CMD Communication & Client Relations 2

Question 1

A long-term care facility resident's family member calls demanding to speak with the Medical Director about their parent's care plan. What is the most appropriate initial response?

Accepted Answer

Acknowledge their concern, gather key information, and schedule a formal care conference

Answer

Acknowledging concern and scheduling a structured care conference ensures thorough, coordinated communication that respects the family's role and allows multidisciplinary input.

Question 2

Which communication technique is MOST effective when delivering serious news to a resident or family about a decline in health status?

Accepted Answer

Use the SPIKES protocol to structure the conversation

Answer

The SPIKES protocol (Setting, Perception, Invitation, Knowledge, Emotions, Strategy) provides a structured, empathetic framework for delivering difficult news.

Question 3

A resident with mild cognitive impairment wants to participate in their care planning. How should the Medical Director approach capacity assessment in this scenario?

Accepted Answer

Assess decision-specific capacity and support resident participation to the extent possible

Answer

Capacity is decision-specific; even residents with cognitive impairment may retain capacity for certain decisions and should be supported to participate.

Question 4

During a care conference, a family member becomes visibly upset and raises their voice. What is the best immediate action for the Medical Director?

Accepted Answer

Pause, acknowledge their emotions, and invite them to share their concerns

Answer

Pausing and acknowledging emotions de-escalates tension and demonstrates empathy, creating space for productive dialogue.

Question 5

A staff nurse tells the Medical Director that a family is spreading negative comments about the facility on social media. What is the appropriate response?

Accepted Answer

Contact the family proactively to address their concerns through direct communication

Answer

Proactive direct outreach to address the underlying concerns is more effective and appropriate than responding on public platforms.

(CMD) Certified Medical Director Practice Test

(CMD) Certified Medical Director Practice Test

CMD Communication & Client Relations 2