Communication Skills for the Healthcare Professional

Transcription

1 Communication Skills for the Healthcare Professional INSTRUCTIONS This home-study program is approved for 13.0 Category A credits by the AHRA Department of Education. Credit for this post-test expires on Use the answer sheet to mark one answer per question. You must answer 75% or more of the questions correct to pass the test. If you fail the test, we will notify you, and you may re-take the test again, up to three times. Please provide your personal information on the Post-Test Information sheet and submit it, along with your completed answer sheet, as instructed below. We recommend making a copy of your answer sheet in case your original is lost in the mail. Your certificate of completion will be mailed or faxed back to you within 1 2 business days after receipt. Upon completion, return your ANSWER SHEET and POST-TEST INFORMATION SHEET by mail or fax (please do not do both): By mail: By fax: Disclaimer: Radiologic Educational Services PO Box Olympia, WA (512) (be sure to fax all pages of your answer sheet) This activity may be available in multiple formats or from different sponsors. ARRT regulations state that an individual may not repeat a self-learning activity for credit if it was reported in the same biennium. Copyright 2018 Radiologic Educational Services. All rights reserved. No part of this test, including the post-test and/or objectives, shall be reproduced by any means without prior written permission from Radiologic Educational Services. Radiologic Educational Services PO Box Olympia, WA (800) Order online at: www. REShomestudy.com

2 Program Objectives and Outline TITLE: Communication Skills for the Healthcare Professional OBJECTIVES: 1. To explain the importance of effective communication 2. To describe the reasons that an understanding of nonverbal communication is important in healthcare 3. To identify practices for effective verbal communication 4. To identify the benefits of effective professional communication and behavior 5. To understand the unequal relationship between the healthcare professional and the patient 6. To explain how low health literacy may impact a patient s health 7. To identify the benefits of patient education 8. To discuss the ways in which our society is becoming increasingly multicultural and ethnically diverse 9. To explore the differences between electronic and face-to-face communication 10. To explain the functions and purposes of parts of speech and punctuation

3 Chapter 1 POST-TEST FOR COMMUNICATION SKILLS FOR THE HEALTHCARE PROFESSIONAL 1. Which of the following is NOT one of the three main purposes of therapeutic communication? A. To collect healthcare-related information about the patient B. To provide feedback in the form of healthcare-related information C. To help the patient and their family feel better about themselves in a clinical setting D. To assess the patient s behavior and, when appropriate, to modify that behavior 2. To put an idea into a form that can be communicated to someone else is. A. To decode the message B. To speak a special communication language C. To encode the message D. To make noise 3. Which of the following is NOT a channel over which a message may travel? A. A fax machine B. Spoken English C. A telephone D. A pencil 4. Which of the following is NOT true of noise in the communication process? A. Noise must always be loud B. Noise can inhibit communication C. Noise can prevent the receiver from understanding the message D. Noise can prevent the sender from getting their message across 5. Which of the following is NOT a form of feedback? A. A patient crying upon receiving bad news B. A patient staring off into space after a nurse explains the health benefits of quitting smoking C. A medical assistant nodding their head when a patient explains the location of pain D. A nurse washing her hands before examining a patient 6. True or False? The purpose of therapeutic communication is to advance the patient s wellbeing and care. 2

4 7. True or False? In the communication process, noise must ALWAYS be loud. 8. Anything that limits or inhibits communication can be labeled. A. Noise B. Jargon C. Loud D. Leakage 9. The communication process by which a patient s wellbeing and care are advanced is called. A. Sympathy B. Therapeutic communication C. Small talk D. Encoding 10. A patient s anxiety that prevents communication from occurring is an example of. Chapter 2 A. Noise B. Encoding C. A channel D. Feedback 11. It is generally accepted that of communication is nonverbal. A. 10% B. 50% C. 70% D. 90% 12. Of particular importance to the healthcare professional is the facial expression of. A. Pain B. Happiness C. Surprise D. Interest 3

5 13. Which of the following statements is TRUE regarding eye contact? A. Direct eye contact during a normal conversation occurs about 10% of the time B. Lack of eye contact while a patient is talking may be interpreted as avoidance or disinterest by the patient C. Speakers tend to make more eye contact than listeners D. Men tend to make more eye contact than women 14. A distance of 1.5 to 4 feet apart (about an arm s length) is referred to as distance. A. Social B. Intimate C. Public D. Personal 15. The distance is commonly used in healthcare settings where a clinical procedure is being explained or a patient is discussing a personal matter. A. Social B. Intimate C. Public D. Personal 16. The distance allows the healthcare professional to touch, examine, and care for the patient. A. Social B. Intimate C. Public D. Personal 17. In terms of position, which of the following is considered a preferred practice when interacting with a patient? A. The healthcare professional should maintain an arm s length distance in the examination room or triage area B. The healthcare professional should face away from the patient whenever possible C. The healthcare professional should stand over the patient D. When sitting with the patient, the healthcare professional should lean backward 4

6 18. In terms of touch, which of the following is considered a preferred practice when interacting with a patient? A. Touch may be used instead of words to convey a message B. Most forms of touch may be used with all patients regardless of cultural or ethnic background C. A patient should be told when, where, and how they will be touched during an exam or clinical procedure D. Touching an angry patient is an effective way to help them calm down 19. Which of the following factors contribute to the development of an ideal environment for communication between the healthcare professional and patient? A. Always stand when speaking with a patient B. Maintain a cool and aloof demeanor C. Listen to the patient without any verbal or nonverbal responses D. Maintain a friendly or neutral facial expression 20. An involuntary or subconscious gesture that expresses true feelings or attitudes is referred to as. A. Leakage B. Kinesics C. Proxemics D. Gazing 21. True or False? The facial expressions of many emotions, such as happiness, sadness, and fear, are biologically determined, universal, and learned similarly across cultures. 22. is the use of spoken words and sounds to transfer a message from one party to another. A. Nonverbal communication B. Verbal communication C. Written communication D. Mass communication 23. is an authoritative and judgmental tone, which is used to give orders, exert leadership, or pass judgment. A. Overtone B. Directive tone C. Expressive tone D. Halftone 5

7 Chapter is a spontaneous, emotional, and uninhibited tone. A. Monotone B. Directive tone C. Expressive tone D. Problem-solving tone 25. is a rational, objective, and unbiased tone, which is used to indicate to the listener that one is using the analytical portion of their brain. A. Problem-solving tone B. Expressive tone C. Sarcastic tone D. Directive tone 26. To is to use one s own words to repeat what someone else has said. A. Quote B. Use the expressive tone C. Paraphrase D. Minimize 27. To show empathy to the patient is to. A. Know what is best for the patient B. Show the patient that you also have felt pain C. Show the patient that you feel what they are feeling D. Show the patient that you feel sorry for them 28. questions lead to the kind of answers that is, longer, more detailed, and emotional answers that healthcare professionals will want to paraphrase. A. Closed B. Open-ended C. Prying D. Multiple choice 29. questions lead to short and focused answers, frequently just a yes or no. A. Closed B. Open-ended C. Multiple choice D. Rhetorical 6

8 30. questions provide the patient with alternative options from which to choose. A. Rhetorical B. Moot C. Open-ended D. Multiple choice 31. True or False? The healthcare professional should generally use the problem-solving tone when speaking to patients. 32. is to feel sadness or pity at another person s suffering. A. Empathy B. Sympathy C. Slang D. Jargon 33. is the kind of talk used before beginning to speak about more serious matters. A. Jargon B. Small talk C. Commentary D. Slang 34. is an informal form of speaking that is not standard English. A. Slang B. Small talk C. Jargon D. Commentary 35. The specialized and technical language that outsiders do NOT understand but professionals often use is. A. Slang B. Small talk C. Jargon D. Commentary 36. Which of the following is NOT an essential personal skill for a healthcare professional? A. Demonstrating tactfulness to patients and coworkers B. Showing courtesy to patients and coworkers C. Providing empathy to patients D. Showing that you are generally correct 7

9 37. Verbally, a healthcare professional can show the patient respect by: Chapter 4 A. Using an appropriate title such as Dr., Mr., Ms., or Mrs. B. Defending the quality of care when a patient complains C. Clearly explaining how they have experienced something that the patient is experiencing D. Explaining that they do not share too much information about patients with friends and family 38. When an individual is genuine, they: A. Ensure their clothing is professional in appearance B. Carry a stethoscope to all patient encounters C. Ensure that everyone they meet gets to meet their true self D. Ensure that any interpreter they work with understands the patient s language well 39. Appropriate self-disclosure works best when: A. It helps patients know the healthcare professional is genuine by hearing about their most embarrassing moments B. It allows the healthcare professional to show empathy for the patient and builds support C. It helps the healthcare professional feel more comfortable with the patient because they have told them something about themselves D. It makes the patient feel that they should share secrets with the healthcare professional 40. The difference between assertiveness and aggressiveness is important to understand because the healthcare professional: A. Needs to aggressively defend themselves when patients wrongly accuse them of providing poor care and service B. Needs to be able to comfortably and confidently express their ideas and opinions while still respecting those of others C. Needs to make sure that they assert their rights as a healthcare professional D. Needs to know when a patient is explaining a concern and when a patient is complaining 41. Showing courtesy is: A. Showing consideration for other people s feelings and needs B. Showing concern that patient complaints do not end up in court C. Making sure the patient knows how long the visit will last because healthcare professionals are very busy D. Making sure the patient knows all of the information that comes from taking their vital signs 8

10 42. HIPAA stands for: A. Healthy Impressions and Protection Accountabilities Act B. Helping Ill People Avoid Accidents Act C. Health Insurance Portability and Accountability Act D. Health Insurance Professionals Ability and Availability Act 43. The portability in HIPAA stands for: A. Ensuring that the patient and their family can get to the healthcare center B. Ensuring that the patient can take their insurance with them when they change or leave a job C. Ensuring that the patient has enough money to pay for care that insurance will not cover D. Ensuring that the patient understands that they may need to change care providers often 44. Which of the following is NOT important to remember when dealing with an angry patient? A. Learning to recognize anger B. Staying calm, respectful, and genuine C. Using appropriate nonverbal communication D. Defending yourself and coworkers against false complaints 45. True or False? It is always best to ignore angry patients until they calm down. 46. True or False? Paraphrasing is an important part of showing empathy to patients. 47. True or False? One of the most important parts of HIPAA in relation to the healthcare professional s job is patient privacy. 48. In the team approach to the patient interview, the second interview, which is conducted by the primary care provider, typically focuses on: A. Problems or concerns other than the chief complaint B. A thorough review of the first interview conducted by the nurse or medical assistant C. The chief complaint and other critical information revealed by the patient in the first interview D. Minimizing any medical concerns the patient may have 9

11 Chapter Which of the following guidelines should be employed during the patient interview? A. Call the patient by name B. Refer to the patient informally C. Use complex medical terminology D. Avoid the use of continuers 50. Which of the following guidelines should be employed during the patient interview? A. Wait until the end of the interview to ask about the chief complaint B. Paraphrase important statements C. Avoid any silent periods during the interview D. Avoid the use of short probing questions 51. True or False? Closed questions often begin with how or what. 52. True or False? The healthcare professional should ask the patient about their chief complaint first. 53. True or False? The interviewer should sit approximately an arm s length from the patient. 54. True or False? The patient s response should be recorded verbatim. 55. True or False? The patient s first name should be used only with their permission. 56. Tell me about the diet that you are on is an example of a(n). A. Indirect statement B. Direct statement C. Leading statement D. Closed statement 10

12 57. The primary goal of the interview is to identify the patient s. A. Demographics B. Chief complaint C. Hobbies D. Comfort 58. Individuals with low health literacy: A. Are less likely to go to the emergency room and be hospitalized B. Are more compliant with doctor s instructions C. Make fewer medication errors D. Are more likely to have a chronic disease and are less able to manage their care effectively 59. Which of the following strategies is MOST effective when working with a medical interpreter? Chapter 6 A. Speak directly to the medical interpreter B. Avoid the use of informal vocabulary C. Use longer sentences D. Avoid repeating important information 60. Which of the following strategies is MOST effective when working with a visually impaired patient? A. Avoid the use of the words look and see B. Tell the patient when you leave and return to the area C. Walk with the service dog between yourself and the patient D. Use gestures to supplement your verbal message 61. Which of the following statements is CORRECT regarding patients who are deaf or hard of hearing? A. The uppercase Deaf is used when referring to the audiological condition B. American Sign Language is based on English and uses a similar sentence structure and grammar C. Only about 30% of English sounds are visible on the lips, which may make speech reading difficult D. Speaking directly to the American Sign Language interpreter is recommended 11

13 62. Which of the following strategies is MOST effective when working with a deaf or hard of hearing patient? A. Gain the patient s attention before you speak B. Ensure that the light is in front of the patient who speech reads C. Speak very loudly D. If the patient has difficulty understanding the message, continue to repeat it until they do understand 63. Which of the following strategies is MOST effective when working with a patient of advanced age? A. Schedule a shorter appointment for this patient B. Avoid repeating important information C. Write down instructions for their later reference D. Avoid the use of visual aids 64. Which of the following strategies is MOST effective when working with a patient with dementia? A. Give one-step directions and instructions B. Correct the patient and inform them about what is really happening when they have delusions or hallucinations C. Maintain an intimate distance of up to 1.5 feet between yourself and the patient D. Attempt to interact with the patient immediately upon their waking up or in the evening 65. True or False? One out of ten adults has proficient health literacy. 66. True or False? Chronic confusion is referred to as delirium. Chapter Which of the following statements is TRUE regarding patient education? A. Knowledge about health is sufficient to influence health behaviors B. Patient education may result in better compliance with treatment programs C. Estimates of patient compliance with recommendations made by healthcare professionals ranges from 10 20% D. Most patients are quite knowledgeable about health and disease 12

14 68. All of the following statements regarding strategies for patient education are true EXCEPT: A. The healthcare professional should appear knowledgeable, experienced, and confident B. The healthcare professional should use their white coat C. The healthcare professional should employ the technique of demonstration and practice D. The healthcare professional should refrain from encouraging the patient to make a commitment 69. Which of the following is TRUE regarding plain language? A. The use of the third person ( patients ) instead of the second person ( you ) is recommended B. Clinical terms should be used instead of common terms C. The use of medical terminology is recommended D. Sentences should be kept short and to the point 70. Which of the following is considered a preferred practice when instructing patients? A. Link new behaviors to old behaviors B. Recommend larger changes in behavior instead of smaller changes C. Use a single instructional technique D. Eliminate old behaviors instead of adding new behaviors 71. True or False? The teaching session should focus on need-to-know information as opposed to nice-to-know information. 72. True or False? Patient education is more effective when the communication is one-way, from the healthcare professional to the patient. 73. refers to certain patient characteristics that may influence the patient s response to an instruction. These characteristics include ethnicity, socioeconomic background, age, and education level. A. Patient demographics B. Situational context C. Learning style D. Pinpointing 13

15 74. refers to the medical condition that creates the need for instruction (e.g., chronic disease, surgery, acute illness). A. Patient demographics B. Situational context C. Learning style D. Pinpointing 75. Which of the following statements is CORRECT with regard to changes in the makeup of American society? A. By 2050, Asians will make up the smallest percentage of the U.S. population B. The non-hispanic white population is slowly growing and will be the largest portion of the U.S. population by 2050 C. By 2050, the Hispanic and Asian populations should nearly triple D. By 2050, African Americans will be the second largest portion of the U.S. population 76. According to a recent Kaiser Family Foundation survey, of African American respondents believed they would receive quality healthcare than whites. Chapter 8 A. 100%; lower B. 55%; higher C. 55%; lower D. 75%; lower 77. Which of the following is NOT an element of the Volcano Model of the process of cultural competence? A. Cultural awareness B. Cultural skill C. Cultural desire D. Cultural cures 78. Which of the following qualities in the Volcano Model describes cultural desire? A. The desire of the healthcare professional to become more culturally knowledgeable and skillful B. The desire of the healthcare professional to have culturally competent patients C. The desire of patients to have healthcare professionals that are culturally diverse D. The desire of healthcare professionals to have supervisors that are culturally competent 14

16 79. Which of the following is TRUE of the Cultural Competence Continuum? A. It describes a range of levels of cultural competence B. It has seven stages, all beginning with the letter C C. It was created by patients to rate the cultural competence of healthcare professionals D. It was created by healthcare professionals to rate the cultural competence of patients 80. Which of the following is TRUE of cultural proficiency on the Cultural Competence Continuum? A. It usually describes the inability of an individual or institution to respond effectively to the needs and interests of culturally and linguistically diverse groups B. It describes a passing score on a national examination for cultural competency C. It describes individuals or institutions that have high regard for diverse cultures and see this ethical stance as a foundation to guide their endeavors D. It describes individuals or institutions that require all healthcare professionals to pass cultural competence exams 81. True or False? A smile might mean something different in an Asian culture than what it means in the African American culture. 82. True or False? In the African American culture, not making eye contact while listening is ALWAYS a sign of disrespect. 83. True or False? Men from Mediterranean cultures, such as Italian and Greek cultures, never cry. 84. True or False? Some cultures consider punctuality to be a sign of disrespect. 85. True or False? When using an interpreter, a healthcare professional should look into the eyes of the patient when speaking. 15

17 86. Facial expressions are a form of communication. A. Nonverbal B. Verbal C. Direct D. Confidential 87. When communicating via telephone, of a message is available for interpretation by the receiver. A. 7% B. 23% C. 30% D. 70% 88. When communicating via , of a message is available for interpretation by the receiver. Chapter 9 A. 7% B. 23% C. 30% D. 70% 89. Which of the following is an effective strategy when using the telephone in a busy clinical setting? A. Attempting to multitask or continue with other activities while speaking on the phone B. Allow the caller to hang up first C. Avoid paraphrasing the caller s message D. Answer the phone and immediately place the caller on hold 90. Which of the following is an effective strategy when interacting with an angry patient? A. Inform the appropriate physician or supervisor if the patient threatens legal action B. Interrupt the patient C. Promise the patient anything they need to calm down D. Defend yourself to the patient 91. Which of the following calls should be prioritized and handled first? A. A mother s 6-year-old asthmatic son is having a severe attack B. A 45-year-old man calling to schedule his annual physical exam C. A mother s 10-year-old daughter appears to have the flu and a 101ºF fever D. A patient calling with a medication inquiry 16

18 92. Which of the following calls is the LEAST urgent and should be handled last? A. A mother s 6-year-old asthmatic son is having a severe attack B. A 45-year-old man calling to schedule his annual physical exam C. A mother s 10-year-old daughter appears to have the flu and a 101ºF fever D. A patient calling with a medication inquiry 93. True or False? When a patient calls for medical advice, it is better for the healthcare professional to provide the information directly to avoid interrupting the doctor. 94. True or False? When unsure as to whether a caller has an actual medical emergency, it is better for the healthcare professional to assume that it is, in fact, an emergency and alert the physician. 95. True or False? Symptoms of heatstroke, such as flushed skin that is hot to the touch, a strong and rapid pulse, or loss of consciousness, require immediate medical attention. 96. The system of prioritizing patient telephone calls according to the degree of urgency is referred to as. A. Confidential B. Triage C. An emergency D. Dispatch 97. According to HIPAA privacy rules, faxes and s originating in a clinical setting should contain a(n) statement. A. Confidentiality B. Disclosure C. Direct D. Open-ended 98. True or False? A caller can hear your smile over the phone as it affects your tone of voice. 99. True or False? The nonverbal message conveyed by a patient with increased muscle tone and their body held in a rigid and upright manner is most likely fear or anxiety. 17

19 100. True or False? Many forms of nonverbal communication are not cross-cultural and may be interpreted differently by people of various ethnic backgrounds. Chapter : Matching. Match the description below with the name of the correct part of speech (each answer may ONLY be used once). A. Conjunction B. Noun C. Verb D. Adjective 101. Name of a person, place, or thing 102. Describes an action or state of being 103. Describes a noun or pronoun 104. Connects and shows the relationship between words 18