Responsibilities of Patient Navigator

Question 0

nonverbal communication

Answer 0

gestures, eye contact, facial expressions, touch

Question 1

verbal communication

Answer 1

tone, loudness, rate of speech all affect how the message is received

Question 2

personal space

Answer 2

some people don’t like their “space” being invaded

• public space (10-12 ft)
• personal space (18 in)

Question 3

self disclosure

Answer 3

disclosing info about yourself to others, opens up conversation so patient will feel better
-don’t do negative self disclosure such as saying “I have other people to take care of”

Question 4

congruence

Answer 4

making the verbal and nonverbal cues match

-being calm and seated, doctor not standing over patient

Question 5

Empathy

Answer 5

putting yourself in the patient’s shoes

Question 6

Barriers a provider may hit

Answer 6

• generalized statements and cliches
• defensiveness (ask them why they are defensive)
• changing the subject (you’re not comfortable or ready)
• transference (preconceived notions)

Question 7

4 problem areas in a professional relationship

Answer 7

• touch
• self disclosure
• gifts
• contact with clients outside of work

Question 8

Basics of a therapeutic relationship

Answer 8

• trust
• respect
• appropriate use of power

Question 9

How to have therapeutic communications

Answer 9

• plan out your interactions and follow through

- use active listening skills

Question 10

problem solving with patient

Answer 10

help the patient come up with solutions unique to them

-think about alternatives and replan if needed

Question 11

collaboration skills

Answer 11

skills needed to provide care and adequate resources for the client

Question 12

health coaching

Answer 12

actively engaging the patient in deciding what they can achieve and provide them with education and confidence needed
-also known as “motivational interviewing”

Question 13

National Institute on Alcohol Abuse and Alcoholism

Answer 13

conducted the 1990 project MATCH which compared 3 treatments
1. cognitive behavioral therapy
2. 12 step approach
3. motivational enhancement therapy “health coaching”
and found that health coaching took less time and money

Question 14

Difference between traditional approach and health coaching

Answer 14

traditional approach-education directed “at” patient and family
health coaching-focuses on the patient and collaboration

Question 15

effective chronic illness care requires 2 things:

Answer 15

1. actively involved patient and caregiver

2. team that centers on patient and caregiver

Question 16

95%-99% of care for chronic illness is provided by who?

Answer 16

the patient themselves

Question 17

setting self management goals involves 2 steps:

Answer 17

1. start at the problem
   - asking patient what exactly is wrong
2. develop collaborative goal
   - validate patient’s feelings and capacity to deal with problem

Question 18

OARS technique

Answer 18

Open ended questions: patient opens up about their concerns
Affirming patient’s strengths: helps patient feel confident
Reflective listening: shows provider’s purpose is to be “interested”
Summary: provider repeats main points and verbalizes interest in patient concerns