Deck 4: Interacting With Patients

Question 1

Identify styles and types of verbal communication

Answer 1

not answered

Question 2

Define both medical terms and abbreviations related to all body systems

Answer 2

not answered

Question 3

Medical Office Business Procedures/Management

Answer 3

It seems like you're asking for information on Medical Office Business Procedures/Management, but your question is incomplete. To provide a full answer, I would need a specific question or topic within the realm of Medical Office Business Procedures/Management. However, I can give you an overview of common procedures and management practices in a medical office setting.Medical Office Business Procedures/Management typically involves the following aspects:
1. **Patient Scheduling and Registration**: Efficiently managing patient appointments to optimize the use of medical staff and facilities. This includes patient registration, collecting insurance information, and maintaining patient records.
2. **Billing and Coding**: Accurately coding procedures and diagnoses using standardized medical codes, such as ICD-10 and CPT, to process insurance claims and patient billing.
3. **Insurance Verification and Authorization**: Confirming patient insurance coverage and obtaining necessary pre-authorizations for procedures to ensure payment.
4. **Compliance**: Adhering to healthcare laws and regulations, such as HIPAA for patient privacy and OSHA for workplace safety.
5. **Financial Management**: Overseeing budgeting, payroll, and financial planning. This includes managing accounts receivable and payable, and negotiating with suppliers.
6. **Human Resources**: Hiring, training, and managing staff, ensuring that the office is adequately staffed with qualified personnel.
7. **Office Administration**: Managing day-to-day operations, including ordering supplies, equipment maintenance, and ensuring the office environment is organized and conducive to patient care.
8. **Quality Control**: Implementing procedures to monitor and improve the quality of care provided, including patient satisfaction and safety measures.
9. **Electronic Health Records (EHR) Management**: Utilizing EHR systems to maintain accurate and comprehensive patient records, and to streamline communication between different healthcare providers.
10. **Communication**: Ensuring effective communication within the office and with patients, including handling patient inquiries, complaints, and education.
11. **Strategic Planning**: Developing strategies to improve office efficiency, patient care, and business growth. This may involve marketing, community outreach, and adapting to changes in healthcare policies.
12. **Risk Management**: Identifying potential risks to the practice, including malpractice, and implementing strategies to mitigate these risks.
If you have a specific question within any of these areas or another aspect of Medical Office Business Procedures/Management, please provide more details so I can give you a more targeted answer.

Question 4

Identify techniques for overcoming communication barriers

Question 5

Identify the role of self boundaries in the health care setting

Question 6

What are tone of voice, voice pitch, voice volume, and voice quality examples of?

A) Verbal communication
B) Psychology
C) Secondary nonverbal communication
D) Body language

Question 7

What is an internal factor that can interfere with communication?

A) Pain
B) Noise
C) Lack of privacy
D) Distracting environment

Question 8

The type of listening when the medical assistant remains "in the moment" and focuses fully on the patient's message is called

A) Open listening
B) Closed listening
C) Active listening
D) Verbal listening

Question 9

Differentiate between adaptive and non-adaptive coping mechanisms

Question 10

Discuss all levels of governmental legislation and regulation as they apply to medical assisting practice, including FDA and DEA regulations

Question 11

Identify resources and adaptations that are required based on individual needs-i.e., culture and environment, developmental life stage, language, and physical threats to communication

Question 12

How can the medical assistant be a good communicator?

A) Make explanations using technical terms.
B) Speak in a hurried manner.
C) Be effective in sending and receiving messages.
D) Set up barriers to effective communication.

Question 13

Which aspect of our communication is most likely to convey our true feelings and beliefs?

A) Nonverbal communication
B) Verbal communication
C) Increased use of slang
D) Spoken words only

Question 14

Psychology of Human Relations

Question 15

Recognize the elements of oral communication using a sender-receiver process

Question 16

What are the uses of arm gestures, facial expressions, and turning one's head all examples of?

A) Verbal communication
B) Impatience
C) Defamation
D) Body language

Question 17

Which of the following is an important part of active listening for a medical assistant?

A) Planning what to say next while the patient is talking
B) Watching the clock to be sure that the conversation remains short
C) Focusing all attention on the patient
D) Nodding several times while the patient is speaking

Question 18

Discuss the role of assertiveness in effective professional communication

Question 19

Recognize communication barriers

Question 20

Identify nonverbal communication

Question 21

During the interview, the medical assistant questions the patient as follows: "Describe your pain for me. What has been going on with you since you were last here? How has your appetite been? How have you been sleeping?" What are these examples of?

A) Closed questions
B) Being nosy
C) Being judgmental
D) Open questions

Question 22

What measure may improve communication if the patient has an impaired level of understanding?

A) Speaking slowly
B) Repeating information in a different way
C) Using gestures and demonstrations
D) Maintaining good eye contact
E) All of the above

Question 23

You were trying to educate Mr. Wilson about an upcoming procedure and post-surgical care. Unfortunately, because he skipped lunch that day and his blood sugar was low, he was not able to learn the information that would help to decrease his anxiety about the procedure. Mr. Wilson is demonstrating an example of

A) Impaired hearing
B) Maslow's hierarchy of needs
C) Poor listening skills
D) Self-actualization

Question 24

The term that best defines "a psychologic response to a perceived threat," and one of the most common responses to illness, is

A) Hypochondria
B) Depression
C) Acting out
D) Anxiety

Question 25

On the fourth level of Maslow's hierarchy of needs are the needs for esteem and recognition. What do these include?

A) Self-esteem
B) Respect of others in one's peer group
C) Success in work
D) Prestige in the community
E) All of the above

Question 26

If a patient's vision cannot be corrected to 20/200 in the better eye, what is it called?

A) Legal blindness
B) Total blindness
C) Poor visual correction
D) Low vision

Question 27

How is the patient likely to react if the medical assistant asks, "Why aren't you following your diet?"

A) Become defensive
B) Answer honestly
C) Smile but not answer
D) Say, "I'm glad you asked me that question."

Question 28

In the United States, the typical personal distance or comfort zone for conversation with others is

A) 3-4 feet
B) 1-2 feet
C) 6-7 feet
D) While touching

Question 29

If a patient asks for a medical assistant's personal telephone number, and the medical assistant answers calmly that she does not give her telephone number to patients, what is the medical assistant demonstrating?

A) Lack of interest in the patient
B) Assertive maintenance of self boundaries
C) Hostility toward the patient
D) Empathy with the patient

Question 30

How could the medical assistant show empathy for a patient?

A) Express sympathy for the patient's problems.
B) Tell the patient about his or her own problems.
C) Acknowledge the patient's feelings.
D) Make no comment in order to avoid embarrassing the patient.

Question 31

Which of the following is NOT a barrier to communication in the medical office?

A) Patients with limited English
B) Hearing impairment
C) Limited understanding of medical information
D) Body language

Question 32

When interviewing the patient, when should the medical assistant use closed questions?

A) When expecting a long explanation from the patient
B) When looking for general information
C) When hoping that the patient will open up and talk
D) When looking for a one-word or short answer

Question 33

Which is the most common?

A) Total deafness
B) A patient that uses sign language
C) Hearing impairment that interferes with communication
D) A patient who can lip read easily

Question 34

How can the medical assistant facilitate communication nonverbally?

A) Avoid eye contact
B) Be aware of his or her own and the patient's body language
C) Ask the patient to repeat anything that is unclear
D) Stand close to the patient

Question 35

Which of the following is an example of a closed question?

A) "What is the reason for your visit today?"
B) "Are you an only child?"
C) "Can you describe your pain for me?"
D) "What are your plans for the future?"

Question 36

Which of the following is NOT a common reaction to illness?

A) Anger
B) Anxiety
C) Relief
D) Guilt

Question 37

Which of the following is true with regard to eye contact?

A) Maintaining eye contact is a sign of interest and involvement in many Asian cultures.
B) Eye contact should be maintained at all times and with all patients when taking a patient history.
C) Eye contact is always a sign of respect.
D) If the patient looks away, and the medical assistant continues to seek eye contact, this can be perceived as aggression.

Question 38

If a patient is not comfortable with English, what should the medical assistant avoid?

A) Speaking directly to the patient instead of the translator
B) Speaking slowly and using simple terms when speaking to the patient
C) Arranging for telephone or video translation services
D) Using the patient's child as a translator

Question 39

How should the medical assistant help a sight-impaired patient?

A) Automatically take the patient's arm to guide him or her
B) Describe the environment clearly in words
C) Do nothing-the patient knows what he or she is doing
D) Have the receptionist deal with the patient

Question 40

When a patient must cope with a serious illness, offering choices is most helpful because

A) It helps the patient feel calm
B) It helps the patient gain some sense of control
C) It helps relieve the patient's feelings of guilt
D) It helps relieve the patient's anxiety

Question 41

A foreign-born patient discloses that he is using herbs sent from a relative and rubbing the leaves on his skin for healing. The most appropriate response of the medical assistant would be to

A) Joke privately with office colleagues about the behavior, but say nothing to the patient.
B) Tell the patient that it won't help his condition.
C) Explain why Western medicine is superior to traditional practices.
D) If using the herb is not causing harm, respect and accept the patient's practices.

Question 42

What function do ego defense mechanisms serve?

A) They allow a patient to adopt inappropriate behaviors.
B) They help a patient to face unpleasant situations head-on.
C) They justify blaming others for the person's situation.
D) They protect against being overwhelmed by painful feelings.

Question 43

When the medical assistant does not understand what the patient has said, which of the following would be appropriate to clarify the communication?

A) "Talk slower-I can't understand you."
B) "Run that by me again."
C) "I'm sorry, I did not understand what you just said. Would you please repeat it?"
D) "You are confusing me."

Question 44

Denial can be useful in that it can provide a period of time to find a way to deal with illness, death, or disability.

Question 45

It is always a good idea to touch patients as much as possible to help convey caring.

Question 46

Changes in facial expression and body position when communicating are examples of nonverbal cues.

Question 47

What is the one of the best ways to clarify what the patient is trying to say?

A) Be silent and wait for further explanation.
B) Ask the patient specific closed questions.
C) Make your best guess regarding the interpretation of what the patient has said.
D) Paraphrase-put the patient's meaning into your own words and give the patient the opportunity to confirm that your statement is correct.

Question 48

The best response when a patient expresses anxiety about an illness is to reassure them that everything will be fine.

Question 49

When is it appropriate for the medical assistant to use silence in an interview with a patient?

A) Whenever the medical assistant feels threatened
B) When the medical assistant wants to encourage the patient to respond
C) When the medical assistant does not believe what the patient has just said
D) Silence is not appropriate when interviewing a patient

Question 50

Which of the following is NOT true with regard to anxiety and anxiety attacks?

A) They should be dealt with it as a medical issue first.
B) Severe episodes are often called panic attacks.
C) The patient should be instructed to breathe into a brown paper bag.
D) Anxious patients often do not remember what they are told.

Question 51

A patient with inoperable lung cancer says that he will stop smoking so that he can live until his daughter's graduation. He is most likely in the depression stage of the grieving process.

Question 52

The best response when dealing with an angry patient is to escort them out of the office and reschedule their appointment.

Question 53

Translation assistance is required before a patient with a language barrier can give written consent for an invasive procedure or minor office surgery.

Question 54

To demonstrate caring to a patient that is sitting in an examining room chair, the medical assistant should remain standing while talking to the patient.

Question 55

If a patient facing a serious illness appears to be using denial, how should the medical assistant respond?

A) Agree with the patient that the illness is minor.
B) Tell the patient that he or she does not appear to be facing reality.
C) Accept the denial without reinforcing it.
D) Reassure that patient that everything will probably turn out well.

Question 56

The primary reason that the medical assistant should regularly solicit feedback when communicating with patients is to determine whether they

A) Are hearing-impaired
B) Are cooperative
C) Understand what has been said
D) Are mentally disabled

Question 57

The term terminal phase refers to stages of professional communication.

Question 58

Self boundaries define how others can get, both physically and mentally.