RMA Human Relations and Therapeutic Communication

Question 1

According to Maslow's hierarchy of needs, which needs must be met first, before a patient can focus on higher-level needs?

Accepted Answer

Physiological needs

Answer

Physiological needs such as air, water, food, sleep and relief from pain are the base of Maslow's pyramid. Until these basic survival needs are met, a person cannot focus on safety, belonging, esteem or self-actualization.

Question 2

A patient who is upset with the physician's diagnosis yells at the medical assistant at checkout instead. Which defense mechanism is the patient using?

Accepted Answer

Displacement

Answer

Displacement means redirecting emotions from their real source (the physician or the diagnosis) onto a safer, less threatening target (the medical assistant).

Question 3

Which of the following is an open-ended question?

Accepted Answer

"Can you describe how you've been feeling since your last visit?"

Answer

Open-ended questions can't be answered with a single word or a yes/no. They get the patient to explain in their own words, which gives the provider more complete information.

Question 4

According to Elisabeth Kübler-Ross, which is typically the first stage of grief a patient experiences after learning of a terminal diagnosis?

Accepted Answer

Denial

Answer

The Kübler-Ross model lists five stages: denial, anger, bargaining, depression and acceptance. Denial ('This can't be happening') is usually the first reaction, although patients may move between stages in any order.

Question 5

A patient with limited English proficiency arrives with their 10-year-old child. What is the most appropriate way to communicate medical information?

Accepted Answer

Use a qualified medical interpreter

Answer

A qualified medical interpreter (in person, by phone or by video) translates accurately, protects confidentiality and is required by federal language-access rules. Children and family members should not interpret medical information because of errors, privacy concerns and emotional burden.

RMA Practice Test

RMA Practice Test

RMA Human Relations and Therapeutic Communication