Importance of Communication Skills in Healthcare

Why are an MA's communication skills important to the quality of patient care?

• Because patients will want to come to appointments if an MA is pleasant to talk to

• Because MAs are often responsible for communicating observations and concerns to the provider

• Because providers do not have the time to talk to patients themselves

• Because good communication gives the MA information they need to make a diagnosis

In the communication process, what step comes after receiving a message?

• Sending a message

• Providing feedback

• Forming an argument

• Repeating the message

During a blood draw, a patient winces when the needle is inserted and then bites her lip. The MA asks if she is in pain and the patient says she is not. What indicates that the patient may not be telling the truth?

• The patient's nonverbal communication

• The patient's verbal communication

• The MA's nonverbal communication

• The MA's verbal communication

What would be the most professional way for the MA to clarify the situation described in question #3?

• I think you're lying to me. It hurts, doesn't it?

• That's kind of us. It looks like you're hurting.

• Do I trust your words or your face?

• It's OK to tell me if it hurts. It looks like you might be in pain.

Keaton works as an MA at a facility that uses an online medical interpretation service. Mrs. Qian is a new patient. She is a native speaker of Mandarin Chinese, but says she speaks and understands English well enough to not need the interpretation service. Every time Keaton asks her a question, she pauses and then nods and says “Yes.” Keaton is not sure she understands. What should he do?

• Ask her if she understands

• Try to trick her into giving an incorrect answer so he can prove she does not understand

• Tell her he would feel more confident in the care he gives her if he uses the interpretation service

• Ask her to reschedule her appointment for when a Mandarin speaker is in the office

A 17-year-old patient tells the MA that she would like to get a prescription for birth control pills, but that she is afraid to tell the doctor. Which of these responses is most likely to make the patient feel defensive?

• Why not?

• I know it's hard to talk about these things. Can you tell me a little bit more about why you don't want to tell the doctor?

• Is there anything I could do to help you feel more comfortable talking to the doctor?

• I can't answer medical questions but if it would help I could answer any general questions you have. Then maybe you'd feel ready to talk to the doctor.

Johanna does not always believe new patients who report they are in pain. She thinks they may be lying to get medications and does not always document what they say about their pain. When patients she has known for a long time report that they are in pain she always believes them. She always documents what they report about their pain. Which of the following is true?

• Johanna's actions are correct because she does not have enough information to trust the new patients.

• Johanna's actions are not correct and may be based on bias; they may harm patients.

• Johanna's actions are not correct but they are harmless.

• Johanna's actions are not important because patients also have an opportunity to talk to the provider directly.

An MA who works at a geriatrics office will see less diversity in patient _________ than an MA who works at a family practice office.

• Culture

• Income

• Education

• Age

A patient looks down every time an MA makes eye contact. The MA should

• Continue to make eye contact until the patient gets used to it

• Ask the patient to please look up

• Tell the patient that it is rude to look down when someone is talking to them

• Adjust her approach and stop trying to make eye contact

How should an MA communicate with a patient who has a mild hearing impairment?

• He should shout.

• He should type messages on a tablet computer.

• He should speak clearly and slowly while directly facing the person.

• He should use American Sign Language or get a sign language interpreter.