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Dynamics of Health Care > chapter 16: healthcare communication > Flashcards

chapter 16: healthcare communication Flashcards

1
Q

What is communication?

A

the exchange of information
- clearly and accurate

the sending and receiving of information between 2 or more individuals

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2
Q

what is communication used in in healthcare

A

assessment
diagnosis
treatment
documentation

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3
Q

What are two imperative skills in health care

A

precision and confidentiality

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4
Q

What are breakdowns in communication

A

incomplete patient histories
test inaccuracies
billing miscalculation
treatment oversight

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5
Q

What 3 things can result from communication failure

A

prescription error
misdiagnosis
death

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6
Q

What is the communication process described as

A

the foundation of society

the primary aspect of patient-provider relationship

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7
Q

Describe communication relative to humans

A

humans are social beings whose needs are met with association of other humans

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8
Q

What are the 3 elements of the communication process

4th optional

A 
sender
- person who transmits message
message 
- the information the sender conveys
receiver
- the person who gets the message
feedback
- evaluation by receiver and sender to verify that the message was sent
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9
Q

Describe the communication process (with the elements)

A

sender/source of message begins communication process. The message is sent and the receiver interprets it. This process goes back and forth.

If you require clarification as a receiver, you sent a message to the sender (this is feedback)

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10
Q

What is the channel of communication

A

medium by which message is sen

  • most communication is speaking
  • speaking, sight, and touch
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11
Q

What are the three modes of communication

A
  • verbal communication
  • nonverbal communication
  • written communication
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12
Q

What does a sender’s words (no matter the mode of communication) depend on

4

A

socioeconomic background
culture
age
education

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13
Q

What is verbal communication

A

spoken words used to exchange information

  • deliberate form as you CHOOSE what you want to say
  • most common form
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14
Q

What are four good verbal communication guidelines

A
  • use polite tone to put others at ease
  • use proper English (do not be uneducated and unprofessional)
  • Speak respectfully (do not talk down)
  • Avoid using overly technical vocabulary- all patients are not familiar with medical terms
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15
Q

What are the 5 factors of successful verbal communication

A 
language
manner and tone
competence 
verbal encouragement
humor
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16
Q

How should language be used for verbal communication

A
  • language determines first impression
  • speak clearly and concisely
  • use terms patient understands
  • avoid med. terminology
  • reword message if it does not make sense
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17
Q

How does manner and tone contribute to verbal communication

A

volume and tone conveys emotions

- calm or agitate patient with the tone of your voice

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18
Q

How can you be competent in healthcare communication

A
  • be knowledgeable honest and dependable
  • give patient up-to-date information
  • be confidence and certain when conveying information
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19
Q

Why is verbal encouragement important

A

helps patient feel like they are PARTNERS in health care communication

  • provider should be receptive
  • persuade patient to share all concerns
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20
Q

How can you implement humor in verbal communication?

A
  • mild and respectful humor to minimize the status difference
  • make sure comments are sensitive and respectful
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21
Q

What is a non-language sound

A

a form of communication that transmits messages unintentionally
- includes sighs, sobs, laughs, grunts

spoken words and meanings differ

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22
Q

What are assertive behaivors

A

hallmark of professional relationships

- different from aggressive behavior

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23
Q

What is the key to assertiveness

A

open honest and direct communication with “I feel” or “I think”

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24
Q

What are the four components of assertive responses

A

having empathy
describe feelings or situation
clarifying one’s expectations
anticipating consequences

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25
Q

What are characteristics of assertive demeanor

A

confident and open body posture
make eye contact
use clear conscious I statements
be honest

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26
Q

What are the 5 characteristics of an assertive work attitude

A
  • capacity to work with or without supervision
  • the ability to remain calm under pressure
  • willingness to ask for help when necessary
  • the ability to give and accept compliments
  • honesty in admitting mistakes and taking personal responsibility for them
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27
Q

What is active listening

A

ensures that messages are correctly received and interpreted
- gain valuable information in return

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28
Q

How can you ensure you understand what someone is saying

A

use your brain and ears

  • give full attention to person speaking
  • do not interrupt
  • pay attention to body language and nonverbal cues
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29
Q

What is nonverbal communication or body language

A

relays a message without speaking or writing a single word

  • not consciously controlled
  • tells more about what you are feeling than spoken words
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30
Q

What percent of true emotions are conveyed through body language

A

60-90%

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31
Q

What are 4 types of nonverbal communication

A

kinesics
proxemics
touch
eye contact

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32
Q

What is the meaning behind

  • leaning back in chair
  • yawning
  • looking at a clock
  • shifting or shuffling feet
A

boredom
fatigue
disinterest
impatience

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33
Q

What is the meaning behind

  • smiling
  • nodding agreement
  • keeping eye contact
  • leaning forward
A

interest
enthusiasm
agreement
humor

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34
Q

What is the meaning behind

  • avoiding eye contact
  • frowning
  • scratching head
  • pursing lips
A 
confusion
disagreement
suppressing thoughts or feelings
anger 
suspicion
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35
Q

What does maintaining eye contact with someone speaking show

A

that you are interested in other people and what they are saying
- that they’re message is important

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36
Q

What does good eye contact when you are speaking show

A

adds truth to your message

makes you seem comfortable

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37
Q

What is kinesics

A

body movement including

  • facial expressions
  • gestures (shrugging)
  • eye movement
  • touch
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38
Q

What do portrayed moods and emotions add to the message

A

emphasize or contradict what is being said

reveal inner true feelings that may be concealed in the conversation

39
Q

What is proxemics

A

personal space

- an invisible bubble that surrounds you

40
Q

What does your proximity to someone show

A

your relationship with that person

41
Q

When is personal space largest

A

when talking to a stranger

- most people are 4-7 feet away from each other when talking to a stranger

42
Q

When is personal space smallest

A

when you know the person you are talking to closely

43
Q

Describe personal space and gender

A

personal space is larger between two men than between two women

44
Q

How does personal space depend on culture

A

Europeans are comfortable with personal space that is HALF that of Americans

45
Q

Describe personal space and healthcare

A
  • approach patient in professional manner and explain clearly what you intend to do
  • respect the patients personal space
46
Q

Name some ways touch is experienced

A

handshakes
pats
kisses

47
Q

Describe positive and negative touch

A

positive feelings arise from natural touch

negative feelings arise from manipulative or insincere touch

48
Q

What should you do when touching a pateint

A

watch for nonverbal cues

determine how patient feels about being touched

49
Q

What are 2 guidelines in effectively transmitting and receiving nonverbal communication

A
  1. maintain proper personal space, position, and posture
    - look patient in face and be at eye level
    - be aware of cultural diff.
    - sit if patient is sitting
    - use proper gestures
    - use touch if situation is appropriate
  2. Observe the patient’s facial expressions and posture.
    - ask questions to clarify mixed message between nonverbal and verbal cues
    - tell supervisor concerns if clarification is not made
50
Q

What is written communication

A

to communicate with clearly and accurately written work

51
Q

What are seven written communications that healthcare professionals use

A 
meeting agendas 
letters 
messages
patient charts 
consultation reports
patient instructions
laboratory reports
52
Q

Describe how the written communication should be? (mistake wise)

A 
concise 
proper grammar 
spelled correctly 
planned beforehand
organized logically
53
Q

What are three ways of organizing information

A

chronological organization
problem-oriented organization
comparison organization

54
Q

What is chronological organization

A
  • items are presented in sequence of earliest date to the most recent date
  • e.g. history and background
55
Q

What is problem-oriented organization

A

problem is identified and explained
instructions are given to solve problem

e.g. condition, causes, and treatment

56
Q

what is comparison organization

A

when two or more pieces of information are compared

pros and cons

57
Q

What is less formal communication

A

interoffice communication such as memos and meetings

  • still require same preparation, composition, and editing
58
Q

How can you use the internet for written communication

A

computer software programs have templates and spell check

59
Q

Why does medical writing have to be accurate and with clarity?

A 
placed in permanent medical record 
mistakes could result in 
- injury
- death 
- lawsuits 
- professional harm
60
Q

What are four things to pay attention to in medical writing?

A

spelling
capitalization
abbreviations and symbols
numbers

61
Q

Describe spelling in medical writing

A
  • proofread written ommunication

- do not solely rely on spell check

62
Q

Describe capitalization in medical writing

A
  • pay attention to how words and abbreviations are capitalized
  • verify information with seniors
63
Q

Describe abbreviations and symbols in medical writing

A

using abbreviations and symbols SAVE time

  • if typing, SPELL OUT words
  • use the medical abbreviations used in the office
64
Q

Describe numbers in medicine

A

1-10 is spelled out

  • units of measurement are written as numbers (5 mg)
  • numbers referred to an obstetrical patients condition are NOT spelled out
65
Q

What are the three common types of communication

A

verbal
nonverbal
written

66
Q

What is one of the most challenging aspects of working in health care

A

communicating ACCURATELY and EFFECTIVELY with patients

67
Q

What (3) things should you keep in mind when conducting an interview

A
  • listen actively
  • ask appropriate questions
  • record information accurately
68
Q

Describe an interview

A

Start with professionalism and concern for patient privacy. Introduce yourself

Know what questions you will ask and the order of the questions.

Record patient answers (paper or electronically)

Do not answer phone calls or distractions

Let the patient know what will happen next

69
Q

What are the six interviewing techniques

A
  • reflecting
  • paraphrasing
  • clarification
  • open-ended questioning
  • summarizing
  • silences
70
Q

What is reflecting

A

To use open-ended statements to repeat back what you hard from the patient.
Do not finish your sentence.

“You were saying when your back hurts you….” patient finishes

encourages patient to make further comments and ensure that subject is understood b healthcare provider

do not overuse it as patients do not want t constantly repeat their words

71
Q

what is paraphrasing

A

to use your own words and phrases to repeat what you heard.

verifies that you have understood what the patient said

patients can clarify their thoughts and statements

begins with “you’re saying that” or “it sounds as if” followed by the rephrased content

72
Q

what is clarification

A

if you are confused about information form patient, ask patient to give example of the situation

e.g. describe the dizzy spells you have been having

provides insight into how patient perceives the situation

73
Q

what is open-ended questioning

A

best way to obtain information
ask questions that require patients to formulate answer with details

use words like what when and how
avoid “Why” as it sounds judgmental or accusing

avoid questions with one word answers (most of the time)

74
Q

What is summarizing

A

review information you have obtained and give patient chance to clarify statements or correct misinformation

helps organize complex information in sequential order

75
Q

what is silences

A

periods of silence allowing patients to formulate thoughts, reconstruct events, evaluate feelings, assess what has been said

  • can be beneficial or uncomfortable
76
Q

What topics are covered in new patient histories

A 
Medical History
- hospitalizations and dates
- surgeries and dates 
- chronic problems 
Female Patients
- pregnancies and complications 
- miscarriages, stillbirth, abortion
Family History
- age and health of parents
- age and health of siblings
- genetic problems
Body System review
- general questions about all body systems
Social History 
- alcohol, tobacco, drug use
- hobbies
- education and employment 
Medications 
- any prescription medicines
- any over the counter medicines
- any vitamins and herbal supplements
77
Q

What 5 things should you do when interviewing an established patient

A
  • review patients chart for health problem information
  • make a list of questions to ask patient to update health information (including medical problems and changes in health)
  • confirm that patient is still on med/ treatment in chart
  • ask about allergies
  • record patient information
78
Q

What is patient education? What are the three key concepts

A

more than just telling a patient which medications to take or suggesting lifestyle behaviors

  1. help patient accept illness
  2. involve patient in knowledge-gaining process
  3. provide positive reinforcement
79
Q

What three skills are important in patient education

A
  • active listening
  • interviewing skills
  • new discoveries and trends in medicine
80
Q

What are the five steps of the patient education proces

A

assess
- collect info about patients healthcare needs

plan
- establish goals and objectives

implement
-begin training process

evaluate
-determine how well patient is adapting and applying new information to daily life i

document
- all conversations, events, and results should be recorded

81
Q

Describe additional information regarding patient interviews

A

sit in quiet room with sufficient time

allow time for follow up questions

provide information clearly and consicesly and sequential manner

keep informational handouts and brochures

give written and verbal instructions

82
Q

What does accurate documentation entail

A

assessment of patients needs and conditions

- important as patients receive care from multiple HC providers

83
Q

What allows for consistent care and patient safety

A

patient information needs to be recorded completely and precisely

  • no room for misinterpretation
  • make sure this information is left in secure locations
  • any action concerning patient (even phone call) should be documentation
84
Q

What is the main reason of patient confusal?

A

provider uses complex medical terms

85
Q

How can distractions lead to medical misunderstandings?

A

both parties are less likely to ensure that their message was adequately conveyed

86
Q

How does environmental noise cause distractions

A

healthcare facilities are full of sounds that may disturb patients
- speak with patients in quiet and private areas

87
Q

Describe language barriers in communication

A
  • interpreter may be necessary
  • patients 18+ need written permission allowing family member to accept medical history
  • family members are prohibited by HIPPA form participating in provider patient conv.
88
Q

How should healthcare providers help hearing impaired patients

A

touch patient to gain attention

talk directly in front of patient so they can read your lips

use short sentences and picture boards

89
Q

How can you help people with brain injuries as a healthcare provider

A
  • they have difficulty with normal thought processes

- they need an appointed power of attorney to speak on their behalf

90
Q

Why should you not be defensive with a patient

A

you do not know what issues are making them angry or upset

it is best to be upfront about the cost, payment options, etc..

91
Q

How should you deal with patients experiencing grief

A

allow them to talk about their feelings

allow them to discuss their fear of dying and concern for surviving loved ones

92
Q

why is telephone communication harder than face-to-face communication

A
  • need to project a caring and professional attitude while talking on the telephone
93
Q

What 4 guidelines should you follow when talking on the phone

A
  • answer promptly and quickly
  • identify yourself and your office to the caller (let them know they have reached he correct number)
  • speak politely even if call interrupted work
  • do not answer the phone and immediately put caller on hold

Dynamics of Health Care (21 decks)

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