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Related Flashcards
Related Topics
Cards In This Set
| Front | Back |
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Seven Types of Communication Barriers
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Tone of VoiceFacial ExpressionsBackground NoiseHearing Ability of PatientLanguage BarriersUse of Medical TerminologyBedside Manner
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Most Common Type of Communication
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Face-to-face
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Three Types of Communication and Percentage of Use
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Verbal, 10-20%Nonverbal, 80-90%Written
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Four Factors of Effective Verbal Communication
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EmpathyRespect and TrustActive Listening and FeedbackFacial Expressions
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Proxemics
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The study of a person's concept of and use of space
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Five steps of telephone etiquette
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Answer the phone within 2-3 ringsSmile as you answerListen to the issueTake down informationEnd the call professionally
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Two steps of email etiquette
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Write professionallyRead and reread
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Three Types of Nonverbal Communication
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Facial ExpressionsGesturesEye contact
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8 Ways to Avoid Kinesic Slips
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Watch for patient cluesSmileStand RelaxedMake eye contactWatch "Zone of Comfort"Ask permissionRecognize any cultural issuesWatch for negative body language in yourself and the patient
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Steps for Entering Rooms (In/Out, Seven)
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Inpatients- Knock on the doorOutpatients- Call patient in (as per protocol)Introduce YourselfBe calmExplain the procedureDo not mention pain of procedureKeep patient updated on progress of procedureThank the patient
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According to ________, all patients must have two positive identifiers: _________ and _________, which must be given via ______________.
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1. JCAHO2. First and Last Name3. Date of Birth4. Active Participation
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Three Types of Secondary Patient Identifiers
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Requisitions/Physician Orders/LabelsWristbandsPhoto ID
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Ways a Phlebotomist May Interact with a Computer
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Entering patient dataPoint of Care InstrumentsSending ResultsPatient IdentificationOrdering supplies
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A written order MUST have a _________
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Physician's signature
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A computerized order MUST have a __________
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Physician's name
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