PCT Ch 3 Communication & Diversity

Why are a PCT’s communication skills important to the quality of patient care?

• Because patients will tell others positive things about the facility if a PCT is pleasant to talk to

• Because PCTs communicate observations and concerns about patients to the nurse

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

• Because good communication gives the PCT 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 PCT asks if she is in pain and the patient says she is not. What might make the PCT think the patient is not telling the truth?

• The patient’s nonverbal communication

• The patient’s verbal communication

• The PCT’s nonverbal communication

• The PCT’s verbal communication

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

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

• That’s kind of sus. 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 a PCT at a facility that uses an online medical interpretation service. Mrs. Qian is a new patient who is a native speaker of Mandarin Chinese. 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 he should Google common words in Chinese

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

• Tell the nurse he would like to use the interpretation service

• Ask the nurse to assign a Chinese-speaking PCT to care for her instead of him

When PCT Johanna is helping patients who are obese with their meals, she suggests they eat their vegetables first and avoid carbohydrates. She removes desserts from their trays. She does not do this with other patients. Which of the following is true?

• Johanna’s actions help these patients by improving their habits.

• 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 make no difference since she is not a provider.

A PCT who works at a children’s hospital will see less diversity in patient _______ than a PCT who works at a community hospital.

• Culture

• Income

• Education

• Age

A PCT is caring for an elderly patient who has complained several times that a new medication is making her feel sleepy and confused. The PCT believes these feelings are not related to the medication and are normal for an older person. Which of the following is true?

• The PCT should look up the drug and see if these are possible side effects before deciding whether to report them.

• The PCT should report the patient’s complaints.

• The PCT should suggest that the patient tell the nurse.

• The PCT should ask the patient’s family members if they have noticed a difference in the patient.

A patient tells the PCT caring for him that he is scared and sad because the doctor suggested hospice care. Which of the following is a validating response from the PCT?

• Well, surely there are more cheerful things we could talk about!

• I wouldn’t worry yet. You should definitely get a second opinion.

• I’m sorry to hear that. It must be so hard.

• You’ll be fine. I promise.

A patient has been diagnosed with cancer. The PCT tells the patient and her family that her aunt beat cancer by cutting all sugar and other inflammation-causing foods from her diet. What can be said about the PCT’s comment?

• It is an example of effective therapeutic communication.

• It is an example of assertive communication.

• It is an example of giving advice, which is beyond scope for a PCT.

• It is an example of validation.