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PERSONAL & PROFESSIO
Introduction to Health Occupations
Question | Answer |
---|---|
PERSONAL AND PROFESSIONAL QUALITIES OF A HEALTH CARE PROVIDER. One who is authorized by the state to provide health care services is abbreviated HCP which stands for: | health care provider. |
The system that provides health care is called: | healthcare. |
A respect for those whose opinions, practices, race, religion or nationality differ from your own is called: | tolerance. |
Appropriate and reasonable mean: | correct aka prudent. |
A reference explaining medical procedures is called a: | procedures manual. |
Reference and manual mean: | source of information (instructions). |
Procedures are: | ways. |
The level of performance expected of a health care provider (HCP) is called the: | standard of care. |
The standard of care can be found in the: | procedures manual. |
An obligation (requirement) to perform (act) in a predetermined manner (way) is called; | affirmative duty. |
Predetermined means: | decided in advance. |
Conforming to (following) the rules and standards of healthcare is called: | medical ethics. |
One's personal concept of right and wrong is called: | morals. |
Concept means: | opinion. |
Voluntary acceptance of a known danger is called: | assumption of risk. |
Assumption of risk in healthcare includes contact with: | communicable disease. |
Communicable means: | contagious (catchy). |
Ceasing care without due notice is called: | abandonment aka dereliction of duty. |
Ceasing means: | stopping. |
Due notice means: | providing sufficient (enough ) time. |
Examples of abandonment include: | 1. Absent for a scheduled shift without due notice (providing sufficient time). |
Examples of abandonment include: | 2. Leaving work without due notice (providing sufficient time). |
Abandonment is aka: | dereliction of duty. |
Report absences and tardiness to your: | supervisor. |
The penalty for abandonment can be: | termination of employment. |
Abandonment is aka: | dereliction of duty. |
Acceptable excuses for abandonment include: | 1. You have been kidnapped. |
Acceptable excuses for abandonment include: | 2. You are in a coma. |
Acceptable excuses for abandonment include: | 3. You are dead. |
Descriptive terms associated with advancement in healthcare include: | 1. Punctual. |
Descriptive terms associated with advancement in healthcare include: | 2. Honest. |
Descriptive terms associated with advancement in healthcare include: | 3. Friendly. |
Descriptive terms associated with advancement in healthcare include: | 4. Courteous (polite). |
Descriptive terms associated with advancement in healthcare include: | 5. Flexible. |
Descriptive terms associated with advancement in healthcare include: | 6. Helpful. |
Descriptive terms associated with advancement in healthcare include: | 7. Patient. |
Descriptive terms associated with difficulties in healthcare include: | 1. Absent or tardy (late). |
Descriptive terms associated with difficulties in healthcare include: | 2. Disrespectful. |
Descriptive terms associated with difficulties in healthcare include: | 3. Confrontational. |
Descriptive terms associated with difficulties in healthcare include: | 4. Impatient. |
Descriptive terms associated with difficulties in healthcare include: | 5. Untrustworthy. |
Descriptive terms associated with difficulties in healthcare include: | 6. Uncooperative. |
Descriptive terms associated with difficulties in healthcare include: | 7. Inappropriate. |
Protocol for correcting an error (mistake) in a medical record include: | 1. Drawing one (1) line through the error. |
Protocol for correcting an error (mistake) in a medical record include: | 2. Writing "error" and the reason for the error above or below the error or in the margin. |
Protocol for correcting an error (mistake) in a medical record include: | 3. The date and time the correction was made. |
Protocol for correcting an error (mistake) in a medical record include: | 4. The signature and title of yourself and a witness. |
Understanding without unusual emotional involvement is called: | empathy. |
Feeling sorrow for another's misfortune is called: | sympathy aka compassion. |
Physical or emotional exhaustion caused by prolonged stress is called: | burnout. |
Exhaustion means: | loss of energy aka fatigue. |
Signs (Sx) and symptoms (SX) of burnout include: | 1. Negativity about the workplace. |
Signs (Sx) and symptoms (SX) of burnout include: | 2. No interest in returning to work. |
Signs (Sx) and symptoms (SX) of burnout include: | 3. Poor job performance. |
Signs (Sx) and symptoms (SX) of burnout include: | 4. HTN which stands for hypertension. |
Signs (Sx) and symptoms (SX) of burnout include: | 5. Inability to obtain adequate (enough) sleep called insomnia. |
Signs (Sx) and symptoms (SX) of burnout include: | 6. Abuse of drugs and/or alcohol (ETOH). |
Signs (Sx) and symptoms (SX) of burnout include: | 7. MDD which stands for major depressive disorder aka clinical depression. |
Burnout means: | physical or emotional exhaustion (fatigue) caused by prolonged stress. |
Therapeutic (beneficial) stress management techniques include: | 1. Regular exercise. |
Therapeutic (beneficial) stress management techniques include: | 2. Talking to someone about your deepest feelings and/or writing your deepest feelings in a journal. |
Therapeutic (beneficial) stress management techniques include: | 3. Regular participation in an activity (hobby) that you enjoy. |
Therapeutic (beneficial) stress management techniques include: | 4. Focusing on the positive basics of life. |
Positive basics of life include: | 1. Being alive!. |
Positive basics of life include: | 2. Potable water which means safe to drink. |
Positive basics of life include: | 3. Not struggling with hunger. |
Positive basics of life include: | 4. Living in a country not devastated by war. |
Prudent (reasonable) judgement is called: | common sense. |
Prudent (reasonable) means: | appropriate or correct. |
The ability to think logically instead of emotionally is called: | critical thinking. |
Critical thinking is the ability to use logic: | instead of emotion |
The number one (1) insult between health care providers (HCP) and their client is: | waiting. |
Insult means: | disrespect. |
Medical practices (behaviors) to stop litigation are called: | preventive medicine. |
Litigation refers to: | lawsuits. |
Waiting room preventive medicine includes: | 1 Offering a variety of current magazines. |
2. Offering a variety of DVDs. | |
3. Offering a variety of video games. | |
4. Offering refreshments after checking on dietary restrictions and/or fasting requirements. | |
Preventive medicine when a physician is running late includes: | 1. Asking clients if they want to reschedule their appointment. |
2. Contacting clients who have not arrived for their appointment, informing them of the delay and asking if they want to reschedule their appointment. | |
Body language is aka: | nonverbal communication. |
Hostile communication is called: | aggressiveness. |
Positive communication to prevent litigation is called: | assertiveness |
Assertiveness includes: | courtesy and politeness and respect. |
Assertiveness includes: | 1. Saying a sincere "please". |
Assertiveness includes: | 2. Saying a sincere "thank you". |
Sincere means: | truthful. |
Assertiveness includes: | 3. Saying a sincere (truthful) you're welcome. |
Assertiveness includes: | 4. Using ma'am and sir. |
Assertiveness includes: | 5. Using Mr., Mrs., + Ms. |
Assertiveness includes: | 6. Acknowledging (greeting) clients immediately upon their arrival. |
Assertiveness includes: | 7. Smiling, even on the telephone :) |
Assertiveness includes: | 8. Concentrating on the client by blocking outside distractions. |
EFFECTIVE COMMUNICATION Effective (useful) communication techniques include: | 1. The most effective communication technique called silence aka listening. |
Effective (useful) communication techniques include: | 2. Facing the client when speaking. |
Effective (useful) communication techniques include: | 3. Looking the client in the eyes. |
Effective (useful) communication techniques include: | 4. Leaning towards the client. |
Effective (useful) communication techniques include: | 5. Being attentive and interested. |
Effective (useful) communication techniques include: | 6. Speaking clearly in a low tone and at moderate speed. |
Effective (useful) communication techniques include: | 7. Using a tone of voice that is warm and friendly and sincere. |
Effective (useful) communication techniques include: | Hello, my name is Ima Example. How may I help you? |
Effective (useful) communication techniques include: | 8. Giving feedback such as: a. Nodding the head. |
Effective (useful) communication techniques include: | b. "Uh huh" |
Effective (useful) communication techniques include: | c. "Go on". |
Effective (useful) communication techniques include: | d. "I see". |
Effective (useful) communication techniques include: | e. "Really?" |
Effective (useful) communication techniques include: | 9. Handling complaints immediately |
Effective (useful) communication techniques include: | 10. Not interrupting a complaint. |
Effective (useful) communication techniques include: | 11. Apologizing even if it is not your fault. |
Effective (useful) communication techniques include: | I am very sorry for your inconvenience, I will personally take care of it immediately. |
Poor communication technique: | "Hey, don't yell at me. I didn't do it! |
Effective (useful) communication techniques include: | 12. Following through with promises. |
Effective (useful) communication techniques include: | 13. Using touch to convey (show) warmth and caring by offering your hand to help but do not force it. |
Effective (useful) communication techniques include: | 14. Being kind and respectful because your clients are fighting a hard battle. |
Effective (useful) communication techniques include: | 15. Not using the phrase "How are you?" unless you are prepared to listen intently to their answer, no matter how long it takes. |
It is your duty (obligation) as a health care provider (HCP) to treat all clients equally and fairly regardless of their: | 1. Appearance. |
It is your duty (obligation) as a health care provider (HCP) to treat all clients equally and fairly regardless of their: | 2. Behavior. |
It is your duty (obligation) as a health care provider (HCP) to treat all clients equally and fairly regardless of their: | 3. Level of education. |
It is your duty (obligation) as a health care provider (HCP) to treat all clients equally and fairly regardless of their: | 4. Economic status |
Not everyone will express: | appreciation for your efforts. |
The satisfaction you obtain from your work must be based on what you give to others: | not on what you receive from them. |
Effective communication techniques will: | 1. Maintain your customer base and encourage it to grow. |
2. Decrease the incidence of litigation aka lawsuit(s). | |
People are less likely to sue you if: | they like you. |
Satisfied customers commonly tell: | four (4) people about your service. |
Dissatisfied customers commonly tell: | ten (10) people about your service. |
BARRIERS TO EFFECTIVE COMMUNICATION: Barriers to effective communication include: | 1. Using informal language called slang. |
Slang includes: | a. Bye bye. |
Slang includes: | b. So long. |
Slang includes: | c. See ya |
Slang includes: | d. Toodles. |
Slang includes: | e. Wassup. |
Slang includes: | f. Honey. |
Slang includes: | g. Sweetie. |
Slang includes: | h. Dear |
Slang includes: | i. Darlin |
Barriers to effective (useful) communication include: | 2. Rolling your eyes. |
Barriers to effective (useful) communication include: | 3. Making a sound of disapproval called tsk. |
Barriers to effective (useful) communication include: | 4. Making a sound of boredom called a sigh. |
Barriers to effective (useful) communication include: | 5. Crossing your arms. |
Barriers to effective (useful) communication include: | 6. Shifting blame to someone else. |
Barriers to effective (useful) communication include: | 7. Putting your hands on your hips. |
Barriers to effective (useful) communication include: | 8. Chewing gum. |
Barriers to effective (useful) communication include: | 9. Being part of an argument. |
Barriers to effective (useful) communication include: | 10. Using offensive language called profanity (swearing). |
Barriers to effective (useful) communication include: | 11. Raising you voice. |
Barriers to effective (useful) communication include: | 12. Finishing other people's sentences. |
Barriers to effective (useful) communication include: | 13. Spreading hearsay called gossip. |
Barriers to effective (useful) communication include: | 14. Talking about yourself. |
Barriers to effective (useful) communication include: | 15. A drooping posture called slouching. |
Barriers to effective (useful) communication include: | 16. Inhaling deeply due to tiredness or boredom called yawning. |
Barriers to effective (useful) communication include: | 17. Making pained facial expressions. |
Barriers to effective (useful) communication include: | 18. Saying "I know how you feel" or "you shouldn't worry." |
Barriers to effective (useful) communication include: | 19. Giving advice instead of information. |
Advice refers to; | your opinion. |
A client says: "Doctor Adams is not helping me, Can you give me the name of a good doctor in the area?" | Poor technique: I think Dr. West is the best. |
Effective (useful) techniques: | Let me get you a list of physicians in the area that may be able to help you. |
Effective (useful) techniques: | Let me get you the number of a physician's referral service." |
Barriers to effective (useful) communication include nervous habits such as: | a. Jiggling your leg(s). |
Barriers to effective (useful) communication include nervous habits such as: | b. Tapping and/or clicking a pen. |
Barriers to effective (useful) communication include nervous habits such as: | c. Playing with your hair. |
Do not be impatient because many of our clients are ill and/or elderly and/or HOH which stands for: | hard of hearing. |
The practice of politeness and proper dress and courtesy is called: | etiquette. |
TELEPHONE ETIQUETTE: Proper telephone etiquette includes: | 1. Answering the telephone on the first (1st) or second (2nd) ring. |
Proper telephone etiquette includes: | 2. Answering the telephone with a pleasant voice because 60% of the impression we make on the phone comes from the tone of our voice. |
Telephone etiquette refers to: | politeness and courtesy. |
Proper telephone etiquette includes: | 3. Speaking clearly in a low tone and at moderate speed. |
Proper telephone etiquette includes: | 4. Having a message pad and pen near the phone in order to quickly write down messages and asking the best time to return the call. |
Proper telephone etiquette includes: | 5. Repeating the message back to the client after the message is documented. |
Proper telephone etiquette includes: | 6. Explaining telephone transfers and giving the client the number. |
Proper telephone etiquette includes: | 7. Asking permission before placing client on hold and waiting for permission. |
Proper telephone etiquette includes: | 8. Checking clients on hold every 60 seconds. |
Proper telephone etiquette includes: | 9. Thanking the client for holding. |
If the party the client wants to speak to is unavailable, ask the client if they want to be: | placed on hold or offer to take their phone number and return the call or ask if they want to be transferred to voice mail. |
Make sure the call is: | returned! |
Let the client: | hang up first. |
Suggested telephone phrases include: | Don't say "Hello." |
Do say: | "Nature Coast Orthopedics, Ima Example Medical Assistant speaking, how may I help you?" |
Don't say: | "Hold on". |
Do say: | "May I place you on hold or should I take your number and return your call?" |
Don't say: | "She's not here." |
Do say: | "Dr. Ryan is in a meeting. If I may have your name and telephone number, I will see that she receives your message." |
Don't say: | "What's your number?" |
Do say: | May I have your telephone number please?" |
Don't say: | "She's busy." |
Do say: | Dr. Barton is unavailable, may I take a message or transfer you to voice mail?" |
Don't say: | Who's this? |
Do say: | "May I ask who is calling please?" |
Don't say: | "What do you want to talk to her about?" |
Do say: | "May I tell what this is in reference to?" |
Don't say: | "I don't know" |
Do say: | "I will look into that immediately and contact you with the results". |
Don't say: | "We can't do that." |
Do say: | "Let me check into that and let you know what we can do." |
Don't say: | "You can't eat or drink for 12 hours before the test." |
Do say: | "In order to obtain accurate test results , it would be best if you do not eat or drink for 12 hours before the test." |
Don't say: | "Hang on a second, I'll be right back." |
Do say: | "It may take a few minutes to get that information. May I place you on hold or should I take your number and call you back?" |
STRESS MANAGEMENT TECHNIQUES: Stress management techniques include: | 1. Getting up 15 minutes earlier. |
Stress management techniques include: | 2. Getting up immediately when the alarm sounds by placing the alarm across the room. |
Stress management techniques include: | 3. Preparing for the morning the night before (clothes, lunch). |
Stress management techniques include: | 4.Driving just under the speed limit. |
Stress management techniques include: | 5. Driving with your headlights on. |
Stress management techniques include: | 6. Taking a different route to school and/or work. |
Stress management techniques include: | 7. Getting to work and/or school early. |
Stress management techniques include: | 8. Breaking large tasks into smaller more manageable portions. |
Stress management techniques include: | 9. Asking for help with the tasks you dislike. |
Stress management techniques include: | 10. Not relying on your memory, instead write it down. |
Stress management techniques include: | 11. Making duplicate keys. |
Stress management techniques include: | 12. Scheduling breaks from technology (especially when driving). |
Stress management techniques include: | 13. Avoiding clothes that fit tight. |
Stress management techniques include: | 14. Doing everything in moderation because too much of anything is not necessarily good. |
Stress management techniques include: | 15. Not relying on chemical aids such as alcohol, caffeine, nicotine, etc. |
Stress management techniques include: | 16. When having a bad day, do something that you are good at and /or visualize something that will bring a smile to your face. |
Stress management techniques include: | 17. Striving for excellence NOT perfection. |
Stress management techniques include: | 18. Scheduling time to play. |
PERSPECTIVE: Perspective means the capacity (ability) to view things according to their: | importance. |
A positive perspective is an effective: | stress management technique. |
OPPORTUNITYISNOWHERE | Do you first see: " Opportunity is no where" or "Opportunity is now here? |
Focusing on the positive will redirect our thoughts and help prevent us from stepping into: | misery. |
When a bad situation occurs, think of three (3) ways it could be worse and then think of three (3) ways you can make the situation: | better. |
The perspective of seeing the glass half full leads to: | happier and healthier lives with less depression. |
Perspective means the capacity (ability) to view things according to their: | importance. |
When a colleague asks, "How are you?" most people expect the standard answer of: | "Fine." |
Instead try answering with: | "Fantastic" or "Outstanding!" or "Superb" or "Awesome!" |
Be complimentary and greet people with a monster smile because projecting a positive image will cause the people around you to be in a: | better mood. |
Projecting a positive image will also give you an advantage during an: | employment interview. |
Projecting a positive image requires: | practice. |
BENEFITS OF REGULAR EXERCISE: Benefits of regular exercise include: | 1. Lowering BP which stands for blood pressure. |
Benefits of regular exercise include: | 2. Increasing energy. |
Benefits of regular exercise include: | 3. Wt control which stands for weight control. |
Benefits of regular exercise include: | 4. Promoting restful sleep. |
Benefits of regular exercise include: | 5. Relieving chronic (persistent) pain. |
Benefits of regular exercise include: | 6. Improving muscle strength and flexibility and tone. |
Benefits of regular exercise include: | 7. Improving posture. |
Benefits of regular exercise include: | 8. Firming muscles of the abdomen. |
Benefits of regular exercise include: | 9. Greater mobility of joints. |
Benefits of regular exercise include: | 10. Strengthening bones and reducing the risk of OP which stands for osteoporosis. |
Benefits of regular exercise include: | 11. Reducing the risk of CVD which stands for cardiovascular disease. |
Benefits of regular exercise include: | 12. Reducing the risk of VV which stands for varicose veins. |
Benefits of regular exercise include: | 13. Improving digestion and increasing the metabolism of fat. |
Benefits of regular exercise include: | 14. Fewer diseases by decreasing the strength of the immune system. |
Benefits of regular exercise include: | 15. Promoting faster recovery from injury or disease or surgery. |
Benefits of regular exercise include: | 16. Alleviating PMS which stands for premenstrual syndrome. |