CCMA Communication Flashcards
If you have taken a phone call and the patient/caller is unhappy/upset, who do you need to call for assistance?
SUPERVISOR
What should you do if a patient states something?
PUT WHAT THEY SAY IN QUOTATIONS
What can cause patients to have an inability to trust?
CULTURE DIFFERENCES
Who should you notify if a patient provides a poor report about the care that was provided?
Notify the provider
What tone should you use when speaking to a patient?
NEUTRAL TONE
When speaking to a patient who has a hearing difficulty, how should you speak to them?
Face the patient when speaking
If you have a patient who has short term memory loss, what could you provide to the patient?
Easy to read handouts
What type of communication involves fidgeting and anxiousness?
Passive Communication
What is an example of positive non-verbal behavior?
Leaning towards the patient
If a patient tells you she has been getting headaches more frequently, using the SOAP method, which area should you document her statement?
Subjective
When performing a patient interview, what should you do to relay the information to the provider?
Paraphrase what they tell you
What can prevent a patient from comprehending an informed consent?
Language barrier
What types of questions should you ask your patients?
Open-ended Questions
What is a method for gaining additional information?
Ask Open-ended questions
What action should you take when dealing with an angry patient?
Allow the patient to talk through their anger
If you have an angry patient, where should you have them wait?
PRIVATE AREA
What type of questions do you want to ask the patient in order to obtain additional information?
OPEN ENDED QUESTIONS
If a patient has a cognitive impairment that causes short term memory loss, what can you provide to assist them in understanding?
Provide easy to read handouts
If your patient has hearing loss, how should you address them?
Face the patient and speak clearly
