Health Unit Coordinator Test 2 Ch 5-7

respondeat superior

"let the master answer"

Four guidelines to follow to maintain confidentiality of the contents of a patient's chart are as follows:

- Follow the hospital policy for duplicating portions of the patients chart - Control access to the patient's chart - Ask outside agency personnel for picture identification -Control transportation of the patient's chart

Discuss four guidelines to assist the HUC in managing the workload.

- ask for assistance when necessary -upon returning to the nursing unit from break and finding several charts lying about, check each chart for new orders, place those that do not have new orders in the chart rack, read all new orders, notify the patient's nurse of any stats and provide the nurse with a copy of the orders, and fax or send copies to the pharmacy; then proceed to transcribe all other orders, one chart at a time. if CPOE has been implemented, check the computer tasks. -always finish transcribing a set of orders before you take a break -follow the ten steps of transcriptionand never sign off on orders before you ensure that each step has been completed

List seven steps to follow when dealing with visitor complaints.

- listen carefully and attentively to what the person is saying -ask pertinent, objective questions, and gather as many facts as possible -respond to the complaint appropriately -refrain from eating or chewing gum when communicating with visitors; it may send an "i don't care " message -Try to avoid answering the phone, but if it must be answered, ask the person on the phone to hold; then return to handling the complaint -Document the complaint and your response after the conversation has ended, and relay the information to the patient's nurse asap -if necessary, locate the patient's nurse and ask him or her to speak to the visitor after briefing the nurse regarding the complaint

Upon arrival of the HUC on the nursing unit, the following tasks must be done. Indicate the order in which you would perform these tasks by numbering them There are two discharge orders to be processed. A nurse comes out of a room and asks you to call a code arrest on a patient. The telephone is ringing. A doctor has placed an order for a chest x-ray to be performed today. The surgical patients' charts must be checked to see whether necessary reports are included in preparation for surgery. Two tubes have just arrived in the pneumatic tube system.

-6 -1 -2 -5 -3 -4

List three examples of body language used in nonverbal communication.

-Facial: eye contact, length of glance -Body language: Posture, touching -Symbolism: clothing, body art

Four components of the communication process are

-Sender: the person transmitting the message -Message: the images, feelings, and ideas transmitted -Receiver: the person receiving the message -Feedback: the response to the message

List five informational items that the HUC who is going off duty should communicate during shift report to the HUC who is coming on duty.

-any DNRs or no code -NINP no information no publication -the patient is out on temp pass -the nurse assigned to each aptient -the resident or attending physician on

List five techniques for dealing with stress on the job.

-effective time management is the first step in managing stress -realize that nurses, doctors, and other health care workers may be working under a lot of stress, so do not take their expressions of frustration personally -ask for help when it is needed -keep a sense of humor -take scheduled breaks

List three tasks that are usually the highest priority for the HUC.

-orders involving a patient in a medical crisis (take priority over all other tasks) -transcribing stat orders -answering the nursing unit phone(by 3rd ring)

List four factors that influence a person's behavior.

-philosophy and standards of the organization -leadership style of supervisors -How meaningful or important the work is to the person -How the person fits in with coworkers -how challenging the work is for the person -personal characteristics of a worker, such as abilities, interest, aptitudes, values, and expectations

List nine listening skills that you feel would most help you improve your interpersonal communication.

-stop talking -teach yourself to concentrate -take time to listen -listen with your eyes -listen to what is being said, not only to how it is being said -suspend judgement -do not interrupt the speaker -remove distractions -listen for both feeling and content (seek to understand)

List the five feedback skills that you feel would help you improve your interpersonal communication.

-use paraphrasing (repeat the message to the sender in your own words) -repeat the last word or words of the message (allow the speaker to more fully develop the though) -use specific rather than general feedback -use constructive feed back rather than destructive feedback -do not deny senders' feelings

List six steps that you should follow when dealing with an angry caller.

-when answering the phone, always identify yourself by nursing unit, name, and status -avoid putting the person on hold -listen to what the caller is saying -write down what the caller is saying -acknowledge the anger -do not allow the caller to become abusive

Vocal qualities, including tone, loudness, firmness, _____% hesitations, and pauses.

38

Facial expression and eye contact, including the length of glance _____%.

55

Verbal, actual words _____%.

7

Why is it necessary to keep a written record of the whereabouts of each patient and each patient chart?

Because doctors and other personnel will ask the HUC where the patient is and if it is kept up to date the information can be easily found.

Briefly discuss the management responsibilities of the HUC regarding equipment stored at the nurses' station.

Check equipment to make sure it is in working order, replace bulbs or batteries before they are used again.Check printer, label printer, copier, scanner, and fax machines and replenish paper levels and ink as needed.

List six behavior traits that make up one's work ethic.

Dependability Accountability Consideration Cheerfulness Empathy Trustworthiness

Explain the assertiveness technique Negative inquiry.

Is an assertiveness skill that allows you ti actively prompt criticism to use the information or, if manipulative, to exhaust it.

Explain the assertiveness technique Fogging.

Is an assertiveness skill that allows you to attempt manipulative criticism and anxiety-producing statements by offering no resistance and by using a noncommittal reply, while calmly acknowledging that there may be some truth in what the critic is saying, yet retaining the right to remain you own judge

Explain the assertiveness technique Broken record.

It is a skill that allows you to say no over and over again without raising your voice or getting irritated or angry

Briefly discuss the management responsibilities of the HUC regarding nursing unit reference matieral.

Make sure the textbooks and manuals are returned to their appropriate place after use. Keep manuals up-to-date by inserting revised materials and discarding out-dated material.

Describe a situation in which a HUC's personal values could influence his/her interactions on the job.

Not believing in abortions but working in a women's health center where they perform them.

List two common errors in encoding a message.

Poor choice of words or inconsistency between verbal and nonverbal messages

Briefly discuss the management responsibilities of the HUC regarding the patient's rental equipment.

The HUC will receive a call from the central services department to check in the "dirty utility room" for intravenous pumps; shortages are frequent because so many are in use.

Briefly discuss the management responsibilities of the HUC regarding maintenance of the nursing unit.

They provide preventative management care of the nursing equipment which may require to make rounds around the floor once or twice a week to make sure everything is in proper working order. Make a list of what needs repairing. Certain things may require immediate attention such as a leaky toilet.

statue

a law

expert witness

a witness who has special knowledge

tort

a wrong that is not a crime

self-enhancing at the expense of others

aggressive

Explain the assertiveness technique Negative assertion.

an assertiveness skill that allows you to accept you own errors and faults without becoming defensive and resorting to anger.

open, honest, and respectful of others' rights

assertive

Briefly discuss the management responsibilities of the HUC regarding nursing unit emergency equipment.

basically when asked to order supplies and medication to keep the crash carts stocked.

standard of care

care that a reasonable and prudent person would have given in a similar situatiion

Six HUC reponsibilities for maintaining confidentiality of patient information are

do not discuss patient information -conduct conversations with other health care personnel outside of the hearing distance of patients and visitors -do not discuss medical treatment with the patient or relatives -do not discuss general patient information -do not discuss hospital incidents away from the nursing unit -refer all telephone calls from reporters, police personnel, legal agencies, and other investigative sources to the nurse manager -

medical malpractice

failure to provide "good and accepted medical care

accountability

have the responsibility for what you have done

informed consent

information a patient is entitled to before consenting to an invasive treatment

ethics

judgement of whats right and wrong

damages

monetary compensation

self-denying

nonassertive

deposition

pretrial statement of a witness under oath

evidence

testimony of a witness

defendent

the person whom action is brought

Statue of limitations

time within which a plaintiff must bring a lawsuit

Briefly discuss the management responsibilities of the HUC regarding nursing unit supplies.

to stock and maintain supplies in the nursing station and control the use of equipment but it varies from hospital to hospital