chapter 6

Methods of communicating can include

intra-office memos, electronic memo, bulletin board

Taking a step by step approach helps one...

look realistically and logically at a problem. This method encourages analytical thinking and confident decision making.

---- in the ambulatory setting keeps patients healthier and medical conditions from worsening and can reduce the need for hospitalization.

patient education

Advocacy

promoting and protecting the rights of patients, frequently through a legal process

------ means to afford the opportunity to examine behaviors and interactions act as a verbal mirror and restate what the patient has said for clarification by all parties.

reflective communication

Relationships between the MA, employer, and coworkers

s kept professional and foster a collaborative team approach to health care. Conflict can be resolved by open communication as well as showing empathy.

The purpose of an employee evaluation is for

you and your employer to discuss your job performance

Difficult or uncooperative skills

Hold off any negative comments or judgements and try your best to accommodate the requests

The tone of your voice goes a long way. Using a genuinely warm and caring tone is referred to as ---- to enhance the meaning of phrases.

empathy

Being assertive means that

the individual clearly states their opinions and feelings and firmly advocate for their rights and needs without violating the rights of others

Patients with special needs

Reflective or mirrored communication is the best technique to use. Special needs include, deaf, blind, etc.

Geriatric patients

Require additional patience and skill, old age affects many important factors of communication

Steps to follow when providing patient education

Assess patients ability to comprehend the info Use reflective communication, repeating clear and concise instructions to the patient Provide a written copy of the materials to patient

Culturally diverse patients

Critical to understand and respond with sensitivity to the needs and preferences diverse patients present

Steps in applying critical thinking skills are:

Determine the problem and write it down Gather facts and ideas to help you decide what to do about it List possible decisions and what you think the outcome will be Prioritize your decisions and begin testing them one by one until results are good

Pediatric patients

The 4 E's: encouragement, empathy, enlistment, education

3 patient education formats are:

Verbal instructions Printed materials Electronic formats

Evaluation

assessment; judgement concerning worth, quality, significance, or value of situation, person or product

Assertive

confident; bold

A patient advocate is someone who

can assist patients on any matter affecting their health, legal, or financial status such as medical bills and job discrimination related to a patient's medical condition

Analytical

characterized by a method of analysis a statement of point by point contact

We use many coping skills and defense mechanisms to deal with...

difficult or stressful situations. Another approach to handling interpersonal problems and concerns is to use critical thinking skills.

The purpose of a staff meeting is to

discuss office policy changes and problems. New ideas are expressed and exchanged

Job description

set of clear expectations or duties to be performed