Test Bank For Administrative Medical
Assistant Test 2 (Latest)
A comment that large individuals are lazy is an example of a - Answer -stereotype
Tiffany is constantly aware of whether there is __________ between her verbal message
and her body language - Answer -congruence
What are some of the factors that contribute to a patient's first impression of a healthcare
facility? - Answer -Some factors that contribute to a patient's first impression of a health
care facility would include therapeutic communication skills and your compassion.
Define patient-centered care. - Answer -is an approach to planning, delivery, and
evaluation of healthcare providers, patients, and families.
How can the medical assistant contribute to positive patient-centered care in a healthcare
facility? - Answer -By navigating patients with education and care
What are the two types of verbal communication? Explain each and describe what
methods can be used to deliver a verbal message. - Answer -There is oral communication
when we express our thoughts with words, like through voicemail and telephone calls.
There is written communication which is such things as faxes and letters.
Describe two areas of concern when sending an e-mail or text message. - Answer -Patient
confidentiality (sent to an approved email address and there is no way to know whether
they received the message. No abbreviations should be used.
Describe the significance of congruence between a verbal and nonverbal message. How
can you make sure the message you send to a patient or co-worker is congruent? -
Answer -Since 90% of communication is nonverbal, your body language should have
congruence with your verbal communication. It will affect the patient's therapeutic
process if both verbal and nonverbal do not seem similar.
Area Observed
Observation: Breathing Patterns Rapid respiration, sighing, shallow thoracic breathing -
Answer -Indication anxiety, bored or in pain
, Test Bank For Administrative Medical
Assistant Test 2 (Latest)
Area Observed
Observation: Eye Patterns No eye contact, side to side movement, looking down at hands
- Answer –Indication anxiety, distrust, embarrassed
Area Observed
Observation: Hands Tapping fingers, cracking knuckles, continuous movement, sweaty
palms - Answer –Indication fear, anxiety, worry
Area Observed
Observation: Arm placement Folded across chest, wrapped around abdomen
- Answer –Indication anxiety, worry, fear, pain
Area Observed
Observation: Leg placement Tension, crossed and/or tucked under, tapping foot,
continuous movement - Answer –Indication anger, frustrated
Summarize five positive nonverbal behaviors that the medical assistant can use to
enhance the patient's experience in the healthcare setting. - Answer –
* Lean towards patient when gathering info.
* Use eye contact after. Be sensitive
* Do not invade personal spaces
*Observe patient body language so you can respond.
*If your writing info make sure you continue to look at patients often.
Discuss five communication barriers that can result in misunderstanding of the medical
assistant's message. - Answer –
* Using medical terminology- you should adjust your vocabulary to the patient.
* Talking too much- not letting the patient speak.
* Language barrier - non-English speaking patients
* Stereotyping- preconceived assumptions
* Physical impairment - vision, hearing
Explain how the following patient communication barriers might interfere with
therapeutic communication in the healthcare setting:
Assistant Test 2 (Latest)
A comment that large individuals are lazy is an example of a - Answer -stereotype
Tiffany is constantly aware of whether there is __________ between her verbal message
and her body language - Answer -congruence
What are some of the factors that contribute to a patient's first impression of a healthcare
facility? - Answer -Some factors that contribute to a patient's first impression of a health
care facility would include therapeutic communication skills and your compassion.
Define patient-centered care. - Answer -is an approach to planning, delivery, and
evaluation of healthcare providers, patients, and families.
How can the medical assistant contribute to positive patient-centered care in a healthcare
facility? - Answer -By navigating patients with education and care
What are the two types of verbal communication? Explain each and describe what
methods can be used to deliver a verbal message. - Answer -There is oral communication
when we express our thoughts with words, like through voicemail and telephone calls.
There is written communication which is such things as faxes and letters.
Describe two areas of concern when sending an e-mail or text message. - Answer -Patient
confidentiality (sent to an approved email address and there is no way to know whether
they received the message. No abbreviations should be used.
Describe the significance of congruence between a verbal and nonverbal message. How
can you make sure the message you send to a patient or co-worker is congruent? -
Answer -Since 90% of communication is nonverbal, your body language should have
congruence with your verbal communication. It will affect the patient's therapeutic
process if both verbal and nonverbal do not seem similar.
Area Observed
Observation: Breathing Patterns Rapid respiration, sighing, shallow thoracic breathing -
Answer -Indication anxiety, bored or in pain
, Test Bank For Administrative Medical
Assistant Test 2 (Latest)
Area Observed
Observation: Eye Patterns No eye contact, side to side movement, looking down at hands
- Answer –Indication anxiety, distrust, embarrassed
Area Observed
Observation: Hands Tapping fingers, cracking knuckles, continuous movement, sweaty
palms - Answer –Indication fear, anxiety, worry
Area Observed
Observation: Arm placement Folded across chest, wrapped around abdomen
- Answer –Indication anxiety, worry, fear, pain
Area Observed
Observation: Leg placement Tension, crossed and/or tucked under, tapping foot,
continuous movement - Answer –Indication anger, frustrated
Summarize five positive nonverbal behaviors that the medical assistant can use to
enhance the patient's experience in the healthcare setting. - Answer –
* Lean towards patient when gathering info.
* Use eye contact after. Be sensitive
* Do not invade personal spaces
*Observe patient body language so you can respond.
*If your writing info make sure you continue to look at patients often.
Discuss five communication barriers that can result in misunderstanding of the medical
assistant's message. - Answer –
* Using medical terminology- you should adjust your vocabulary to the patient.
* Talking too much- not letting the patient speak.
* Language barrier - non-English speaking patients
* Stereotyping- preconceived assumptions
* Physical impairment - vision, hearing
Explain how the following patient communication barriers might interfere with
therapeutic communication in the healthcare setting:
