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Terms in this set (62)Detrimental Harmful Integrity Adhering to ethical standards or right conduct standards. Come together when discussing professionalism Courtesy, respect, and dignity Diversity Describes the differences and similarities in identity, perspective, and points of view among people. Diversity- Nationality Pertains to the country where the person was born and holds citizenship. Example: John was born in Mexico and moved to the United States. He became a U.S. citizen. Diversity- Race A group of people that has the same physical characteristics (e.g., skin color). Example: Even though John was born in Mexico, his mother is Mongolian (Japanese descent) and his father is Caucasian. Diversity- Cultural General customs, norms, values, and beliefs held by a group of people. Example: John has adapted to the U.S. culture. He likes to be on time for appointments. Even though he grew up in a large family (six children), he is comfortable with having two or three children. Diversity- Ethnic A group of people who share a common ancestry, culture, religion, traditions, nationality, language, etc. Example: John states he is Mexican. Growing up he learned his family's Mexican traditions. He plans to share these with his children someday. He values his family and respects his grandparents and parents. Diversity- Social All the ways a person is different from others (e.g., lifestyle, religion, tastes, and preferences). Example: John does not drink alcohol or smoke. He exercises in the gym each day. He likes to visit art museums and learn about history. It is not appropriate for the medical assistant to: • Share personal issues, struggles, life stories, or other personal intimate information Unprofessional Dress Code for
Medical Assistants • Dirty, wrinkled, ripped scrubs Unprofessional Dress Code for Medical Assistants • Unnatural colors; dirty, messy hair Unprofessional
Dress Code for Medical Assistants • Long, polished, artificial nails Unprofessional Dress Code for Medical Assistants • Over use of makeup Unprofessional Dress Code for Medical
Assistants • Rings with stones Professional Dress Code for Medical Assistants • Wedding band (no stones) Being a credentialed medical assistant has certain benefits: • Credentialed medical assistants have had to pass a national standardized exam. Passing the exam indicates that they have the knowledge to perform the medical assistant's duties. American Association of Medical Assistants (AAMA) Certified Medical Assistant Recertify every 5 years either by exam or by earning 60 continuing education points. Specific points must be achieved in the three content areas. At least 30 points must be from AAMA-approved continuing education units (CEUs). American Medical Technologist (AMT) Registered Medical Assistant (RMA) Recertify every 3 years either by exam or by completing specific activities. Unacceptable, Unprofessional Phone calls/text messages • Frequent checking for calls received Unacceptable, Unprofessional Personal emails and social media • Sending and reading personal emails Unacceptable, Unprofessional Online • Shopping, gaming, non work websites Nonverbal communication Includes body language and expressive behaviors. Intimate or personal Space 0-1.5 feet Used with close family and friends; intimacy, hugs Used for procedures, personal care; electrocardiograms (ECGs), wound care, vital signs Verbal communication Defined as words used either orally or in written form. Casual person 1.5-4 feet Used with conversations with friends, minimal touching Used when talking with patients (e.g., history taking) Sender creates the MESSAGE: The person with a message is called the sender. The sender must organize his or her thoughts and communicate a clear, concise, easy to understand message. Receiver DECODES the message: The person getting the message is the receiver. This person must decode or translate the message based on personal factors and subjective perceptions. If the message was correctly translated within the context of the message sent, then it matches the message the sender sent. If the message was incorrectly translated, then the receiver develops a different perception of the message than what the sender intended. Receiver creates FEEDBACK: The receiver then provides feedback based on the perceived message. Sender DECODES feedback: The sender gets the feedback message. Again, the feedback must be decoded correctly for the communication to be accurate Aggressive Communication Style Low voice; big, sharp, and fast gestures. Glare and frown. Invade others' personal space intentionally. Assertive Communication Style Medium pitch, speed, and volume of voice; good eye contact. Open posture and respectful of others. Passive Communication Style Soft voice, head down, fidgets, no eye contact. "Victim mentality." Active Listening The most important therapeutic communication technique. This
skill takes time to master. Active listening means we fully concentrate on what is being said and how it is said. This is different from passively hearing what the speaker is saying and being distracted by our own thoughts. Characteristics of a Good Listener • Remain nonjudgmental and neutral. Environmental distractions Patient Barriers: Noise, lack of privacy, temperature Ways to Overcome Barriers: Provide privacy for patients. Talk with patients in a quiet room with the door closed. Make sure the room temperature is comfortable. Clarification Therapeutic Communication Technique Allows the listener to get additional information. Feedback to Speaker: Using statements such as, "Can you clarify..." and "Do you mean..." Internal distractions Patient Barriers: Hunger, pain, anger, tiredness Ways to Overcome Barriers: Help make the patient comfortable. Provide food and drink if available. Administer pain medications as ordered. Reflection Therapeutic Communication Technique Putting words to the person's emotional reaction, which acknowledges the person's feelings. Also helps to check what the person is feeling instead of just assuming. Shows empathy and helps build rapport. Feedback to Speaker: Reflect what you think was said. For example: "It sounds like you are feeling scared..." or "I understand you are having trouble with..." or "You feel that..." Visually impaired Patient Barriers: Unable to see written communication Ways to Overcome Barriers: Use audio recordings, screen magnifiers, large-print materials, and screen reader software. Hearing impaired Patient Barriers: Unable to hear verbal communication Ways to Overcome Barriers: Use print materials and written instructions. Use videos with captions. Have text telephones (TTYs) available. Use a sign language interpreter. Illiterate Patient Barriers: Unable to read or write Ways to Overcome Barriers: Use pictures and models. Draw pictures and using simple language. Intellectual disability Patient Barriers: Unable to understand what is being said; may be functioning at a lower age level Ways to Overcome Barriers: Use "functioning age"-appropriate language and materials. Provide information also to the guardian/caregiver. Non-English speaking Patient Barriers: English is not the patient's primary language; lack of understanding of medical terminology Ways to Overcome Barriers: Use translators and translated materials. Limit medical terminology and define medical terms that must be used. Use culturally appropriate materials and visuals (pictures, graphs, and models). Emotional distractions Patient Barriers: Fear and anxiety related to being judged by the healthcare professional; inability to explain personal feelings; angry or distraught patients may not hear what is said or may not be able to communicate effectively. Ways to Overcome Barriers: Provide a warm, caring environment. Make sure your body language (nonverbal behaviors) is consistent with an open, caring manner. Gain the person's trust. Keep voice at normal level; raising voice can increase the person's anger. Initiative versus Guilt Goals of Stage: Communication Tips: Identity versus Role Confusion Goals of Stage: Communication Tips: Denial ( First Stage of grief and Dying) Refuses to accept the fact (e.g., diagnosis or prognosis). Defense mechanism that allows the person to ignore what is happening. Anger (Second stage of grief and dying) Can be directed at self or others. Bargaining (Third Stage of grief and dying) Attempts to bargain with the higher power the person believes in (e.g., God). Depression (Fourth stage of grief and dying) Feels sad, fearful, and uncertain. May not participate in normal activities. Distances self from others. Acceptance (Fifth stage of grief and dying) Has come to terms with situation. Maslow's Hierarchy of Needs In 1943 psychologist Abraham Maslow proposed the hierarchy of needs. This is a motivational theory that depicts five levels of needs. Years later, he expanded the theory to include eight levels of needs. Maslow believed that our human needs can be categorized into these eight levels. Each level must be satisfied before we can move up to the next level. These levels are often depicted as a triangle. The "Deficiency" needs consist of the four bottom levels. They are considered the coping behaviors. We must fulfill these needs to cope with life and survival. We all have similar needs, but when they are not met, it motivates us to get them met. Fulfillment of these needs leads to instant short-term gratification. For example, when we are thirsty, we find water to drink. We are satisfied for the moment but will be thirsty a short time later. The "Growth" needs consist of the four top levels These levels relate to making ourselves a better person or being all that we can be. Achieving these levels brings long-lasting happiness. The happiness is more meaningful than the gratification achieved from meeting the lower level needs. Defense mechanisms Are unconscious mental processes that protect people from anxiety, loss, conflict, or shame. We use defense mechanisms and so do our patients and peers. People use defense mechanisms to protect themselves from situations or information they cannot manage psychologically. Defense mechanisms may hide a variety of thoughts or feelings, including anger, fear, sadness, despair, and helplessness. Denial Defense Mechanisms The person completely rejects the information. "I couldn't possibly have breast cancer. You must be mistaken." Repression Defense Mechanisms The person simply forgets something that is bad or hurtful. "I wasn't driving the car that killed my best friend." Regression Defense Mechanisms The person reverts to an old, usually immature behavior to express her feelings. Perhaps instead of discussing the diagnosis and the need for treatment, she just storms out of the room and slams the door shut. Displacement Defense Mechanisms The person transfers the emotion toward one person to another person or thing. After being reprimanded by her supervisor, the person goes home and screams at her children. Projection Defense Mechanisms The person accuses someone else of having the feelings that he or she has. A patient is angry about the diagnosis. She may say, "You don't have to lose your temper about this," even though the medical assistant's demeanor is completely professional. 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(learning ladder) 15 answers QUESTION After educating a group of nurses on Alzheimer's disease and appropriate nursing care, the group leader determines that the education was successful when the nurses identify which as the foundation for providing care to the client and family? 4 answers How do you overcome barriers to visually impaired communication?Use these strategies to improve your communications with patients who are blind or have visual problems:. Provide reasonable accommodations. ... . Appreciate that not all patients will disclose their blindness. ... . Find out if a person wants assistance. ... . Create written information that is easy to see. ... . Provide clear directions.. How do you communicate with a patient with a visual impairment?Speak directly to the person not through a companion, guide, or other individual. Speak to the person using a natural conversational tone and speed. Do not speak loudly and slowly unless the person also has a hearing impairment. Address the person by name when possible.
How can I help someone with visual impairment?The Do's and Don'ts of Helping a Blind Person. Do Include them. ... . Don't assume they are helpless. ... . Do communicate clearly with them. ... . Don't do stupid things. ... . Do speak directly to them. ... . Don't speak to or pet their guide dog without consulting them first. ... . Do raise their awareness to new technologies. ... . Don't compare.. How can the medical assistant be a good communicator?Medical assistants should display patience, empathy, and professionalism in all their interactions. A good bedside manner can allay some of the patients' concerns and put them at ease during a stressful visit. You also need good listening skills as a medical assistant. Focus on your patient when they talk to you.
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Describe ways the medical assistant can help overcome barriers to communication visual impairment
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