PCT Communication Skills 5

Question 1

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

Accepted Answer

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

Answer

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

Question 2

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

Accepted Answer

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

Answer

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

Question 3

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

Accepted Answer

Understanding and sharing the feelings of the patient without judgment

Answer

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

Question 4

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

Accepted Answer

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

Answer

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

Question 5

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

Accepted Answer

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

Answer

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

PCT Practice Test