Wild card
If a speaker says she feels fine, but her face looks strained, her eyes are red, and she is frowning, what would most people believe?
A. She does not feel good
B. She feels just fine
C. She is not sure how she feels
D. She is trying to confuse the listener
A. She does not feel good
How should healthcare professionals communicate with distressed patients?
With empathy and patience
The process of identifying an illness, disease, or condition based on a patient’s signs, symptoms, and medical history.
Diagnosis
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.”
How should healthcare professionals position themselves when speaking with seated patients?
Sitting at eye level with the patient
George, 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?
A. Write the pharmacy technician a letter.
B. Write a description of the incident on a future job performance evaluation.
C. Immediately go to the technician at the cash register and explain the importance of being
nice to customers.
D. Invite the technician to a private office and explain the customer service expectations of the pharmacy.
D. Invite the technician to a private office and explain the customer service expectations of the pharmacy.
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 room, introduce yourself, and explain what you will be doing.
A condition/symptom that is sudden and goes rapid going away in a short time
Acute
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:
A. The sender
B. Nonverbal communication
C. The message
D. Feedback
D. Feedback
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?”
A. “How long have you had this pain?”
. 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 (hematuria)
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
Temperature of 98.9 F Objective or Subjective?
Objective
What communication behavior by a health care provider demonstrates a sincere concern for the patient’s welfare?
Listening Carefully
What would be the best way to model verbal communication?
A. Demonstrate attentive listening.
B. Speak clearly and concisely
C. Show technique for CPR
D. Use hand signals to clarify intent
B. Speak clearly and concisely
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:
A. Psychosomatic
B. Pathologic
C. Objective
D. Subjective
D. Subjective-it cannot be measured or proven
Which of the following is a barrier to effective healthcare communication?
a. Using clear language
b. Making eye contact
c. Medical jargon
d. Active listening
C. Medical Jargon
A plan that includes the patient’s diagnosis, goals for health improvement, step-by-step interventions and/or therapies, the roles of different healthcare professionals, and a timeline for review and follow-up.
A treatment plan
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 does the dentist’s body language send to the patient?
I am busy and do not really care about you
How should sensitive information be communicated in a healthcare setting?
a. In private, maintaining confidentiality
b. In public areas
c. Through group emails
d. Via text messages
In private, maintaining confidentiality (HIPAA)
When should healthcare professionals document patient interactions?
a. Only when there are problems
b. At the end of their shift
c. Immediately after the interaction
d. Once per week
c. Immediately after the interaction
What should healthcare professionals do when encountering language barriers?
Use medical interpreters
A condition that makes it difficult to speak, understand, read, or write language.
Aphasia
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:
A. Message was not clear
B. Sender did not deliver the message in a concise manner
C. Receiver could not hear and receive the message
D. Message was interrupted
A. Message was not clear
What is the primary purpose of effective communication in healthcare settings?
To ensure patient safety and quality care