Communication: Verbal and Nonverbal
Why is an MA's communication skills important to QUALITY of care
MAs are responsible for communicating observations and concerns to the provider
True or False: Aging can cause loss of hearing
True
An MA who works in a geriatric office may see less diversity in patients _____?
Age
What tone of voice is important when communicating with a patient who has a mental health disorder?
Normal tone of voice
Define subjective information and what is another word for subjective information.
Something a person cannot or did not observe but is instead based on something that the patient reports.
Also called symptoms
Providing Feedback
Your patient is a native speaker of Polish but says she speaks and understands English enough to not need an interpreter. Everytime you ask a questions she smiles and nods her head. You're not sure she understands, what should you do?
As a regular adult
A patient looks down to the ground every time an MA makes eye contact. What should the MA do?
Adjust his approach, stop trying to make eye contact, don't force it. May make the patient uncomfortable (cultural/personal differences)
Define objective information and what is another word for it?
During a vaccine, the patient winces when the needle is inserted and bite her lip. Is her verbal or nonverbal communication indicating pain?
The patient's NONVERBAL communication
A minor tells you, the MA, that she's nervous to talk to the doctor about needing birth control. Which response by you would make the minor DEFENSIVE?
"Why?"
Responding to diversity with judgements or assumptions based on personal belief is known as what?
Bias
How should an MA communicate with a patient who has a mild hearing impairment?
Speak directly to the patient, speak clearly and slowly and ensure you are facing them
A patient has a fever of 101. She is pale and her skin is sweaty. She reports having headaches, feeling lightheaded and pressure in her sinuses. Which of these are SIGNS?
SIGNS: Fever, Pale, Skin condition (sweaty)
April corrects another MA in front of a provider. Later, the MA tells April that if she does that again, "she better watch out". What type of communication is this an example of?
Aggressive Communication
T or F: The MA should say "everything will be fine" to a patient who is nervous about their procedure
False: This is known as a cliche - it's an overused phrase with no actual truth or meaning behind it because the MA does not know for certain if it will all be fine. Respond meaningfully like "I know it might be scary, but we will do our best to communicate with you every step of the way"
What are examples of differences that contribute to diversity? Name at least 3
Culture, Age, Religion, Race/Ethnicity, Education, Body Shape/Size, Appearance, Gender, Sexuality, Health status, ability/disability
What should you do before touching a patient who is blind?
Speak to the patient and identify yourself
A patient has a fever of 101. She is pale and her skin is sweaty. She reports having headaches, feeling lightheaded and pressure in her sinuses. Which of these are SYMPTOMS?
Symptoms: Headache, lightheadedness, sinus pressure
Who should give a patient information about a new diagnosis?
The provider ONLY
The MA is drawing blood from the patient. When the patient asks what they are drawing, the MA says "I'm drawing a hemoglobin and hematocrit" Why might this cause barriers in communication
Using medical terms. Instead, explain the doctor ordered tests to get more information about your blood oxygenation, the doctor will discuss the reasoning and results with you.
This term describes the ability to effectively interact with patients from different cultures, backgrounds, and belief systems.
Cultural Competency
A patient with Alzheimer's asks the MA the same question 3 times in a row. How should you as the MA respond?
Answer the same each time with the same words and phrases
What is most useful to the provider, fact or opinions?
FACTS (Patient reports OR observations/measurements)