Unit 13 Communication and Cultural Diversity

What is the best way for health care workers to elicit the greatest amount of information from patients?

Ask broad questions.

The physician asks you to send in a prescription for a patient, but you can't quite read the amount that is being prescribed. What should you do?

Ask the physician to clarify the number of pills being prescribed.

What should health care workers strive for when on the phone?

Clear voice with normal volume

What is the term that describes "anything that interferes with effective communication?"

Communication barrier

A set of behaviors, attitudes, and policies of healthcare professionals that enable them to better work with patients from diverse backgrounds and ethnic groups is called:

Cultural competency

The healthcare market is competitive and your patients are your (select the best answer):

Customers

Which of the following is a method that health care workers and patients can use to overcome a vision challenge?

Describe what is happening

Which type of documentation has a purpose of releasing the patient back to their regular lifestyle and giving a record of the interactivity among health care providers?

Discharge report

Which of the following is true of documentation?

Documentation is perhaps the most critical communication that a health care worker will create

The ability to understand someone else's feelings is known as ____________.

Empathy

What is the benefit of using SOAP notes?

Employees know where to look for information

How should subjective statements by the patient be documented?

Exact words in quotation marks

Which of the following is the best definition of communication?

Exchanging Messages

Which communication technology copies pages similar to a photocopy machine from one location and then prints the copy at another location?

Fax machine

Which part of patient interaction involves the health care worker letting patients know how well they performed and giving pointers about getting better results the next time?

Feedback and follow-up

Which of the following is a proper telephone greeting?

"Health Campus Cardiology department. This is Laura."

Biases are:

Feelings that lead to certain behaviors

Which of the following is NOT true of communication in health care?

Health care workers should cross their arms when speaking with patients.

Which type of documentation has a purpose of assessing the patient's condition, planning for treatment, and contains the goals for recovery?

Initial evaluation

Why is verbal communication often the most effective way to communicate?

It allows for instant feedback, clarity, and understanding.

Which of the following describes all parts of a patient's health history?

It is confidential.

Which of the following is true of telephones?

It is critical that you know how to use the phone in a professional manner

Which of the following is a benefit of oral communication over written communication?

It provides immediate feedback.

Removing language barriers to limited English-speaking populations is the main focus of:

Linguistic competency

Which of the following is NOT a method that health care workers and patients can use to overcome a hearing challenge?

Look at the patient's chart when speaking

Which of the following should NOT be included when taking a phone message?

Message taker's telephone number

What type of note-taking method describes how a patient's treatment has changed?

Narrative

Which of the following is true of patient education?

Patient questions often create patient education situations

All of the following may present cultural communication barriers EXCEPT:

Physical comfort

Which of the following is NOT potentially effected by a person's socioeconomic status?

Physical response to treatment.

Which of the following refers to the physical space between people?

Proximity

Which of the following is NOT a standard of documentation that should be followed by health care workers?

Record information performed or observed by another health care worker.

Clinging to the established method of doing things is known as what?

Resistance to change

Which of the following is NOT a desirable communication skill?

Roll your eyes when you do not agree.

According to the communication process, who provides information?

Senders

When a customer is dissatisfied and healthcare professionals take responsive action to "recover" the customer, this is referred to as:

Service recovery

Culture is a system of ____________.

Shared attitudes, values, and beliefs of a particular group or society.

Which is the best position for a health care worker who is interacting with a patient in a wheelchair?

Sitting

A patient in your care has found out that he is terminally ill. What should you do?

With sincerity, let him know that you are saddened after learning of his situation and ask if he wants to talkabout it.

What form of communication is used to indicate informed consent?

Written

Which of the following can be caused by a rushed encounter with a patient?

You overlook important patient information.

Health equity ensures that:

everyone has access to healthcare and quality of health.

Health literacy includes which of the following EXCEPT:

knowledge of the health insurance system

Linguistic competency is the ability of the healthcare system to effectively deliver ____________ healthcare to patients in the United States who speak limited or no English.

language-appropriate

A colleague tells you that you have documented a patient's health insurance information incorrectly. How should you respond?

"Thanks. Could you please explain what I did wrong?"

Which of the following is an example of working well when confronted with a bias?

A patient does not speak your language. You smile kindly and offer to get an interpreter.

If a patient doesn't speak or understand English, what can be used to help improve their outcome of their treatment?

An Interpreter

What does a receiver do to decode a message?

Apply their own frame of reference

Which part of patient interaction involves the health care worker looking for signs that can shed light on the patient's health status?

Assessment

What are the four steps to building trust?

Be empathetic, respectful, genuine, and listen actively.

As a health care worker, you have just been informed that the pulse must be counted for a full 60 seconds rather than 30 seconds, as it has been done in the past. How should you respond?

Begin using the new procedure without comment—if you have no questions.

Which part of a health history includes information about the patient's reason for seeking medical help?

Chief complaint

Which of the following should be done when giving constructive criticism?

Choose words carefully

In verbal communication, how is emotion expressed?

Tone of voice

Which part of patient interaction involves the health care worker describing the procedure in lay terms and explaining why it is being done and what it should accomplish?

Treatment

Which of the following is NOT part of socioeconomic status?

Upbringing

What can a health care worker do to ensure that a patient understands medical information?

Use appropriate lay terms.