Module 16: Communication and Customer Service Flashcards
1
Q
first step in providing positive experience for pt
A
professionalism
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
3
Q
verbal communication
A
- sharing info by speech
4
Q
nonverbal communication
A
- elements of speech aside from words
- gestures, facial expressions, body posture, stance, eye movement, appearance
5
Q
analytical communicator
A
- prefers to work with real numbers, facts, data
- little emphasis on feelings
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
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
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
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)
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
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
12
Q
leading questions
A
- suggest desired answer
- avoid these
- can coerce pt into response
13
Q
active listening
A
- mindfully hearing and attempting to comprehend meaning of spoken words
- sounds indicating attentiveness
- giving feedback
14
Q
boundaries of medical assistant
A
- do not discuss personal life
- do not share personal stories or experiences
- do not give pts gifts
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
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
