Communication
What are the 3 steps in the communication process?
What is Sender sends a message; receiver receives it; receiver provides feedback.
Name three ways patients may differ that can affect individualized care.
What is race/ethnicity, culture, religion, age, body shape/size, gender identity, sexual orientation, health status, ability/disability.
Give one therapeutic communication technique.
What is good listening, feedback/validation, gentle clarification, allowing silence, respecting requests.
What is the difference between a fact and an opinion?
What is a fact can be verified; an opinion is a belief/judgment that cannot be proven.
What does SBAR stand for?
What is Situation, Background, Assessment, Recommendation.
What is closed-loop communication?
What is the receiver repeats/clarifies key information so the sender can confirm the message was understood.
What is unconscious bias?
What is bias a person may act on without realizing it.
Why should the PCT avoid clichés such as “Everything will be fine”?
What is they can minimize feelings and do not address the patient’s actual concern.
Objective or subjective: “My stomach hurts.”
What is Subjective.
What is the main difference between an EMR and an EHR in the chapter?
What is EMR is generally used within a facility/organization; EHR is designed to be shared across facilities/systems.
A nurse gives you an instruction while walking away. What should you do before beginning the task?
What is confirm the instruction/ask for clarification and provide feedback so the communication loop is complete.
Why should a PCT avoid making assumptions about a patient’s beliefs or abilities?
What is patients are individuals; assumptions can lead to disrespect, stereotyping, misunderstanding, or unsafe care.
Patient says, “I’m terrified about surgery.” Give a therapeutic response.
What is “You sound worried. Would you like to tell me what concerns you most?”
Name four changes with a patient that should be reported immediately.
What is fall, chest pain, severe headache, difficulty breathing, abnormal vital sign, mental-status change, sudden weakness, fever, loss of consciousness, bleeding, swelling, change in condition.
Give three ways a PCT protects electronic patient information.
What is use own credentials, do not share passwords, log/tap out, orient screens away from public view, protect records from unauthorized access.
What are two barriers that can interfere with effective communication between a PCT and a patient?
What is language differences, hearing impairment, distractions/noise, medical terminology, emotions, cultural differences, or lack of attention.
What does it mean to provide culturally sensitive care?
What is respecting and considering a patient's individual culture, beliefs, values, preferences, and practices when providing care.
Why is silence sometimes an effective therapeutic communication technique?
What is it gives the patient time to think, process emotions, and decide what they want to say without feeling pressured.
A PCT observes that a normally alert patient suddenly seems confused. Is this objective or subjective information, and what should the PCT do?
What is Objective information; report the sudden change in mental status to the nurse immediately.
In SBAR, where would you report what is happening with the patient right now?
What is Situation.
A patient nods when you explain how to use the call light, but you are unsure they understood. What should you do?
What is ask the patient to explain or demonstrate how to use the call light to confirm understanding and complete the communication loop.
A patient's cultural practice is unfamiliar to you and affects how they want care provided. What should you do?
What is respect the patient's preferences, avoid judgment or assumptions, ask appropriate questions, and communicate concerns or needs to the nurse.
A patient begins crying and says, “Nobody understands what I'm going through.” What should the PCT say?
What is “It sounds like you're going through a difficult time. Would you like to talk about it?”
A patient tells you, “I feel dizzy,” and you notice the patient is pale and unsteady. What information should you report to the nurse?
What is Report both the patient's subjective statement (“I feel dizzy”) and the objective observations that the patient appears pale and unsteady.
You are reporting that a patient who normally walks independently suddenly became weak and needed assistance. Using SBAR, what belongs in the “Recommendation” portion?
What is What you believe is needed next, such as asking the nurse to assess the patient or requesting further instructions.