Communication Skills Flashcards

Which of the following is the MOST appropriate way to address a patient?

Answer: Call the patient by their preferred name or Mr./Ms. as appropriate

Using a patient's preferred name shows respect and dignity; nicknames can feel demeaning to some patients.

A PCT receives a phone call from someone claiming to be the patient's physician asking for lab results. The PCT should:

Answer: Transfer the call to the nurse and avoid disclosing information without verification

Identity cannot be verified by phone alone; the nurse should handle all information requests from unverified callers.

What does the term 'empathy' mean in the context of patient care?

Answer: Understanding and sharing the feelings of the patient without judgment

Empathy involves recognizing and acknowledging a patient's emotional experience to build therapeutic rapport.

When using a whiteboard in a patient's room, the PCT should ensure it includes:

Answer: The patient's name, care team, date, and care goals

Whiteboards are patient-facing communication tools that display orientation information and care team details.

A patient becomes verbally aggressive during care. The PCT should FIRST:

Answer: Remain calm, set a professional limit, and notify the nurse

De-escalation through calm professional communication and prompt nurse notification is the safest first response.

Which behavior by a PCT is an example of a communication barrier?

Answer: Speaking medical jargon to a patient unfamiliar with healthcare terms

Medical jargon creates confusion for patients who lack clinical training and hinders effective communication.

After providing patient education about a procedure, the best way to confirm the patient understands is to:

Answer: Use the teach-back method and ask the patient to explain it in their own words

The teach-back method reliably confirms patient comprehension by having them restate the information.