Medical Office Procedures Review Questions and Correct Answers
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Course
Medical Office Procedures
Institution
Medical Office Procedures
What are the "Five Cs" of better communication? - Content: Addresses all areas of interest and fully answers questions - Conciseness: Get to the point; say what needs to be said in as few words as possible - Clarity: Choose words that accurately and precisely convey meaning - Coherence: Create a lo...
Medical Office Procedures Review
Questions and Correct Answers
What are the "Five Cs" of better communication? ✅- Content: Addresses all areas of
interest and fully answers questions
- Conciseness: Get to the point; say what needs to be said in as few words as possible
- Clarity: Choose words that accurately and precisely convey meaning
- Coherence: Create a logical, easy-to-follow train of thought
- Check: Ask for feedback or clarification to ensure comprehension
What are the aspects of active listening? ✅1) Don't interrupt the patent while they
speak
2) Give the patient feedback so that they feel understood
3) Don't hurry the conversation
4) Minimize interruptions
What is the difference between empathy and sympathy? ✅Sympathy is pity while
empathy is the ability to identify someone's feelings.
When interviewing a patient, what are the acceptable identifiers used in health care to
verify their identity? ✅Name, DOB, and the last four digits of their Social security
number.
What are the techniques one may use when interviewing patients? ✅1) Open-ended
questions
2) Close- ended questions: Can be answered with "yes" or "no"
3) Reflecting: The practice of repeating the patient's statement so that the patient knows
they have been understood
4) Indirect questioning
5) Direct questioning
✅- Smile and introduce yourself to the patient.
- Identify the patient verifying the patient's birth date.
- Verify that you have the correct patient chart.
- Maintain a professional persona.
- Maintain eye contact with the patient.
- Ask the patient open-ended questions.
- Do not interrupt the patient.
- Paraphrase the patient's statements to verify comprehension.
- Watch for the patient's nonverbal communication.
- Summarize the patient's statements to maximize understanding and conclude the
interview.
- Document appropriate information in the patient's file and in a note to the doctor.
, What are some key things to remember when communicating with hearing-impaired
patients? ✅- Usually they read lips so speak slowly, facing them and verify through
questioning the they can read your lips
- Make sure that you have their attention before beginning the conversation
- If their is an interpreter remember that the conversation is still with the patient, but
include the interpreter
- If you're ready to take the patient to the examination room, alert them by entering the
reception area, touching their arm to get their attention if necessary, and motioning for
them to follow.
- At the end of the patient's visit, chart all communications, including verification of the
patient's understanding.
What are some key things to remember when communicating with sight-impaired
patients? ✅- Ensure that any service animal accompanies the patient in the exam
room and can be arranged directly next to them
- Alert the patients to any steps, doorways, ramps, or slops along the way
- Place the patient's hand on the chair or table where sitting is desired
- Offer written instructions in large print
- Offer to audio-record or read instruction to the patient
- Ask the patient the questions on the history form, and write down the answers. Ensure
the patient's responses are clearly understood.
- At the end of the patient's visit, chart all communications, including how the patient's
understanding was verified.
- Sign and date the patient history form and note that the history form was completed for
the patient due to sight impairment.
What are some key things to remember when communicating with patients with speech
impairments? ✅- When communication is difficult, have the patient repeat themselves.
NEVER GUESS WHAT THEY ARE TRYING TO SAY
- If you still cannot understand them have them write it down.
What are some key things to remember when communicating with patients who cannot
read? ✅- Pay attention to physical cues
- They usually forget their glasses and would like you to read/fill out something for them.
What are some key things to remember when communicating with patients who do not
speak English? ✅- When the patient arrives in the office with an interpreter, obtain the
name of the interpreter and verify the spelling.
- Obtain the interpreter's contact information for the patient's medical record. If the
interpreter has a business card, attach it to the patient's file.
- Communicate with the patient directly; do not speak directly to the interpreter.
- When any of the interpreter's comments are unclear, ask for clarification.
- Document all essential parts of the interview in the patient's chart.
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