Communicate
This is the cycle of the communication model
What is a a sender sends the message (verbal or nonverbal) to receiver, and the receiver sends feedback (verbal or nonverbal) to sender
This is being in the moment, focusing their attention on the speaker, not allowing emotions to interfere with communication, and thinks about what to say next.
What is active listening.
Some cultures believe this to be disrespectful when considering older people
What is eye contact
This is a closed question
What is questions that can be answered yes/no or in a short answer. Effective for specific information.
These are barriers to effective communication
What are impaired level of understanding, sight impaired, hearing impaired, language barriers, and lack of understanding patient needs.
This is an arrange hierarchy of needs that can show how basic needs affect patient behavior
What is the Maslow's Hierarchy of Needs
These are emotional responses to illnesses
What are guilt, loss of control, anxiety, and anger
This is the difference between social and family history
What is family history focuses on health status of blood relatives and familial diseases. Social history focuses on the patient's lifestyle (health habits and living environments).
This is why it is important to chart information completely and accurately
What is, the medical chart is a legal document. You never chart in advanced and do not chart for anyone else.
What are procedures, medication administration, specimen collection, diagnostic procedures/labs, results, and instructions
This is the most formal way of communication
What is written communication
****DOUBLE POINTS******
Give me an example?
These are behaviors of communication
What are assertive, aggressive, and passive behaviors.
This usually reflects accurate feelings than words
What is body language
What is questions that encourage the person being asked to open up and talk. Helps describe the current problem.
These are solutions to helping patients with impaired level of understanding
What are using short sentences, speaking slowly, good eye contact, repetition, gestures, complete instructions, teach back, and consent from the individual who is legally responsible.
Put the levels of Maslow's Hierarchy in order
What is:
Physiological needs, safety/security, love/belonging, esteem/recognition, and self-actualization
What is to use empathy to allow them to know that you understand what they are feeling
An alternative way to taking a health history
What is EHR (electronic health record)
What is the guidelines for documenting on paper medical records
What is to use black ink, legible writing, date and time all entries, never erase or obliterate-reduces credibility if involved in litigation-instead cross a single line and initial, date, and use credentials.
This is the importance of documenting medication administration
What is date, time, name, dose given, route, injection site, and observation of allergic reactions.
These are the examples of external factors that interfere with communication
What are distracting environment, noise, and lack of privacy
This is another way of measuring effective listening
What are check to make sure their interpretations are correct, identify what the speaker is feeling, observe the speaker closely, patience, and avoid interrupting the speaker
MA role in awareness to body language: touch
What is, to be sensitive if a patient seems uncomfortable with touch
How should an MA get more effective with conversations when avoiding using "why".
What is to get the underlying reason and not be judgmental.
These are solutions to helping patients with impaired sight.
What are to be descriptive, use clock image, and use of arm to move around
There are these many stages in Erikson's stages of Psychosocial Development
What are 8 Stages.
***DOUBLE POINTS***
List the 8.
What are supernatural causes attribute to disease and specific foods like hot and cold are needed to treat certain diseases.
What is identification data, chief complaint, present illness, allergies, current medicine, immunizations, past history, family history, social history, and review of systems
Why you do not delay documenting
What is because if you document in the wrong chart, there is legality where it was never done and aspects of procedures may not be remembered.
What is special about documenting about specimen collection
What is if a specimen is sent to an outside laboratory, chart tests requested, data specimen sent, and where it is sent to confirm if test results are not back yet.
These are the examples of internal factors that interfere with communication
What are emotions (fear, anxiety), pain, and other preoccupations
This is a cultural different that interferes with communication
What are different meanings for gestures, experiences of personal space, and interpretation of touch
If a procedure requires close contact or touch, this should be completed
What is verbal indication of touch to help the patient prepare.
What is it gives the patient time to respond and add to the information. Most people are comfortable with silence and will fill the hole. (It can be counter productive if the patient finds the silence awkward.)
These are solutions to helping patients with impaired hearing
What are to use a clear, loud, short and simple voice/statement, good eye contact, touch for attention, sign language, or interpreter
These are skills in establishing relationships
What is to have empathy, care, value effective relationships, and developing boundaries
MA role with cultural differences
What is to understand the best they can, educate as well as they can, and not ridicule or interfere with beliefs
MA Role in taking a health history
What is to collect data by interviewing the patient, collect a through history, information in regards to patient changes/illness progression, show interest and concern in a quite comfortable room. Be specific and include duration.
This is what you document in progress notes
What is updates patient health status, care, CC, and treatments.
This is the purpose of charting diagnostic procedures and laboratory tests
What is if the patient does not undergo tests order, documentation exists that the test was ordered and refreshes memory that tests were ordered, if results are not back from the lab.
This is a form of nonverbal communication based heard by sounds.
What is secondary communication
****DOUBLE POINTS****
Give me an example
Define assertive, aggressive, and passive communication
What are:
-Assertive: facilitates effective communication
-Aggressive: ignores opinions of others and impedes effective communication
-Passive: causes communication to be ineffective
These are types of nonverbal communication
What are body language, facial expressions, gestures, body position, and secondary communication styles
Give examples of how to draw patients out to converse.
What are to paraphrase, translate, reflect, and summarize.
***DOUBLE POINTS***
Define each one
These are solutions to helping patients with language barriers
What are to use a translator to assist, gesture and pantomime, obtain consent, and use video or translator services
***DOUBLE POINTS***
What are the guidelines for using a translator?
This is the grieving process
What is denial, anger, bargaining, depression, and acceptance
These are common behavioral cultural differences seen in healthcare
What are women need to be escorted outside of their homes, the oldest male in the family makes all the important decisions, and removal of clothing/jewelry/head coverings may be prohibited.
Review of Symptoms: systematic review of body systems to detect any symptoms that have not been revealed. *Physician completes this, the MA assists
These are symptoms you document in a progress note.
What are subjective and objective symptoms.
***DOUBLE POINTS***
Give me examples of each
Documenting patient instructions
What is to preprint instruction sheets, have patient sign forms to indicate he or she understands, MA witness signatures, and file. Legally protects physician if patient does not follow instructions and causes harm to a body part.