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p.kelly test 3 pt II
notes from ch 3,4,5,6,8,11
| Question | Answer |
|---|---|
| 20% of population will be 65 or older by 2020 | |
| Joint commission and NCQA | adopted standards that address coordination among professional groups, pt care units, and service components within organizations |
| Health Insurance Portability and Accountability Act (HIPAA)1996 | protects all individually identifiable health info held or transmitted by a covered entity or its business associate, in any form or media, whether electronic, paper, or oral |
| modes of communication Face-to-face | preferred, because regarded as most effective mode of communication (usually allows for verbal and non-verbal) |
| verbal communication | conscious process, sender has control of what is said order of importance:1:non-verbal facial expression2:tone of voice3:words spoken |
| nonverbal communication | unconscious and more difficult to control |
| technology (protocol) | -important that both parties have an understanding of circumstances under which different modes of communication will be used -if urgent practitioner expects phone call -must respond in timely manner |
| tips for e-mail | -no capital letters -be brief and reply sparingly, as appropriate -use clear subject lines -cool off before responding to an angry message -frwd only w/permission -forward a message only with permission -forward jokes selectively, if at all -e-ma |
| 3 levels of communication | -public -interpersonal -intrapersonal |
| public communication | exp. workshop to audience with common interest |
| intrapersonal communication | self-talk (doubts, affirmations) |
| interpersonal communication | -between individuals, person-to-person or small group -very effective -incorporates all of the elements, channels and modes |
| organizational communication | defines who is in charge and how levels of personnel and various dept relate within the organization |
| 6 types of organizational communication | 1-downward:message starts at top and is usually disseminated by levels through the chain of communication (promotes clear line of authority and responsibility) |
| 2-upward:idea originates at some level below the top of the structure and moves upward (exp. nurse makes recommendation to a supervisor)(clear line of authority and responsibility) | 3-Y pattern:2 people who report to another person who reports to others (2 staff nurses report to unit director who reports to director)(clear line of authority and responsibility) |
| 4-wheel pattern:4 nurses report to 1 nurse manager (cntr of wheel) (tends to be fast and accurate) | 5-circle pattern:communicators communicate directly only with 2 others; no central leader; everyone communicates with someone (enhance morale; slow) |
| 6-all-channel network:a circle pattern except that each communicateor may interact with every other communicator in network (enhance morale; slow) | grapevine:informal avenue in which rumors circulate; ignores formal chain of command; is speedy, lacks accuracy |
| COMMUNICATION SKILLS | -attending:active listening for what is said and how it is said (verbal/non-verbal) |
| -responding:acknowledgement of the sender's messasge | -clarifying:restating, questioning, and rephrasing to help the message become clear |
| -confronting:identifying the conflict and clearly delineating the problem (uses knowledge and reason to resolve the problem) | -supporting:siding with another person or backing up another person |
| -focusing: centers on the main point | -open-ended questioning: alows for patient-directed responses |
| -providing information: supplies one with knowledge not previously known | -using silence: allows for intrapersonal communication |
| -reassuring: restores confidence and removes fear | -expressing appreciaton: shows gratitude |
| -using humor:provides relief and gains perspective(could also cause harm) | -conveying acceptance: makes known that one is capable or worthy |
| -asking related questions: expands listener's understanding | -------------- |
| Barriers to communication | language, gender, culture, anger, generational differences, illiteracy, conflict |
| Gender: Men- more interested in using reason Women- want to be heard and validated | Culture: encompasses different groups' beliefs and practices by gender, race, age, economic status, health, and disability |
| Generational differences: can create tensions among workers because of the divergent outlooks on life (values) | 4 generations in current workforce: |
| 1- matures, veterans (1922-46):believe in hard work, paying dues, conformity, and long term commitment to 1 employer | 2- baby boomers (1946-64):define themselves through employment, willing to work long hrs and like to change things |
| 3- Generation X (1964-80):independent and may change employers often, seek connection with managers on an equal footing and are very comfortable with technology | 4- Generation Y (1980-2000):optimistic, street smart, expect diversity, crave structure, and are technologically savvy |
| Health literacy | represents the cognitive and social skills which determine the motivation and ability of individuals to gain access to understand, and use information in ways that promote and maintain good health |
| Health care material:use assessment of patient's literacy to decide what patient education material to use and how to present it | most written at 10th grade level, but most adults read between 8th and 9th grade |
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