CHP Final Review

Sender

the person or group who initiates the communication process

Decides what message to send

Encoding

the process of creating the message to be transmitted from a sender to the listener. Converting your thoughts and ideas into content that can be transmitted.

Message

what is actually communicated or transmitted to the listener.

Channel

the means by which a message is communicated

How a message is sent: Verbally, written, emailed, texted, ect

Receiver

the person or group who receives and interprets the message

Decodes message and interprets its meaning

Noise

anything that prevents effective communication.

it can refer to actual sounds, but noise does not have to literally prevent one or both parties from hearing the other.

Feedback

The receiver is able to understand the message and provides the sender with some sort of feedback

Feedback is the response the receiver sends back to the sender

Can be verbal or non-verbal

Positive/negative

A newspaper reporter seeks information from a receptionist about a prominent person who has been treated. What information can be given to the reporter?

Nothing

What are the guidelines to use when sending medical records by fax:

Confidentiality disclaimer, cover letter, double check fax number, only send relevant information

What are the exceptions to confidentiality requirements?

Violent crimes, communicable diseases, deaths, births, drug abuse, subpoena

Are there any special confidentiality considerations for HIV patients?

Separate file, files are in a central, double locked, windowless room. HIV files are not made available to a subpoena. Many states make it illegal to reveal HIV status.

How has the use of computers and technologies changed our patient confidentiality? Is there a HIPAA regulation?

Different ways to protect information: passwords, firewalls, computers faced away from passers-by, privacy filter for screen. HITECH

What can you, if anything, reveal to another medical professional in your facility?

Only if the other professional is directly involved with the patient/case and only related information

What is a breach of confidentiality?

Telling another person, confidential information

How does confidentiality apply to a mental health and/or chemical dependency facility?

Extra layer of protection/security to gain access

What about minors? Do some states have different regulations?

Some states make it illegal to reveal information about rape/pregnancy

What is the Patient's Bill of Rights/Patient Care Partnership. Describe it well.

The Patient's Bill of Rights outlines what the patient should expect in regards to their rights and responsibilities.

Ethnocetrism

the belief that the ways of one's own culture are superior to those of other cultures

What is it called when a patient does not follow the treatment plan?

Non-compliant

Diversity

The existance of different cultures, genders, ages, ect within a group or organization.

The practice or quality of including or involving people from a range of different social and ethnic backgrounds and of different genders, sexual orientations, etc.

Know each of the communication styles

Verbal, written, nonverbal (body language, gestures, facial expressions, paralanguage), symbols (clothes, hairstyles, cars, etc.)

What do you know about "Listening" skills?

Listening is active. The levels of listening are: ignoring, pretending, selective, attentive (focus on words), empathetic (focus on intent)

Define cultural competence

To be respectful and responsive to the health beliefs and practices—and cultural and linguistic needs—of diverse population groups.

Define Empathy, how is it relative to our workplace and patients?

To understand and share the feelings of another, usually by a shared experience.

What is sympathy?

Feelings of pity and sorrow for someone else's situation

7 elements of the communication process

Source > encoding > message > channel > decoding > receiver > feedback and verification

Define kinesics

The study of the way in which certain body movements and gestures serve as a form of nonverbal communication.

Communication barriers

anything that prevents us from receiving

and understanding the messages others

use to convey their information, ideas, and thoughts.

The use of jargon

Emotional barriers and taboos .

Lack of attention, interest, distractions or irrelevance to the receiver

Differences in perception or viewpoint

Physical disabilities (hearing or speech)

Physical barriers to non-verbal communication

Language differences

Expectations

Emotional barriers and taboos .

Lack of attention, interest, distractions or irrelevance to the receiver

Differences in perception or viewpoint

Physical disabilities (hearing or speech)

Physical barriers to non-verbal communication

Language differences

Expectations and prejudices

Cultural differences and prejudices

What is cultural sensitivity?

The ability to recognize the significant factors that affect a persons decisions about life

Matriarchal/Patriarchal

Relating to a social system in which the mother (matriarchal) / father (patriarchal) is head of the family

Define ethnocentrism

the tendency for individuals to place their own group at the center of their observations of others and the world

What does it mean to be accountable?

Being responsible for ones own actions and admitting responsibility

What is a term that is used to mean having moral judgement?

ethical behavior

HMO

Health Maintenance Organization: Insurance plan that focuses on preventative care. Physician is paid in advance, pmpm, Patient pays the same premium no matter the amount of healthcare used

Deductible

The amount you need to pay before insurance kicks in

CDC

Centers for Disease Control: National organization who studies the causes and treatments of diseases including infectious disease. Stats, research, cure, prevention, environmental issues, education & training.

OSHA

Occupational and Safety Health Administration. US Dept. of Labor. Standards for safety in the workplace. Enforces violations. Protects workers from potential injuries at work.

PHI

Protected Health Information: Any identifying factors (name, address, phone number, past/future info, health info, treatment info, etc.)

TJC

The Joint Commission: Accredits facilities. Establishes standards for operation. No accreditation/no reembursment from Medicare/medicaid

The different medical facilities and what they provide/offer and how are they different and the same?

Rehabilitation, diagnostics and treatment, disease prevention, health promotion

Hospice

6 months or less. Comfort measures for the patients and their family.

Private vs corporate facilities

can own various types of medical facilities: Dental offices, eye care, medical practices, rehab facilities

Co pay

Expenses are shared by the patient and the insurance company. Flat fee paid for health services.

Premium

Amount you pay per month to your insurance company

PMPM

Per member per month.

Capitation

Capitation is a fixed amount of money per patient per unit of time paid in advance to the physician for the delivery of health care services.

Medicare

For people over 65 or who have received social security for at least 2 years

Medicaid

Title 19. For people who are at or below the poverty line. In Wisconsin it is also known as BadgerCare

PPO

Preferred Provider Organization. Contract with certain healthcare providers for certain services at reduced rates. More options for the consumer. More popular than HMOs

Managed Care

Reducing rising healthcare costs. All health services must have a purpose. Second opinion is usually required. HMOs and PPOs are types of managed care.

WHO

World Health Organization: Addresses health issues worldwide. Run by the UN. Collects stats of diseases and predicts future health issues.

FDA

Food and Drug Administration: Regulates drug products (medication). Regulates food industry (labeling, processing, etc.) Regulations for manufacturing and sales of products. Regulations for storing and shipping of food and drug products.

NIH

National Institute of Health: Research diseases. Training of HC professionals on the cause of disease. Provides grants for research.

ISMP

Institute for Safe Medication Practices: Focuses on reducing medication errors, meet national patient safety goals and is a nonprofit.

FEMA

Federal Emergency Management Administration: Part of the Dept. of Homeland Security. Manages when state of disaster is declared. Provides/maintains safe water, sanitation, and basic needs.

AHRQ

Agency for Healthcare Research and Quality: Looks at patient outcomes, addresses quality of healthcare, cost containment, reduce costs, proper and effectiveness of treatment, access to healthcare.

What is an organizational chart and what is it's purpose?

Shows the organizational structure of the facility. Gives the chain of command so you know who to report to regarding what issue.

COE

Code of Ethics: Strict standards which govern how HCWs practice.

NINP

No information no publication. Patient identifiers and information will not appear anywhere where others will have access to it. Your name and room number will not be shared. You can opt out of this. Medical info is not released. Patient Decision appears at the top of hospital charts.

What is considered to be exempt information?

Births, deaths, violent crimes, communicable disease, drug abuse

When can information be shared between HCWs

Only when the other HCW is directly involved with the patient or case

HIPAA

Health Insurance Portability and Accountability Act

perception and communication

process through which people receive, organize, and interpret information from the environment

people can perceive the same things or situations differently

assertive communication

communication that takes a listener's and speakers feelings and rights into account

agressive communication

Interact with another in an overpowering and forceful manner to meet your own personal needs at the expense of the other.

passive/submissive communication

Giving up, giving in, or backing down without standing up for one's own rights and needs

Teamwork and Collaboration

the delivery of client care in partnership with multidisciplinary members of the health care team to achieve continuity of care and positive client outcomes

listening skills

the ability to hear and understand messages that are being sent characterized by using eye contact, positive body language, and positive feedback

scope of practice

The range of clinical procedures and activities that are allowed by law for a profession; a boundary that determines what a worker may and may not do as a part of his or her job

Paraphrasing

Putting into words the ideas or feelings you have perceived from listening the message

fact

statement that can be proved or verified

opinion

a view or judgment formed about something, not necessarily based on fact or knowledge.

chemical dependency

drug addiction; phrase commonly used to describe addiction to drugs other than alcohol