Chapter Eight: Patient Communication

Question 1

What are the five steps of communication?

Answer 1

• ideation: sender has an idea
• encoding: sender converts the idea into words and gestures
• transmission: message travels over channel
• decoding: receiver decodes message
• feedback: receiver responds

Question 2

Sender

Answer 2

begins the exchange by forming and conveying a clear thought or piece of information. Transforms the information into speech or actions (symbols) which are organized according to a certain syntax and grammar. This is called encoding.

Question 3

Message

Answer 3

the information that is being sent

Question 4

Receiver

Answer 4

takes in the message through a process called decoding.

Question 5

What are the two most common forms of decoding?

Answer 5

listening and reading

Question 6

Feedback

Answer 6

the response of the receiver verifying the receipt of information

Question 7

What are the 5 c’s of communication?

Answer 7

• complete
• concise
• concrete
• clear
• considerate

Question 9

What is therapeutic communication? What is its role in the office and patient care?

Answer 9

occurs when patients who have particular concerns or needs seek your help to resolve or alleviate their problems. Requires you as an MA to be
- open to others
- respectful of cultural and ethnic diversity
- a good listener
- aware of your own biases
- truly interested in helping others

Question 10

What is empathy?

Answer 10

means that you are in touch with and aware of the feelings your patient is experiencing

Question 11

What is comprehensive care?

Answer 11

health care today focuses on physical and mental health and includes prevention, wellness, and acute and chronic care. this requires a team approach with physicians and other allied health professionals including nutritionists, medical assistants, nurse practitioners, therapists, and many others

Question 12

What is patient centered care?

Answer 12

patients are assuming a greater role in understanding and managing their own health. a cooperative and communicative relationship between the provider and the patient is necessary to address the health care needs of each individual.

Question 13

What is coordinated care?

Answer 13

given the cast array of specialists available and the need to refer patients to a variety of resources, it is imperative to have a central coordinator to ensure effective communication and delivery of care among the providers.

Question 14

What are accessible services?

Answer 14

focuses on available hours of services and limited waiting times, as well as the availability of around-the-clock access to members of the health care team through various modalities of communication.