs. TRUE - Collection of documents that forms the complete health history of a patient. MEDICAL RECORD' - Reason the patient seeks medical care. CHIEL COMPLAINT - All notes added to a patient's medical record. MEDICAL DOCUMENTATION - Recording observations and information about patients. CHARTING - Opinions of a health care professional about the nature of the patient's problem. ASSESSMENT - T/F: A medical record refers to the collection of all documents that are filed together and form a complete chronological health history of a particular patient. TRUE - Medical documentation that is not ____________________ is useless and may cause legal problems. LIGIBLE - Which of the following personnel may write progress notes that are included in the patient's official medical record?​ a. ​Only nurses b. ​Any health care professional who provides a direct service to the patient c. ​Only physicians and nurses d. ​Only physicians\ b. ​Any health care professional who provides a direct service to the patient - Which method of organization describes the source-oriented approach to medical recordkeeping?​ a. ​By the type of health problem b. ​By health care specialty c. ​Chronological order d. ​By the body system affected\ b. ​By health care specialty - T/F: Medical documentation refers to notes and documents that health care workers add to the medical record. True - T/F: A medical record refers to the collection of all documents that are filed together and form a complete chronological health history of a particular patient. TRUE - Medical documentation that is not ____________________ is useless and may cause legal problems. LEGIBLE - Which of the following personnel may write progress notes that are included in the patient's official medical record?​ a. ​Only nurses b. ​Any health care professional who provides a direct service to the patient c. ​Only physicians and nurses d. ​Only physicians b. ​Any health care professional who provides a direct service to the patient - Which method of organization describes the source-oriented approach to medical recordkeeping?​ a. ​By the type of health problem b. ​By health care specialty c. ​Chronological order d. ​By the body system affected b. ​By health care specialty - Which of the following is the best definition of charting?​ a. ​Records observations and information about patients b. ​Forms a complete chronological health history of a particular patient c. ​Collection of all documents that are filed together d. ​Provides legal protection a. ​Records observations and information about patients - T/F: Source-oriented charting format is a better approach than continuous chronological record format. FALSE - Every entry on a medical record must include the ____________________ and ____________________ and the ____________________ of the health care professional who made the entry. TIME, DATE, SIGNATURE - Which of the following statements are true about personal health records (PHR)? a. ​Required by law b. ​Documents created and maintained by the individual c. ​Computerized information used by health care systems d. ​Includes an assessment of body systems b. ​Documents created and maintained by the individual - T/F: Medical records are legal documents that can be used as legal evidence in court. TRUE - T/F: An example of a chief complaint would be when the health care provider notes an increase in blood pressure that requires treatment. FALSE - T/F: A good way for health care professionals to increase their efficiency is to gather all the records for patients to be seen that day and prepare the written documentation in advance for procedures to be done during the day FALSE - T/F: Incomplete documentation can result in denial of payment to health providers by insurance companies. TRUE -

Chapter 22 1- In the past, the physician determined what medical care was needed, what actions to take, and then the insurance companies paid for the services. This is known as Fee-for-service 2- The Patient Protection and Affordable Care Act states that health insurers cannot deny children or adults health insurance because of ___________ pre- existing conditions 3- Part D is the Medicare Advantage plan that allows people with Medicare Parts A and B to choose to receive all their health care services through a provider organization, such as an HMO or PPO. a. True b. False b. False; Medicare Part D is a plan that subsidizes prescription costs. Medicare Advantage (Part C) plans are available in many areas and allow people with Medicare Parts A and B to choose to receive all their health care services through a provider organization, such as an HMO or PPO 4- Health care professionals can contribute to the efficient and cost-effective functioning of the facility by being willing to ___________ cross-train 5- Government actions have had a significant impact on the health care system because Medicare patients make up a large portion of the patient population. a. True b. False a. True 6- An agreed-upon amount paid to an insurance company for the benefit of having the company pay for a specified amount of future health care costs is called a _________ premium 7- Point-Of-Service Plan- POS A health services delivery organization that offers the option to its members to choose to receive a service from participating or a nonparticipating provider. Generally the level of coverage is reduced for services associated with the use of non-participating providers. 8- _PCPs_ are health care professionals who serve as the patient's first contact when entering the health care system. 9- Poor organization skills are the most likely cause when an employee has difficulty performing efficiently on the job. 10- coinsurance is a cost-sharing provision stipulating that the insured is to assume a percentage of the costs of covered services.

Chapter 22 1- What is the purpose of Managed Care? Quizlet Managed care- Promotion of cost-effective health care through the management and control of its delivery - T/F: The goal of managed care is to provide good care while practicing efficiency and controlling costs. TRUE - Provide health care that patient can afford - Ensure high-quality care - discourage unneccessary costs -eliminate duplication of procedures - Earn a profit ( amount of money remaining after all costs of operating a business have been pain), for both heath care providers and insurance companies, ot if nonprofit , ensure that income cover all costs. 2- Who qualifies for Medicare and who qualifies for Medicaid? Quizlet -Does Medicare cover all scripts for meds written by a physician Yes but only for those people aged 65 and older and others such as severely disabled who qualify for social security - T/F: Medicare will pay for all medications that are prescribed by the patient's primary physician. False -Medicare: >= 65 + the severely disabled who qualify for Social Security. - Medicaid: people have limited income. 3- What services are covered under parts A-D of Medicare? - Medicare is administered by the Center for Medicare & Medicaid Services and consists of 4 parts - Medicare Part A: Hospital insurance helps pay for inpatient care in a hospital or skilled facility (following a hospital stay), some home health care, and hospice care Quizlet- T/F: Medicare Part A applies to cost incurred during inpatient care. TRUE How is the premium for Part A paid for Already paid through payroll taxes - Medicare Part B: Medical insurance helps pay for outpatient services and many other medical services and supplies, such as physicians' fees, diagnostic tests, and physical and occupational therapy How is the premium for Part B paid for Voluntary and if coverage is elected, there is a monthly premium deducted automatically from the person's social security - Medicare Part C: Available in many areas; People with Medicare Parts A and B can choose to receive all of their health care services through a provider organization, such as a health maintenance organization (HMO) or a preferred provider organization (PPO) - Medicare Part D: Prescription drug coverage helps pay for medications prescribed for treatment How is the premium for Part D Payed for Monthly fee 4- What are the benefits of each of these plans: HMOs, PPOs, EPOs and POS's? 5- Know the meaning of the following terms: deductible, coinsurance, co-pay, fee-for-service, negotiated fees, DRGs, and capitation. - capitation: Capitation payments are payments agreed upon in a capitated contract by a health insurance company and a medical provider. They are fixed, pre-arranged monthly payments received by a physician, clinic or hospital per patient enrolled in a health plan, or per capita.. - Co-Pay : Amount that patients who are covered by insurance must pay themselves for health care services. - negotiated fees: Negotiated Fees refers to when managed care plans and providers mutually agree on set fees for each service. - fee-for- service: Fee-for-service (FFS) models are payment structures in which providers receive fees for each separate service they provide. - coinsurance: A cost-sharing provision that stipulates that the insured is to assume a percentage of the costs of covered services. -deductible: an amount required to be paid by the insured before benefits become payable. - DRGs: How do diagnostic-related groups (DRGs) help control Medicare costs?​ B a. ​Limit the coverage available to patients who have preexisting conditions b. ​Limit reimbursements (payment) to hospitals to amounts based on expected rather than actual costs of treatment c. ​Simplify administrative expenses d. ​Assist physicians to make more accurate diagnoses b. Limit reimbursements to hospitals to amounts based on expected rather than actual costs of treatment Which of the following is a result of the development of DRGs?​ B a. ​Advances in medical research b. ​Increased demand for home health services c. ​Expanded services for Medicare patients d. ​Longer hospital stays for many illnesses and conditions 6- What is another name for PCP or primary care provider? Quizlet: Gatekeepers- A health care provider,often a physician, who serves as the patient's first contact when entering the health care system; also known as a primary care provider- PCP GATEKEEPERS - T/F: Health care specialists are also referred to as gatekeepers. FALSE 7- Why do insurance companies use a practice called "spreading the risk?" Quizlet What is meant by "spreading the risk" among enrollees in a health insurance plan? C a. ​Physicians may only charge predetermined amounts for services. b. ​Some enrollees never use the services. c. ​Only groups who work for large companies are covered. d. ​Only certain services are paid for. 8- What accusation might be made when facilities frequently make treatment and coding mistakes? -Coding : Assignment of standardized numbers to diagnoses and procedures. 9-How do insurance companies and doctors work to control health care costs? - T/F: Health care costs are evenly distributed among all patients. False 10- What is meant by accounts receivable and accounts payable? - Accounts receivable: Money that has not been collected or is owed for services rendered. -Accounts payable: when money is owed to others for services, supplies, or equipments received, it is recorded as an accounts payable. - What is meant by "to earn a profit"?​ a. ​To keep accounts receivable low b. ​To maximize the cost of money c. ​To keep accounts payable high d. ​Money remaining after all costs paid d. ​Money remaining after all costs paid 11- What accounts for the highest overhead costs in most health care facilities? Quizlet Which category of expenses is often the highest for a health care organization?​ B a. Facility b. ​Personnel c. ​Equipment and supplies d. ​Financing - Which of the following is true about prepaid plans? a. ​Providers are paid before rather than after services are performed. b. ​Preauthorization is required. c. ​Providers are paid after rather than before services are performed. d. ​Fees are negotiated at time of service. a. ​Providers are paid before rather than after services are performed. - ​If an insurance plan is based on negotiated fees with health care providers, this means that the providers: a. ​agree in advance to accept set fees for specific services. b. ​will not refer patients to specialists without preauthorization. c. ​cannot charge patients a co-pay. d. ​get authorization from the insurance company before giving treatment. a. ​agree in advance to accept set fees for specific services. - T/F: The cost of health care does not necessarily reflect its quality or effectiveness. True - What is the first thing the health care worker should do when experiencing dissatisfaction with the job? C A. Write a polite letter of resignation to the supervisor. B. Ask coworkers if they are having the same problems. C. Conduct an honest self-assessment. D. Request a transfer to another department.

Quizlet

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