A general tip in writing an effective letter is..

Know the type of person being written to

When a patient is upset for waiting too long, the MA should say...

"I am sorry; excuse me while I check to see when you may expect to be seen"

Which statement is considered an open-ended communication?

"tell me what brings you in today?"

Objective of therapeutic communication includes... (more than one right answer)

communicating technical information in a form the patient can understand, providing comfort & indicating patients are important

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HCP203 CLO 2

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Questions 11

Answers

1
An embarrassed patient might not ask you to repeat yourself when they don't understand for the following reasons except
Confusion
Stubbornness
Fear
Embarrassment
2
A general tip in writing an effective letter is..
Know the type of person being written to
use the active voice to soften the impact of negative news
establish the purpose as you're writing the letter
always use the passive voice
3
When a patient is upset for waiting too long, the MA should say...
"I am sorry; excuse me while I check to see when you may expect to be seen"
"This is a very busy clinic; please be patient"
"We are sorry; the doctor is way behind"
"yeah, I know. It's a busy day."
4
Which statement is considered an open-ended communication?
"is the cough keeping you awake at night?"
"tell me what brings you in today?"
"have you had a fever in the past 24 hours?"
"are you experiencing significant pain?"
5
Communication is defined as...
process of talking
process of orally speaking to each other
process of sharing meaning
process of nonverbally speaking to each other
6
Noise is when anything interferes with the communication process.
True
False
7
Most cultures in the US, when an MA is speaking w/a patient making direct eye contact it encourages...
control of the conversation
emotional reasoning
a subordinate relationship
open communication
8
All are considered facilitative communication techniques EXCEPT...
advising
clarifying
encouraging
accepting
9
What document shows who's responsible for the various calls coming into the medical office?
routing list
employee handbook
procedure manual
telephone directory
10
All may inhibit effective communication except..
clarity
patients of other cultures
patients with behavioral issues
angry patients
11
Objective of therapeutic communication includes... (more than one right answer)
communicating technical information in a form the patient can understand
providing comfort & indicating patients are important
Sharing your personal beliefs and moral values with the patient
disregarding the concerns and fears of the patient

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