Fall 2020 Final Flashcards
1
Q
what is empathy?
A
the ability to share someone else’s feelings or experiences by imagining what it would be like to be in that person’s situation
2
Q
What are the signs of an empathetic listener?
A
eye contact, postural position, verbal quality, verbal messages
3
Q
What are the stages of the empathetic process?
A
Identification, incorporation, reverberation, detachment
4
Q
What influences one’s position on the trust-mistrust continuum?
A
past experiences with trust/mistrust, current exposure to situations, relationship that evokes trust
5
Q
What are some provider behaviors that evoke trust through confirmation?
A
active listening, expressions of positive regard, supportive responsiveness, appreciation of patient’s uniqueness
6
Q
What is the process of establishing trust?
A
Initiation, Implementation, Termination
7
Q
What are some ruling-in and ruling-out concepts?
A
direct questions that seek clarity, patient might need to recall a past experience and compare to the present, provider is providing support and reassurance
8
Q
What is an interpretive question?
A
not used to collect data, expresses provider opinions, disguised accusation
9
Q
What is a self-disclosure question?
A
not used to collect data, expresses provider opinions, disguised accusation
10
Q
What is an advisement question?
A
questions that give advice or attempt to persuade
11
Q
What is a defensive question?
A
used to avoid the spotlight, avoid discomfort of the moment
12
Q
What is a deleterious question?
A
frequently misused, continual asking of questions that can have a negative effect
13
Q
What is a close-ended question?
A
close-ended ask for a short answer/info gathered is incomplete, restrict range of responses, keep conversation focused
14
Q
What is an open-ended question?
A
open-ended ask for more detail, give patient’s control, invite full disclosure
15
Q
What is a self-disclosure?
A
any statement made to a patient that describes a provider’s personal experience- usually thoughts, experiences, attitudes, and feelings
16
Q
Reasons for Apathy in the Workplace
A
- lack of interest
- barriers to arrive at problem solutions
- inadequate approaches to address the problem
- sense of powerlessness
- prolonged conflict affecting group
17
Q
Two styles of conflict resolution
A
- Compromise then avoidance
2. Stalemate/impasse: inability of the parties to move forward and settle conflict
18
Q
Steps in Conflict Resolution
A
- Securing a mediator
- Identifying and clarifying the root cause of the conflict
- establishing common goals
- reaching and acknowledging agreement
19
Q
Guidelines of Conflict Resolution
A
- active listening
- reframing
- assertive not aggressive
20
Q
Conflict Resolution Skills
A
- active listening
- identify conflict triggers and consequences
- establish common goals
- reframe
- accommodate POVs
- compromise when needed
- reach agreement
- acknowledge agreement
21
Q
Ineffective Conflict Resolution Skills
A
- ignoring the problem
- not listening
- not compromising
- not following agreement
22
Q
Why is family engagement important in health care?
A
essential in formulating, implementing, and evaluating health care interventions and programs
23
Q
Family Stress Theory
A
Views the family in evolving stressful situations where stressors occur and resolve throughout the life of the family
24
Q
Obtaining Information about Family Health and Relationships
A
- Family’s previous experiences and beliefs about patient’s condition
- Knowledge and understanding of health condition
- Health and medical concerns of other family members
- Family relationship and roles
25
When and by whom are self disclosures made? What are the categories?
made by both patients and providers, in intimate circumstances or to many people, categorized as here-and-now, present experience, or historical
26
What are two concepts of health literacy?
- defined as the skills and knowledge necessary to understand illness and treatment, and the ability to navigate the health care system
- health literacy is not related to years of education
27
What are some barriers to health literacy?
demographic, health status, complexity of illness/treatment, illness experience, health care system exposure, mission of institution, organization of services, provider to patient proportions
28
What are the stages of the cultural competence continuum?
Destructiveness, incapacity, blindness, pre-competence, competence, proficiency
29
How does a patient's cultural identity influence their healthcare?
They may not want to receive certain types of care due to their beliefs (medications, procedures, etc) or they might be afraid to seek care due to discrimination, modesty, alternative medicine, or cultural normalities
30
Why is it important for providers to be culturally competent?
They are able to provide better care for the patient, build trust with the patient, and make the patient comfortable with seeking healthcare
31
Home Visit Programs
gives pregnant women and families, particularly those considered at-risk, necessary resources and skills to raise children who are physically, socially, and emotionally healthy and ready to learn
32
Motivational Interviewing
counseling method that helps people resolve ambivalent feelings and insecurities and find the internal motivation they need to change their behavior
33
Motivational Interviewing Techniques
- Open-ended questions
- Reinforcing statements can emphasize that change is possible
- reinforce success in achieving goals
- affirming
- reflective listening
- summarizing
34
What are Electronic Health Records (EHR)?
centralized databases containing health care history that can be shared across many health care systems (more detailed than EMR databases)
35
What is m-health?
use of devices to collect and transmit health information, frequently with use of health-related apps
36
Highlights of the IOM Report "To Err is Human"
outcomes of HIT + Health Care Delivery System: medication errors reduced, clinical decisions are more evidence based, patient records are more accessible and safely stored, more efficient reporting and tracking of patient data
37
Factors influencing change in health care delivery systems
social influences, public health programs, existing health problems, levels of technology
38
EHR and IOM requirements
clinical documentation, test and imaging results, computerized provider-order entry, decision support
39
Health care organizations and reform are influenced by
advances in medical science, development of specialized technology, development of professional training, growth of health insurance, role of government
40
What is managed care?
system of managing and financing care delivery (the way care is structured for reimbursement)
41
What is case management?
A technique used to monitor and coordinate treatment of patients
42
How are access and provider communication related?
Without access, there can be no communication; however, access does not guarantee good communication
43
Methods of nonverbal communication
facial expression, posture, movement or gestures, body position
44
Two Principles related to communication
Principle of Function or Utility of Communication: what people perceive and express is influenced by their need to perceive and express
The Principle of Process: statements first analyzed from standpoint of function, then from ongoing and ever changing processes
45
Access in health care concepts
1. Too many lack access to care and lack leads to early mortality
2. Less access leads to health disparities
3. Access has improved over the years but affordability has not
46
What are the three major deficiencies in health care?
Affordability, accessibility, accountability
47
What is access in health care?
How easily the patient can physically reach the provider's location/the timely use of health care services to achieve quality care
48
What is availability in health care?
Factors impacting proximity to services/factors impacting ability of patient to search for services
49
Therapeutic Reasons to Use Silence
provides space for reflection in order to assess and analyze the patient's condition, communicates empathy and compassion, encourages patient to take the lead in explaining their condition and experiences fully
50
Stages of Change (Used to Assess Readiness of Patient)
confusion/uncertainty, awareness, understanding, constructive action, learning
51
What is Reflection?
restatement or paraphrasing of what the patient has communicated
52
What is Interpretation?
One links past and present events or links theoretical significance with patient's experience
53
Outcomes/uses for Therapeutic Reflection
reduces sense of isolation and loneliness, promotes patient's positive self worth
54
What is the main goal of therapeutic reflection?
To convey empathy and explore the needs of the patient
55
What is role reversal with relation to self disclosure?
provider becomes the helpee and the patient becomes the helper. can be inappropriate. happens when provider makes an inappropriate self disclosure
56
What are the formats of questions?
close-ended (yes or no answers), open-ended (requires sentences), multiple choice (options of answers are given)
57
How do self-disclosures help the patient?
- facilitate increased disclosure by the client, which should result in increased understanding of the problem at hand
- helps to acknowledge the therapeutic relationship as a fundamental healing source
58
Three types of self disclosure
1. Personal History
2. Values
3. Emotions and Reactions
59
Patient Decisions for End-of-Life Care
- patients' rights for self-determination must be protected
| - patients have a legal right to be informed and consulted in relation to DNR decisions
60
End-of-Life Care
health care for a person with a terminal condition that has become advanced, progressive, and/or incurable
61
Stages of Adaptation to Illness
1. Alarm
2. Resistance (positive)
3. Exhaustion (negative)
62
What are the two stages of group development?
1. Group Content: Driven by the task to be accomplished, the reason for group existence
2. Group Process: Manner in which the group works together
63
Stages of Small Group Development (Tuckman and Jensen Model)
1. Forming
2. Storming
3. Norming
4. Performing
5. Adjourning
64
Ways to improve team communication
- adequate preparation
- preparing meaningful agendas
- being respectful of time
65
Confidential Communications
personal or private matters that are revealed to a provider who cannot be compelled by law to repeat the communication as a witness against the patient
66
What does HIPAA ensure?
patient confidentiality; the right to privacy of information
67
What is the PSDA (Patient Self Determination Act)?
federal law that informs patients of their rights regarding decisions surrounding their medical care; includes protection from deception
68
Consumer Rights According to the American Hospital Association
1. Right to Safety
2. Right to be Informed
3. Right to Choose
4. Right to be Heard
69
Two types of conflict in health care
1. Task Related
| 2. Relationship Related: most common and influenced by provider's values, attitudes, experiences, and beliefs
70
Patient-Provider Privilege
the concept that communications between a patient and his or her doctor will be protected from disclosure to third parties and cannot be used against the patient in court or other legal proceedings
71
Tarasoff v. Regents of the University of California, 1974
mental health professionals have the duty to protect persons who are or might become threatened with bodily harm by a patient they have counseled
72
What are informed choice and consent?
provider explains a medical treatment to a patient before the patient agrees to it. This type of communication lets the patient ask questions and accept or deny treatment
73
Why is truth telling so important?
- linked to patients' informed choice and consent
- Health care providers are ethically and morally obligated to respect the individuality of all patients who are recipients of their care
74
How does a provider communicate with plain language?
present important points first, organize complex thoughts and ideas into understandable parts, use simple terminology and language, define technical terms, use the active voice
75
What is a crisis? What are the three types?
time of intense stress or difficulty; developmental, situational, existential
76
Themes explaining conflict
- role misunderstanding
- threats to self identity
- differences in conflict management
- workplace demotivation
77
Problematic Behavior
- Aggressive
- Silent/withdrawn
- Shy
- Domineering
- Attention-seeking
- Bored/detached
78
What do conflicts in health care groups affect?
the entire system including the patients, patients' families, and legal department
79
What is an ad hoc group and where are they found?
a group that is necessary or created for a particular purpose as necessary; Emergency or urgent care settings
80
How are disagreements and tensions different from conflict?
Many conflicts might start as disagreements, but not all disagreements escalate to conflict; conflict is more severe
