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PERSONAL & PROFESSIO

Introduction to Health Occupations

Question	Answer
PERSONAL AND PROFESSIONAL QUALITIES OF A HEALTH CARE PROVIDER. One who is authorized by the state to provide health care services is abbreviated HCP which stands for:	health care provider.
The system that provides health care is called:	healthcare.
A respect for those whose opinions, practices, race, religion or nationality differ from your own is called:	tolerance.
Appropriate and reasonable mean:	correct aka prudent.
A reference explaining medical procedures is called a:	procedures manual.
Reference and manual mean:	source of information (instructions).
Procedures are:	ways.
The level of performance expected of a health care provider (HCP) is called the:	standard of care.
The standard of care can be found in the:	procedures manual.
An obligation (requirement) to perform (act) in a predetermined manner (way) is called;	affirmative duty.
Predetermined means:	decided in advance.
Conforming to (following) the rules and standards of healthcare is called:	medical ethics.
One's personal concept of right and wrong is called:	morals.
Concept means:	opinion.
Voluntary acceptance of a known danger is called:	assumption of risk.
Assumption of risk in healthcare includes contact with:	communicable disease.
Communicable means:	contagious (catchy).
Ceasing care without due notice is called:	abandonment aka dereliction of duty.
Ceasing means:	stopping.
Due notice means:	providing sufficient (enough ) time.
Examples of abandonment include:	1. Absent for a scheduled shift without due notice (providing sufficient time).
Examples of abandonment include:	2. Leaving work without due notice (providing sufficient time).
Abandonment is aka:	dereliction of duty.
Report absences and tardiness to your:	supervisor.
The penalty for abandonment can be:	termination of employment.
Abandonment is aka:	dereliction of duty.
Acceptable excuses for abandonment include:	1. You have been kidnapped.
Acceptable excuses for abandonment include:	2. You are in a coma.
Acceptable excuses for abandonment include:	3. You are dead.
Descriptive terms associated with advancement in healthcare include:	1. Punctual.
Descriptive terms associated with advancement in healthcare include:	2. Honest.
Descriptive terms associated with advancement in healthcare include:	3. Friendly.
Descriptive terms associated with advancement in healthcare include:	4. Courteous (polite).
Descriptive terms associated with advancement in healthcare include:	5. Flexible.
Descriptive terms associated with advancement in healthcare include:	6. Helpful.
Descriptive terms associated with advancement in healthcare include:	7. Patient.
Descriptive terms associated with difficulties in healthcare include:	1. Absent or tardy (late).
Descriptive terms associated with difficulties in healthcare include:	2. Disrespectful.
Descriptive terms associated with difficulties in healthcare include:	3. Confrontational.
Descriptive terms associated with difficulties in healthcare include:	4. Impatient.
Descriptive terms associated with difficulties in healthcare include:	5. Untrustworthy.
Descriptive terms associated with difficulties in healthcare include:	6. Uncooperative.
Descriptive terms associated with difficulties in healthcare include:	7. Inappropriate.
Protocol for correcting an error (mistake) in a medical record include:	1. Drawing one (1) line through the error.
Protocol for correcting an error (mistake) in a medical record include:	2. Writing "error" and the reason for the error above or below the error or in the margin.
Protocol for correcting an error (mistake) in a medical record include:	3. The date and time the correction was made.
Protocol for correcting an error (mistake) in a medical record include:	4. The signature and title of yourself and a witness.
Understanding without unusual emotional involvement is called:	empathy.
Feeling sorrow for another's misfortune is called:	sympathy aka compassion.
Physical or emotional exhaustion caused by prolonged stress is called:	burnout.
Exhaustion means:	loss of energy aka fatigue.
Signs (Sx) and symptoms (SX) of burnout include:	1. Negativity about the workplace.
Signs (Sx) and symptoms (SX) of burnout include:	2. No interest in returning to work.
Signs (Sx) and symptoms (SX) of burnout include:	3. Poor job performance.
Signs (Sx) and symptoms (SX) of burnout include:	4. HTN which stands for hypertension.
Signs (Sx) and symptoms (SX) of burnout include:	5. Inability to obtain adequate (enough) sleep called insomnia.
Signs (Sx) and symptoms (SX) of burnout include:	6. Abuse of drugs and/or alcohol (ETOH).
Signs (Sx) and symptoms (SX) of burnout include:	7. MDD which stands for major depressive disorder aka clinical depression.
Burnout means:	physical or emotional exhaustion (fatigue) caused by prolonged stress.
Therapeutic (beneficial) stress management techniques include:	1. Regular exercise.
Therapeutic (beneficial) stress management techniques include:	2. Talking to someone about your deepest feelings and/or writing your deepest feelings in a journal.
Therapeutic (beneficial) stress management techniques include:	3. Regular participation in an activity (hobby) that you enjoy.
Therapeutic (beneficial) stress management techniques include:	4. Focusing on the positive basics of life.
Positive basics of life include:	1. Being alive!.
Positive basics of life include:	2. Potable water which means safe to drink.
Positive basics of life include:	3. Not struggling with hunger.
Positive basics of life include:	4. Living in a country not devastated by war.
Prudent (reasonable) judgement is called:	common sense.
Prudent (reasonable) means:	appropriate or correct.
The ability to think logically instead of emotionally is called:	critical thinking.
Critical thinking is the ability to use logic:	instead of emotion
The number one (1) insult between health care providers (HCP) and their client is:	waiting.
Insult means:	disrespect.
Medical practices (behaviors) to stop litigation are called:	preventive medicine.
Litigation refers to:	lawsuits.
Waiting room preventive medicine includes:	1 Offering a variety of current magazines.
	2. Offering a variety of DVDs.
	3. Offering a variety of video games.
	4. Offering refreshments after checking on dietary restrictions and/or fasting requirements.
Preventive medicine when a physician is running late includes:	1. Asking clients if they want to reschedule their appointment.
	2. Contacting clients who have not arrived for their appointment, informing them of the delay and asking if they want to reschedule their appointment.
Body language is aka:	nonverbal communication.
Hostile communication is called:	aggressiveness.
Positive communication to prevent litigation is called:	assertiveness
Assertiveness includes:	courtesy and politeness and respect.
Assertiveness includes:	1. Saying a sincere "please".
Assertiveness includes:	2. Saying a sincere "thank you".
Sincere means:	truthful.
Assertiveness includes:	3. Saying a sincere (truthful) you're welcome.
Assertiveness includes:	4. Using ma'am and sir.
Assertiveness includes:	5. Using Mr., Mrs., + Ms.
Assertiveness includes:	6. Acknowledging (greeting) clients immediately upon their arrival.
Assertiveness includes:	7. Smiling, even on the telephone :)
Assertiveness includes:	8. Concentrating on the client by blocking outside distractions.
EFFECTIVE COMMUNICATION Effective (useful) communication techniques include:	1. The most effective communication technique called silence aka listening.
Effective (useful) communication techniques include:	2. Facing the client when speaking.
Effective (useful) communication techniques include:	3. Looking the client in the eyes.
Effective (useful) communication techniques include:	4. Leaning towards the client.
Effective (useful) communication techniques include:	5. Being attentive and interested.
Effective (useful) communication techniques include:	6. Speaking clearly in a low tone and at moderate speed.
Effective (useful) communication techniques include:	7. Using a tone of voice that is warm and friendly and sincere.
Effective (useful) communication techniques include:	Hello, my name is Ima Example. How may I help you?
Effective (useful) communication techniques include:	8. Giving feedback such as: a. Nodding the head.
Effective (useful) communication techniques include:	b. "Uh huh"
Effective (useful) communication techniques include:	c. "Go on".
Effective (useful) communication techniques include:	d. "I see".
Effective (useful) communication techniques include:	e. "Really?"
Effective (useful) communication techniques include:	9. Handling complaints immediately
Effective (useful) communication techniques include:	10. Not interrupting a complaint.
Effective (useful) communication techniques include:	11. Apologizing even if it is not your fault.
Effective (useful) communication techniques include:	I am very sorry for your inconvenience, I will personally take care of it immediately.
Poor communication technique:	"Hey, don't yell at me. I didn't do it!
Effective (useful) communication techniques include:	12. Following through with promises.
Effective (useful) communication techniques include:	13. Using touch to convey (show) warmth and caring by offering your hand to help but do not force it.
Effective (useful) communication techniques include:	14. Being kind and respectful because your clients are fighting a hard battle.
Effective (useful) communication techniques include:	15. Not using the phrase "How are you?" unless you are prepared to listen intently to their answer, no matter how long it takes.
It is your duty (obligation) as a health care provider (HCP) to treat all clients equally and fairly regardless of their:	1. Appearance.
It is your duty (obligation) as a health care provider (HCP) to treat all clients equally and fairly regardless of their:	2. Behavior.
It is your duty (obligation) as a health care provider (HCP) to treat all clients equally and fairly regardless of their:	3. Level of education.
It is your duty (obligation) as a health care provider (HCP) to treat all clients equally and fairly regardless of their:	4. Economic status
Not everyone will express:	appreciation for your efforts.
The satisfaction you obtain from your work must be based on what you give to others:	not on what you receive from them.
Effective communication techniques will:	1. Maintain your customer base and encourage it to grow.
	2. Decrease the incidence of litigation aka lawsuit(s).
People are less likely to sue you if:	they like you.
Satisfied customers commonly tell:	four (4) people about your service.
Dissatisfied customers commonly tell:	ten (10) people about your service.
BARRIERS TO EFFECTIVE COMMUNICATION: Barriers to effective communication include:	1. Using informal language called slang.
Slang includes:	a. Bye bye.
Slang includes:	b. So long.
Slang includes:	c. See ya
Slang includes:	d. Toodles.
Slang includes:	e. Wassup.
Slang includes:	f. Honey.
Slang includes:	g. Sweetie.
Slang includes:	h. Dear
Slang includes:	i. Darlin
Barriers to effective (useful) communication include:	2. Rolling your eyes.
Barriers to effective (useful) communication include:	3. Making a sound of disapproval called tsk.
Barriers to effective (useful) communication include:	4. Making a sound of boredom called a sigh.
Barriers to effective (useful) communication include:	5. Crossing your arms.
Barriers to effective (useful) communication include:	6. Shifting blame to someone else.
Barriers to effective (useful) communication include:	7. Putting your hands on your hips.
Barriers to effective (useful) communication include:	8. Chewing gum.
Barriers to effective (useful) communication include:	9. Being part of an argument.
Barriers to effective (useful) communication include:	10. Using offensive language called profanity (swearing).
Barriers to effective (useful) communication include:	11. Raising you voice.
Barriers to effective (useful) communication include:	12. Finishing other people's sentences.
Barriers to effective (useful) communication include:	13. Spreading hearsay called gossip.
Barriers to effective (useful) communication include:	14. Talking about yourself.
Barriers to effective (useful) communication include:	15. A drooping posture called slouching.
Barriers to effective (useful) communication include:	16. Inhaling deeply due to tiredness or boredom called yawning.
Barriers to effective (useful) communication include:	17. Making pained facial expressions.
Barriers to effective (useful) communication include:	18. Saying "I know how you feel" or "you shouldn't worry."
Barriers to effective (useful) communication include:	19. Giving advice instead of information.
Advice refers to;	your opinion.
A client says: "Doctor Adams is not helping me, Can you give me the name of a good doctor in the area?"	Poor technique: I think Dr. West is the best.
Effective (useful) techniques:	Let me get you a list of physicians in the area that may be able to help you.
Effective (useful) techniques:	Let me get you the number of a physician's referral service."
Barriers to effective (useful) communication include nervous habits such as:	a. Jiggling your leg(s).
Barriers to effective (useful) communication include nervous habits such as:	b. Tapping and/or clicking a pen.
Barriers to effective (useful) communication include nervous habits such as:	c. Playing with your hair.
Do not be impatient because many of our clients are ill and/or elderly and/or HOH which stands for:	hard of hearing.
The practice of politeness and proper dress and courtesy is called:	etiquette.
TELEPHONE ETIQUETTE: Proper telephone etiquette includes:	1. Answering the telephone on the first (1st) or second (2nd) ring.
Proper telephone etiquette includes:	2. Answering the telephone with a pleasant voice because 60% of the impression we make on the phone comes from the tone of our voice.
Telephone etiquette refers to:	politeness and courtesy.
Proper telephone etiquette includes:	3. Speaking clearly in a low tone and at moderate speed.
Proper telephone etiquette includes:	4. Having a message pad and pen near the phone in order to quickly write down messages and asking the best time to return the call.
Proper telephone etiquette includes:	5. Repeating the message back to the client after the message is documented.
Proper telephone etiquette includes:	6. Explaining telephone transfers and giving the client the number.
Proper telephone etiquette includes:	7. Asking permission before placing client on hold and waiting for permission.
Proper telephone etiquette includes:	8. Checking clients on hold every 60 seconds.
Proper telephone etiquette includes:	9. Thanking the client for holding.
If the party the client wants to speak to is unavailable, ask the client if they want to be:	placed on hold or offer to take their phone number and return the call or ask if they want to be transferred to voice mail.
Make sure the call is:	returned!
Let the client:	hang up first.
Suggested telephone phrases include:	Don't say "Hello."
Do say:	"Nature Coast Orthopedics, Ima Example Medical Assistant speaking, how may I help you?"
Don't say:	"Hold on".
Do say:	"May I place you on hold or should I take your number and return your call?"
Don't say:	"She's not here."
Do say:	"Dr. Ryan is in a meeting. If I may have your name and telephone number, I will see that she receives your message."
Don't say:	"What's your number?"
Do say:	May I have your telephone number please?"
Don't say:	"She's busy."
Do say:	Dr. Barton is unavailable, may I take a message or transfer you to voice mail?"
Don't say:	Who's this?
Do say:	"May I ask who is calling please?"
Don't say:	"What do you want to talk to her about?"
Do say:	"May I tell what this is in reference to?"
Don't say:	"I don't know"
Do say:	"I will look into that immediately and contact you with the results".
Don't say:	"We can't do that."
Do say:	"Let me check into that and let you know what we can do."
Don't say:	"You can't eat or drink for 12 hours before the test."
Do say:	"In order to obtain accurate test results , it would be best if you do not eat or drink for 12 hours before the test."
Don't say:	"Hang on a second, I'll be right back."
Do say:	"It may take a few minutes to get that information. May I place you on hold or should I take your number and call you back?"
STRESS MANAGEMENT TECHNIQUES: Stress management techniques include:	1. Getting up 15 minutes earlier.
Stress management techniques include:	2. Getting up immediately when the alarm sounds by placing the alarm across the room.
Stress management techniques include:	3. Preparing for the morning the night before (clothes, lunch).
Stress management techniques include:	4.Driving just under the speed limit.
Stress management techniques include:	5. Driving with your headlights on.
Stress management techniques include:	6. Taking a different route to school and/or work.
Stress management techniques include:	7. Getting to work and/or school early.
Stress management techniques include:	8. Breaking large tasks into smaller more manageable portions.
Stress management techniques include:	9. Asking for help with the tasks you dislike.
Stress management techniques include:	10. Not relying on your memory, instead write it down.
Stress management techniques include:	11. Making duplicate keys.
Stress management techniques include:	12. Scheduling breaks from technology (especially when driving).
Stress management techniques include:	13. Avoiding clothes that fit tight.
Stress management techniques include:	14. Doing everything in moderation because too much of anything is not necessarily good.
Stress management techniques include:	15. Not relying on chemical aids such as alcohol, caffeine, nicotine, etc.
Stress management techniques include:	16. When having a bad day, do something that you are good at and /or visualize something that will bring a smile to your face.
Stress management techniques include:	17. Striving for excellence NOT perfection.
Stress management techniques include:	18. Scheduling time to play.
PERSPECTIVE: Perspective means the capacity (ability) to view things according to their:	importance.
A positive perspective is an effective:	stress management technique.
OPPORTUNITYISNOWHERE	Do you first see: " Opportunity is no where" or "Opportunity is now here?
Focusing on the positive will redirect our thoughts and help prevent us from stepping into:	misery.
When a bad situation occurs, think of three (3) ways it could be worse and then think of three (3) ways you can make the situation:	better.
The perspective of seeing the glass half full leads to:	happier and healthier lives with less depression.
Perspective means the capacity (ability) to view things according to their:	importance.
When a colleague asks, "How are you?" most people expect the standard answer of:	"Fine."
Instead try answering with:	"Fantastic" or "Outstanding!" or "Superb" or "Awesome!"
Be complimentary and greet people with a monster smile because projecting a positive image will cause the people around you to be in a:	better mood.
Projecting a positive image will also give you an advantage during an:	employment interview.
Projecting a positive image requires:	practice.
BENEFITS OF REGULAR EXERCISE: Benefits of regular exercise include:	1. Lowering BP which stands for blood pressure.
Benefits of regular exercise include:	2. Increasing energy.
Benefits of regular exercise include:	3. Wt control which stands for weight control.
Benefits of regular exercise include:	4. Promoting restful sleep.
Benefits of regular exercise include:	5. Relieving chronic (persistent) pain.
Benefits of regular exercise include:	6. Improving muscle strength and flexibility and tone.
Benefits of regular exercise include:	7. Improving posture.
Benefits of regular exercise include:	8. Firming muscles of the abdomen.
Benefits of regular exercise include:	9. Greater mobility of joints.
Benefits of regular exercise include:	10. Strengthening bones and reducing the risk of OP which stands for osteoporosis.
Benefits of regular exercise include:	11. Reducing the risk of CVD which stands for cardiovascular disease.
Benefits of regular exercise include:	12. Reducing the risk of VV which stands for varicose veins.
Benefits of regular exercise include:	13. Improving digestion and increasing the metabolism of fat.
Benefits of regular exercise include:	14. Fewer diseases by decreasing the strength of the immune system.
Benefits of regular exercise include:	15. Promoting faster recovery from injury or disease or surgery.
Benefits of regular exercise include:	16. Alleviating PMS which stands for premenstrual syndrome.

Created by: bterrelonge

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