LECTURE II

Question 1

not mutually exclusive; in fact, only when these aspects of care are combined in the health care setting are we able to satisfy the needs of our patients and provide the quality they have to expect.

Answer 1

Caring and quality service

Question 2

stipulates that patient and family complaint systems must be in place and available for use as part of a continuous quality improvement program.

Answer 2

The Joint Commission (TJC)

Question 3

4 The Joint Commission (TJC)

Answer 3

Plan, Do, Check and Act

Question 4

What do the patients expect?

Answer 4

• kindness and respect
• safety and security (esp. in unfamiliar environment)
• to be comfortable
• to be free of pain and discomfort - privacy
• their individual beliefs, wants and needs to be accommodated

Question 5

the quality or state of having many different forms, ideas, etc.

Answer 5

Diversity

Question 6

affects the perception of each patient on the quality customer service

Answer 6

Diversity

Question 7

Tips for Successful Caregiver and Patient Interaction Across Cultures

Answer 7

1. Don’t treat the patient in the same manner you would want to be treated
2. Begin by being more formal with patients who were born in another culture.
3. Don’t put off the patient fails to look you in the eye or to ask questions about treatment.
4. Don’t make any assumptions regarding the patient’s the patients concepts about the ways to maintained health, the causes of illness, or the means to prevent or cure illness.

Question 8

Tips for Communication Directly with limited English-Speaking Patients

Answer 8

1. Speak slowly, not loudly.
2. Face the patient and make extensive use of gestures, pictures, and facial expressions.Watch patients face, eyes, and body language carefully.
3. Avoid difficult and uncommon words and idiomatic expressions.
4. Don’t “muddy the waters”
5. Organize what you say for easy access.
6. Rephrase and summarize often.
7. Don’t ask questions that can be answered by yes or no

Question 9

The information in these surveys is not simply a part of a lesson to be learned; it should be totally integrated into your radiography practice as a member of the health care team.

Answer 9

Selected Results of the National ConsumerTrends Survey

Question 10

indicate a strong reliance on word-of-mouth advertising and peer recommendation when selecting a hospital.

Answer 10

Survey

Question 11

identified as important factors in patients’ initial choice of a hospital and their reasons for returning to that hospital.

Answer 11

staff courtesy and quality of care

Question 12

people from outside the hospital such as patients, their families, physicians and others within the

Answer 12

Outside customers

Question 13

are members of other departments (nursing units, emergency department), co-workers, and radiologists.

Answer 13

Inside customers

Question 14

Benefits of High Service

Answer 14

Delivering high-quality customer service benefits everyone.

Question 15

can be considered points at which patients from perceptions about the quality of service being given and, in this case, the quality of care.

Answer 15

Moments ofTruth in Radiology

Question 16

part of the patient’s total experience while at the facility or interacting over the telephone.

Answer 16

customer service cycle

Question 17

can manage the cycle to ensure that quality service is delivered to each patient.

Answer 17

Radiographer

Question 18

Having the examination performed and being released are the primary events involving the radiographer; they are made up of

Answer 18

Incidents

Question 19

year-old adults should not be greeted by their first names

Answer 19

18-21

Question 20

for pediatric patients

Answer 20

First names

Question 21

Each incident may be managed as follows:

Answer 21

• The use of patient’s name with his orher title (if appropriate).
• 18-21 year-old adults should not be greeted by their first names
• First names for pediatric patients
• Greeting people with smile and a handshake

Question 22

tools of listening and empathizing, and they also make use of skills that build trust and develop solutions to problems.

Answer 22

Conflict resolution

Question 23

The first important step in conflict resolution is

Answer 23

Effective listening

Question 24

tells others that we respect what they have to say and that we are here to help if we can.

Answer 24

Effective listening

Question 25

the second important step in conflict resolution is

Answer 25

Empathizing

Question 26

is understanding and accepting the other person’s position without necessarily agreeing or disagreeing.

Answer 26

Empathy