Module 16: Communication and Customer Service

Question 1

first step in providing positive experience for pt

Answer 1

professionalism

Question 2

communication cycle

Answer 2

• 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

Question 3

verbal communication

Answer 3

• sharing info by speech

Question 4

nonverbal communication

Answer 4

• elements of speech aside from words
• gestures, facial expressions, body posture, stance, eye movement, appearance

Question 5

analytical communicator

Answer 5

• prefers to work with real numbers, facts, data
• little emphasis on feelings

Question 6

intuitive communicator

Answer 6

• prefers to look at big picture
• efficient but can result in more questions than answers if too broad of an approach is used

Question 7

functional communicator

Answer 7

• 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

Question 8

personal communicator

Answer 8

• uses emotional language and connections
• cares what people think
• feel in response to info given
• good listeners
• resolve conflict easily

Question 9

how to communicate with pts

Answer 9

• display professionalism
• use skilled interviewing techniques (open and closed-ended questions)
• provide empathy
• practice collaboration
• embrace technology (w/o overwhelming pt)

Question 10

open-ended questions

Answer 10

• provide qualitative and quantitative info
• used at beginning of visit to determine reason
• pt use own words to describe things

Question 11

closed-ended questions

Answer 11

• provide set of answers for pt to choose from
• yes/no or multiple choice
• provide clear and concise info

Question 12

leading questions

Answer 12

• suggest desired answer
• avoid these
• can coerce pt into response

Question 13

active listening

Answer 13

• mindfully hearing and attempting to comprehend meaning of spoken words
• sounds indicating attentiveness
• giving feedback

Question 14

boundaries of medical assistant

Answer 14

• do not discuss personal life
• do not share personal stories or experiences
• do not give pts gifts

Question 15

ways to engage with pts and their families

Answer 15

• include pt in process: asking about expectations and preferences
• practice active listening: value input from pt and family, listen and trust
• communicate effectively

Question 16

what are pt satisfaction surveys used for

Answer 16

• create new incentives for healthcare facilities
• improve quality of care
• enhance accountability
• alter office policies to address pt needs

Question 17

positive reinforcement

Answer 17

• desirable behavior is encouraged by presenting reward
• produces new behaviors and opens communication
• aids in growth, success, overall well-being

Question 18

which is better: he passed away OR he died

Answer 18

he died

Question 19

which is better: im listening OR im all ears

Answer 19

im listening

Question 20

which is better: youre in good health OR you’re fit as a fiddle

Answer 20

youre in good health

Question 21

barriers to communication

Answer 21

• language
• culture
• cognitive level
• developmental stage
• sensory issues
• physical disabilities

Question 22

basic phone etiquette

Answer 22

• 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

Question 23

calls from pts and caregivers

Answer 23

• 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

Question 24

internal communications

Answer 24

• sharing info within organization for business purposes
• included face-to-face conversations, phone calls, interoffice mail, paging, faxing, closed-circuit television, e-mail

Question 25

external communication

Answer 25

- transmission of info between business and another person or entity outside of company environment - includes face-to-face, print media, broadcast media, electronic communication

Question 26

business letter format

Answer 26

- 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

Question 27

fax machines

Answer 27

- allow documents to be securely transmitted with end-to-end encryption - always use cover sheet

Question 28

patient portal

Answer 28

- around the clock access to personal health info - request refills, make scheduling requests, communicate with providers, make payments, view lab reports - increases communication

Question 29

techniques to work with angry pts

Answer 29

- remain calm - use active listening - use therapeutic communication - display empathy and apologize - offer solution

Question 30

when to refer problems to a superior

Answer 30

- if pt is upset and no solution can be offered

Question 31

incident reports

Answer 31

- document incidents or events involving pts, visitors, and staff - not put in pt record

Question 32

reminders for completing incident report

Answer 32

- 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

Question 33

denial

Answer 33

- 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

Question 34

regression

Answer 34

- pt reverts to previous action or time in life when felt more secure - often in children - unconscious defense mechanism - provide patience and support

Question 35

projection and displacement

Answer 35

- 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

Question 36

repression

Answer 36

- 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

Question 37

sublimation

Answer 37

- 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

Question 38

how to engage in crucial conversations

Answer 38

- 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