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What can you do when a patient seems to be angry about a situation?
Use Reflecting statements such as, “It sounds like you’re frustrated,” to calm the tense situations.
Define professionalism
The set of behaviors, attitudes, and skills that show a person is reliable, respectful, and competent in their workplace
What are examples of alternative or traditional medical practices?
-Herbal remedies
-Acupuncture
-Massage therapy for healing purposes
Why is patient customer service important in healthcare?
Because it plays a major role in building satisfaction and care, ensuring patients feel valued.
List some information that is protected under HIPPA
The patient's name, address, date of birth, social security number, medical records, and billing information.
What right protects a patient’s medical records and personal health information from being shared without permission?
The right to privacy and confidentiality of their health information.
Name 4 types of communication
Verbal, Nonverbal, Written, Digital/Visual (telehealth, secure messages)
What are some modesty and gender concordance?
Honoring requests for same-gender providers
keeping patients properly covered during exams
Name three key components of patient customer service that are essential to creating a positive experience
communication, behavior, and problem-solving skills
Who complies with HIPAA?
all health care facilities, insurance companies, and covered entities
Why is it important to introduce yourself and explain procedures before providing care?
It promotes trust, reduces anxiety, ensures informed cooperation, and demonstrates professionalism and respect.
What are some ways we can ensure effective communication?
- Active Listening
- showing empathy and respectfulness
- be honest
When caring for a patient with limited English proficiency, what should you do?
providing written instructions in the patient’s primary language to prevent misunderstandings
try to have a qualified medical interpreter for a patient if available
How can you acknowledge and validate a patient's feelings?
By showing empathy through body language, and verbalizing understanding of their emotional state
What does HIPPA stand for?
Health Insurance Portability and Accountability Act
Name 5 patient bill of rights
Right to know how much care may cost at the time of treatment and long term.
Right to be treated fairly and respectfully
Right to review their medical records and to have them explained
Right to receive accurate and understandable information
Right to expect that their communication and records are treated as confidential by the hospital,
Name a few of the importance of Professional Communication
- Builds trust with patients
-Creates a safe and respectful environment
-Reduce confusion and misunderstandings
Define culturally sensitive communication
Involves asking respectful questions and avoiding stereotypes when unsure about a patient’s cultural practices.
What is a positive first impression?
Introducing yourself clearly, explaining your role, and greeting patients warmly helps establish this positive impression in their healthcare experience.
Name ways HIPAA guidelines benefit the patient
-give patient more control of their medical records
-authorizing patient to be able to make informed choices about the uses of their PHI
-setting boundaries on the use and release of health records
What is the purpose of the Patient Bill of Rights in a healthcare setting?
designed to ensure that patients are treated with respect, receive clear and complete information about their care, have the right to make informed decisions (including refusing treatment), and have their privacy and confidentiality protected.
What is active listening?
It's when a provider gives full attention to a patient, avoids interrupting, and responds thoughtfully.
What are some religious or cultural dietary restrictions?
requests for halal, kosher, or vegetarian meals
Define patient-provider relationship
It's when you provide excellent customer service in healthcarethat strengthens the connection between patients and providers
What is HIPAA?
Its a federal law that protects patient privacy and confidentiality.