Communication, Customer Service and Defense mechanisms ma exam

Active listening

using techniques that allow the receiver to fully understand the message being communicated

body langugage

a method of communication that uses body movements, expressions, or positional changes to express a person's feelings

closed-ended questions

questions that have a limited number of possible responses

communication

the process of exchanging messages between a sender and a receiver

customer service

providing quality attention and assistance to a customer of a product or a service

empathy

displaying conveyance of an objective awareness and understanding of the feelings, emotions, and behavior of patients, including trying to envision what it must be like to be in their situation

external communication

Sharing information between a business or organization and an outside entity

feedback

information given in response to an action to reinforce or improve the behavior

internal communication

sharing information within a business or organization

nonverbal communication

gestures and actions that leave interpretation up to the receiver

open-ended questions

questions that lead to further explanation

positive reinforcement

rewarding of desirable behavior

professionalism

the skills, behavior, and appropriate judgment that represents the best qualities of a person in a specific profession

telecommunication

using of technology to exchange information

therapeutic communication

The purposeful use of verbal and nonverbal actions and interactions to build and maintain helping relationships with patients and families

Verbal communication

the use of spoken words to convey info

What are the standards elements of business letters

heading, opening, body, closing

What are the types of defense mechanisms

denial, regression, projection and displacement, repression, and sublimation

What helps achieve patient compliance:

clear and accurate communication between patients and providers

What is the first step in providing a positive experience for a patient

displaying professionalism

What happens once the message is transmitted to the receiver:

she begins to decode the sent message

What is the final step of communication process

feedback

What are examples of nonverbal communication:

body posture, facial expressions, stance, eye movements

What are a few methods to increase trust and communication:

-display professionalism

-use skilled interview techniques

-provide empathy

-practice collaboration

-embrace tech

Used skilled interviewing techniques:

ask patients a variety of open ended and closed need questions that encourage them to explain more about their health and daily behaviors

Provide empathy:

avoid jumping to conclusions or passing judgement by being emphatic and providing encouragement

What do open ended questions provide:

quality and quantize information and are often used at the beginning of the interview to determine the visit

What is an example of an open ended question:

"What brings you into the office today"

What do close-ended questions provide

a set of answers from which the respondent must choose (yes or no)

example of a close-ended question:

"does it hurt when you take a breath"

What is the most fundamental component of communication:

listening

Why do we avoid sharing personal stories or experiences with patients?

this behavior can be misunderstood as advice or treatment recommendations

Why do we avoid leading questions:

they risk the possibility of coercing the patient into a desired response

What are effective way to engage with the patients and their families:

-include the patient in the process

-practice active listening

-communicate effectively

A medical assistant is checking in a patient who does not speak the same language as the assistant. Which of the following actions should the assistant take?

ask a bilingual staff member to assist with communication or interpretation services

A medical assistant is approached by a patient who is angry and yelling. Which of the following actions should the assistant take?

remain calm

a medical assistant is preparing a business correspondence. Which of the following is a characteristic of the modified block letter style?

The complimentary closing is centered on the page

What are the types of defense mechanisms?

Denial, Regression, Projection and Displacement, Repression, and Sublimation

Conducting crucial conversation steps

-consider safety first- pt needs to feel comfortable and secure-demonstrate empathy, not sympathy-stick with the facts-watch words and actions-use active listening

Sublimation

when an individual uses a socially acceptable and constructive substitute for an unacceptable action related to an impulse.

repression

unhealthy mechanism used to protect the individual from remembering devastating events. -it is unknown to them

projection and displacement

-Protect the ego by placing the blame on something or someone and displaying verbal or physical actions aimed at releasing anger

Regression

-involves patient reverting to previous action or time in her life when she felt more secure. -use baby language

Denial

-most common -individual refuses to accept what is being communicated-refuse to believe diagnosis and demands second opinion

What is the communication cycle:

sender develops the message-message encoded into transmittable format-message transmitted via route of delivery (oral, written, symbolic, nonverbal)-receiver decodes the message-receiver converts message into understanding-feedback

What is a patient satisfaction survey:

-produce data about patients' perspectives of care-survey results are used to create new incentives for health care facilities, improve quality of care, enhance accountability by increasing transparency

Once the phone call is complete with a patient what should an MA do

-document the call and what was discussed in the patient's health record as part of their permanent file

patient portal

-MA can communicate with patients through this-offer around the clock access to personal health info-some allow patients to request prescription refills, make scheduling requests, communicate with providers and make payments.

demonstrate empathy, not sympathy

In any conversation, consider what others might be experiencing, but displays of sympathy are nonproductive

What is anxious body language:

indirectly faced, hunched stance, covering neck, crossed arms

What does cross arms represent:

defensive

What is an example of denial:

Mary is told she has cancer, but refuses to believe the diagnosis and demands a second opinion

what is the most common defense mechanism used

denail

who should complete the incident report form

only staff INVOLVED in the incident

what should be included on the incident report

Only factual information such as objective symptoms. If a quote or subjective information is shared, be sure to identify the source. Provide sufficient detail and include additional documentation if needed

what do fax machines allow

documents to be securely transmitted with end to end encryption

always use a ____ that discloses confidential information

cover sheet

A medical assistant is checking in a patient who has hearing loss. Which of the following actions should the medical assistant take?

stand facing the patient

A medical assistant is approached by a patient who is angry and yelling which of the following action should the medical assistant take?

REMAIN CALM