What role should the medical assistant take on concerning communications when working with patients quizlet?

The five major categories of tasks performed by an administrative medical assistant are:

front desk, scheduling, janitorial duties, answering phones, sorting incoming mail
scheduling, answering phones, sorting mail, hiring personnel, greeting patients
front desk, scheduling, records management, administrative, and financial
scheduling, sorting mail, transcription, financial, and greeting patients

Recommended textbook solutions

What role should the medical assistant take on concerning communications when working with patients quizlet?

Social Psychology

10th EditionElliot Aronson, Robin M. Akert, Samuel R. Sommers, Timothy D. Wilson

525 solutions

What role should the medical assistant take on concerning communications when working with patients quizlet?

Operations Management: Sustainability and Supply Chain Management

12th EditionBarry Render, Chuck Munson, Jay Heizer

1,698 solutions

What role should the medical assistant take on concerning communications when working with patients quizlet?

Anderson's Business Law and the Legal Environment, Comprehensive Volume

23rd EditionDavid Twomey, Marianne Jennings, Stephanie Greene

369 solutions

What role should the medical assistant take on concerning communications when working with patients quizlet?

Operations Management: Sustainability and Supply Chain Management

12th EditionBarry Render, Chuck Munson, Jay Heizer

1,698 solutions

Process mail, make copies, schedule appointments, prepare correspondence, handle telephone - patient triage calls, complete insurance forms, handle accounting/billing information, and greet patients and bring them into examination rooms.

Obtain initial patient intake information, prepare educational information for patients, medical file maintenance, ordering supplies, calling in prescriptions, arrange medical examining room instruments and equipment, purchase and maintain suppies and equipment, and keep waiting and examining rooms neat and clean.

Take medical histories, take vital signs, assist doctor with medical procedures, examining treatment procedures for patients, examining treatment procedures, and preparing patients for and assiting examination.

Collect and prepare laboratory specimens and sometimes perform basic laboratory tests, dispose of contaminated supplies, sterilize medical instruments, instruct patients about medications and special diets and prepare and administer medications, drug refills, telephoning prescriptions to a pharmacy, drawing blood, preparing patients for x-rays, take electocardiograms, remove sutures, and changing dressings.

Accurate, adaptable, flexible, conservative, courteous, dependable, empathetic, punctual, reliable, show focus for job at hand, pleasant personality, voice, friendly attitude, genuine liking and respect for people, genuine desire to help people, professional attitude, dress, and demeanor, independent problem solver, team player.

Sets with similar terms

Upgrade to remove ads

Only ₩37,125/year

  • Flashcards

  • Learn

  • Test

  • Match

  • Flashcards

  • Learn

  • Test

  • Match

Terms in this set (82)

A comment that large individuals are lazy is an example of a(n)

stereotype

Tiffany is constantly aware of whether there is __________ between her verbal message and her body language

congruence

What are some of the factors that contribute to a patient's first impression of a healthcare facility?

Some factors that contribute to a patient's first impression of a health care facility would include therapeutic communication skills and your compassion.

Define patient-centered care.

is an approach to planing, delivery, and evaluation of healthcare providers, patients, and families.

How can the medical assistant contribute to positive patient-centered care in a healthcare facility?

By navigating patients with education and care

What are the two types of verbal communication? Explain each and describe what methods can be used to deliver a verbal message.

There is oral communication when we express our thoughts with words, like through voicemail and telephone calls.

There is written communication which is such things as faxes and letters.

Describe two areas of concern when sending an e-mail or text message.

Patient confidentiality (sent to an approved email address an and there is no way to know whether they received the message. No abbreviations should be used.

Describe the significance of congruence between a verbal and non verbal message. How can you make sure the message you send to a patient or co-worker is congruent?

Since 90% of communication is nonverbal, your body language should have congruence with your verbal communication. It will effect the patient's therapeutic process if both verbal and non verbal do not seem similar.

Area Observed Observation
Breathing Patterns Rapid respiration, sighing, shallow
thoracic breathing

Indication
anxiety, bored or in pain

Area Observed Observation
Eye Patterns No eye contact, side to side
movement, looking down at hands

Indication
anxiety, distrust, embarrassed

Area Observed Observation
Hands Tapping fingers, cracking knuckles,
continuous movement, sweaty
palms

Indication
fear, anxiety, worry

Area Observed Observation
Arm placement Folded across chest, wrapped
around abdomen

Indication
Anxiety, worry, fear, pain

Area Observed Observation
Leg placement Tension, crossed and/or tucked
under, tapping foot, continuous
movement

Indication
anger, frustrated

Summarize five positive nonverbal behaviors that the medical assistant can use to enhance the patient's experience in the healthcare setting.

* Lean towards patient when gathering info.
* Use eye contact after. Be sensitive
* Do not invade personal spaces
*Observe patient body language so you can respond.
*If your writing info make sure you continue to look at patients often.

Discuss five communication barriers that can result in misunderstanding of the medical assistant's message.

* Using medical terminology- you should adjust your vocabulary to the patient.
* Talking too much- not letting the patient speak.
* Language barrier - non-English speaking patients
* Stereotyping- preconceived assumptions
* Physical impairment - vision, hearing

Explain how the following patient communication barriers might interfere with therapeutic communication in the healthcare setting:

Physical impairment

Vision or hearing problems will interfere with communication. Make sure you are facing patient for lip readers or speak slowly and louder for hard of hearing.

Explain how the following patient communication barriers might interfere with therapeutic communication in the healthcare setting:

Language

You may not understand the language and the patient may not speak English, so you may need a family member to translate your message so it can be understood by the patient.

Describe the meaning of stereotyping people and how it can affect therapeutic communication.

Stereotyping people is having a presumption of a certain group of people and what they are like. It is a prejudice that can that can give you the wrong idea of how the patient will act or be and make wrong decisions.

You should treat people as individuals.

Explain three factors to consider when communicating with diverse patient groups

* Be empathetic
* Respect people's individuality
* Examine your own value system and connect with diverse groups in some way.

Summarize three methods you can use to overcome barriers to communication.

* Learn to remain clam in emergencies.
* Use therapeutic listening skills
* Be patient and sensitive

Describe the linear communication model that involves the sender of the message, the receiver, and the crucial component of feedback to confirm reception of the message.

Communication is interactive. The sender sends a message with body language, spoken word, or email. The sender encodes or chooses means of expression. The receiver decodes the message. Feed back results.

What is a communication channel. List four examples of possible channels that can be used when sending a message to a receiver.

A medium through which a message is transmitted to its intended audience, such as print media, spoken word or broadcast (electronic) media.

* Spoken word
* Written word
* Emails
* Body langauge

Active listening techniques are crucial to therapeutic communications. Describe the three components of active listening and give and example of each:

Restatment

Paraphrasing or repeating what was said, ex "You are saying...".

Active listening techniques are crucial to therapeutic communications. Describe the three components of active listening and give and example of each:

Reflection

Repeating the main idea of the conversation while identifying the senders feeling ex. "You had a fight with your parents and feel anxious."

Active listening techniques are crucial to therapeutic communications. Describe the three components of active listening and give and example of each:

Clarification

Summarize or simplify the sender's thoughts, feelings, and to reslove any confusion in the mesage. Ex "Explain to me about..."

Identify three helpful listening guidelines.

* Listen to the main points.
* Do not interrupt and be patient
* Use active listening techniques.

Summarize how to communicate effectively with children.

When talking to children, make sure the area is safe and active. Do not keep them waiting as children become anxious and distracted easily. Do not offer a choice unless the child can truly make one. Praise the child for good behavior and listen to parents concerns. Relieve the child's anxiety.

Listen three suggestions for effective communication with aging patients.

* Address the patient by Ms, MRS, or miss unless the patient has given you the permission to use his or her first name.
*Introduce yourself and explain the purpose of a procedure before promising the procedure.
*Involve family members as needed for continuity of care.

Open ended or closed:
Are you taking blood pressure medication?

Closed

Open ended or closed:
Are you allergic to aspirin?

Closed

Open ended or closed:
Would you tell me about your past surgeries?

Open ended

Open ended or closed:
Do you have asthma?

Closed

Open ended or closed:
What type of attempts have you made to stop smoking?

Open ended

Open ended or closed:
Explain what you feel when your migraines begin.

Open ended

Open ended or closed:
Do you have hospitalization insurance?

Closed

Open ended or closed:
Do you want a morning or afternoon appointment?

Closed

Open ended or closed:
How are you feeling today?

Open

Open ended or closed:
What type of trouble do you have when swallowing pills?

Open

If a non-English-speaking patient comes to the office without an interpreter, what should the medical assistant do?

You should see if there is someone in your office or relative of the patient who can translate.

How can the medical assistant put a patient at ease who seems nervous about an office visit or a procedure?

If you give them information to read about their procedure or tell them what you will be doing. Be kind.

Why should the medical assistant avoid the phrase "I know how you feel"?

Because you do not know how anyone feels. You could say many people feel that way.

The holistic model suggests that healthcare workers should take into consideration all aspects of a patient's life including patient's

Physical, psychological, societal, intellectual, and economic needs

List important guidelines for patient education.

* Promote recovery and health through knowledge
* Encourage patient participating in teaching process
* Include family member or other with patient approval in education.
* Encourage health lifestyles.
* Promote safe use of medication or treatment
* Encourage health lifestyles.
* Give info about community resources

Explain patient factors that influence learning

* Perception of disease versus actual state of disease
* Patient's needs for info
* Patient's age and development level
* Patient's mental and emotional state
* Influence of multicultural and diversity factors
* The patients learning style
* Effect of physical disabilities

Summarize eight approaches to language barriers.

* Observe body language
* Determine if they can read or understand English.
* Use gesture, tone of voice, and eye contact
* Use picture models to show material
* Use simple words to show the material.
* Have an interpreter present
* Use material in the patient's language
* Use a teaching plan wit small steps

One of the most important aspects of patient teaching is to be flexible and provide information about ____________ patients want to know ___________ patients want to know it.

What
When

Listen 10 barriers to patient learning.

* Individual learning style
* Age and developmental level
* Use of defense mechanisms
* Language
* Motivation to learn
* Physical limitations or disabilities
* Emotional or mental state.
* Cultural or ethic background
* Pain
* Time limitation

Identify five guidelines for ordering educational materials

* Use sixth grade reading level material for easy understanding
* Info should be clear and well organized
* Use accurate info
* Handout should be professional
* Use large print for visual impairment

Wat does the role of medical assistant educator include?

* Reinforcing the provider instructions and information
* Encouraging patients to take an active role in their health
* Using teaching movements effiectively
* Keeping information relevant to the patient
* Establishing and maintaining patient rapport
*Communicating clearing
* Remaining aware of learning factors
* Being flexible with teaching plan

Effective teaching methods include:

use of written materials, DVDs/CDs, and approved internet sites to gather information; referral to community resources and expert in person demonstration of medical skills; examination of patients records of events; and involving the patient in the education process.

What is a patient navigator? Describe how a medical assistant can perform this important duty in the ambulatory care setting.

a person who helps patients and their families with insurance problems, explains treatment and care, communicates with the healthcare team, assists caregivers, and manages medical paperwork. This definition describes the role of the medical assistant as a patient advocate in ambulatory care settings.

Describe the role of the medical assistant at as a coach for patients about health maintenance, disease prevention, and their treatment plans.

They encourage patients to be active in their health and modify teaching plans for patients needs.

Based on the patient example in your text of Mr.Ignatio, a patient with newly diagnosed type 2 diabetes, use the following checklist to design and role-play a patient-centered education program:

Conduct a ptient assessment.
* Consider pertinent patient factors.
* Identify barriers to learning.
* Prioritize patient information.
* Determine immediate and long-term needs.
* Decide on appropriate teaching materials and methods.

Complete visual learning

Based on the patient example in your text of Mr.Ignatio, a patient with newly diagnosed type 2 diabetes, use the following checklist to design and role-play a patient-centered education program:

Prepare the teaching area and assemble necessary equipment and materials.
* Use supplies and equipment the patient will use at home.
* Provide positive feedback for correct display of skills.

Complete Large front

Based on the patient example in your text of Mr.Ignatio, a patient with newly diagnosed type 2 diabetes, use the following checklist to design and role-play a patient-centered education program:

Maintain an adequate, not too fast, pace.

Complete adequate pace of learning

Based on the patient example in your text of Mr.Ignatio, a patient with newly diagnosed type 2 diabetes, use the following checklist to design and role-play a patient-centered education program:

Repeatedly ask for patient feedback to confirm understanding.
* Eliminate barriers to learning.
* Address immediate learning needs.
* Use restatement, reflection, and clarification to gather patient feedback and promote understanding.

Complete patient feedback

Based on the patient example in your text of Mr.Ignatio, a patient with newly diagnosed type 2 diabetes, use the following checklist to design and role-play a patient-centered education program:

Summarize the material learned or the skill mastered at the end of each teaching interaction.

Complete summarize each task at the end of a visit

Based on the patient example in your text of Mr.Ignatio, a patient with newly diagnosed type 2 diabetes, use the following checklist to design and role-play a patient-centered education program:

Outline a plan for the next meeting.

Complete plan next meeting

Based on the patient example in your text of Mr.Ignatio, a patient with newly diagnosed type 2 diabetes, use the following checklist to design and role-play a patient-centered education program:

Evaluate the teaching plan.
* Was there enough time to complete the lesson?
* Was the patient physically and psychologically ready for the information?
Were the goals for the session reached?

Complete evaluate year plan was goal reached

Based on the patient example in your text of Mr.Ignatio, a patient with newly diagnosed type 2 diabetes, use the following checklist to design and role-play a patient-centered education program:

Document the teaching intervention.
* Material covered
* Patient response or level of skill performance
* Plans for next session
*Community referrals

Complete document what you did plan for next session any community referrals.

The Health Belief Model

Principles: Definition:
Perceived Susceptibility What are my chances to get
disease

Patient Education:
Supply information on risk level; individual risk based on patient's health habits and family history.

The Health Belief Model

Principles: Definition:
Perceived Severity Patient opinion on the
seriousness of the condition
and its health risks

Patient Education:
Outline the potential complications of the disease

The Health Belief Model

Principles: Definition:
Perceived benefits Patients belief in value of
altering lifestyle and
complying with treatment

Patient Education:
Emphasize the positive results that can be achieved if patient is compliant with healthcare recommendations.

The Health Belief Model

Principles: Definition:
Preceived barriers Patient's opinion of the
financial and psychological
costs of compliance

Patient Education:
Identify barriers and work to reduce them through patient education, family outreach and the use of community resources.

The Health Belief Model

Principles: Definition:
Cue to action Methods developed to
activate patient compliance

Patient Education:
Provide one-on-one education interventions; detailed handouts; family involvement in education efforts; follow-up at subsequent office visits; referral to community resources

The Health Belief Model

Principles: Definition:
Self-efficacy Patient has the confidence to
take action toward a healthier
state

Patient Education:
Provide Ongoing education support

Discuss Dr. Elisabeth Kubler Ross's stages of grief and include in your explanation a suggestion for therapeutic interaction with a patient in each stage:

First Stage

Denial and isolation - They want to deny they have it. Give education with handout and explain disease and treatment.

Discuss Dr. Elisabeth Kubler Ross's stages of grief and include in your explanation a suggestion for therapeutic interaction with a patient in each stage:

Second Stage

They are angry. Use therapeutic communication, discuss feeling techniques.

Discuss Dr. Elisabeth Kubler Ross's stages of grief and include in your explanation a suggestion for therapeutic interaction with a patient in each stage:

Third Stage

Bargaining - need to delay -come to solution with other staff member

Discuss Dr. Elisabeth Kubler Ross's stages of grief and include in your explanation a suggestion for therapeutic interaction with a patient in each stage:

Fourth Stage

Depression - Family and patient support group or counseling

Discuss Dr. Elisabeth Kubler Ross's stages of grief and include in your explanation a suggestion for therapeutic interaction with a patient in each stage:

Fifth Stage

Acceptance- Renew education support ready to move ahead.

Explain how the medical assistant can perform patient education for the following patient with special needs. Coach the patient appropriately considering his or her diverse cultural factors, developmental life stage, and potential communication barriers:

Antionio DeMendez, a 68-year old patient, has profound hearing loss in his left ear. He needs to be taught how to take his blood pressure medication accurately.

Use visual mediums, DVDs, handouts and demonstration.

Explain how the medical assistant can perform patient education for the following patient with special needs. Coach the patient appropriately considering his or her diverse cultural factors, developmental life stage, and potential communication barriers:

Christina Wu, a 48 year old patient, is legally blind. She is a new patient who is visiting the office for the first time and needs to complete a health history form. The physician recommends that she follow a low-sodium diet.

Use sound recordings, interactions, and braille info. Record voice messages for her.

Explain how the medical assistant can perform patient education for the following patient with special needs. Coach the patient appropriately considering his or her diverse cultural factors, developmental life stage, and potential communication barriers:

Julio Gonzales is 17 years old and has limited English skills. He is scheduled for diagnostic testing at the hospital and must be taught how to prepare for the studies.

Have an interpreter to help him understand, use videos and materials in his language.

For the following scenario, are the medical assistant's actions acceptable practice according to Health Insurance Portability and Accountability Act (HIPPA) guidelines?

The mother of a 19-year old patient, Sue Collins, calls the office. Even though the mother is not listed as Sue's personal health information (PHI), Taylor answers her question about Sue's illness.

No, this is not acceptable.

For the following scenario, are the medical assistant's actions acceptable practice according to Health Insurance Portability and Accountability Act (HIPPA) guidelines?

The patient requests that only her husband receive information about her health status. Taylor receives a call from the patients adult daughter, who insists on learning her mothers diagnosis. Taylor feels bad for the daughter and answers her questions.

No, this is not acceptable.

Maslow's hierarchy of needs

A hierarchy developed by Abraham Maslow that is used to define human needs into five categories.

Maslow's Hierarchy of needs: Physiological needs

breathing, food, water, sex, sleep, homeostasis, excretion

Maslow's Hierarchy of needs: Safety needs

security of body, of employment, of resources, of morality, of the family, of health, of property

Maslow's Hierarchy of needs: Love/Belonging needs

friendship, family, sexual intimacy

Maslow's Hierarchy of needs: Esteem

self-esteem, confidence, achievement, respect of others, respect by others

Maslow's Hierarchy of needs: Self-Actualization

morality, creativity, spontaneity, problem solving, lack of prejudice, acceptance of facts.

Sets with similar terms

MOAA Chpt 5 Patient Education COMPLETED

42 terms

Keren_Farnsworth

*************MOAA Chpt 5 Patient Education COMPLET…

42 terms

cathy_crowe

mdast 323 final review

68 terms

arielchina977

Sets found in the same folder

Chapter 4: Therapeutic Communications - Kinn's 13t…

17 terms

ADrengberg

MA chapter 4

13 terms

Ning_Shao

Chapter 7: Technology & Written Communication - Ki…

43 terms

ADrengberg

Chapter 22- Patient Education

17 terms

aprilandyh

Other sets by this creator

Urinary System

94 terms

BellicoseRose

Digestive System

149 terms

BellicoseRose

CHAPTER 1 TERMS

57 terms

BellicoseRose

CPR first test

32 terms

BellicoseRose

Recommended textbook solutions

What role should the medical assistant take on concerning communications when working with patients quizlet?

The Human Body in Health and Disease

7th EditionGary A. Thibodeau, Kevin T. Patton

1,505 solutions

What role should the medical assistant take on concerning communications when working with patients quizlet?

Foundations for Population Health in Community and Public Health Nursing

5th EditionJeanette Lancaster, Marcia Stanhope

156 solutions

What role should the medical assistant take on concerning communications when working with patients quizlet?

Medical Language Accelerated

2nd EditionAndrew Cavanagh, Steven Jones

568 solutions

What role should the medical assistant take on concerning communications when working with patients quizlet?

Global Health 101 (Essential Public Health)

3rd EditionRichard Skolnik

188 solutions

Other Quizlet sets

solid organ & hematopoietic stem cell transplantat…

107 terms

Danielle_MintonPLUS

Principles of Real Estate 1: Ch.7

57 terms

rebecca3392

ID2241 Exam 2 - Ancient Greek Art II

21 terms

ayang192

NURS146 Midterm Studyguide

30 terms

Carina_Clements

Related questions

QUESTION

- A male client with limited mobility is discharged with home health services. When the home health nurse arrives, the client asks what he does for the swelling in his leg. Which should the nurse implement?

5 answers

QUESTION

A client with end-stage pancreatic cancer has decided to terminate medical intervention. What should a nurse anticipate when consulting with palliative care?

9 answers

QUESTION

What are the 4 types of precautions?

15 answers

QUESTION

The nurse is teaching a client with numerous allergies how to avoid allergens. Which instruction should be included in this teaching plan?

15 answers

Why is communication important as a medical assistant?

Complex therapeutic relationships thrive on a delicate balance of listening, understanding, and educating. Patients are individuals with different needs and learning styles, making good communication is a medical assistant's most important skill.

How should a medical assistant communicate with an elderly patient quizlet?

A medical assistant should communicate with an elderly patient by... Avoiding eye contact sends the signal that you are not interested in the patient or are trying to avoid him or her. Speaking loudly to an elderly patient assumes that he or she is hard of hearing and stereotypes the patient as frail.

How can the medical assistant be a good communicator group of answer choices?

Essentially, medical assistants can improve their communication skills by taking the following suggestions: Pay closer attention to the words you're using when you're with a patient. Always mind your manners when you're speaking to a patient. Put more effort into to listening to each patient you encounter.

When talking with a patient the medical assistant should always be?

Telephone Communication A medical assistant should remain professional and supportive during all phone communication and prioritize clarity when relaying information.