Professional Behaviour

Question 1

Features of a good nurse

Answer 1

Tactfulness and Diplomacy 
Courtesy 
Respect
Empathy
Genuineness

Question 2

Self Disclosure

-when is it best?

Answer 2

• Self disclosure is opening up or showing something about oneself.
• We believe self disclosure brings us closer to other people.
• As an HCP you should be thoughtful and cautious about self disclosure
• Self disclosure is the most effective when used as a form of paraphrase.

It is best used when it does two things:

• Shows the other person you had a similar experience
• Has significance because it allows you to show empathy for them

Question 3

assertive communicator

Answer 3

will use clear direct language will remaining relaxed and respectful.

Question 4

aggressive communicator

Answer 4

can use confrontational and sarcastic language will maintaining a terse and often superior attitude.

Question 5

How can The Healthcare Professional Behaviour be a roadblock to communication?

Answer 5

• Providing Easy Reassurance:
• Minimizing the Patients Feelings:
• Approving/Disapproving:
• Agreeing/Disagreeing:
• Giving Your Own Advice
• Prying
• Becoming Defensive
• Demanding That the Patient Explain Their Behavior
• Making Commonplace or Cliched Comments

Question 6

Compensation

Answer 6

Patience compensate or overemphasize a certain trait because to make up for what they perceive as deficiency or failure.

Question 7

Displacement

Answer 7

Occurs when it’s impossible for the patient to accept ownership of certain thoughts feelings and needs and attributes them two more acceptable substitute , someone outside of the self. Example dad of kid with cancer displaces anger onto the doctor.

Question 8

Dissociation

Answer 8

Patient attempts to disconnect the emotional significance of certain ideas or events from those ideas or events

Question 9

Identification

Answer 9

Patient mimics the behavior of someone else to conceal their own natural behavior because they believe such behavior is inadequate.

Question 10

Projection

Answer 10

The patient projects onto another person their own feelings as if the feelings originate in the other person.

Question 11

Rationalization

Answer 11

The patient uses false reasoning to justify inappropriate or unacceptable behavior hoping to make the behavior tolerable.

Question 12

Repression

Answer 12

The patient simply puts out of their mind painful or difficult thoughts feelings or ideas

Question 13

Regression

Answer 13

a patient is regressing when they unconsciously return to immature or even infantile behaviors or thoughts

Question 14

Angry Patients

Answer 14

• Patience can become angry for a variety of reasons such as unfair treatment, personal slight or insult, frustration over illness.
• Steps to help deal with angry patients include:
-Learn to recognize anger, stay calm respectful and genuine
-Stay focused on the patient’s physical and medical needs
-Use appropriate nonverbal communication
-Resist the urge to defend yourself
-Encourage the patient to be specific when describing the reasons for their anger
-Calmly and firmly present your point of view to help the patient understand what happened, be sure to follow through completely on any promises you make in addressing the problem
-Ask if the patient needs a few minutes to collect their thoughts and emotions
-If you feel threatened leave the room immediately

Question 15

Anxious Patients

Answer 15

• Patients can be anxious for reasons such as just being present in a medical practice, suspect they are ill, a family member may be ill.
• Steps to help recognize and deal with anxious patients:
-Identified the signs of anxiety in the patient
-Acknowledged the patience anxiety to the patient, use appropriate nonverbal communication
-Identified possible sources of the patient’s anxiety
-Make sure the patient is as comfortable as possible physically
-Determine what types of support the patient has, work to create a climate of warmth acceptance and trust
-Never minimize or make light of the patient’s anxiety
-Try to help the patient cope with their anxiety by providing truthful information about the source of the anxiety
-Notified the physician of the patients concerns

Question 16

Communication with Other Team Members

Answer 16

• Always Use an Appropriate Means of Communication with Coworkers [you may need to resolve a dispite with them]
• The Appropriate Attitude Is Assertive Not Aggressive
• Always Choose an Appropriate Time and Place for Important Communication [respect their time]

Question 17

Communication With Your Supervisor

Answer 17

• Keep Supervisors Informed
• Ask Questions
• Minimize Interruptions of Your Supervisors Time
• Show Initiative

Question 18

HIPAA stand for

Answer 18

Health Insurance Portability and Accountability Act

Question 19

HIPAA part 1

Answer 19

Title I: Health Insurance Reform
Initially enacted to protect workers in the United States from being denied health insurance coverage when they changed jobs.

Question 20

HIPAA part 2

Answer 20

Title II: Administrative Simplification
• Contains strict requirements on the protection maintenance use an electronic transfer of confidential patient data and health information.
• Privacy rule to protect patient’s rights by ensuring the privacy of patient’s health information.
• Involves having in place privacy policies and procedures, notifying patients of their privacy rights training employees to understand these policies, appointing a privacy official, safeguarding patient’s records.

Question 21

Information Disclosure

• what’s permitted
• exceptions

Answer 21

• Permitted: The use and disclosure of patient information is permitted only for the treatment, payment and health care operations.
• Exceptions: court orders, workers compensation cases, statutory reports and research.