2.1 Concepts of Effective Communication

A patient tells her doctor "I think I want a second opinion." Which of the following is an example of a paraphrasing response by her doctor? A. "So you want us to refer you to a specialist?" B. "Why do you think you need a second opinion?" C. "Is something else bothering you?" D. "Do you disagree with the treatment I'm recommending?"

A. "So you want us to refer you to a specialist?"

Which of the following is an objective sign of a bruised kidney? A. Bloody urine B. Flank pain C. Difficulty urinating D. Nausea

A. Bloody urine

What communication behavior by a health care provider demonstrates sincere concern for the patients welfare? A. Listening carefully B. Repeating what the patient says C. Maintaining eye contact D. Calling the patient "sweetie"

A. Listening carefully

You are caring for a patient who is visually impaired and need to measure the patient's vital signs. You should:

Announce yourself upon entering the the room, introduce yourself, and explain what you are doing

A patient complains to her physician that "I'm up all night, going to the bathroom." Her physician replies "About how many times a night do you go to the bathroom?" This response is an example of what feedback method?

Asking questions

What behavior is part of active listening? A. Asking a lot of questions B. Trying to see the other person's point of view C. Concentrate on the words the person uses and nothing else D. Interrupt and refocus if the person's thoughts seem to stray off topic

B. Trying to see the other person's point of view

Which of the following is an example of an open-ended question? A. "How long have you had this pain?" B. "What are you taking to help you sleep?" C. "Why do you think you keep gaining weight?" D. "Do you feel better when you are sitting or standing?"

C. "Why do you think you keep gaining weight?"

Joyce is working at the Senior Olympics and knows that 25% of the seniors indicated significant hearing loss on their health forms. How should Joyce position herself when talking to a group of these senior athletes? A. In a partly shady area B. With the sun in their eyes C. Facing the sun D. About 6-12 feet away

C. Facing the sun

Michelle asks Laura to help her make an occupied bed. Laura tells Michelle that she is going on break but she believes Jeremy is available to help. Using the communication model, "I am going on break but I believe Jeremy is available to help." is best described as:

Feedback

A dentist walks into a room with a client seated in the dental chair. While looking at x-rays, the dentist states "We are going to need to send you to an endodontist." As the dentist is walking out the door, he adds "My receptionist will make you an appointment." What message doe the dentist's body language send to the patient?

I am busy and do not really care about you

Jorge, a pharmacist, hears a pharmacy technician speak impatiently to a client at a cash register. How can the pharmacist assure that he effectively communicates his expectations to the technician?

Invite the technician to a private office and explain the customer service expectations of the pharmacy

Why has the growth of managed care increased the need for improved communication?

Managed care systems are large and very complex with a number of rules for the patient to follow, increasing the chance of miscommunication

George and Martha are medical assistants in a dermatology office. George asks Martha to "help the patient in room 1." Martha responds by saying, "Who is in room 1, and what does she need?" The problem with this communication was that the:

Message was not clear

Patient satisfaction from the health care experience is mostly determined by:

Quality of communication from care givers

Prejudice on the part of a healthcare worker is a barrier to communication because the health care worker will:

See the stereotype and not the individual patient

A speaker says she feels fine, but her face looks strained, her eyes are red, and she is frowning. What would most people believe?

She does not feel well

A patient uses profanity when describing his nausea. How should the healthcare worker communicate the patient's complaint?

State "the patient is complaining of nausea"

Mrs. Peters is admitted with dizziness and loss of balance. She says she cannot sleep at night because it feels like the room is spinning around. Her complaints are classified as:

Subjective