Week 15: Frequent Callers Flashcards
1
Q
What is considered a frequent caller?
A
Those who call five or mote times a month or twelve times or more every three months
2
Q
What is the demographic of frequent callers?
A
- no gender difference
- polypharmacy
- homelessness
3
Q
What types of people are frequent callers?
A
- frequent fallers
- frail elderly patients
- chronic illness
- social isolation
- substance misuse
- multiple conditions
4
Q
Define frustration
A
Defined as the result of unobtained gratification or desired result
5
Q
What are causes of frustration?
A
- appropriateness assessment of presenting complaint
- inability to solve compounding issues
- negative cultural attitudes
- human factors
6
Q
How does communication change when frustrated?
A
- non-verbal communication portrays emotion
- active listening skills reduce
- solving skills and perspectives reduce
- tine of voice changes
- vocab alters
7
Q
What is moral appraisal?
A
Subconsciously we often judge patient on how deserving they are of their illness or how appropriate we feel the call is
8
Q
What are the 4 non-complaint patient stereotypes:
A
- dependant clingers
- entitled demanders
- manipulative help-rejectors
- self-destructive deniers
9
Q
Define emergency
A
An urgent, unexpected and dangerous situation which poses an immediate risk to health
10
Q
Define crisis
A
A time if intense difficultly or danger
