Communication Module Flashcards
Who do you need to call for assistance if a patient or caller is unhappy?
SUPERVISOR
Supervisors are typically trained to handle difficult situations and provide support.
What should you do when a patient states something?
PUT WHAT THEY SAY IN QUOTATIONS
This ensures accurate documentation of the patient’s words.
What can cause patients to have an inability to trust?
CULTURE DIFFERENCES
Cultural differences can impact communication and expectations in healthcare.
Who should you notify if a patient provides a poor report about the care that was provided?
Notify the provider
It’s essential to inform the healthcare provider to address the patient’s concerns.
What tone should you use when speaking to a patient?
NEUTRAL TONE
A neutral tone helps to avoid misunderstandings and conveys professionalism.
When speaking to a patient who has a hearing difficulty, how should you speak?
Face the patient when speaking
This helps improve communication and allows the patient to read lips.
What can you provide to a patient with short term memory loss?
Easy to read handouts
Handouts can reinforce information and aid in patient understanding.
What type of communication involves fidgeting and anxiousness?
Passive Communication
Passive communication can indicate discomfort or uncertainty.
What is an example of positive non-verbal behavior?
Leaning towards the patient
This indicates engagement and attentiveness.
Using the SOAP method, where should you document a patient’s statement about frequent headaches?
Subjective
Subjective data includes what the patient reports about their condition.
What should you do to understand the patient’s message during an interview?
Paraphrase what they tell you
Paraphrasing confirms understanding and clarifies information.
What can prevent a patient from comprehending an informed consent?
Language barrier
Language barriers can lead to misunderstandings regarding consent.
What types of questions should you ask your patients?
Open-ended Questions
Open-ended questions encourage patients to provide more detailed responses.
What is a method for gaining additional information?
Ask Open-ended questions
This technique helps to elicit more comprehensive answers from patients.
What action should you take when dealing with an angry patient?
Allow the patient to talk through their anger
Listening can help de-escalate the situation and validate the patient’s feelings.
If you have an angry patient, where should you have them wait?
PRIVATE AREA
A private area provides confidentiality and comfort for the patient.
What type of questions do you want to ask the patient to obtain additional information?
OPEN ENDED QUESTIONS
These questions allow for more detailed responses and insights.
If a patient has cognitive impairment causing short term memory loss, what can you provide to assist them?
Provide easy to read handouts
Handouts can help reinforce important information for better recall.
How should you address a patient with hearing loss?
Face the patient and speak clearly
Clear speech and lip reading can facilitate better communication.
