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Communications in Med Office - FINAL EXAM!!!! - Thursday 9/21/16
Terms in this set (22)
Listening to and focusing on a patient 100% with nothing else occupying your mind/thoughts.
Five C's of communication
1. Complete - Message must be complete.
2. Clear - Information given must be clear.
3. Concise - Does not include unnecessary information or technical terms.
4. Cohesive - A message is organized and logical in its progression.
5. Courteous - Important in all aspects of communication.
Five stages of grief
Denial. Anger. Bargaining. Depression. Acceptance
The study of the way in which certain body movements and gestures serve as a form of nonverbal communication.
What three (3) types of calls go to physician?
1. Call from family.
2. Call from another physician.
3. STAT calls
Scheduling system: Open hours
Scheduling system: Double booking
When two patients are given the same appointment time.
Scheduling system: Clustering
Scheduling patients with similar problems or conditions into groups.
Scheduling system: Modified wave
When office schedules patients at specific times during the first half of each hour, and keep the second half-hour open for special circumstances.
An appointment system that has some fixed appointments an some appointment times during which patients are seen in order of arrival.
Scheduling system: Practice based
Scheduling system: Wave
Scheduling system: Stream
Scheduling appointments at a specific time.
An appointment scheduling method in which each patient is given a different, specific appointment time. Also called fixed appointment scheduling, time- specified scheduling, or single booking.
New pt: 30-45 minutes.
Complete physical examination: 30-45 minutes.
Established pt: 10-20 minutes.
Defense Mechanism: Compensation
A process of psychologically counterbalancing perceived weaknesses by emphasizing strength in other areas.
Defense Mechanism: Regression
A subconscious of conscious attempt to withdraw from an unpleasant circumstance by reverting to patterns of behavior used earlier in development.
Defense Mechanism: Sublimation
The channeling of socially unacceptable impulses, thoughts, and emotions into more acceptable ones.
Defense Mechanism: Rationalization
Making unacceptable behavior or events acceptable by offering a different, rational explanation.
Defense Mechanism: Undoing
Actions designed to make amends or to cancel out inappropriate behavior.
Defense Mechanism: Denial
Refusal to accept reality or fact.
Defense Mechanism: Repression
The totally subconscious blocking of unacceptable thoughts, feelings, and impulses.
Defense Mechanism: Projection
Attributing a persons undesired thoughts, feelings or impulses onto someone else to avoid acknowledging that they are actually the person's own experiences.
Defense Mechanism: Displacement
The redirecting of thoughts, feelings, and impulses directed at one person or object, but taken out upon another person or object.
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