Psychosocial Final
An algorithm helps you gather information by a. Outlining a sequence of steps to follow in questioning. b. Giving a word or phrase to correspond with a list of questions. c. Setting a protocol in a policy and procedure manual. d. Giving a list of sources for acceptable questions. e. Referring the health care worker to education material for the patient.
A
Before you begin patient education, which of the following is the first step in deciding how to approach the material and the patient? a. Assessment b. Planning c. Implementation d. Evaluation e. Documentation
A
Dr. Brown has explained the benefits and complications of the proposed procedure for Mrs. Bennett. After signing the informed consent papers, Mrs. Bennett begins to cry and states she is not sure she wants the procedure after all. You should a. Ask the physician to come back and speak with her again. b. Have Mrs. Bennett think about it and call back the next morning. c. Reassure her that having the procedure is the right thing to do. d. Suggest that she cancel the procedure until she is comfortable with the decision. e. Proceed with the procedure, since she has already signed the consent form.
A
During the communication process, which method confirms that the message was understood? a. Clarification b. Message c. Sender d. Receiver e. Method of transmission
A
Feeling sorry for someone, or feeling pity, is called a. Sympathy b. Empathy c. Identification d. Projection e. Assimilation
A
In a patriarchal society, which of the following usually makes most of the decisions for the group? a. The oldest or dominant male figure b. The oldest or dominant female figure c. The individual group members d. The society's group leadership e. A majority vote by the group
A
Mourning is defined most closely as which of the following? a. The public display of sorrow b. An inward expression of deep sorrow c. A ritualistic behavior following a death or loss d. Wearing black for a period of time and visiting a grave site frequently e. Expressing condolences to the family of the deceased
A
Mr. Black is an elderly widower who requires extra attention because of his loneliness. You are having trouble keeping his attention focused on the problem at hand. To keep Mr. Black on topic, you should a. Gently nudge him back to the topic by asking questions that are appropriate to his current concern. b. Keep talking as you work with him so that he cannot ramble on about other topics. c. Ask someone to relieve you so that you can finish your work. d. Remind him that you are very busy and do not have time to chat today. e. Ask the physician to talk with Mr. Black about taking up so much of your time.
A
Mr. Frederick is highly educated and very literate. Which of the following learning methods is most likely appropriate for him? a. Discussion and lecture with pamphlets and brochures b. Hands-on reinforcement c. Performance skills evaluation d. Demonstration of required skills e. Diagrams and pictures
A
Mrs. Garner has chronic obstructive pulmonary disease. Which of the following hierarchical needs is most likely affected by her breathing difficulty? a. Physiological b. Safety and security c. Love and belonging d. Self-esteem e. Self-actualization
A
Nonverbal cues a. Are frequently an indication of our feelings. b. Hide our true feelings. c. Cover our emotions. d. Are used infrequently. e. Are unreliable.
A
Open-ended statements that repeat what the patient said in your own words or phrases are called a. Paraphrasing b. Soliciting c. Reflecting d. Critiquing e. Clarifying
A
Patients who try to change the subject while you are asking questions may be a. Uncomfortable with the questions. b. Sedated for pain. c. Nauseated. d. Too warm or too cool. e. None of the above
A
Statements such as "Look on the bright side" or "It could have been worse" are examples of a. Clichés b. Sarcasm c. Idioms d. Indifference e. Unsolicited advice
A
The personal space we need around us is referred to as a. Proxemics b. Kinesics c. Paralanguage d. Displacement e. Incongruence
A
The primary purpose of any communication is to a. Transmit information in an understandable form. b. Comfort our patients. c. Relay information important to maintain or restore health. d. Act as a liaison between patient and doctor. e. All of the above
A
The standard behavior that is acceptable in a given social, professional, or official setting is called a. Etiquette b. Professionalism c. Rapport d. Conduct
A
When communicating with a peer about a problem, it is important to a. Explain the effect the problem has on your ability to do your work. b. Explain how the problem makes everyone in the office feel. c. Explain the problem as "You need to correct this." d. Focus on how the problem makes you feel and how that person is perceived.
A
When you are in charge and a staff member is experiencing a personal problem, it is important to a. Show empathy to the employee. b. Offer sympathy to the employee. c. Involve yourself in solving the problem. d. Offer monetary support.
A
Which of the following is an open-ended question? a. "How may I help you?" b. "What medication have you taken?" c. "What was your temperature?" d. "How high was your blood pressure when you took it at home?" e. "How large was the spot of blood?"
A
Which physician e-mail message would not be appropriate? a. "Southwest nursing home called and sent Mr. Smith to the hospital this morning with dyspnea." b. "Tomorrow's medical staff meeting was cancelled." c. "Call Mrs. Ryan about her husband's blood work." d. "Call Dr. Yei about next week's schedule."
A
Which statement may hinder communication with a peer? a. "You're lazy." b. "I feel that it would be better to try this schedule." c. "I can help you in five minutes." d. "Let's try it this way."
A
Your patient confides in you that he is afraid of what will happen if his test results are positive. What is your most therapeutic response? a. "What types of thoughts are worrying you?" b. "The doctor says you will be just fine." c. "Don't be afraid. We are here to take care of you." d. "You just need to concentrate on getting better." e. "Dr. Jones will not let anything bad happen to you."
A
. Teaching new skills to patients works best using a. Group discussion b. Demonstration c. Video instruction d. Lecture e. Brochures
B
. The chief complaint means a. The complaint the doctor feels is most important. b. The symptom the patient feels is most important. c. The most serious problem regardless of why the patient needs care today. d. The problem you see as most important. e. None of the above.
B
A specific statement that is written by an agency that depicts the minimum level of care is called a a. Regulation b. Standard c. Objective d. Goal
B
According to Dr. Kübler-Ross, a patient who has been diagnosed with a terminal illness but is convinced that the test results are wrong is most likely in which stage of grief? a. Anger b. Denial c. Bargaining d. Depression e. Acceptance
B
All of the following are examples of kinesics except a. Posture b. Voice volume c. Shrugging d. Eye movements e. Head nodding
B
An acronym system of questions is based on a. A preset list of questions in a grid pattern. b. A list of questions represented by the first letter of each question. c. A specialty-specific plan of questions suggested by the AMA. d. A list of questions recorded in the Policy and Procedure Manual that outlines every question to ask every patient. e. A source book of questions for specific complaints.
B
Asking questions or making statements such as "You were saying...." or "And then what happened?" are examples of a. Summarizing b. Leading the line of questions c. Asking leading questions d. Reflecting e. Clarifying
B
Challenges to communication may include a. Giving the patient more information than he or she can absorb at this time. b. A noisy, distracting environment. c. Disapproving facial expressions. d. Using medical terminology beyond the patient's understanding. e. All of the above
B
Communications about future scheduling problems are best sent via a. A pager b. E-mail or voice mail message c. Note taped to the manager's door d. All of the above
B
Demonstrating interest during an exchange includes all of the following except a. Relaxed, open posture b. Crossed arms c. Eye-to-eye positioning d. Appropriate eye contact e. Smiling and nodding appropriately
B
Feeling as closely as possible what another person is feeling is called a. Sympathy b. Empathy c. Identification d. Projection e. Assimilation
B
If a patient comes into the physician's office and is hemorrhaging, which page would be most appropriate? a. Urgent b. Emergent c. Non-urgent d. Non-emergent
B
In Maslow's Hierarchy of Needs, which level best describes the need for shelter? a. Physiological b. Safety c. Belonging d. Self-esteem e. Self-actualization
B
In a matriarchal society, which of the following usually makes most of the decisions for the group? a. The oldest or dominant male figure b. The oldest or dominant female figure c. The individual group members d. The society's group leadership e. A majority vote by the group
B
Interdisciplinary refers to a. An outpatient clinic communicating with a hospital. b. The combination of two or more specialties working together to reach a specific goal. c. The combination of policies and procedures. d. Two medical assistants working together as a team.
B
Learning to exclude environmental sounds in the area around you is called a. Excluding b. Gating c. Shutting out d. Ignoring e. Concentrating
B
Mr. Carson and his family have known for several months that he is terminally ill. Each family member has begun to deal with the impending loss in different ways. This is known as which of the following? a. Maladaptive coping b. Anticipatory grief c. Bereavement d. Mourning e. Perceived loss
B
Mrs. Brady is 75 years old and is very ill. Her only relative is Mr. Brady, who is 79 years old and is becoming frail. When Mrs. Brady's condition does not improve, which of the following is most likely the problem? a. Mr. Brady's education level may not be adequate to understand instructions. b. Mr. Brady's strength and stamina may not sufficient to care for Mrs. Brady. c. Mrs. Brady may not be following instructions. d. The diagnosis and treatment may not be appropriate. e. Mrs. Brady's medication may be too strong.
B
Mrs. Gray's son was killed by a hit-and-run driver. Which of the following stages of grief might she experience most intensely in the earliest stages? a. Denial b. Anger c. Bargaining d. Depression e. Acceptance
B
Mrs. James Cantero's name is Martha. It is most proper to call her a. Ms. Martha b. Mrs. Cantero c. Martha d. Mrs. James e. Any of the above
B
Repeating what someone says to you to demonstrate understanding is called a. Clarifying b. Reflecting c. Paraphrasing d. Summarizing e. Leading
B
The way we move during communication is called a. Proxemics b. Kinesics c. Incongruence d. Cuing e. Reflecting
B
What is a formal contract between two or more health care teams to provide services to a patient called? a. Consultation b. Referral c. Consult d. Standard
B
When communicating or working with a vision-impaired patient, a. Take her arm as she approaches so that you can lead her. b. Ask, "How may I help you?" c. Ignore the fact that she cannot see so that you will not embarrass her. d. State, "I am here to help you, so don't you worry about a thing." e. Speak loudly to her in case she cannot hear you.
B
When communicating with children, all of the following suggestions are helpful except a. Give children stickers and small prizes as awards for cooperation. b. Use idioms with children since they are fun forms of communication. c. Play with children for a few moments to gain their trust before starting procedures. d. Tell children what to expect at each step of a procedure. e. Include parents and children in any interaction.
B
When should a physician be paged/contacted STAT? a. With any change in a patient's condition b. When there is a deterioration in a patient's condition c. When blood work comes back within normal results except for a high cholesterol level d. When a patient needs a prescription refill
B
Which of the following is a closed-ended question? a. "Tell me about your pain." b. "Are you taking your medication?" c. "Tell me about what your doctor told you." d. "How did you feel when this happened?" e. "Describe the sensations you are feeling."
B
Which of the following is the first step in establishing the communication process? a. Maintenance b. Preparatory c. Working d. Termination e. Conclusion
B
Which of the following is the most therapeutic response for helping a patient come to terms with death? a. Provide literature covering topics related to death. b. Refer him or her to a crisis or grief counselor. c. Refer him or her to a psychiatrist. d. Provide diversions to his or her mind off of death. e. Provide videos discussing the topics of dying and death.
B
Which of the following makes the sick role desirable to certain patients? a. We have a duty to get well. b. We can avoid unpleasant situations. c. We must follow health care directives. d. We must be honest with ourselves and our health care providers. e. We have a more realistic grasp of our situation than those around us.
B
You have had a very bad day and are very tired. Mr. Joyner is your last patient for the day. He is as talkative as ever and is in no hurry for you to finish your procedure. What is your best response? a. Hurry him along by not encouraging his rambling conversation. b. Continue to work through the procedure and chat with him as you work. c. Tell him you are really tired and still need to finish your day, hoping that he will stop talking. d. Ask someone else to finish his care before you become angry with him. e. Avoid him the next time he needs care.
B
Your patient will not make eye contact with you. This is an example of a. Verbal communication b. Nonverbal communication c. Indirect communication d. Therapeutic communication e. Sympathetic communication
B
"Empathy" is best described as a. Sympathizing with someone. b. Pitying someone. c. Identifying closely with the feelings of someone else. d. Feeling sorry for someone. e. Taking food and flowers to someone after a death.
C
All of the following are examples of nonlanguage or paralanguage except a. Tone of voice b. Laughing c. Shrugging d. Sobbing e. Voice pitch
C
Dr. Maslow felt that which closest level of needs must be met before we can progress to self-esteem? a. Physiological b. Safety c. Love/belonging d. Respect/admiration e. Self-actualization
C
If a child asks a question about upcoming treatment, you should a. Ask the parent to discipline the child. b. Continue speaking with the parent and hope the child will stop talking. c. Answer the child's questions in an age-appropriate manner. d. Give the child something to play with to take her mind off of the procedure. e. Change the subject to a lighter topic.
C
Inexact language is confusing. Which of the following is not an example of inexact language? a. "Let us know if your pulse is too fast." b. "Please call us if you feel funny." c. "Notify us if your temperature goes over 101 degrees." d. "Call us if you feel anything unusual." e. "We need to know if this doesn't work."
C
Mr. Johnson has been ill with cancer for over a year and is now in the terminal stages. He tells you that he is so angry that he will not be around to see his son grow up. Which of the following is your best response? a. "Mr. Johnson, you are in the anger stage of grief. It is normal for you to feel this way." b. "You never know. Maybe there will be a cure for cancer and will you will live to see him grow up after all." c. "I know you must be angry. Tell me about your plans for your son." d. "Maybe you are just depressed and need more medication." e. "Mr. Johnson, you have already been angry; it is time now for you to move on past the anger."
C
Mrs. Hamilton is elderly and lives alone. As she talks with you about her health concerns, you reach and touch her hand. She immediately covers your hand with hers. She is signaling a. A symptom of her illness b. A clingy personality c. A need to maintain contact d. Fear about her health care e. Fear of death
C
Noncompliant patients make professional interaction difficult because a. They waste time we could spend with more agreeable patients. b. They are practicing avoidance and denial. c. They make follow-up care and planning difficult. d. They will become sicker and require more care. e. They are not demonstrating mature behavior.
C
Open-ended statements that repeat most of what the patient told you are called a. Paraphrasing b. Soliciting c. Reflecting d. Critiquing e. Clarifying
C
Repeating most of what the patient said but leaving room for further information is called a. Summarizing b. Clarification c. Reflecting d. Confrontation e. Cuing
C
The best advantage of written patient education material is that it a. Builds on the patient's prior knowledge. b. Is easy for the patient to read and understand. c. Helps reinforce one-on-one education. d. Helps patients in the initial learning experience. e. Can reinforce group support.
C
The governmental act that protects patients' privacy is called a. The Patient Privacy Act of 1976 b. The Right to Privacy Regulation c. The Health Insurance Portability and Accountability Act d. The Hippocratic Oath e. The National Code of Ethics
C
The most common causes of death in the late 20th century and the early 21st century are most likely to be which of the following? a. Accidents b. Infections c. Degenerative diseases d. Congenital anomalies e. Communicable diseases
C
Therapeutic patient communication includes being able to a. Offer advice quickly. b. Solve the patient's problems for him. c. Help the patient help himself. d. Please the doctor. e. Satisfy the patient.
C
When communicating with an older adult, a. Always speak more loudly than normal; most older adults are hearing impaired. b. Always assume that older patients need lots of help. c. Watch carefully for signs that the patient needs assistance and help as needed. d. To avoid embarrassing the patient, assist him before he asks for help. e. If a caregiver accompanies the patient, speak mostly to the caregiver.
C
When communicating with children, which of the following suggestions is correct? a. Pitch your voice high and use funny voices to be amusing. b. To avoid frightening children, never tell them what you are about to do. c. Position yourself at the children's eye level and include them in the interaction. d. Since they cannot understand complex medical concepts, discourage questions. e. Parents can become distraught during medical procedures for children; therefore, it is best to ask them to leave the room before you begin working with children.
C
Which of the following is an acceptable reason for maintaining physical distance from the patient? a. The odor of illness b. The patient's poor hygiene c. Infection control d. Personal prejudice e. Poor rapport with the patient
C
Which of the following is an example of leading the line of questions or statements? a. "The medication you are taking is helping, isn't it?" b. "You are feeling much better today, aren't you?" c. "How did you feel after the last treatment?" d. "I'm sure you feel better with the new medication." e. "We have had good luck with the new treatment. Did it help you?"
C
Which of the following is not the goal of therapeutic communication? a. Helping patients understand wellness b. Teaching problem-solving skills c. Discouraging responsibility d. Relieving stress e. Listening therapeutically
C
Which of the following is the second step in the communication process? a. Preparatory b. Introductory c. Maintenance d. Termination e. Conclusion
C
Which of the following points should we remember regarding abbreviations and medical terminology in patient education? a. Patients need to understand medical language, so we must introduce them to as many terms as possible. b. Using medical terms and abbreviations helps patients become familiar with diagnosis and treatment. c. When possible, avoid using medical terms and abbreviations in patient education. d. Use medical terms and abbreviations, but only those an educated patient can understand. e. Have your patient buy a good medical dictionary to look up unfamiliar terms.
C
Which of the following will not help overcome a hearing barrier? a. Avoid noisy and distracting areas. b. Face the patient with your face lighted. c. Exaggerate your facial expressions so the patient can read your lips. d. Speak slowly and distinctly. e. Touch the patient to gain her attention.
C
Which statement assumes the patient will cooperate? a. "Would you mind putting this on?" b. "I'm sorry, but you are going to have to wear this." c. "Please remove your clothing and put on this gown. It ties in the front." d. "You're not going to like this, but you have to take off all your clothes and put this thing on." e. None of the above
C
Your patient confides in you that he is not satisfied with his care but would rather that the physician did not know that he is unhappy. You should reply a. That he must be mistaken, the doctor cares very much about his care. b. That you understand his concern; the doctor can be very abrupt at times. c. That you must explain this to the doctor so that he can approach this situation differently. d. That the doctor has been under a lot of pressure recently and is usually more approachable. e. That if he is not satisfied perhaps he should change doctors.
C
Your patient is very angry after hearing her diagnosis. You should a. Agree with what she says to keep from angering her further. b. Calmly disagree with her and tell her that the diagnosis is right and she is wrong. c. Listen and allow her to vent her anger and grief. d. Gain control of the conversation by firmly steering her in a different direction. e. Refer her to the physician for an antidepressant drug.
C
. Mrs. Turner is talking loudly and frantically wringing her hands, but she assures you she is fine. The message she is sending is called a. Nonlanguage b. Kinesics c. Paralanguage d. Incongruence e. Proxemics
D
. The highest level of Maslow's Hierarchy of Needs is a. Safety b. Self-esteem c. Survival d. Self-actualization e. Physiological needs
D
Affective learning works best with which of the following? a. Demonstration b. Hands-on reinforcement of skills c. Reading instructions and information d. Support groups e. Booklets and pamphlets
D
All of the following are important in establishing rapport for patient interaction except a. A friendly, inviting environment b. Privacy for sharing information c. Good personal hygiene for the health care worker d. The presence of another health care worker to ensure that all information is gathered appropriately e. A respectful, professional attitude
D
All of the following are rejecting body language except a. Crossing your arms across your chest b. Leaning away from the patient c. Turning your back on the patient d. Leaning toward the patient e. Frowning
D
All of the following make communication easier except a. Asking open-ended questions. b. Clarifying by example. c. Reflecting and paraphrasing. d. Asking leading questions. e. Summarizing the exchange.
D
All of the following must be documented after patient education except a. The date and time of the education. b. The method used for education (discussion, demonstration, etc). c. The information covered. d. The source of the information. e. Your evaluation of the patient's understanding.
D
Each of the following questions is open-ended except a. "Describe how your pain began." b. "Tell me what makes the pain worse." c. "What do you think is causing the pain?" d. "What pain medications have you taken?" e. "Describe your pain for me."
D
Eighty-eight-year-old Amelia Jones is in reasonably good health and is mentally alert. She lives with her daughter, who is usually responsible for her medical care. When you interact with Mrs. Jones, which of the following suggestions is appropriate? a. You may call her Amelia to set the tone for a friendly relationship. b. She is relatively mobile so she should not need additional time preparing for procedures. c. Since her memory is good, you do not need to write out her instructions. d. Include her daughter in most instructions, since she is the caregiver. e. Most older patients are hard of hearing, so it is a good idea to speak loudly so that she can hear you.
D
Elisabeth Kübler-Ross helped establish which element of patient interaction? a. Points in the communication process b. Principles of coping mechanisms c. Principles of medical-legal practice d. The stages of dying and death e. Protocols for establishing levels of dementia
D
Having one's body exposed during an examination affects which of the following hierarchical needs? a. Physiological b. Safety c. Belonging d. Self-esteem e. Self-actualization
D
If certain factors that you must talk about with the patient are uncomfortable for you, which of the following should you do? a. Discuss these factors regardless of your discomfort; this is your job. b. Write down the information for the patient so that you do not have to discuss uncomfortable issues. c. Ask the physician to discuss the issues, since you are uncomfortable. d. Check with the health care team for someone who is more at ease with the concerns to take over the patient's care. e. Have the patient research the information on the Internet.
D
In an exchange of information, clarification/verification is used to a. Direct b. Contradict c. Lead d. Understand e. None of the above
D
Jim Buchanan contracted AIDS while practicing unsafe sex and abusing IV drugs. Which of the following emotions may he experience most intensely? a. Denial b. Shock c. Anger d. Guilt e. Bargaining
D
Mr. Burns has been a patient in your facility before and had established a relationship with Judy, the health care worker you recently replaced. He does not adapt well to change and repeatedly expresses his regret that Judy is no longer available. What should you do? a. Ignore his comments and continue to provide the care for which you were trained. b. Ask your superior if Mr. Burns' care can be assigned to someone else. c. Ask the physician to speak to Mr. Burns about his behavior. d. Acknowledge to Mr. Burns that Judy was an excellent worker and that you hope with his help that you can care for him as well as she did. e. Tell him that if he gives you a chance that you are a better worker than Judy.
D
Mr. Carter has a severe hearing impairment. Which of the following is the best method of communicating with him? a. Learn basic sign language. b. Raise your voice until you think he can hear you. c. Point to the questions you need to ask using a card explaining sign language. d. Write out the questions and let him give the answers. e. Have him always bring an interpreter with him, or cancel his appointment if he comes alone.
D
Mr. Proctor learns best by psychomotor reinforcement. Which of the following learning processes will work best for him? a. Health care worker lecture b. Health care worker demonstration c. Patient education brochures d. Patient hands-on/performance e. Support group discussion
D
Mr. Smith was angry when he approached you and has become increasingly more hostile. You should do all of the following except a. Respect his feelings and let him vent his anger within reason. b. Answer calmly and softly to his angry statements. c. Determine which of his complaints are based in fact and which are reflections of anger. d. Point out to him why he is wrong to be so angry. e. Set limits if he becomes profane or abusive.
D
Mrs. James needs to learn better diet habits. Which of the following learning processes is more likely to help her understand proper food choices? a. Demonstration of required skills b. Hands-on reinforcement c. Performance skills evaluation d. Discussion and lecture with pamphlets and brochures e. Diagrams and pictures
D
Patients who do not react by showing emotion after hearing bad news are probably a. Not affected by the news. b. Affected but unwilling to show emotion. c. Very angry at the news. d. In shock. e. Do not understand the situation.
D
Patients who laugh inappropriately during an exchange may a. Think what you said was funny. b. Have an overdeveloped sense of humor. c. Have a language barrier. d. Be embarrassed that they do not understand the instructions or questions. e. Think you expect this behavior.
D
Stereotyping involves all of the following except a. Presumes that all members of a group are essentially the same b. Means to "judge before" c. Discriminates against a group d. Allows for individual differences e. Prevents establishing rapport
D
The need for respect describes which level of Maslow's Hierarchy of Needs? a. Physiological b. Safety c. Love/belonging d. Self-esteem e. Self-actualization
D
Trying to make others adapt to your own culture is called a. Cultural blindness b. Cultural education c. Cultural fashioning d. Cultural imposition e. Cultural dependence
D
Understanding all of what the patient is transmitting requires that we observe all except which of the following? a. Paralanguage b. Proxemics c. Facial cues d. The surrounding environment e. Kinesics
D
What is the goal of a patient case conference? a. To promote team work b. To coordinate patient care and treatment plan c. To prioritize treatment plans d. b and c only e. All the above
D
When communicating with a peer about a problem, which statement would be best? a. "I noticed that you did not stock gloves in room three." b. "You did not stock the rooms correctly." c. "I started to do a procedure and noticed that there were no gloves in the room. You were supposed to stock the rooms today." d. "There were no gloves in room three. I had to leave the patient to get a new box."
D
When communicating with a regulatory agency investigator, you should a. Never offer a bribe unless a fine is imposed. b. Never ask for a badge. c. Give them any patient record that they request. d. Never hide or conceal documents, even if they show wrong-doing.
D
When presenting a problem to your manager, which statement would open discussion with your supervisor in the best manner? a. "There is a problem with this schedule." b. "You forgot about my time request." c. "I can never work on Monday afternoons." d. "I noticed that I am scheduled for three Saturdays in a row."
D
Which of the following demonstrates an acceptance of different cultures? a. Using the patient's first name in all interactions to show that you accept him or her as an equal. b. Stand close to the patient to show that you are not afraid of other cultures. c. Maintain eye contact to show that you are friendly. d. Ask about the patient's use of folk medicine and incorporate as many folk remedies as possible into the care plan. e. Insist that the patient adjust to dietary restrictions without exception.
D
Which of the following is a closed-ended question? a. "Can you describe what happened next?" b. "Do you remember how you felt when this first happened?" c. "Can you describe how this happened?" d. "What was the first day of your last menstrual period?" e. "How has this affected your activities of daily living?"
D
Which of the following is the third step in the communication process? a. Orientation b. Introductory c. Maintenance d. Termination e.Working
D
Which of the following may interfere with communication? a. A relaxed atmosphere b. Privacy c. Focused attention d. Distraction e. Good rapport
D
Which situation would require an emergent page to your supervisor? a. Unannounced or unplanned regulatory agency inspection b. Any patient situation that needs immediate attention c. An adverse patient reaction to a treatment d. All the above
D
Which statement would be best to say to an investigator? a. "We try to follow your rules, but you have too many." b. "We are understaffed, so we can't always do everything." c. "We are prefect. There is no reason to check those records." d. "If you have any questions, please let me know. I will be sitting at that desk."
D
Your patient mentions an upsetting incident and you reply, "Tell me more about that." This communication method is called a. Reflection b. Feedback c. Closed-ended questioning d. Open-ended questioning e. Summarizing
D
1. Communication includes a. Posture b. Facial expression c. Body movements d. The spoken word e. All of the above
E
Active listening requires which of the following? a. Letting the patient set the speed and tone of the exchange b. Waiting until the patient has finished speaking before trying to interpret the message c. Sitting face-to-face with an open posture d. Watching the patient's body language and facial cues e. All of the above
E
Anna feels that all unwed mothers are irresponsible and do not deserve the same degree of care she gives other patients. She avoids their care when she can. This behavior could be considered a. Stereotyping b. Discrimination c. Prejudice d. Personal bias e. All of the above
E
Asking for examples to illustrate the patient's compliant is called a. Paraphrasing b. Soliciting c. Reflecting e. Summarizing f. Clarifying
E
Challenges to communication may include a. Giving the patient more information than he or she can absorb at this time. b. A noisy, distracting environment. c. Disapproving facial expressions. d. Using medical terminology beyond the patient's understanding. e. All of the above
E
Cognitive learning includes which of the following? a. Demonstration b. Support groups c. Counseling d. Hands-on learning e. Reading instructions and information
E
Common reactions to illness include a. Anxiety b. Stress c. Defensive coping mechanisms d. Fear e. All of the above
E
Communication exists when there is understanding between all participants. When instructing patients, which of the following is proper? a. Have patients repeat in their own words what they understood you to say. b. Watch patients perform procedures until you are confident they understand. c. Rephrase the message until you are sure the instructions are understood. d. Use patience and courtesy at all times. e. All of the above
E
Communication serves which of the following purposes? a. Transmits our needs b. Fills our social needs c. Relieves stress d. Increases our sense of belonging e. All of the above
E
Controllable barriers to communication include which of the following? a. Criticizing b. Ridiculing c. Sarcasm d. Indifference e. All of the above
E
Culture determines which of the following? a. Dependence on traditional versus folk medicine b. Views on health and wellness c. Compliance to health care directives d. The patient's ability to make health care decisions e. All of the above
E
Dr. Long needs you to teach Mrs. Carson how to perform her procedure at home. As you develop an individualized teaching plan, which of the following is important? a. Learning objectives b. Learning goals c. Method of evaluation d. Adjustment for individual capabilities e. All of the above
E
During a silence, you and the patient can do which of the following? a. Form new thoughts b. Organize ideas c. Summarize to this point d. Decide what to say next e. All of the above
E
Grief is defined most closely as which of the following? a. A public display of sorrow b. A ritualistic behavior following a death or loss c. Wearing black for a period of time and visiting a grave site frequently d. Expressing condolences to the family of the deceased e. Deep mental anguish caused by the loss of something valued
E
If a patient decides against treatment suggested by the physician, what should you do? a. Convince him that the treatment is in his best interest. b. Explain that if he does not follow through, his physician will no longer treat him. c. Stop working with the patient and move on to another, more compliant patient. d. Continue with the treatment anyway, since it is what the physician ordered. e. Discontinue the treatment and alert the physician.
E
Mr. Brown has a severe hearing impairment but reads lips fairly well. Which of the following will help with communication? a. Position yourself with your face in the light. b. Speak distinctly, but do not exaggerate your facial movements. c. Use the "Rule of Fives." d. Use a forceful voice, but do not shout. e. All of the above
E
Mrs. Smith has a vision impairment. As you orient her to the area, you should a. Have her touch the items in the room that will help her find her way around. b. Have her take your arm to walk to the area. c. Explain the sounds she will hear. d. Stay close in case she needs assistance. e. All of the above
E
Nonverbal communication can be a. Silence b. A touch c. A smile d. A gesture e. All of the above
E
Nonverbal communication includes a. Frowning b. Crossing your arms over your chest c. Smiling d. Touching the patient e. All of the above
E
Patients may not let you know they do not understand your instructions because a. They are embarrassed. b. They are afraid you will be angry. c. They are overwhelmed with information. d. They are in denial. e. All of the above
E
Reviewing the patient's chart before you begin to interact demonstrates which of the following? a. Interest in the patient b. Efficiency and organization c. Concern for the patient's medical history d. A direction to follow for questioning e. All of the above
E
Summarizing the exchange helps to do which of the following? a. Clarify the central issue b. Correct misconceptions for you and the patient c. Determine the sequence of events d. Make sure all of the issues were covered e. All of the above
E
The current emphasis on extending life has resulted in which of the following dilemmas? a. Assisted suicide b. Do Not Resuscitate (DNR) orders c. "Comfort Measure Only" orders d. "Terminal Weaning" orders e. All of the above
E
The first or initial stage of coping with grief is recognized as which of the following? a. Anger b. Depression c. Bargaining d. Acceptance e. Denial
E
The purposes for educating patients in self-care include which of the following? a. To promote health b. To raise the standard of health c. To help patients cope with lasting effects of certain illnesses d. To restore health after an illness e. All of the above
E
When confronted with an angry patient, your best response is which of the following? a. Continue your work and ignore the outburst. b. Call the police. c. Call the physician. d. Tell the patient this is unacceptable behavior. e. Listen and try to determine the underlying cause of the anger.
E
Where might you find information to incorporate into patient education material? a. The Internet b. Your hospital library c. Drug and medical supply reps d. Disease-specific support groups e. All of the above
E
Which of the following behavior may indicate that the patient did not understand your instructions or questions? a. Nodding the head inappropriately b. Laughing at the wrong time c. A puzzled look d. An embarrassed expression e. All of the above
E
Which of the following is appropriate for developing patient education material? a. Organize from simple to complex b. Use easily understandable terms c. Use short sentences and short paragraphs d. Incorporate diagrams and pictures e. All of the above
E
Which of the following is not part of the communication process? a. Message b. Sender c. Method of transmitting d. Receiver e. Adapter
E
Which of the following may create barriers to communication? a. Criticizing b. Judging c. Interrupting d. Lecturing e. All of the above
E
Which of the following may interfere with our interpretation of what we hear from the patient? a. Preconceptions b. Prejudices c. Prior knowledge of the patient d. Personal biases e. All of the above
E
Which of the following suggestions will help make an exchange more productive? a. Reviewing the patient's chart before you begin any interaction b. Assuming a relaxed and open posture c. Appropriate eye contact d. Attentive body posture e. All of the above
E
You may suspect that your patient has a hearing impairment if he demonstrates which of the following? a. Flat speech patterns b. Speaks while you are speaking c. Frequently asks you to repeat a statement d. Does not complete words or slurs when speaking e. All of the above
E
Your patient does not speak English. All of the following are acceptable means of communication except a. Contacting an interpreter to assist with exchanges. b. Using a phrase book appropriate to your specialty. c. Using a picture book for medical practices appropriate to your specialty. d. Using the "Rule of Fives" to keep the exchange simple. e. Raising your voice to increase understanding.
E
Your patient tells you in confidence that she is afraid of dying. What should you do? a. Explain that everyone dies and there is nothing to fear. b. Change the subject to a more cheerful topic. c. Tell her that you can contact Hospice for her if she thinks that will help. d. Tell her physician so that something can be ordered to make her feel better. e. Listen and offer your support.
E
