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HCP203 CLO2 Flashcards | StudBud
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HCP203 CLO2
HCP203 CLO2
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1
If an upset patient expresses frustration concerning a long wait, the medical assistant should say _____.
"We are very sorry; the doctor is way behind"
"Yeah, I know; it's a busy day"
"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"
2
Repeating what a patient says, checking for understanding is called__________.
Clarifying
Mirroring
Open communication
Cohesive
3
Communication is best defined as a _____.
process of talking
process of sharing meaning
process of nonverbally speaking to each other
process of orally speaking to each other
4
Which of the following statements reflects open-ended communication?
"Are you experiencing significant pain?"
"Have you had a fever in the past 24-hours?"
"Is the cough keeping you awake at night?"
"Tell me what brings you in today."
5
All of the following are reasons a patient might not ask you to repeat instructions when they do not understand, except.
Embarrassment
Stubbornness
Confusion
Fear
6
In most cultures in the US, when a medical MA is speaking with a patient, making direct eye contact encourages _______?
emotional reasoning
control of the conversation
a subordinate relationship
open communication
7
All of the following are considered facilitative communication techniques
except
_____.
encouraging
clarifying
accepting
advising
8
A document that lists who is responsible for certain types of calls in the office and how the calls are to be handled?
employee handbook
routing list
telephone directory
procedure manual
9
Anything that interferes with the communication process is best described as _____.
source
message
noise
receiver
10
When writing an effective letter, a general tip is to __________.
establish the purpose as the letter is being written
use the active voice to soften the impact of negative news
know the type of person being written to
always use the passive voice
11
All of the following may inhibit effective communication, except..
Patients of other cultures
Patients with behavioral health issues
Clarity
Angry patients
12
The objective of therapeutic communication includes _____. (Select all that applies).
providing comfort
communicating technical information in a form the patient can understand
disregarding the concerns and fears of the patient
indicating that patients are important
