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Certified Medical Assistant > Module 16: Communication and Customer Service > Flashcards

Module 16: Communication and Customer Service Flashcards

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USMLE® Step 1 flashcards
1
Q

first step in providing positive experience for pt

A

professionalism

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2
Q

communication cycle

A
  • sender develops message
  • message encoded into transmittable format
  • message transmitted (oral, written, symbolic, nonverbal)
  • receiver decodes message
  • receiver converts message into understanding
  • feedback: determines understanding
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3
Q

verbal communication

A
  • sharing info by speech
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4
Q

nonverbal communication

A
  • elements of speech aside from words
  • gestures, facial expressions, body posture, stance, eye movement, appearance
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5
Q

analytical communicator

A
  • prefers to work with real numbers, facts, data
  • little emphasis on feelings
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6
Q

intuitive communicator

A
  • prefers to look at big picture
  • efficient but can result in more questions than answers if too broad of an approach is used
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7
Q

functional communicator

A
  • prefers organized approach
  • timelines and detailed plans
  • step-by-step method to solve problems and communicate info
  • effective if pt does not become overwhelmed by details
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8
Q

personal communicator

A
  • uses emotional language and connections
  • cares what people think
  • feel in response to info given
  • good listeners
  • resolve conflict easily
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9
Q

how to communicate with pts

A
  • display professionalism
  • use skilled interviewing techniques (open and closed-ended questions)
  • provide empathy
  • practice collaboration
  • embrace technology (w/o overwhelming pt)
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10
Q

open-ended questions

A
  • provide qualitative and quantitative info
  • used at beginning of visit to determine reason
  • pt use own words to describe things
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11
Q

closed-ended questions

A
  • provide set of answers for pt to choose from
  • yes/no or multiple choice
  • provide clear and concise info
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12
Q

leading questions

A
  • suggest desired answer
  • avoid these
  • can coerce pt into response
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13
Q

active listening

A
  • mindfully hearing and attempting to comprehend meaning of spoken words
  • sounds indicating attentiveness
  • giving feedback
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14
Q

boundaries of medical assistant

A
  • do not discuss personal life
  • do not share personal stories or experiences
  • do not give pts gifts
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15
Q

ways to engage with pts and their families

A
  • include pt in process: asking about expectations and preferences
  • practice active listening: value input from pt and family, listen and trust
  • communicate effectively
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16
Q

what are pt satisfaction surveys used for

A
  • create new incentives for healthcare facilities
  • improve quality of care
  • enhance accountability
  • alter office policies to address pt needs
17
Q

positive reinforcement

A
  • desirable behavior is encouraged by presenting reward
  • produces new behaviors and opens communication
  • aids in growth, success, overall well-being
18
Q

which is better: he passed away OR he died

A

he died

19
Q

which is better: im listening OR im all ears

A

im listening

20
Q

which is better: youre in good health OR you’re fit as a fiddle

A

youre in good health

21
Q

barriers to communication

A
  • language
  • culture
  • cognitive level
  • developmental stage
  • sensory issues
  • physical disabilities
22
Q

basic phone etiquette

A
  • identify self in calm and confident tone at beginning of call
  • conduct call in quiet environment
  • speak slowly
  • use clear and concise language
  • repeat necessary info while leaving a message
23
Q

calls from pts and caregivers

A
  • verify person speaking is pt or has authority to discuss pt info
  • ask person to repeat back info to ensure understanding
  • document call and what was discussed in pt health record
24
Q

internal communications

A
  • sharing info within organization for business purposes
  • included face-to-face conversations, phone calls, interoffice mail, paging, faxing, closed-circuit television, e-mail
25
Q

external communication

A
  • transmission of info between business and another person or entity outside of company environment
  • includes face-to-face, print media, broadcast media, electronic communication
26
Q

business letter format

A
  • heading: letterhead and dateline (month fully spelled out, day, and year)
  • opening: recipient’s address and salutation
  • body: content and info to be communicated
  • closing: complimentary closing and signature
27
Q

fax machines

A
  • allow documents to be securely transmitted with end-to-end encryption
  • always use cover sheet
28
Q

patient portal

A
  • around the clock access to personal health info
  • request refills, make scheduling requests, communicate with providers, make payments, view lab reports
  • increases communication
29
Q

techniques to work with angry pts

A
  • remain calm
  • use active listening
  • use therapeutic communication
  • display empathy and apologize
  • offer solution
30
Q

when to refer problems to a superior

A
  • if pt is upset and no solution can be offered
31
Q

incident reports

A
  • document incidents or events involving pts, visitors, and staff
  • not put in pt record
32
Q

reminders for completing incident report

A
  • only staff involved should complete form
  • all text is legible
  • don’t leave any section blank
  • only include factual info, identify source of quote or subjective info
  • provide sufficient detail
  • document if medical care is warranted
  • notify supervisor based on office policies
33
Q

denial

A
  • most commonly used defense mechanism
  • refuse to accept what is being communicated
  • can be healthy in early stages
  • no successful communication until pt accepts info
  • allow pt time to digest info and provide further communication
  • support system to assist pt through denial
34
Q

regression

A
  • pt reverts to previous action or time in life when felt more secure
  • often in children
  • unconscious defense mechanism
  • provide patience and support
35
Q

projection and displacement

A
  • used to protect ego by placing blame on something else
  • verbal or physical actions aimed at releasing anger
  • ex: told to get X-ray and doesn’t, finds out has lung cancer, projects guilt at provider by getting angry, displacement by yelling at loved ones to release anger
  • ensure personal safety and don’t become defensive
36
Q

repression

A
  • unhealthy defense mechanism
  • protects individual from remembering bad events
  • do not inform pt of this reality
  • addressed with psychologist or psychiatrist
  • not PTSD where pt is aware of stressors
  • pt has repressed memory and it is not known to them
37
Q

sublimation

A
  • using socially acceptable and constructive substitutes for unacceptable action related to an impulse
  • ex: becomes spokesperson for cancer to cope with diagnosis of cancer
  • use good active listening to detect this
38
Q

how to engage in crucial conversations

A
  • consider safety first: pt feels comfortable
  • demonstrate empathy not sympathy
  • stick with facts: remain objective
  • watch words and actions: approach convo with purpose and appropriate dialogue, no sarcasm
  • use active listening

Certified Medical Assistant (40 decks)

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