38 Questions
According to James Merlino, why are hospital 'customers' different from regular customers?
They don't want to be there.
What is a key aspect of focusing on patient experience in healthcare?
Aligning with the hospital's philosophy of care.
In what way have hospitals adapted to treating patients as customers?
By offering a wider choice of meals at flexible times.
What is a crucial aspect of establishing trust with patients in a healthcare setting?
Presenting oneself professionally.
What is the implication of a healthcare professional's appearance and manner in the workplace?
It influences patient trust and judgement.
How long does it take for a patient to form a lasting impression of a healthcare professional?
The first few minutes.
What is the significance of the phrase 'a picture is worth more than a thousand words' in a healthcare context?
It highlights the impact of non-verbal communication.
What is the key difference between a patient and a customer in a healthcare setting?
A patient relies on others for decision-making, whereas a customer makes their own decisions.
What is the primary purpose of the disclaimer statement in the provided content?
To limit the liability of the publisher and author
What is the ISBN number for the Adobe PDF version of the book?
978-1-118-76751-1
What is the purpose of the Library of Congress Cataloging-in-Publication Data?
To create a catalogue record for the book
What is the Dewey Decimal Classification number for the book?
610.7301′4
What is the purpose of the statement 'Some content that appears in print may not be available in electronic books'?
To describe the limitations of electronic books
What is the name of the author of the book, aside from Claire Boyd?
Janet Dare
What does the abbreviation DOA stand for in some areas?
Date of Admission
What is the potential consequence of overusing abbreviations in healthcare?
Confusion and mistakes leading to devastating consequences
What does the abbreviation PCN stand for?
Proof of Concept
What is the abbreviation for 'vitals'?
TPR
What does the abbreviation PE stand for?
Let's take this discussion off-line
What is the abbreviation for 'C-section'?
SZ
What is the abbreviation for 'blood pressure'?
BP
What does the abbreviation STAT stand for?
PO
What is the primary purpose of summarising a conversation in your own words?
To let the speaker know that you were listening and understood the conversation
What is the main goal of assertive communication skills in the workplace?
To be clear, concise and to the point about what you want or need
What can happen if you direct your anger at someone in the workplace?
It will cause intimidation and lead to workplace hostility
What is the recommended course of action when you are feeling angry in the workplace?
Take deep breaths to calm yourself down
What is the purpose of asking questions about a conversation after it has finished?
To clarify any misunderstandings and ensure you understood the conversation
What is active listening?
The act of listening to someone and responding appropriately
What is the result of not learning effective anger management skills in the workplace?
Risk of taking your anger out on the wrong person
What is the primary benefit of assertive communication skills in the workplace?
It helps to convey your needs and wants effectively
What is the primary reason why communication fails?
Unknown number of reasons
When we are nervous, what tends to happen to our speech?
We speak more quickly and less clearly
What is the benefit of maintaining a positive attitude in interpersonal communication?
It helps to build trust and respect with others
What is the result of being able to see things from another person's perspective?
You may learn something and gain their respect and trust
What is the importance of learning to recognise and manage stress?
It can have a detrimental effect on interpersonal communication
What is the purpose of reflecting on previous conversations?
To learn from your mistakes and successes
What is the outcome of effective negotiation with others?
Mutual respect, trust and lasting interpersonal relations
What is the result of clarifying and seeking clarification in conversations?
It can reduce the likelihood of ineffective communication
Study Notes
Jargon and Abbreviations
- Jargon, terminology, or abbreviations can be misunderstood by professionals, carers, and patients, leading to confusion and mistakes.
- The overuse of abbreviations can have devastating consequences, such as the ambiguity of "DOA" meaning "date of admission" or "dead on arrival".
- Examples of abbreviations used in healthcare include:
- C-section (Caesarean section)
- CAT/CT scan (Computed Tomography scan)
- BP (Blood Pressure)
- FX (Fracture)
- NKA (No Known Allergies)
- ABG (Arterial Blood Gas)
- ICP (Intracranial Pressure)
- vitals (vital signs)
- MRI (Magnetic Resonance Imaging)
- BSA (Body Surface Area)
- claudication (pain in the legs)
- SOB (Shortness of Breath)
- AF (Atrial Fibrillation)
- C/O (complaint of)
- WN (wellness nurse)
- BI (Bowel Incontinence)
- TPR (Temperature, Pulse, Respiration)
- W/C (wheelchair)
- CL (Cognitive Loss)
- O2 (oxygen)
- PCA (Patient-Controlled Analgesia)
- BG (Blood Glucose)
- PC (Patient Care)
- DOA (Date of Admission/Dead on Arrival)
- SB (Stroke Belt)
- COAD (Chronic Obstructive Airways Disease)
- NIDDM (Non-Insulin Dependent Diabetes Mellitus)
- CSF (Cerebrospinal Fluid)
- SS (Social Services)
- BO ( Bowel Obstruction)
- GB (Gallbladder)
- CP (Chest Pain)
- NA (Nursing Assistant)
- MAOIs ( Monoamine Oxidase Inhibitors)
Customer Service
- Hospital customers are different because they don't want to be there, and the experience can be scary and confusing.
- The focus on customer service should be the most important thing in healthcare, ensuring patient experience is a hospital's philosophy about the delivery of care.
- Patients rely on someone else to make decisions for them, unlike customers who make their own decisions.
- Hospitals now provide a wider choice of meals served at flexible times, regarding patients as customers.
Interpersonal Skills
- The way you present yourself, including your appearance and manner, is important in establishing trust with patients.
- Judgments about you and the organization you represent are made in the first few minutes of meeting someone in the workplace.
- Active listening involves recognizing the person talking, nodding, and agreeing, and summarizing the conversation in your own words.
- Assertive communication skills are important for being clear, concise, and to the point about what you want or need.
- Anger management is essential in the workplace to avoid directing anger at others and causing intimidation and hostility.
Effective Communication
- Communication can fail due to various barriers, which will be discussed in Chapter 7.
- To improve communication, one should:
- Clarify and show interest in others
- Be positive and cheerful
- Empathize and understand others' perspectives
- Recognize, manage, and reduce stress in oneself and others
- Reflect on previous conversations and learn from mistakes and successes
- Negotiate effectively with others
This quiz is based on the book 'Communication Skills for Nurses' by Claire Boyd and Janet Dare, covering essential communication skills for nurses. It includes bibliographical references and an index.
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