Healthcare Terminology and Customer Service Scenarios

These flashcards cover essential healthcare terminology and customer service scenarios to assist in exam preparation.

What does 'Ambulating' refer to in healthcare?

The act of walking or moving from one place to another; assisting patients with walking.

What is 'Anemia'?

A condition in which the blood lacks enough healthy red blood cells or hemoglobin, leading to fatigue and weakness.

What is 'Hemoglobin'?

A protein in red blood cells that carries oxygen from the lungs to the rest of the body.

What is 'Infarction'?

Tissue death due to inadequate blood supply, often caused by a blockage.

What is a 'Splenectomy'?

Surgical removal of the spleen; can affect immune function.

What is 'Heparin'?

A medication used to prevent and treat blood clots; it's an anticoagulant.

What does 'Inferior' mean in anatomical terms?

Refers to a position below or lower than another part of the body.

What does 'Lateral' refer to in anatomical terms?

Refers to a position farther from the midline of the body, towards the sides.

What is 'Myocardial Infarction (MI)' commonly known as?

A heart attack; occurs when blood flow to a part of the heart is blocked, causing heart tissue damage.

Where is the Radial pulse found?

At the wrist, on the thumb side.

Where is the Carotid pulse located?

On the side of the neck.

What is the location of the Brachial pulse?

In the inner elbow, especially used for blood pressure.

Where can the Femoral pulse be found?

In the groin area.

Where is the Popliteal pulse located?

Behind the knee.

How to respond to a frustrated patient about waiting time?

Acknowledge their frustration, express appreciation for their patience, and check on the delay.

What is the best way to assist a patient who doesn't understand their medication instructions?

Explain the instructions step-by-step, ensuring they feel confident before leaving.

How should you respond to a family member upset about a lack of updates?

Acknowledge their concern, check with the care team, and provide an update.

What should you do when communicating with a hard of hearing patient?

Speak clearly, maintain eye contact, use gestures, or write instructions as needed.

What is the appropriate response for a non-English-speaking patient?

Use translation services or call for an interpreter, and avoid relying on family members for translation.