Interacting with Patients - Chapter 4

When caring for a patient with impaired hearing, what nonverbal cues might Nancy use when giving instructions?

Pointing to the object she is talking about

Nancy takes a patient into an examination room and closes the door to discuss the patient's medical history. This protects the patient's confidentiality, and how does it also improve communication?

It limits distractions.

Nancy is interviewing a patient about his family history. Which of the following is an example of a closed question?

How old was your father when he died?

Nancy has not understood something that a patient has said. What would be an appropriate response to clarify the communication?

I'm sorry, I didn't understand. Could you please repeat what you just said?

Nancy is preparing to change a sterile dressing for an adult patient who is confused and has memory loss. How should she tell this patient what she is going to do?

Use simple language and short sentences as she goes along

Nancy is caring for a patient who is short of breath, is homeless, and has recently lost her husband. Based on Maslow's hierarchy of needs, which of these needs will the patient have to meet first?

Need for adequate oxygen.

If a patient is having difficulty learning how to give herself injections of insulin at home, which of her basic needs is being threatened?

Need for esteem and recognition

A patient whose husband has a serious illness tells Nancy that she knows her husband will be able to return to work in a few days. How does Nancy suspect that this apparent denial of reality is helping the patient?

Reduces feelings of anxiety

Nancy tries to understand what patients are feeling both emotionally and intellectually without being overwhelmed. What is the name for this sensitivity?

Empathy

A patient tells Nancy that in her culture it is very important to avoid rice while pregnant so that the baby will not get a rash on its face. What should Nancy do?

Accept this behavior because it does not appear harmful

How can the medical assistant be a good communicator?

Be effective in sending and receiving messages.

What are the uses of arm gestures, facial expressions, and turning one's head all examples of?

Body language

Which aspect of our communication is most likely to convey our true feelings and beliefs?

Nonverbal communication

What are tone of voice, voice pitch, voice volume, and voice quality examples of?

Secondary nonverbal communication

The type of listening when the medical assistant remains "in the moment" and focuses fully on the patient's message is called:

active listening.

What is an internal factor that can interfere with communication?

Pain

Which of the following is an important part of active listening for a medical assistant?

Focusing all attention on the patient

How can the medical assistant act assertively while still being respectful of others?

Remain calm and positive while stating opinions.

Which of the following is true with regard to eye contact?

If the patient looks away, and the medical assistant continues to seek eye contact, this can be perceived as aggression.

Which of the following is an example of a closed question?

"Are you an only child?"

During the interview, the medical assistant questions the patient as follows: "Describe your pain for me. What has been going on with you since you were last here? How has your appetite been? How have you been sleeping?" What are these examples of?

Open questions

How is the patient likely to react if the medical assistant asks, "Why aren't you following your diet?"

Become defensive.

Which of the following is NOT a barrier to communication in the medical office?

Open-ended questions

What measure may improve communication if the patient has an impaired level of understanding?

Speaking slowly, Repeating information in a different way, Using gestures and demonstrations, Maintaining good eye contact

How should the medical assistant help a sight-impaired patient?

Describe the environment clearly in words.

The medical assistant says, "You feel tired" in response to a patient's statement about lack of sleep and lack of energy. What part of the sender receiver process is this?

Feedback

If a patient is not comfortable with English, what should the medical assistant avoid?

Using the patient's child as a translator

You were trying to educate Mr. Wilson about an upcoming procedure and post-surgical care. Unfortunately, because he skipped lunch that day and his blood sugar was low, he was not able to learn the information that would help to decrease his anxiety about the procedure. Which of the following is Mr. Wilson is demonstrating?

Maslow's hierarchy of needs

How could the medical assistant show empathy for a patient?

Acknowledge the patient's feelings.

If a patient asks for a medical assistant's personal telephone number, and the medical assistant answers calmly that she does not give her telephone number to patients, what is the medical assistant demonstrating?

Assertive maintenance of self-boundaries

Which of the following is NOT a common reaction to a terminal illness?

Relief

Why is it helpful to offer choices when a patient must cope with a serious or terminal illness?

It helps the patient gain some sense of control.

Which of the following is NOT true with regard to anxiety and anxiety attacks?

The patient should be instructed to breathe into a brown paper bag.

If a patient facing a serious or terminal illness appears to be using denial, how should the medical assistant respond?

Accept the denial without reinforcing it.

A foreign-born patient discloses that he is using herbs sent from a relative and rubbing the leaves on his skin for healing. The most appropriate response of the medical assistant would be to:

if using the herb is not causing harm, respect and accept the patient's practices.

What is the one of the best ways to clarify what the patient is trying to say?

Paraphrase—put the patient's meaning into your own words and give the patient the opportunity to confirm that your statement is correct.

What is the primary reason that the medical assistant should regularly solicit feedback when communicating with patients?

To be sure that they understand what has been said

Why are medical assistants encouraged to avoid aggressive communication?

It implies that the speaker's opinions are more important than those of others.

What sociologist is credited with defining the eight principal stages of growth and development?

Erik Erikson

Which patients may believe that rubbing the skin with a coin dipped in a camphor preparation is a treatment for colds and headaches?

Southeast Asian

What is the primary function of a hospice?

Provides comfort, paint relief, and personal care for terminally ill patients.

When is it appropriate for the medical assistant to use silence in an interview with a patient?

When the medical assistant wants to encourage the patient to respond.