HCB 101 Study Guide latest updated, 2024.

HCB 101 Study Guide latest updated, 2024. What does the mnemonic ABCD stand for? A- Assess B-Balance Resources C- Communicate with Others D- Do and Debrief What are the 3 colors of risk? a. Green- Little chance of serious error b. Yellow- Higher chance of serious error c. Red- Very high chance of serious error What does the "swooshing arrow" indicate? Return to good situational awareness Define Customer Someone who buys goods or services from businesses or a person who has a particular quality What is a client? Anyone for whom a service is requiring some degree of confidentiality is provided What is active listening? Listening carefully to what they are saying and ask questions to get to the root of their requests What is verbal communication? speaking in a good tone, volume, and intensity will help to clearly convey your message. What is non-verbal communication? Facial expressions, physical proximity, gestures, and voice tone are all part of the language, which as an impact on your intereaction. What are the stages of grief a. Denial b. Anger c. Bargaining d. Depression e. Acceptance What is denial? The person cannot believe the diagnosis or prognosis What is bereavement? State of having suffered loss by death What is the definition of grief? The emotional feeling of pain and distress that a persons experiences as a reaction to loss What is the morgue A place where the bodies of the deceased persons are kept until identified and claimed by relatives or release for burial. What is mortality? The number of deaths in a given time or place What is a Terminal Illness? An illness leading ultimately to death; an unhealthy condition of the body What are some key factors to show non-verbal communication Facial expressions, physical proximity, gestures and voice tone. What is an example of effective active listening? Repeat in your own words your understanding of what was said, make eye contact with the customer When does the customer pass judgement? In the first few seconds of meeting you What is a good example of miitary bearing and protocol? Being professional, overall physical appearance, use of professional titles and courtesies and behavior What is an example of good physical appearance Physical appearance should confrom to Navy Uniform Regulations, including hygiene. What is good Workspace Appearance? A neat organized area What is good use of Professional Titles and Courtesy? Utilizing the proper title and rank and a simple greeting. What instruction can you use for reference to correctly type military ranks? SECNAV M-5216.5 What are the 4 basic parts of the communication process? The sender of the message, the message, the receiver of the message, and feedback How is addressing a person by their title/rank important? displays professionalism and a simple greeting makes a customer feel welcomed and respected What is the guiding principle behind phone etiquette? That you are talking to a person and that person is your customer What are some key factors when thinking about email etiquette? Proper spelling, grammar and punctuation, should not include emoticons, respond same day to requests, review request before responding, begin response with professional greeting and properly address ranks What is the best approach in handling difficult customers? Approach in a calm confident manner. What is the first step when responding to an angry or rude customer's problem? When you do not respond with anger or rudeness to a customer's emotional outburst What is the primary goal of the Patient Relations Program? To help resolve patient complaints andproblems through patient intervention and negotiations What is the role of the Patient Contact Representative? Route patient compliments or complaints to the chain of command for action and incorporation into the command's annual assessment. What are barriers to effective communication? Physiological barriers(Sensory function), Physical Barriers(noise), Psychosocial barriers (Ones inaccurate perception of self) What are the 3 consent types for medical treatment? Informed consent, Lawful consent, Implied consent What is the Privacy Act of 1974? Established safeguards concerning the right to privacy by regulating the collection, use, maintenance and dissemination of personal information by federal agencies Which law has an overall goal to provide safeguards for protected health information (PHI) to ensure patient privacy is maintained? HIPAA What two federal statues combine to establish the criteria for collecting, maintaining and releasing medical treatment records? The Privacy Act and the Freedom Of Information Act What are some ways to maintain and protect patient privacy? Keep patient interactions as private as possible, place a cover to shield patient data, check for authorization before releasing information to anyone not directly involved What is a Health Record (HREC)? A file of continuous care given to an active duty member and documents all outpatient care provided during a member's career What is an Inpatient Record (IREC)? A medical file that documents care provided to a patient assigned to a designated inpatient bed at an MTF or ship What is an Outpatient Record (OREC)? A file of continuous care that documents ambulatory treatment received by a person other than active duty (retiree, family members) What is the Freedom of Information Act (FOIA)? Law that give you right to access information from the federal government. What are examples of primary medical records? Health Records, Outpatient Records, Inpatient Records What are examples of secondary medical records? DD Form 2766, Chronic Care Flor sheet How are medical records labeled? With a self adhesive labe with the name of the MTF ship, or other units having custodial responsibility What is contained on the outside front cover? Patient name, Alert Box, Record Category, Patient Service and Status, Special Categories of Records, Pencil Entries,Retired year, Barcode Label Area, Labels What information is contained in Part I (Inside Front Cover)? Date of arrival, Projected rotation date, Home Address and telephone number, Command UIC and telephone number What information is contained in Part II (Front of Center Page)? Imprint of the DD 2005 Privacy Act Statement What information is contained in Part III (Back of Center Page)? Disclosure Accounting Record What information is contained in Part IV (Inside Back Cover)? The Forensic Examination Form