Orthotic-Prosthetic Clinic Scenario

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Questions and Answers

What would you do to 'own the moment' if a Veteran comes to the clinic for an orthosis but no new consult has been entered?

Send the Veteran back to her primary care provider to get another order.

Give the Veteran whatever knee orthosis she wants.

Tell the Veteran you are having trouble determining which knee braces she's supposed to receive, but you are working on it. Offer her a chair and call primary care yourself to get clarification. (correct)

Tell the Veteran that you can't help her because the order in the system isn't specific enough.

How would you own the moment if a middle-aged female Veteran is experiencing a panic attack and hasn't enrolled in VA healthcare?

Find a quiet, calm spot for the Veteran and her husband to sit until they can get medical treatment. (correct)

Ask the clerk to call eligibility to send someone down to the ER. (correct)

Tell them you can't help because she hasn't enrolled in VA healthcare.

Offer the Veteran a wheelchair and reassure her husband that she will be taken care of. (correct)

What should you do if an employee reports sexual harassment to you?

Immediately address the situation, respond with empathy, and connect her with resources for formal reporting. (correct)

Refer her to HR and let them sort it out.

Tell her you don't have time to talk right now, but she can make an appointment later.

Try to show empathy and tell her you're sorry it happened, asking her to come back next week.

What action is appropriate if you overhear a Veteran expressing frustration about a lack of information regarding his operation?

Sit down next to the Veteran, apologize for his experience, and offer to message his provider about his concerns. Signup and view all the answers

How would you begin an appointment with a Veteran who is 30 minutes late?

Greet them warmly and welcome them, explaining what they can expect. Signup and view all the answers

Which of the following BEST illustrates the Guide the Journey principle?

A clerk explains to a Veteran that they will receive an appointment letter with details. Signup and view all the answers

WECARE behaviors are (Select all that apply):

Used with the OTM principles for an excellent experience. Signup and view all the answers

Which of the following BEST illustrates the Understand and Respond to Needs principle?

A provider reading a Veteran's body language and tone to respond appropriately. Signup and view all the answers

In which situation would you need to use the SALUTE service recovery model?

A Veteran calls dissatisfied with their clinic experience. Signup and view all the answers

A Veteran arrives with her mother. Both are VA customers.

True Signup and view all the answers

Which of the following is an example of using the rules with OTM principles to meet a Veteran's needs?

Telling a Veteran you can’t talk about compensation, but providing brochures and contact information. Signup and view all the answers

Which of the following BEST illustrates the Connect and Care principle?

A Veteran is greeted warmly by every VA employee. Signup and view all the answers

Veterans have expressed the importance of getting appointments when they need them. This question aligns with which principle?

Connect and Care. Signup and view all the answers

You can assume that the Veteran understands what he needs to do to get his prescription filled.

False Signup and view all the answers

Study Notes

Orthotics and Patient Interaction

In a clinical scenario, proactively communicate with patients about concerns regarding their care, especially when orders are unclear.
Show empathy by offering comfort measures, such as a chair and clear communication, while seeking clarification on patient needs.
Maintain patient dignity and ensure their needs are being addressed promptly.

Emergency Room Protocols

Assess emergency situations with sensitivity and prioritize the well-being of distressed patients and their families.
Even if a patient hasn't enrolled in healthcare, provide immediate assistance and reassurance while coordinating with eligibility offices.
Create a calm environment for patients in crisis to alleviate anxiety and facilitate their medical needs.

Handling Workplace Harassment

Address sexual harassment allegations with empathy and immediate action, ensuring the affected staff member feels heard and supported.
Connect employees with appropriate resources for formal reporting and counseling options to foster a safe work environment.

Patient Communication in Clinics

Engage with patients in waiting areas to better understand their concerns, showing empathy and commitment to quality care.
Address patient frustrations by actively listening and taking steps to communicate their needs to the healthcare providers.

Proactive Support

Take initiative to assist Veterans who appear lost or frustrated, directly guiding them to their intended location or providing the necessary support.
Recognize that every interaction is important and contributes to the overall experience of Veterans in healthcare settings.

Patient Appointment Procedures

Create a welcoming atmosphere during patient appointments, especially for new patients, by introducing yourself and explaining the process.
Use open-ended questions to encourage patient participation and express willingness to address any questions or concerns.

Principles of Patient Care

The "Guide the Journey" principle emphasizes clear communication regarding future appointments and processes to ensure Veterans feel supported and informed.
WECARE behaviors are vital for enhancing the overall patient experience, applied consistently to meet Veterans' needs, regardless of satisfaction levels.
"Understand and Respond to Needs" focuses on recognizing non-verbal cues from patients to tailor responses appropriately.

Service Recovery Models

Implement the SALUTE service recovery model when addressing patient dissatisfaction to ensure prompt and effective resolution of issues.
Recognize that all individuals accompanying Veterans, including family members, are considered VA customers.

Appropriate Responses to Veteran Inquiries

When Veterans ask about topics outside your expertise, provide them with sufficient resources and guidance to help them navigate their inquiries.
Confirm that VA employees should actively engage with Veterans to promote a culture of care and connection.

Appointment Accessibility and Clarity

Prioritize ensuring that Veterans understand appointment details and directions, as this is crucial for patient satisfaction and compliance.
Avoid assumptions regarding Veteran understanding; provide clear information to facilitate their experience with the VA.

Caregiver Involvement

Include caregivers in the healthcare experience, recognizing their role and ensuring they receive appropriate acknowledgment and respect during appointments.

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Description

Test your knowledge on how to handle critical situations in the Orthotic-Prosthetic Clinic. This quiz focuses on the decision-making process for fitting a Veteran with an orthosis and emphasizes the importance of patient care. Understand the steps to take when faced with incomplete consult information.