AnswersGV 2018 - P.E. Health Science - PE201Patient Care Approaches

Patient Communication Answers

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1
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Select the next step that you think would provide the best customer service.

A
Explain to the patient that the blanket was not a gift from his mother but is part of the facility’s standard bedding.
B
Give the patient another blanket and hope he thinks it is the missing blanket.
C
Put in a call to the laundry service to find out whether the blanket is being laundered.
D
Tell the patient’s daughter there is nothing you can do.
2
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Select the next step that you think would provide the best customer service.

A
Do nothing. Patients’ meals aren’t your responsibility.
B
Ask another staff member about the mixup, and offer to do what you can to help straighten out the problem.
C
Bring the patient a sleeve of crackers later that day to occupy her while she waits for her dinner.
D
Tell the patient that the food at the facility is so bad, she’s not missing anything.
3

Select the next step that you think would provide the best customer service.

A
You run out to the nurse’s stations and bring him a thick marker that is easier to grip.
B
Tell him you will be sure to let everyone know, but then forget all about your promise.
C
Tell him your coworkers do not care whether or not patients say thank you.
D
You have a few spare minutes, so you take the pen and paper and write out the words he wished to write.
4

Select the next step that you think provides the best public relations.

A
Sigh loudly and make a rude comment to the person behind you in line.
B
Tell the person ahead of you that she ought to go shopping in her own country.
C
Leave your items on the checkout belt and run out the door so you aren’t late to meet your friend.
D
Be patient and wait your turn. Better yet, offer to help bag groceries for the person ahead of you.
5

Select the next step that you think provides the best public relations.

A
Provide your neighbor only with the name of the person who handles all public relations for the practice.
B
Tell your neighbor everything you know, but swear her to secrecy.
C
Tell your neighbor something you know is untrue just to see whether she checks out your information with someone else.
D
Tell your neighbor that everyone in the practice hates her TV station and hopes all the reporters get fired.
6

Select the next step that you think provides the best public relations.

A
Give her the names of everyone except the employees the patient has not met.
B
Tell her that you would hate to miss anyone or spell their names wrong, so instead of giving her the names you will connect her with the person who handles public relations for the office.
C
Provide her a copy of the confidential list of employee names and home phone numbers.
D
Tell her that your coworkers are not worthy of being thanked because they do not care about the patients.
7

How might you use good communication skills to ease the child’s fears?

A
You point to the stitches on the bear’s foot and make a joke to ease the tension. “Guess your bear is as clumsy as you are!” you say.
B
You point to the stitches on the bear’s foot and say, “Looks like his stitches made him as good as new too.”
C
Tell the child that he cannot bring his bear into the room where the procedure will be performed.
8

You are helping a patient fill out her admissions forms when you realize she is having a hard time providing the correct answers. It turns out that she is not completely comfortable communicating in English, as it is her second language. You want to use your best communication skills to help the patient, so you

A
speak slowly and loudly.
B
call the hospital’s phone line for translation services and get connected with a translator who can help ensure the forms are filled out quickly and correctly.
C
say, “Oh, some guy in the finance department speaks your language; let me find him and get him to help. Wait here.” Two hours later, after finding the finance department employee who can translate, you get him to help the patient complete the forms.
D
tell the patient she really needs to learn to speak English.
9

You are taking a patient’s vital signs as part of the admissions process. According to the patient’s chart, no vital signs have been recorded yet on this visit for this man, Mr. Ronald Smith. But the patient insists you are the second person to take these signs, and he is tired of waiting to see the doctor. What might a person with good communication skills say?

A
“Sorry, Ron, but whoever did it last did such a lousy job that they did not write anything down.”
B
“My apologies, Mr. Smith, but your chart is not showing that information. We will get you in to see the doctor just as soon as we make sure this information is complete.”
C
“Oh, really? What did they say your blood pressure was? I will just write it down here.”
D
“Well, you had better get used to waiting, because you are going to be waiting here for awhile. Here’s a magazine.”
10

You are helping a newly admitted patient and his son compile a list of personal belongings. The elderly patient has dementia, and he is unable to understand much about the process. Worse, the patient is agitated and keeps wringing his hands. When it comes time to list the patient’s wedding band, it appears to have gone missing from the patient’s hand. The patient’s son accuses you or one of your coworkers of stealing the ring, since he saw it on his father’s hand a little while ago. You

A
calmly call a supervisor to the room to help you look for the ring. After all, you say, the ring might have fallen off of the patient’s hand when he was wringing his hands.
B
get angry at the patient’s son for accusing you.
C
tell the patient’s son he needs to search his father’s chair and the floor around it for the ring, since it might have fallen off when he was wringing his hands.
D
tell the patient’s son there is nothing you can do if the ring is not there when you are compiling the list.
11

You are showing a newly admitted patient the features of and devices in her hospital room. She is asking a lot of questions, and you are running out of time before you are needed elsewhere to do something else. But you are only halfway through orienting her with the room. You

A
hand her the TV remote control and ask her, “Can you sit quietly and watch some TV for a few minutes until I get back and can explain the rest?”
B
sigh and roll your eyes every time she asks a question so that she will get the hint that you do not want to answer any further questions.
C
pretend that you hear someone outside the room calling you to help with an emergency, and then leave the room before you finish answering her questions.
D
let her know that you only have a few more minutes right now and you need to give her a quick rundown of the room’s features in that time, but you will come back in a little while to answer any further questions she has about the room.

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