Telephone Communication
Who was the telephone invented by?
Alexander Graham Bell
What is a SOAP note?
A structured note that corresponds to each problem in a pt chart
What are three ways or style of communication?
Passive, Aggressive, Assertive
What are the two main types of law that affect health care workers?
Criminal Law & Civil Law
When taking a message from a pt to his/her provider, what materials should you have with you?
A pen and a message pad
How far away should the phone be from your mouth?
1-2 inches
A _____ system is used to keep track of a pt's medical care by his/her provider.
chronological
What are the 3 essential parts of communication?
Sender, Message, Receiver
True or False: A tort is a wrongful act that does NOT involve a contract.
True
What is an example of a person with a legal disability?
Minors
Mentally incompetent
Individuals under the influence of drugs
Semi or unconscious people
Answer the phone within the ____ ring.
3rd
What is the purpose of the Medical Record?
-Serves as a communication link between the staff and the provider.
-Insures competent & necessary medical care
-Provides evidence of the care given to the pt
What are the barriers of communication?
Physical, Psychological, and Cultural
True of False: Privileged communication CANNOT be told to anyone without written consent, to ensure privacy.
True
A libel is ___ while a slander is ___.
written, spoken
Telephone etiquette involves using good _____ and basic telephone ________.
manners, courtesies
True or False: A pt's consent is NOT required if any info is to be released from the medical record.
False
What are the two essential ways to communicate?
Verbal & Non-verbal
What are the 3 parts of a contract?
Offer, Acceptance, and Consideration
Culture consists of...
-Values
-Beliefs
-Attitudes
-Customs
_____ can be used to determine whether communication was successful.
Feedback
Explain the parts of a SOAP note.
A structured note that corresponds to each problem in a pt chart.
S- Subjective Info from the pt or family usually given in direct response to questions from the health care provider
O- Objective- Data from tests and nurse's observations
A- Assessment- Analysis of subjective & objective
P-Plan- Treatment or further sessions and management of the notes issues.
What are the five "C's" of communication?
Complete, Clear, Concise, Courteous, Cohesive
What did the privacy act HIPPA do in 1996?
Establish standards to protect health information
Define Communication...
Exchange of information, thoughts, ideas, and feelings