Term
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Definition
| Stimulation of motivation to communicate. |
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Term
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Definition
| Person who delivers a message. |
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Term
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Definition
| Person who recieves a message and decodes it. |
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Term
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Definition
| Content of a communication, including non-verbal, and symbolic language. |
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Term
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Definition
| Mode of conveying a message, including vision, hearing, and touch. |
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Term
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Definition
| Message returned by a reciever as a response to the senders message. |
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Term
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Definition
| Setting in which a communication experience occurs. |
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Term
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Definition
| Factors that impact a reciever's interpretation of a message, such as a biases. |
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Term
| Active listening involves what? |
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Definition
| 90% listening and 10% speaking |
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Term
| What are the different communication styles? |
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Definition
| Passive, Passive-aggressive, Assertive, and Aggressive |
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Term
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Definition
| Quality of submitting or yielding without offering resistance. |
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Term
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Definition
| Manipulative behavior that appears passive initially, but then retaliates. |
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Term
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Definition
| Quality of advocating to one's own rights while respecting the rights of others. |
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Term
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Definition
| Striving to meet one's own needs while disregarding the rights and needs of others. |
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Term
| What does verbal communication involve? |
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Definition
| Tone, emphasis, and pauses. Speaking clearly, and enunciating properly. |
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Term
| What does non-verbal communication involve? |
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Definition
| Body language, eye contact, and facial expression. |
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Term
| What are some communication challenges? |
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Definition
| Hearing impaired, the deaf, visually impaired, aphasics (loss of the power to use or understand words) and Alzeimer's Disease and related disorders. |
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Term
| How do you communicate with the hearing impaired? |
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Definition
| If the person has a hearing aid, make sure it is on and working properly. Sit directly in front of the person, and be on the same level as the person. Keep hands away from face when speaking. Reduce background noise, and write messages if necessary. |
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Term
| How do you communicate with the deaf? |
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Definition
| Similar to the hearing impaired, write messages if the person can read, use pictograms or other illistration devices to facilitate communication. |
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Term
| How do you communicate with the visually impaired? |
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Definition
| Describe the room layout, who is in the room and what is happening. Tell the person when people leave or enter the room, and before touching them. |
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Term
| How do you communicate with aphasics? |
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Definition
| Be patient, let the patient know when you don't understand them. Ask how they best communicate. Use pictograms or writing. |
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Term
| How do you communicate with persons with Alzeimer's Disease or related disorders? |
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Definition
| Always approach the person from the front, speak normal, minimize hand movement and sensory stimulation. Maintain eye contact and smile. Be respectful of their personal space, and maintain distance. Use a low pitched voice, ask one question at a time to avoid confusion. |
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Term
| What are some of the most common defense mechanisms? |
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Definition
| Rationalization, Compensation, Regression, Repression, Displacement, Denial, and Projection |
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Term
| Compensation (defense mechanism) |
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Definition
| A person offsets feelings of inadequacy by achievment in another aspect. |
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Term
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Definition
| Unhealthy coping strategy. |
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Term
| Denial (defense mechanism) |
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Definition
| When a person refuses to acknowledge the validity or reality of something that is obvious to others. |
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Term
| Displacement (defense mechanism) |
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Definition
| When a person expresses anger or another emotion at a person or object that is not the cause of those feelings. |
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Term
| Projection (defense mechanism) |
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Definition
| When a person accuses others of that person's own feelings, attitudes, or behaviors. |
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Term
| Rationalization (defense mechanism) |
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Definition
| When a person makes excuses to justify inappropriate behaviors. |
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Term
| Regression (defense mechanism) |
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Definition
| When a person reverts to behaviors associated with earlier (younger) developmental stages. |
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Term
| Repression (defende mechanism) |
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Definition
| When a person eliminates from conscious thought traumatic memories, or painful or conflictual thoughts, or impulses that the person belives are unacceptable. |
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Term
| What are some strategies for dealing with difficult people? |
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Definition
*Focusing on the patient
*Acknowledge the patient
*Validating the patient's feelings
*Using "I" language
*Moving to a solution
*Setting boundaries |
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Term
| What is Initiation, and what part of the patient interview is it? |
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Definition
| The medical assistant introduces themself, and asks for the purpose of the visit. This is the begining of the interview. |
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Term
| What is the Body of the patient interview? |
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Definition
| In the second part of the interview the medical assistant gathers more information about the nature of the patient's problems, as well as thier goals and expectations for care. |
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Term
| What is the summary portion of the patient interview? |
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Definition
| The last part of the interview the medical assistant will briefly summarize the main points and allow the patient to make additions, or corrections. |
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Term
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Definition
| Validates the patients feelings and concerns. |
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Term
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Definition
| Seeks specific information and invites a reply in the form of one word answers. |
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Term
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Definition
| Checks understanding of the patient's message and invites confirmation or correction. |
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Term
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Definition
| Guides the patient to discuss a topic indicated by the interviewer. |
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Term
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Definition
| Encourages the patient to elaborate on a subject. |
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Term
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Definition
| Guides the patient back to a relevant subject. |
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Term
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Definition
| Allows the patient ample opportunity to process information. |
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Term
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Definition
| Non-verbal communication that indicates the medical assistant is listening and attending to the patient. |
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Term
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Definition
| Clarifies key issues for the medical assistant and the patient. |
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Term
Give an alternative strategy for each interviewing obstacle:
*Offering opinions and advice
*Using technical language |
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Definition
*Try answering a question with a question.
*Choose language that is easily understood. |
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Term
Give an alternative strategy for each interviewing obstacle:
*Offering False reassurance
*Talking too much
*Asking judgemental questions |
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Definition
*Use reflection to acknowledge the patient's concers.
*Effective communication happens when a person talks less and listens more.
*Practice ways to word delicate or personal questions. |
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Term
| What strategies should a medical assistant use with a talkative patient? |
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Definition
*Set clear expectations
*Ask closed questions
*Restate the message
*Redirect |
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Term
| What strategies should a medical assistant use with a quiet patient? |
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Definition
*Use open-ended questions
*Practice wording questions ahead of time
*Use direvtive statements |
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Term
| Provide four functions of the patient's medical chart: |
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Definition
1-Record of patient's medical history
2-Recording on going care
3-Communication tool
4-Legal document |
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Term
| The standard medical history includes what? |
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Definition
*Database
*Post medical history
*Family history
*Social history |
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Term
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Definition
| Logistical data, such as patient's name, address, date of birth(DOB), insurance coverage, initial physical findings, and initial laboratory test result. |
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Term
| Post Medical History(PMH) |
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Definition
| Immonizations, allergies, prior surgies, past or current disorders and diseases, and traumatic injuries. |
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Term
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Definition
| Health information about parents, siblings, and children. |
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Term
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Definition
| Patient's lifestyle, and activities they engage in. |
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Term
| How to communicate with children: |
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Definition
| Drop to eye level, speak at a normal volume, use simple explainations before doing procedures, and be honest. Allow child to be with their parents or on their laps if possible. Include the child in the conversation and to touch some of the equipment to help them become more comfortable. |
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Term
| How to communicate with older children and adolscents: |
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Definition
| Take extra care to provide privacy, in this age group children and young adults can be very self conscience about their bodies.Assure patients of their normalcy, answer questions, and be honest. |
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Term
| How to communiccate with elderly patients: |
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Definition
| Adapt communication techniques for any sensory or perceptual deficits, allow time to process information. Do not assume elderly patients are hard of hearing, forgetful, or senile. Convey respect and address the patient by last name unless otherwise requested. |
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Term
| Source-oriented Medical Record |
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Definition
| System of documentation that includes a note for each patient visit, arranged in reverse chronological order. |
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Term
| Problem-oriented Medical Record |
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Definition
| System of documentation that includes the database, problem list, plan, and progress note. |
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Term
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Definition
| Subjective, Objective, Assesment, Plan of care, and Evaluation |
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Term
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Definition
| Information only known by the patient and must be shared by the patient in order for the health care team to be aware. |
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Term
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Definition
| Data obtained through the observation of the health care provider. |
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Term
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Definition
| Physicians conclusion about the patient's condition, or the diagnoses. |
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Term
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Definition
| Where the physician describes how the patient's health problem will be further evaluated or treated. |
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Term
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Definition
| Describes the patient's understanding of the overall plan as well as their compliance with it. |
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Term
| How can a medical assistant provide clear communication on the telephone? |
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Definition
| Speak clearly in a comfortable volume, using a pleasant tone. Do not use jargon or slang terms, adhere to telephone ettiquette, enunciate, and use proper pronunciation. |
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Term
| What should be asked before putting a caller on hold? |
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Definition
| 'If' it is ok to put them on hold, and if it is an emergency, triage the to asses emergency status. |
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Term
| What is the proper information to collect when taking a telephone message? |
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Definition
*Name of the caller
*Date and time of the call
*Return phone number, and if they would like a call back (best time to be reached) or if they plan to call again at a later time.
*Nature of call
*Initial or sign |
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