Effective Communication

Why has the growth of managed care increased the need for improved communication?

• Managed care forces patients to pay more for their care, and patients must communicate to assure they get their money’s worth of medical care.
• Managed care causes patients to pay for their care up front and then to communicate with the managed care company for all reimbursement.
• Managed care systems are large and very complex with a number of rules for the patient to follow, increasing the chance of miscommunication.
• Managed care forces the patient to receive his or her care primarily at home, and the health care workers must communicate with the patient using phone and e-mail.

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 bad condition
• I am busy and do not really care about you
• I am recommending what is best for you

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”

Prejudice on the part of a healthcare worker is a barrier to communication because the health care worker will:

• See the stereotype and not the individual patient
• Not be able to understand the words the patient uses
• Spend all his/her time being critical of the patient
• Not have the skills to communicate with the patient

Joyce is working at the Senior Olympics and knows that 25% of the seniors indicated significant hearing loss on their health forms. How should Joyce position herself when talking to a group of these senior athletes?

• In a partly shady area
• With the sun in their eyes
• Facing the sun
• About 6 – 12” away

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 do 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

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

• Bloody urine
• Flank pain
• Difficulty urinating
• Nausea

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

A patient tells her doctor “I think I want a second opinion.” Which of the following is an example of a paraphrasing response by her doctor?

• “So you want us to refer you to a specialist.”
• “Why do you think you need a second opinion?”
• “Is something else bothering you?”
• “Do you disagree with the treatment I’m recommending?”