Chapter 4: Communication and Documentation

Question 1

Communication

Answer 1

give info to other people, important for teamwork in health care industry

Question 2

Documentation

Answer 2

record patient care, stays in patient medical record

Question 3

NEMSIS (National Emergency Medical Services Information System)

Answer 3

collects data info

Question 4

Therapeutic Communication

Answer 4

techniques to encourage patient to speak about their condition, develop positive relationship between EMT and patient

Question 5

factors/strategies to consider during communication

Answer 5

age, body language, clothing, culture, education, environment, eye contact, facial expression, sex, posture, voice tempo, voice volume

Question 6

Ethnocentrism

Answer 6

only consider your own cultural values when interacting with people of another culture

Question 7

Cultural Imposition

Answer 7

forcing own culture on a patient, believe own culture is better/more important

Question 8

Nonverbal Communication

Answer 8

assess safety of patient or scene, don’t be aggressive, have good eye contact, speak calmly and slowly, don’t threaten patient, don’t take it personally when they get mad

Question 9

Open-Ended Question

Answer 9

more broad, patient answer with detailed answer, allow free conversation

Question 10

Closed-Ended Questions

Answer 10

specific questions, patient answer with simple answer, use when patient can’t give complete answers

Question 11

after asking a patient a question

Answer 11

pause, let them think and answer one question before asking another

Question 12

10 Golden Rules

Answer 12

1. eye contact
2. provide your name and use patient’s name
3. tell patient the truth
4. use general language
5. be wary of what/where you’re telling others (don’t talk about patient in front of them)
6. body language
7. speak slowly, clearly, distinctly
8. face patient so they can read your lips
9. give patient time to answer questions
10. act calm and confident

Question 13

Emotional Intelligence

Answer 13

ability to understand your/others emotions, includes self-awareness, self-regulation, motivation, empathy, social skills

Question 14

Communicating with Older Patients

Answer 14

don’t take hostility personally, don’t assume they’re senile, need a lot of patience and compassion, may not feel much pain, bring hearing aids or glasses to hospital if needed

Question 15

Communicating with Children

Answer 15

let child keep favorite toy, doll, etc. and family member around, be honest, respect their wishes to be modest, be friendly, communicate to reduce fear

Question 16

Communication with Deaf Patients

Answer 16

speak clearly to help them read lips, make sure to bring hearing aids, look around for family for questions, bring pen and paper, don’t shout, ask short questions

Question 17

Communicating with Visually Impaired Patients

Answer 17

explain everything in detail, stay in physical contact with patient, avoid sudden movements, bring glasses or mobility aids to hospital, must bring guide dog or leave with family

Question 18

Communicating with Non-English Speaking Patients

Answer 18

use short simple questions, point to body part, learn common words and phrases, use translator apps, request translator at hospital

Question 19

Mission-Critical Communications

Answer 19

lack of communication will cause failure of the task

Question 20

Mental Model

Answer 20

the picture individuals have in their mind of what is going on

Question 21

Handover/Handoff

Answer 21

physical transfer of patient and patient info, give verbal handover report (situation, background, assessment, treatment)

Question 22

Patient Care Report (PCR)

Answer 22

legal documentation of care given to patient (chief complaint, injury, consciousness, vital signs, assessment, patient demographic, transport info)

Question 23

Function of PCR

Answer 23

1. transfer info and continuing care
2. compliance and legal documentation
3. administrative info
4. reimbursement
5. education
6. data collection for quality improvement and research

Question 24

Administrative Information in PCR

Answer 24

time of incident, EMS notification, EMS arrival, contact with patient, EMS leave scene, EMS arrival at facility, patient transfer, unit back in service

Question 25

CHART Method

Answer 25

Chief Complaint
History
Assessment
Treatment (Rx)
Transport

Question 26

SOAP Method

Answer 26

Subjective
Objective
Assessment
Plan

Question 27

PCR Narrative Section

Answer 27

time of event, assessment findings, emergency care provided, changes in patient after treatment, observations at scene, final patient disposition, refusal of car, staff who continued care

Question 28

Health Information Exchange (HIE)

Answer 28

use to share data between multiple health care providers

Question 29

Reporting Error

Answer 29

cross out incorrect info with one line and write initials

Question 30

Special Reporting Situations

Answer 30

gunshot wounds, dog bites, infectious disease, physical/sexual abuse, mass casualty incident

Question 31

Base Station

Answer 31

fixed location radio, ie. dispatch centers fire stations hospitals

Question 32

Channel

Answer 32

assigned frequency for the line of communication

Question 33

Dedicated Line

Answer 33

specific for contact from one point to another

Question 34

VHF (Very High Frequency)

Answer 34

mobile radios 30 - 300 MHz

Question 35

UHF (Ultra High Frequency)

Answer 35

mobile radios 300 - 3000 MHz

Question 36

Portable Radio

Answer 36

handheld radio ie. walkie talkie

Question 37

Repeater

Answer 37

special base station radio, translates from one frequency to another with more power, wide range

Question 38

Telemetry

Answer 38

convert electric signal to audible signals

Question 39

Cellular Telephone

Answer 39

communicate via repeater stations (cells)

Question 40

Scanner

Answer 40

radio receiver that scans several frequencies, plays message if there are any, able to eavesdrop

Question 41

Simplex

Answer 41

push to talk, release to listen, VHF

Question 42

Duplex

Answer 42

simultaneously talk and listen, HVF

Question 43

Multiplex

Answer 43

2+ frequencies, transmit both audio and data signals

Question 44

MED Channels

Answer 44

reserved for EMS use

Question 45

Trunking

Answer 45

800 MHz system, switch between many frequencies and channel to operate radio without worrying about traffic

Question 46

Interoperable Communications System

Answer 46

share info between agencies in real time, voice over internet contact over landlines phones and computers

Question 47

Mobile Data Terminal (MDT)

Answer 47

terminal inside ambulance that receives data from dispatch center

Question 48

Federal Communications Commission (FCC)

Answer 48

jurisdiction over interstate and international telephone services, monitors and reserves specific frequencies for EMS use, license base stations and creates standards

Question 49

Paging

Answer 49

using coded tone or radio signal to display message on pagers, used to alert personnel

Question 50

Patient Report

Answer 50

identify unit, special alert, receiving hospital and ETA, patient age and sex, patient chief complain/concern, patient history, physical findings, summary of care, patient response to treatment, additional questions

Question 51

Medical Control

Answer 51

contact for direct orders and permission to administer medications certain treatments

Question 52

Standing Orders

Answer 52

indirect orders, protocols to follow based on situation