Effective Communication in Healthcare

Patient satisfaction from the health care experience is mostly determined by the:

• Cost of health care.

• Efficiency of the care givers.

• Number of services ordered by the physician.

• Quality of communication from care givers.

You are caring for a patient who is visually impaired and need to measure the patient’s vital signs. You should:

• Ask the patient’s family to explain what you are going to do to the patient.

• Avoid talking while in the patient’s room.

• Announce yourself upon entering the room, introduce yourself, and explain what you will be doing.

• Greet the patient when entering the room and then carry on a non-threatening conversation to put the patient at ease.

A dentist walks into a room with a client seated in the dental chair. While looking at x-rays, the dentist states “We are going to need to send you to an endodontist.” As the dentist is walking out the door, he adds “My receptionist will make you an appointment.” What message does the dentist’s body language send to the patient?

• You need more help than I can give you.

• Your gums are in really bad condition.

• I am busy and do not really care about you.

• I am recommending what is best for you.

Which of the following is an objective sign of a bruised kidney?

• Bloody urine

• Flank pain

• Difficulty urinating

• Nausea

What communication behavior by a health care provider demonstrates a sincere concern for the patient’s welfare?

• Listening carefully

• Repeating what the patient says

• Maintaining eye contact

• Calling the patient "sweetie."

Mrs. Peters is admitted with dizziness and loss of balance. She says she cannot sleep at night because it feels like the room is spinning around. Her complaints are classified as:

• Psychosomatic

• Pathologic

• Objective

• Subjective

Michelle asks Laura to help her make an occupied bed. Laura tells Michelle that she is going on break but she believes Jeremy is available to help. Using the communication model, “I am going on break but I believe Jeremy is available to help.” is best described as:

• The sender

• Nonverbal communication

• The message

• Feedback

What element of the communication model is represented by the letter C in the diagram above?

• Feedback

• Message

• Sender

• Receiver

What parts of the communication model above could be nonverbal?

• A and B

• C and D

• A, B, C, and D

• D only

Which of the following is an example of an open-ended question?

• “How long have you had this pain?”

• “What are you taking to help you sleep?”

• “Why do you think you keep gaining weight?”

• “Do you feel better when you are sitting or standing?”