Term
| When does communication begin with your patient? (Outpatient) |
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Definition
| When the patient calls to make their appointment. The receptionist is very important for 1st impressions. |
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Term
| When does communication begin with your patient? (Hospital) |
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Definition
| When you walk into their room. Knock, ask to come in, introduce yourself, and ask how they like to be addressed |
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Term
| Why do you communicate with your patient? |
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Definition
-Develop a rapport
-Trying to get info from them
-Relay info about what you do and what you're there for
-Begin pt education
-Determine if referral is needed
-Confirm pt understanding |
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Term
| Name 4 levels of communication |
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Definition
Intrapersonal level
Interpersonal level
Small group discussion
Several groups |
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Term
Talk to self
Thoughts and ideas - in your head |
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Definition
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Term
Between you and the pt
Begins with interview and history taking |
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Definition
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Term
Team meetings
Goals - collaborating with all disciplines for 1 pt. Everyone to help the same pt. Also for not too much overlap between the disciplines |
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Definition
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Term
| Discharge planning. All disciplines and the pt and family also |
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Definition
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Term
| Name 12 ways to develop a good rapport with your pt |
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Definition
-Use client/pt sensitive language
-Be in the moment
-Watch vocabulary
-Paralanguage
-Active listening
-Be aware of non verbal language such as facial expressiosn and touch
-Spatial distances
-Distracting behaviors
-Written communication
-Electronic Communication
-Humor as a way to communicate
-Be aware of whats appropriate and not in a given situation |
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Term
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Definition
Tone, quality of voice, pitch, speed
"not what you say but how u say it" |
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Term
| What are the 4 distance zones? |
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Definition
Intimate distance
Personal distance
Social distance
Public distance |
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Term
| Kissing, touching, love-making distance |
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Definition
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Term
1-4 ft
TBI pt could hit you
"arms length" |
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Definition
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Term
4-12 ft.
Formal, business-like distance |
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Definition
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Term
| This is the distance where people are far away, at opposite corners |
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Definition
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Term
| Name 5 barriers to effective communication |
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Definition
Role Uncertainty
Sensory Overload
Physical appearance
Voice and word choice
Language barriers |
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Term
| What is role uncertainty? |
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Definition
| Pt may not understand what is expected of them. They need to understand what PT's and OT's do and how they overlap |
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Term
| Name the 4 levels of conflict |
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Definition
Personal (u and supervisor) (u and pt)
Interpersonal (family and healthcare)
Intragroup (family members) (death)
Intergroup (healthcare and family with discharge planning and goals) |
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Term
| Name 4 sources of conflict |
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Definition
Financial
Content
Psychological (trust issues)
Procedural (facility policies) |
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Term
| Name 6 ways to manage conflict |
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Definition
Avoidance
Accommodation
Competition
Compromise
Collaboration
Mediation |
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Term
| what's the best way to manage conflict? |
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Definition
| Collaboration - requires mutual respect, mixes everyone's goals to become one. |
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Term
| Not addressing the conflict, wait til you calm down. Can be good or bad |
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Definition
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Term
| Give up and let stronger personality win |
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Definition
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Term
| Will not bow down. Everyone wants to win. Power struggle |
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Definition
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Term
| Both people get what they want |
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Definition
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Term
| Needs a third party to step in counselor |
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Definition
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