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// Bipolar TherapyBipolar Therapy
Client of Korean Descent/Ancestry
BACKGROUND INFORMATION
The client is a 26-year-old woman of Korean descent who
presents to her first appointment following a 21-day
hospitalization for onset of acute mania. She was diagnosed
with bipolar I disorder.
Upon arrival in your office, she is quite “busy,” playing with
things on your desk and shifting from side to side in her chair.
She informs you that “they said I was bipolar, I don’t believe
that, do you? I just like to talk, and dance, and sing. Did I tell
you that I liked to cook?”
She weights 110 lbs. and is 5’ 5”
SUBJECTIVE
Patient reports “fantastic” mood. Reports that she sleeps about 5
hours/night to which she adds “I hate sleep, it’s no fun.”
You reviewed her hospital records and find that she has been
medically worked up by a physician who reported her to be in
overall good health. Lab studies were all within normal limits.
You find that the patient had genetic testing in the hospital
(specifically GeneSight testing) as none of the medications that
they were treating her with seemed to work.
Genetic testing reveals that she is positive for CYP2D6*10
allele.
Patient confesses that she stopped taking her lithium (which was
prescribed in the hospital) since she was discharged two weeks
ago.
MENTAL STATUS EXAM
The patient is alert, oriented to person, place, time, and event.
She is dressed quite oddly- wearing what appears to be an
evening gown to her appointment. Speech is rapid, pressured,
tangential. Self-reported mood is euthymic. Affect broad.
Patient denies visual or auditory hallucinations, no overt
delusional or paranoid thought processes readily apparent.
Judgment is grossly intact, but insight is clearly impaired. She
is currently denying suicidal or homicidal ideation.
The Young Mania Rating Scale (YMRS) score is 22
RESOURCES
§ Chen, R., Wang, H., Shi, J., Shen, K., & Hu, P. (2015).
Cytochrome P450 2D6 genotype affects the pharmacokinetics of
controlled-release paroxetine in healthy Chinese subjects:
comparison of traditional phenotype and activity score systems.
European Journal of Clinical Pharmacology, 71(7), 835-841.
doi:10.1007/s00228-015-1855-6
Decision Point OneSelect what the PMHNP should do:Begin
Lithium 300 mg orally BID
Begin Risperdal 1 mg orally BID
Begin Seroquel XR 100 mg orally at HS
Chapter XX:
Chapter Title
Chapter 3:
Communication Skills
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Learning Outcomes
Cognitive Domain
Note: AAMA/CAAHEP 2015 Standards are italicized.
1. Spell and define the key terms
2. List two major forms of communication
3. Identify styles and types of verbal communication
4. Identify types of nonverbal communication
5. Recognize barriers to communication
6. Identify techniques for overcoming communication barriers
7. Recognize the elements of oral communication using a
sender-receiver process
8. Identify resources and adaptations that are required based on
individual needs, that is, culture and environment,
developmental life stage, language, and physical threats to
communication
*
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Learning Outcomes (cont’d)
9. Discuss examples of diversity:
Cultural
Social
Ethnic
10. Discuss the role of cultural, social, and ethnic diversity in
ethical performance of medical assisting practice
11. Discuss the role of assertiveness in effective professional
communication, and relate the following behaviors to
professional communication:
Assertive
Aggressive
Passive
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Learning Outcomes (cont’d)
12. Discuss the theories of:
A. Erik Erikson
B. Kübler-Ross
13. Explain how various components of communication can
affect the meeting of verbal messages
14. Define active listening
15. List and describe the six interviewing techniques
16. Give an example of how cultural differences may affect
communication
17. Discuss how to handle communication problems caused by
language barriers
18. List two methods that you can use to promote
communication among hearing-, sight-, and speech-impaired
patients
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Learning Outcomes (cont’d.)
19. Discuss how to handle an angry or distressed patient
20. List five actions that you can take to improve
communication with a child
21. Discuss your role in communicating with a grieving patient
or family member
22. Discuss the key elements of interdisciplinary
communication
23. Explore issue of confidentiality as it applies to the medical
assistant
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Learning Outcomes (cont’d)
Psychomotor Domain
Note: AAMA/CAAHEP 2015 Standards are italicized.
1. Respond to nonverbal communication (Procedure 3-1)
2. Use feedback techniques to obtain patient information
including the following:
A. Reflection (Procedure 3-1)
B. Restatement (Procedure 3-1)
C. Clarification (Procedure 3-1)
3. Coach patients appropriately considering the following:
A. Cultural diversity (Procedure 3-2)
B. Development life stage (Procedure 3-2)
C. Communication barriers (Procedure 3-2)
*
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Learning Outcomes (cont’d)
Affective Domain
Note: AAMA/CAAHEP 2015 Standards are italicized.
1. Demonstrate
A. empathy
B. active listening
C. nonverbal communication
2. Demonstrate respect for individual diversity including:
Gender
Race
Religion
Age
Economic status
Appearance
*
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Learning Outcomes (cont’d)
3. Use appropriate body language and other nonverbal skills in
communicating with patients, family, and staff
4. Demonstrate awareness of the territorial boundaries of the
person with whom one is communicating
5. Demonstrate sensitivity appropriate to the message being
delivered
6. Demonstrate awareness of how an individual’s personal
appearance affects anticipated responses
7. Demonstrate recognition of the patient’s level of
understanding in communication
8. Analyze communication in providing appropriate
responses/feedback
9. Demonstrate the principles of self-boundaries
10. Respond to issues of confidentiality
*
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Learning Outcomes (cont’d)
ABHES Competencies
1. Identify and respond appropriately when working/caring for
patients with special needs
2. Use empathy when treating terminally ill patients
3. Identify common stages that terminally ill patients go
through and list organizations/support groups that can assist
patients and family members of patients struggling with
terminal illness
4. Advocate on behalf of family/patients, having ability to deal
and communicate with family
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Learning Outcomes (cont’d)
5. Analyze the effect of hereditary, cultural, and environmental
influences
6. Locate resources and information for patients and employers
7. Be attentive, listen, and learn
8. Be impartial and show empathy when dealing with patients
9. Communicate on the recipient’s level of comprehension
10. Serve as liaison between physician and others
11. Recognize and respond to verbal and nonverbal
communication
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Communication is sending and receiving messages, verbally or
otherwise. Until the message is received accurately,
communication has not taken place.
The ability to communicate effectively is a crucial skill for
medical assistants. The medical assistant is usually the first
person the patient meets in the medical office. Thus, your
positive attitude, pleasant presentation, and use of good
communication skills will set the tone for future interactions.
message: words sent from one person to another; information
sent through spoken, written, or body language
Back to Learning Outcomes
Introduction
In your role, you must accurately and appropriately share
information with physicians, other professional staff members,
and patients.
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Basic Communication Flow
Communication requires three things
Message
Sender
Receiver
Two or more people act as sender and receiver as they seek
feedback and clarification
Back to Learning Outcomes
feedback: in communication, the response to input from
another
clarification: explanation; removal of confusion or uncertainty
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Basic Communication Flow (cont’d.)
Good communication entails:
Clarifying confusing messages
Validating patient’s perceptions
Adapting messages to patient’s understanding level
Asking for feedback to ensure that the messages you sent were
received by the patient or other persons as intended
Back to Learning Outcomes
Figure 3-1 Flow of communication.
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Checkpoint Question
What three elements must be present for communication to
occur?
Back to Learning Outcomes
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Checkpoint Answer
For communication to occur, these three elements must be
present:
A message to be sent
A person to send the message
A person to receive the message
Back to Learning Outcomes
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Forms of Communication
Verbal Communication
Verbal
Uses words or language
Most common form, so important to use clearly
Types
Oral
Written
Gear speech to patient’s educational level
Example—heart attack vs. myocardial infarction
Back to Learning Outcomes
You need good verbal communication skills when
performing such tasks as making appointments, providing
patient education, making referrals, and sharing information
with the physician.
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Forms of Communication (cont’d.)
Research indicates that primary message transmitted more by
the way it is said than by the words that are used:
Paralanguage
Voice tone
Quality
Volume
Pitch
Range
Back to Learning Outcomes
paralanguage: factors connected with, but not essentially
part of, language, e.g., tone of voice, volume, pitch
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Forms of Communication (cont’d.)
Nonlanguage
Laughing
Sobbing
Signing
Written
Should be clear and concise
Reinforces oral
Back to Learning Outcomes
The ability to write clearly, concisely, and accurately is
important in the health care profession.
nonlanguage: not expressed in spoken language, e.g.,
laughing, sobbing, grunting, sighing
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Forms of Communication (cont’d.)
Back to Learning Outcomes
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Checkpoint Question
List five examples of paralanguage.
Back to Learning Outcomes
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Checkpoint Answer
Examples of paralanguage are:
Voice tone
Quality
Volume
Pitch
Range
Back to Learning Outcomes
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Forms of Communication (cont’d.)
Nonverbal Communication
Also called body language
Kinesics
Facial expressions
Body and eye movement
Gestures
Back to Learning Outcomes
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Forms of Communication (cont’d.)
Proxemics
Physical proximity
Personal space — usually about 3 foot diameter
Varies among individuals and cultures
Medical care involves entering personal space
Some patients tolerate it better than others
Back to Learning Outcomes
culture: the way of life, including commonly held beliefs, of a
group
of people
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Forms of Communication (cont’d.)
Touch
Therapeutic — convey support and caring
Some patients find it uncomfortable
Seek cues from patient’s demeanor
Back to Learning Outcomes
therapeutic: having to do with treating or curing disease;
curative
Figure 3-2 Therapeutic touch conveys caring and concern.
demeanor: the way a person looks, behaves, and conducts
himself or herself
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Forms of Communication (cont’d.)
Defense Mechanisms
Can imped communication
The process in the brain that makes you forget or ignore painful
or disturbing thoughts, situations, etc.
Be unaware exhibiting
Must be aware of various barriers and respond appropriately
Back to Learning Outcomes
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Active Listening
Importance of active listening
Ensures that listener understands patient message
Ensures that patient understands information
Components of active listening
Give patient full attention
Minimize interruptions
Watch for nonverbal cues — especially where they conflict with
verbal message
Back to Learning Outcomes
To listen actively, you must give your full attention to the
patient with whom you
are speaking.
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Interview Techniques
Main requirements for effective interview:
Listen actively
Ask appropriate questions — prepare ahead of time
Record answers
Conduct interview in private place — introduce yourself
Be organized
Back to Learning Outcomes
To conduct either type of interview, you must use effective
techniques: listen actively, ask the appropriate questions, and
record the answers.
Figure 3-3 Begin the interview by introducing yourself.
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Interview Techniques (cont’d.)
Do not answer phone calls or attend to other distractions
Let patients know what will happen next and approximate time
Six interviewing techniques:
Reflecting
Paraphrasing
Clarification
Asking open-ended questions
Summarizing
Allowing silences
Back to Learning Outcomes
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Interview Techniques (cont’d.)
Reflecting
Repeat what you heard patient say
Leave sentence unfinished
Do not overuse
Paraphrasing or Restatement
Repeat what you heard in your own words
Allows patients to clarify and correct
Asking for Examples or Clarification
Clarifies and reinforces patient’s statements
Back to Learning Outcomes
reflecting: repeating what one heard using open-ended
questions
paraphrasing: restating what you heard using your own words
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Interview Techniques (cont’d.)
Asking Open-Ended Questions
What, when, or how questions
Patient can’t answer only yes or no
Avoid why questions
Avoid closed-end questions that allow only a “yes” or “no”
answer
Back to Learning Outcomes
The best way to obtain specific information is to ask open-
ended questions that require the patient to formulate an answer
and elaborate on the response.
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Interview Techniques (cont’d.)
Summarizing
Reiterate what has been discussed
Allowing Silences
Allows patient to add information or ask questions
Allows patient to formulate thoughts
Allows listener to organize thoughts and form questions
Back to Learning Outcomes
Briefly reviewing the information you have obtained, or
summarizing, gives the patient another chance to clarify
statements or correct misinformation.
summarizing: briefly reviewing the information discussed to
determine the patient’s comprehension
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Checkpoint Question
What are the six interviewing techniques?
Back to Learning Outcomes
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Checkpoint Answer
When interviewing patients, you can use six different
techniques:
Reflecting
Paraphrasing or restatement
Asking for examples or clarification
Asking open-ended questions
Summarizing
Allowing silences.
Back to Learning Outcomes
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Factors Affecting Communication
Many factors can influence communication effectiveness
Use of cliché
Message unclear or inappropriate to the situation
Personal distractions (pain or anxiety)
Environmental distractions (noise)
Cultural differences
Stereotyping or biases
Language barriers
Hearing or sight impairment
Back to Learning Outcomes
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Factors Affecting Communication (cont’d.)
Cultural differences
Perception is guided by cultural, social, religious beliefs
Avoid preconceived ideas about people from different cultures
Individuals vary within cultures
Back to Learning Outcomes
The way a person perceives situations and other people is
greatly influenced by cultural, social, and religious beliefs or
firmly held convictions.
To help avoid miscommunication and offending patients,
you must be sensitive to these differences in all of your patient
interactions.
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Factors Affecting Communication (cont’d.)
Back to Learning Outcomes
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Factors Affecting Communication (cont’d.)
Back to Learning Outcomes
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Factors Affecting Communication (cont’d.)
Stereotyping and Biased Opinions
Should not let personal values or bias affect communications
Stereotyping and prejudice are deterrents to establishing
therapeutic relationship
Example—patient who lives in homeless shelter
Back to Learning Outcomes
bias: formation of an opinion without foundation or reason;
prejudice
stereotyping: to place in a fixed mold, without consideration
of differences
As a health care professional, you are expected to treat all
patients impartially, to guard against discriminatory practices,
remain nonjudgmental, avoid stereotypes, and have a
professional demeanor.
discrimination: making a difference in favor of or against
someone
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Factors Affecting Communication (cont’d.)
Language Barriers
Some patients don’t speak English well or at all — problem to
convey and obtain accurate information
Use of interpreters
Staff or family member
Lacking interpreter, written references contain common medical
questions and answers
If office serves speakers of particular language, obtain phrase
book for that language
Back to Learning Outcomes
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Factors Affecting Communication (cont’d.)
Try to use someone same sex as patient
Guidelines:
Do not shout
Demonstrate or pantomime as needed
Speak to patient, not interpreter
Speak slowly; use simple sentences that require simple answers
Avoid slang
Avoid distractions; find a relaxed, quiet environment
Learn basic phrases in appropriate language(s)
Back to Learning Outcomes
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Special Communication Challenges
Sensory impairments
Motor (speech) impairments
Patients with limited understanding
Very ill or sedated patients
Very frightened or traumatized patients
Young children
Back to Learning Outcomes
Patients must feel that they are part of the process even if
their condition
requires involvement by family members or other caregivers.
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Special Communication Challenges (cont’d.)
Hearing-Impaired Patients
Impairments:
Conductive — interference with sound conduction
Sensorineural — lesions or problems with nerves or the cochlea
Anacusis
Sign language, interpreters or other tools
Presbycusis
Often in denial, hearing aids or other amplification devices
Back to Learning Outcomes
presbycusis: (also: presbyacusis) loss of hearing associated
with aging
anacusis: complete hearing loss
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Special Communication Challenges (cont’d.)
Methods for communicating with hearing-impaired patients (use
tact, diplomacy, and patience):
Touch patient gently to get his or her attention
Talk face to face
Ensure good lighting makes your face visible
Lower vocal pitch; speak distinctly and with force but do not
shout
Use note pad and demonstrations
Use pictograms
Use short sentences, short words; enunciate clearly but do not
exaggerate facial expressions
Eliminate distractions
Back to Learning Outcomes
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Special Communication Challenges (cont’d.)
Back to Learning Outcomes
Figure 3-4 Pictogram for instructing a patient on medication
routine.
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Checkpoint Question
How does the TDD system work?
Back to Learning Outcomes
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Checkpoint Answer
The caller types a message, and the patient reads the message
and types a response.
TDD: Telecommunication device for the deaf
Back to Learning Outcomes
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Special Communication Challenges (cont’d.)
Sight-Impaired Patients
Range from blurred vision to total blindness
Different conditions can result in impairment
Cataracts
Glaucoma
Macular degeneration
Retinal detachment
Hyperopia
Myopia
Nyctalgsia
Retinopathy
Strabismus
Presbyopia
Back to Learning Outcomes
Patients who cannot see lose valuable information from
nonverbal communication.
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Special Communication Challenges (cont’d.)
Methods for communicating with sight-impaired patients:
Identify yourself by name at each visit
Do not raise your voice
Explain fully exactly what you’re about to do; alert patient
when you will touch him or her
Orient patient spatially by having him or her touch furniture or
walls
Offer to escort patient while he or she holds your arm
Tell patient when you leave room; knock when entering room
Explain sounds of equipment used and what each machine will
do
Back to Learning Outcomes
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Special Communication Challenges (cont’d.)
Speech Impairments
Dysphasia
Dysphonia
Stuttering
Methods for communicating with speech-impaired patients:
Allow patient time to gather thoughts
Allow ample time for patient to communicate
Do not rush conversation
Do not appear impatient
Offer note pad for writing questions
Discuss with physician the possibility of speech therapist
Back to Learning Outcomes
dysphasia: difficulty speaking
dysphonia: impairment of voice; hoarseness
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Checkpoint Question
What is the difference between dysphasia and dysphonia?
Back to Learning Outcomes
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Checkpoint Answer
Dysphasia is difficulty with speech, usually the result of nerve
problem.
Dysphonia is a voice impairment, usually caused by a physical
condition.
Back to Learning Outcomes
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Special Communication Challenges (cont’d.)
Mental Health Illnesses
Create broad range of communication challenges:
Uncontrollable outburst
Mute conditions
Hear voices
See objects that do not exist
Communicating with patients with moderate to severe disorders
required indepth training
Back to Learning Outcomes
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Special Communication Challenges (cont’d.)
Methods for communicating with patients with mild mental
illnesses:
Tell patient what to expect
Keep conversations focused and professional
Do not force or demand answers
If you feel unsafe, speak to your supervisor or the physician
Do not confirm hearing voices or seeing nonexistent objects
Orient the patient to reality as appropriate
Back to Learning Outcomes
Your communication should be professional,
nonjudgmental, and encouraging when appropriate.
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Special Communication Challenges (cont’d.)
Angry or Distressed Patients
Contributing factors:
Frustration
Long wait times—keep patients informed of long wait times
Illness
Financial strain
Billing or insurance problems
Bad health news
Back to Learning Outcomes
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Special Communication Challenges (cont’d.)
To improve communication:
Be supportive
Take to private area
Stay calm
Be open and honest
Do not provide false reassurance
Do not belittle problem or concern
Ensure own safety if angry patient becomes aggressive or
threatening
Back to Learning Outcomes
The key to communicating with upset patients is to prevent
an escalation of the problem.
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Special Communication Challenges (cont’d.)
Developmental
Need to understand stages of development
Erik Erikson, developed theory of 8 stages of development
Each stage has different accommodations to be made when
interacting with patients
Back to Learning Outcomes
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Special Communication Challenges (cont’d.)
Children
To facilitate communication:
Place child at your eye level or lower yourself to child’s eye
level
Keep voice gentle and low-pitched
Make movements slow and visible
Rephrase question until sure child understands
Tell child when you will touch him or her
Expect that a child will return to an earlier developmental phase
when ill
Use play and toys to phrase questions
Allow child to express feelings
Back to Learning Outcomes
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Special Communication Challenges (cont’d.)
Adolescents:
May wish to be seen without parent
Do not show shock or disapproval — will stop communicating
Back to Learning Outcomes
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Special Communication Challenges (cont’d.)
Back to Learning Outcomes
Figure 3-5 The medical assistant communicates at the child’s
eye level.
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Checkpoint Question
What is the stage of development in which trust versus mistrust
is developed?
Back to Learning Outcomes
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Checkpoint Answer
The developmental stage where trust versus mistrust is
developed is the infant stage, ages 0 to 1 years.
Back to Learning Outcomes
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Communicating with a Grieving Patient or Family Member
Loss of loved one
Death
Loss of relationship
Loss of body part
Loss of health
Dr. Elisabeth Kübler-Ross’ five distinct stages of grief in On
Death and Dying— mourning can occur over months or years:
Denial: Patient does not believe diagnosis
Anger: Toward doctor or facility
Bargaining: Attempt to trade diagnosis
Depression: Quiet, withdrawn, uncaring
Acceptance: Acknowledgment of situation
Back to Learning Outcomes
grief: great sadness caused by loss
mourning: to demonstrate signs of grief: grieving
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Communicating with a Grieving Patient or Family Member
(cont’d.)
Back to Learning Outcomes
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Communicating with a Grieving Patient or Family Member
(cont’d.)
Grief when a patient dies:
Normal to feel sad
Focus on empathy, not sympathy
Empathy = feeling with
Sympathy = feeling for
Back to Learning Outcomes
Empathy can help you recognize a patient’s fear and
discomfort so you can do everything possible to provide support
and reassurance.
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Checkpoint Question
What are the five stages of grieving?
Back to Learning Outcomes
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Checkpoint Answer
The five stages of grieving are:
Denial
Anger
Bargaining
Depression
Acceptance
Back to Learning Outcomes
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Establishing Positive Patient Relationships
Proper Form of Address
Use proper form of address to show respect and set a
professional tone
Use last name unless otherwise instructed by patient
Calling patients by pet names, such as sweetie, granny, gramps,
or honey, can offend the person
Avoid referring to patient by his or her medical condition
Back to Learning Outcomes
Pet names denigrate the individual’s dignity and put the
interaction on a personal, not professional, level.
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Establishing Positive Patient Relationships
Professional Distance
Avoid revealing intimate information about yourself
Choose general topics and keep the conversation light
Back to Learning Outcomes
You should not become too personally involved with
patients because doing so may jeopardize your ability to be
objective.
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Establishing Positive Patient Relationships (cont’d.)
Teaching Patients
Be knowledgeable about current medical issues, discoveries,
and trends.
Be aware of special services available in your area.
Have pertinent handouts or information sheets available.
Allow enough teaching time so that you are not interrupted or
rushed.
Find a quiet room away from the main office flow if at all
possible.
Back to Learning Outcomes
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Establishing Positive Patient Relationships (cont’d.)
Give information in a clear, concise, sequential manner; provide
written instructions as a follow-up.
Allow the patient time to process this new information.
Encourage the patient to ask questions.
Ask open-ended questions in a way that will allow you to know
whether the patient understands the material.
Invite the patient to call the office with additional questions
that may arise.
Back to Learning Outcomes
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Professional Communication
Assertiveness in Professional Communication
An assertive person:
Sets clear boundaries for himself or herself and others
Knows how to set limits
Clearly and politely communicates his or her wants and needs
Can say “no” without offending another person
Understands the appropriate time for assertiveness versus
passive compliance
Back to Learning Outcomes
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Professional Communication (cont’d.)
Refuses to be inappropriately dominated or “handled”
Considers the feelings and roles of others
Voices differences of opinion without being rude or overbearing
Stands up for what he or she believes when appropriate
Holds himself or herself with confidence and maintains eye
contact
Looks for compromise, not conflict
Speaks firmly but pleasantly
Respects others
Understands when he or she is about to “step over a line” and
pulls back
Is honest and fair
Back to Learning Outcomes
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Professional Communication (cont’d.)
An aggressive person, conversely, is:
Hostile
Threatening
Demanding
Loud
Annoying
Sarcastic
Angry
Mean
Back to Learning Outcomes
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Professional Communication (cont’d.)
Communicating with Peers
Must remain professional
Minimize discussion of non-work-related topics
Minimize loud talking, laughter, whispering
Remain honest
Become active in local professional organization
Back to Learning Outcomes
Involvement in local community organizations and support
groups is also beneficial to promoting you and your profession.
Copyright © 2016 Wolters Kluwer • All Rights Reserved
Professional Communication (cont’d.)
Communicating with Physicians
Address with professional title
Use correct medical terminology
Do not use slang
Display confidence
Communicate clearly
Be honest if you do not know something
Back to Learning Outcomes
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Professional Communication (cont’d.)
Communicating with Other Facilities
Maintain patient confidentiality
Observe legal requirements for dispensing patient data
Use caution with fax machines, e-mail, and other electronic
devices
Provide only facts
Always be nonjudgmental
Confirm receipt of message
Back to Learning Outcomes
// Bipolar TherapyBipolar Therapy
Client of Korean Descent/Ancestry
Decision Point One
Begin Lithium 300 mg orally BID
RESULTS OF DECISION POINT ONE Client returns to clinic
in four weeks Client informs the PMHNP that she has been
taking her drug “off and on” only when she “feels like she
needs it” Today’s presentation is similar to the first day you
met her
Decision Point Two
Select what the PMHNP should
do next:Increase Lithium to 450 mg orally BID
RESULTS OF DECISION POINT TWO Client returns to clinic
in four weeks Client returns reports that she is still taking the
medication when she feels that she needs it She remains quite
manic and reports that her family is getting really upset because
she likes to play her new guitar at night
Decision Point Three
Select what the PMHNP should
do next:Assess for rationale for non-compliance and educate
client
Guidance to Student
The PMHNP should further assess for
dangerousness to self or others. The client should be assessed
for self-care, to including hygiene, eating, sleeping, etc.
Hospitalization may be indicated if the client remains non-
compliant and is a danger to self. If the client is not a danger to
self, and hospitalization is not indicated, the PMHNP needs to
assess for rationale for non-compliance. Many clients enjoy
mania as it is a nice feeling to be consistently happy. When
clients are successfully treated for mania, they often describe
themselves as feeling ‘down’ or ‘flat.’ The PMHNP needs to
assess for depression at this point as opposed to normalization
of mood. Abilify is also FDA approved as monotherapy for
mania and mixed presentations, but at a dose of 15 mg. day., so
although you may be tempted to begin Abilify- be certain to use
correct dose. Also, because it can be “activating” you need to
dose this drug in the morning. However, the client is non-
compliant and therefore, eliciting reasons for non-compliance is
essential to the care of this client.
Start OverConsider hospitalization
Guidance to Student
The PMHNP should further assess for
dangerousness to self or others. The client should be assessed
for self-care, to including hygiene, eating, sleeping, etc.
Hospitalization may be indicated if the client remains non-
compliant and is a danger to self. If the client is not a danger to
self, and hospitalization is not indicated, the PMHNP needs to
assess for rationale for non-compliance. Many clients enjoy
mania as it is a nice feeling to be consistently happy. When
clients are successfully treated for mania, they often describe
themselves as feeling ‘down’ or ‘flat.’ The PMHNP needs to
assess for depression at this point as opposed to normalization
of mood. Abilify is also FDA approved as monotherapy for
mania and mixed presentations, but at a dose of 15 mg. day., so
although you may be tempted to begin Abilify- be certain to use
correct dose. Also, because it can be “activating” you need to
dose this drug in the morning. However, the client is non-
compliant and therefore, eliciting reasons for non-compliance is
essential to the care of this client.
Start OverChange to abilify 10 mg orally at HS
Guidance to Student
The PMHNP should further assess for
dangerousness to self or others. The client should be assessed
for self-care, to including hygiene, eating, sleeping, etc.
Hospitalization may be indicated if the client remains non-
compliant and is a danger to self. If the client is not a danger to
self, and hospitalization is not indicated, the PMHNP needs to
assess for rationale for non-compliance. Many clients enjoy
mania as it is a nice feeling to be consistently happy. When
clients are successfully treated for mania, they often describe
themselves as feeling ‘down’ or ‘flat.’ The PMHNP needs to
assess for depression at this point as opposed to normalization
of mood. Abilify is also FDA approved as monotherapy for
mania and mixed presentations, but at a dose of 15 mg. day., so
although you may be tempted to begin Abilify- be certain to use
correct dose. Also, because it can be “activating” you need to
dose this drug in the morning. However, the client is non-
compliant and therefore, eliciting reasons for non-compliance is
essential to the care of this client.
Start OverAssess rationale for non-compliance to elicit reason
for non-compliance and educate client re: drug effects, and
pharmacology
RESULTS OF DECISION POINT TWO Client returns to clinic
in four weeks Client states that the drug makes her nauseated
and gives her diarrhea Client states that she stops taking it until
these symptoms abate, at which point she re-starts only to
experience the symptoms again
Decision Point Three
Select what the PMHNP should
do next:Change to Depakote ER 500 mg at HS
Guidance to Student
In this case, the client is having nausea
and diarrhea, classic side effects of lithium therapy. Changing
the client to an extended release formulation can often prevent
these symptoms while at the same time affording the client the
benefit of lithium’s mood stabilizing properties. Also, lithium is
a good choice for control of mania and has also been shown to
decrease risk of suicide, which adds to its overall benefits.
Depakote may be an option if changing to sustained release
lithium does not alleviate the side effects. Oxcarbazpine
(Trileptal) is an option, but is a second line therapy and is not
appropriate at this stage as the client has not had an adequate
trial of first line agents.
Start OverChange Lithium to sustained release preparation at
same dose and frequency
Guidance to Student
In this case, the client is having nausea
and diarrhea, classic side effects of lithium therapy. Changing
the client to an extended release formulation can often prevent
these symptoms while at the same time affording the client the
benefit of lithium’s mood stabilizing properties. Also, lithium is
a good choice for control of mania and has also been shown to
decrease risk of suicide, which adds to its overall benefits.
Depakote may be an option if changing to sustained release
lithium does not alleviate the side effects. Oxcarbazpine
(Trileptal) is an option, but is a second line therapy and is not
appropriate at this stage as the client has not had an adequate
trial of first line agents.
Start OverChange to trileptal 300 mg orally BID
Guidance to Student
In this case, the client is having nausea and
diarrhea, classic side effects of lithium therapy. Changing the
client to an extended release formulation can often prevent
these symptoms while at the same time affording the client the
benefit of lithium’s mood stabilizing properties. Also, lithium is
a good choice for control of mania and has also been shown to
decrease risk of suicide, which adds to its overall benefits.
Depakote may be an option if changing to sustained release
lithium does not alleviate the side effects. Oxcarbazpine
(Trileptal) is an option, but is a second line therapy and is not
appropriate at this stage as the client has not had an adequate
trial of first line agents.
Start OverSwitch to Depakote ER 500 mg orally at HS
RESULTS OF DECISION POINT TWO Client returns to clinic
in four weeks Client reports that she has been compliant and
you notice a marked reduction in manic symptoms. Young
Mania Rating Scale was 11 (50% reduction from first office
visit) Client reports that she has gained 6 pounds over the last 4
weeks and wants to stop the medication because of this
Decision Point Three
Select what the PMHNP should
do next:Educate client regarding diet/weight loss and continue
client on the same drug/dose
Guidance to Student
The PMHNP should begin by educating
the client regarding weight loss/and importance of diet/exercise
while taking Depakote which can cause weight gain. Decreasing
the dose of Depakote would not be appropriate as she still has
symptoms and decreasing dose of Depakote may result in some
weight loss, it may result in a return of manic symptoms. The
PMHNP can switch to Zyprexa but if weight gain is the issue,
then this will be compounded by Zyprexa which is associated
with significant weight gain (up to 20 kg over a 24 month
period).
Start OverDecrease Depakote ER to 250 mg orally at HS
Guidance to Student
The PMHNP should begin by educating the
client regarding weight loss/and importance of diet/exercise
while taking Depakote which can cause weight gain. Decreasing
the dose of Depakote would not be appropriate as she still has
symptoms and decreasing dose of Depakote may result in some
weight loss, it may result in a return of manic symptoms. The
PMHNP can switch to Zyprexa but if weight gain is the issue,
then this will be compounded by Zyprexa which is associated
with significant weight gain (up to 20 kg over a 24 month
period).
Start OverSwitch medication to Zyprexa 15 mg orally daily at
HS
Guidance to Student
The PMHNP should begin by educating
the client regarding weight loss/and importance of diet/exercise
while taking Depakote which can cause weight gain. Decreasing
the dose of Depakote would not be appropriate as she still has
symptoms and decreasing dose of Depakote may result in some
weight loss, it may result in a return of manic symptoms. The
PMHNP can switch to Zyprexa but if weight gain is the issue,
then this will be compounded by Zyprexa which is associated
with significant weight gain (up to 20 kg over a 24 month
period).
Start Over
  Bipolar TherapyBipolar TherapyClient of Korean DescentAncestr.docx

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Bipolar TherapyBipolar TherapyClient of Korean DescentAncestr.docx

  • 1. // Bipolar TherapyBipolar Therapy Client of Korean Descent/Ancestry BACKGROUND INFORMATION The client is a 26-year-old woman of Korean descent who presents to her first appointment following a 21-day hospitalization for onset of acute mania. She was diagnosed with bipolar I disorder. Upon arrival in your office, she is quite “busy,” playing with things on your desk and shifting from side to side in her chair. She informs you that “they said I was bipolar, I don’t believe that, do you? I just like to talk, and dance, and sing. Did I tell you that I liked to cook?” She weights 110 lbs. and is 5’ 5” SUBJECTIVE Patient reports “fantastic” mood. Reports that she sleeps about 5 hours/night to which she adds “I hate sleep, it’s no fun.” You reviewed her hospital records and find that she has been medically worked up by a physician who reported her to be in overall good health. Lab studies were all within normal limits. You find that the patient had genetic testing in the hospital (specifically GeneSight testing) as none of the medications that they were treating her with seemed to work. Genetic testing reveals that she is positive for CYP2D6*10 allele. Patient confesses that she stopped taking her lithium (which was prescribed in the hospital) since she was discharged two weeks ago. MENTAL STATUS EXAM The patient is alert, oriented to person, place, time, and event. She is dressed quite oddly- wearing what appears to be an evening gown to her appointment. Speech is rapid, pressured, tangential. Self-reported mood is euthymic. Affect broad. Patient denies visual or auditory hallucinations, no overt delusional or paranoid thought processes readily apparent.
  • 2. Judgment is grossly intact, but insight is clearly impaired. She is currently denying suicidal or homicidal ideation. The Young Mania Rating Scale (YMRS) score is 22 RESOURCES § Chen, R., Wang, H., Shi, J., Shen, K., & Hu, P. (2015). Cytochrome P450 2D6 genotype affects the pharmacokinetics of controlled-release paroxetine in healthy Chinese subjects: comparison of traditional phenotype and activity score systems. European Journal of Clinical Pharmacology, 71(7), 835-841. doi:10.1007/s00228-015-1855-6 Decision Point OneSelect what the PMHNP should do:Begin Lithium 300 mg orally BID Begin Risperdal 1 mg orally BID Begin Seroquel XR 100 mg orally at HS
  • 3. Chapter XX: Chapter Title Chapter 3: Communication Skills Copyright © 2016 Wolters Kluwer • All Rights Reserved Learning Outcomes
  • 4. Cognitive Domain Note: AAMA/CAAHEP 2015 Standards are italicized. 1. Spell and define the key terms 2. List two major forms of communication 3. Identify styles and types of verbal communication 4. Identify types of nonverbal communication 5. Recognize barriers to communication 6. Identify techniques for overcoming communication barriers 7. Recognize the elements of oral communication using a sender-receiver process 8. Identify resources and adaptations that are required based on individual needs, that is, culture and environment, developmental life stage, language, and physical threats to communication * Copyright © 2016 Wolters Kluwer • All Rights Reserved Learning Outcomes (cont’d) 9. Discuss examples of diversity: Cultural Social Ethnic 10. Discuss the role of cultural, social, and ethnic diversity in ethical performance of medical assisting practice 11. Discuss the role of assertiveness in effective professional communication, and relate the following behaviors to professional communication: Assertive Aggressive Passive
  • 5. Copyright © 2016 Wolters Kluwer • All Rights Reserved Learning Outcomes (cont’d) 12. Discuss the theories of: A. Erik Erikson B. Kübler-Ross 13. Explain how various components of communication can affect the meeting of verbal messages 14. Define active listening 15. List and describe the six interviewing techniques 16. Give an example of how cultural differences may affect communication 17. Discuss how to handle communication problems caused by language barriers 18. List two methods that you can use to promote communication among hearing-, sight-, and speech-impaired patients Copyright © 2016 Wolters Kluwer • All Rights Reserved Learning Outcomes (cont’d.) 19. Discuss how to handle an angry or distressed patient 20. List five actions that you can take to improve communication with a child 21. Discuss your role in communicating with a grieving patient or family member 22. Discuss the key elements of interdisciplinary communication 23. Explore issue of confidentiality as it applies to the medical assistant Copyright © 2016 Wolters Kluwer • All Rights Reserved
  • 6. Learning Outcomes (cont’d) Psychomotor Domain Note: AAMA/CAAHEP 2015 Standards are italicized. 1. Respond to nonverbal communication (Procedure 3-1) 2. Use feedback techniques to obtain patient information including the following: A. Reflection (Procedure 3-1) B. Restatement (Procedure 3-1) C. Clarification (Procedure 3-1) 3. Coach patients appropriately considering the following: A. Cultural diversity (Procedure 3-2) B. Development life stage (Procedure 3-2) C. Communication barriers (Procedure 3-2) * Copyright © 2016 Wolters Kluwer • All Rights Reserved Learning Outcomes (cont’d) Affective Domain Note: AAMA/CAAHEP 2015 Standards are italicized. 1. Demonstrate A. empathy B. active listening C. nonverbal communication 2. Demonstrate respect for individual diversity including: Gender Race Religion Age
  • 7. Economic status Appearance * Copyright © 2016 Wolters Kluwer • All Rights Reserved Learning Outcomes (cont’d) 3. Use appropriate body language and other nonverbal skills in communicating with patients, family, and staff 4. Demonstrate awareness of the territorial boundaries of the person with whom one is communicating 5. Demonstrate sensitivity appropriate to the message being delivered 6. Demonstrate awareness of how an individual’s personal appearance affects anticipated responses 7. Demonstrate recognition of the patient’s level of understanding in communication 8. Analyze communication in providing appropriate responses/feedback 9. Demonstrate the principles of self-boundaries 10. Respond to issues of confidentiality * Copyright © 2016 Wolters Kluwer • All Rights Reserved Learning Outcomes (cont’d) ABHES Competencies
  • 8. 1. Identify and respond appropriately when working/caring for patients with special needs 2. Use empathy when treating terminally ill patients 3. Identify common stages that terminally ill patients go through and list organizations/support groups that can assist patients and family members of patients struggling with terminal illness 4. Advocate on behalf of family/patients, having ability to deal and communicate with family Copyright © 2016 Wolters Kluwer • All Rights Reserved Learning Outcomes (cont’d) 5. Analyze the effect of hereditary, cultural, and environmental influences 6. Locate resources and information for patients and employers 7. Be attentive, listen, and learn 8. Be impartial and show empathy when dealing with patients 9. Communicate on the recipient’s level of comprehension 10. Serve as liaison between physician and others 11. Recognize and respond to verbal and nonverbal communication Copyright © 2016 Wolters Kluwer • All Rights Reserved Communication is sending and receiving messages, verbally or otherwise. Until the message is received accurately, communication has not taken place. The ability to communicate effectively is a crucial skill for medical assistants. The medical assistant is usually the first person the patient meets in the medical office. Thus, your positive attitude, pleasant presentation, and use of good communication skills will set the tone for future interactions.
  • 9. message: words sent from one person to another; information sent through spoken, written, or body language Back to Learning Outcomes Introduction In your role, you must accurately and appropriately share information with physicians, other professional staff members, and patients. Copyright © 2016 Wolters Kluwer • All Rights Reserved Basic Communication Flow Communication requires three things Message Sender Receiver Two or more people act as sender and receiver as they seek feedback and clarification Back to Learning Outcomes feedback: in communication, the response to input from another clarification: explanation; removal of confusion or uncertainty Copyright © 2016 Wolters Kluwer • All Rights Reserved Basic Communication Flow (cont’d.) Good communication entails: Clarifying confusing messages Validating patient’s perceptions Adapting messages to patient’s understanding level Asking for feedback to ensure that the messages you sent were received by the patient or other persons as intended Back to Learning Outcomes
  • 10. Figure 3-1 Flow of communication. Copyright © 2016 Wolters Kluwer • All Rights Reserved Checkpoint Question What three elements must be present for communication to occur? Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Checkpoint Answer For communication to occur, these three elements must be present: A message to be sent A person to send the message A person to receive the message Back to Learning Outcomes
  • 11. Copyright © 2016 Wolters Kluwer • All Rights Reserved Forms of Communication Verbal Communication Verbal Uses words or language Most common form, so important to use clearly Types Oral Written Gear speech to patient’s educational level Example—heart attack vs. myocardial infarction Back to Learning Outcomes You need good verbal communication skills when performing such tasks as making appointments, providing patient education, making referrals, and sharing information with the physician. Copyright © 2016 Wolters Kluwer • All Rights Reserved Forms of Communication (cont’d.) Research indicates that primary message transmitted more by the way it is said than by the words that are used: Paralanguage Voice tone Quality Volume Pitch Range Back to Learning Outcomes paralanguage: factors connected with, but not essentially part of, language, e.g., tone of voice, volume, pitch Copyright © 2016 Wolters Kluwer • All Rights Reserved
  • 12. Forms of Communication (cont’d.) Nonlanguage Laughing Sobbing Signing Written Should be clear and concise Reinforces oral Back to Learning Outcomes The ability to write clearly, concisely, and accurately is important in the health care profession. nonlanguage: not expressed in spoken language, e.g., laughing, sobbing, grunting, sighing Copyright © 2016 Wolters Kluwer • All Rights Reserved Forms of Communication (cont’d.) Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Checkpoint Question List five examples of paralanguage. Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved
  • 13. Checkpoint Answer Examples of paralanguage are: Voice tone Quality Volume Pitch Range Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Forms of Communication (cont’d.) Nonverbal Communication Also called body language Kinesics Facial expressions Body and eye movement Gestures Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Forms of Communication (cont’d.) Proxemics Physical proximity Personal space — usually about 3 foot diameter Varies among individuals and cultures Medical care involves entering personal space Some patients tolerate it better than others Back to Learning Outcomes culture: the way of life, including commonly held beliefs, of a group of people
  • 14. Copyright © 2016 Wolters Kluwer • All Rights Reserved Forms of Communication (cont’d.) Touch Therapeutic — convey support and caring Some patients find it uncomfortable Seek cues from patient’s demeanor Back to Learning Outcomes therapeutic: having to do with treating or curing disease; curative Figure 3-2 Therapeutic touch conveys caring and concern. demeanor: the way a person looks, behaves, and conducts himself or herself Copyright © 2016 Wolters Kluwer • All Rights Reserved Forms of Communication (cont’d.) Defense Mechanisms Can imped communication The process in the brain that makes you forget or ignore painful or disturbing thoughts, situations, etc. Be unaware exhibiting
  • 15. Must be aware of various barriers and respond appropriately Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Active Listening Importance of active listening Ensures that listener understands patient message Ensures that patient understands information Components of active listening Give patient full attention Minimize interruptions Watch for nonverbal cues — especially where they conflict with verbal message Back to Learning Outcomes To listen actively, you must give your full attention to the patient with whom you are speaking. Copyright © 2016 Wolters Kluwer • All Rights Reserved Interview Techniques Main requirements for effective interview: Listen actively Ask appropriate questions — prepare ahead of time Record answers Conduct interview in private place — introduce yourself Be organized Back to Learning Outcomes To conduct either type of interview, you must use effective techniques: listen actively, ask the appropriate questions, and record the answers.
  • 16. Figure 3-3 Begin the interview by introducing yourself. Copyright © 2016 Wolters Kluwer • All Rights Reserved Interview Techniques (cont’d.) Do not answer phone calls or attend to other distractions Let patients know what will happen next and approximate time Six interviewing techniques: Reflecting Paraphrasing Clarification Asking open-ended questions Summarizing Allowing silences Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Interview Techniques (cont’d.) Reflecting Repeat what you heard patient say Leave sentence unfinished
  • 17. Do not overuse Paraphrasing or Restatement Repeat what you heard in your own words Allows patients to clarify and correct Asking for Examples or Clarification Clarifies and reinforces patient’s statements Back to Learning Outcomes reflecting: repeating what one heard using open-ended questions paraphrasing: restating what you heard using your own words Copyright © 2016 Wolters Kluwer • All Rights Reserved Interview Techniques (cont’d.) Asking Open-Ended Questions What, when, or how questions Patient can’t answer only yes or no Avoid why questions Avoid closed-end questions that allow only a “yes” or “no” answer Back to Learning Outcomes The best way to obtain specific information is to ask open- ended questions that require the patient to formulate an answer and elaborate on the response. Copyright © 2016 Wolters Kluwer • All Rights Reserved Interview Techniques (cont’d.) Summarizing Reiterate what has been discussed Allowing Silences Allows patient to add information or ask questions Allows patient to formulate thoughts Allows listener to organize thoughts and form questions
  • 18. Back to Learning Outcomes Briefly reviewing the information you have obtained, or summarizing, gives the patient another chance to clarify statements or correct misinformation. summarizing: briefly reviewing the information discussed to determine the patient’s comprehension Copyright © 2016 Wolters Kluwer • All Rights Reserved Checkpoint Question What are the six interviewing techniques? Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Checkpoint Answer When interviewing patients, you can use six different techniques: Reflecting Paraphrasing or restatement Asking for examples or clarification Asking open-ended questions Summarizing Allowing silences. Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved
  • 19. Factors Affecting Communication Many factors can influence communication effectiveness Use of cliché Message unclear or inappropriate to the situation Personal distractions (pain or anxiety) Environmental distractions (noise) Cultural differences Stereotyping or biases Language barriers Hearing or sight impairment Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Factors Affecting Communication (cont’d.) Cultural differences Perception is guided by cultural, social, religious beliefs Avoid preconceived ideas about people from different cultures Individuals vary within cultures Back to Learning Outcomes The way a person perceives situations and other people is greatly influenced by cultural, social, and religious beliefs or firmly held convictions. To help avoid miscommunication and offending patients, you must be sensitive to these differences in all of your patient interactions. Copyright © 2016 Wolters Kluwer • All Rights Reserved Factors Affecting Communication (cont’d.) Back to Learning Outcomes
  • 20. Copyright © 2016 Wolters Kluwer • All Rights Reserved Factors Affecting Communication (cont’d.) Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Factors Affecting Communication (cont’d.) Stereotyping and Biased Opinions Should not let personal values or bias affect communications Stereotyping and prejudice are deterrents to establishing therapeutic relationship Example—patient who lives in homeless shelter Back to Learning Outcomes bias: formation of an opinion without foundation or reason; prejudice stereotyping: to place in a fixed mold, without consideration of differences As a health care professional, you are expected to treat all patients impartially, to guard against discriminatory practices, remain nonjudgmental, avoid stereotypes, and have a professional demeanor. discrimination: making a difference in favor of or against someone Copyright © 2016 Wolters Kluwer • All Rights Reserved Factors Affecting Communication (cont’d.) Language Barriers Some patients don’t speak English well or at all — problem to convey and obtain accurate information Use of interpreters Staff or family member
  • 21. Lacking interpreter, written references contain common medical questions and answers If office serves speakers of particular language, obtain phrase book for that language Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Factors Affecting Communication (cont’d.) Try to use someone same sex as patient Guidelines: Do not shout Demonstrate or pantomime as needed Speak to patient, not interpreter Speak slowly; use simple sentences that require simple answers Avoid slang Avoid distractions; find a relaxed, quiet environment Learn basic phrases in appropriate language(s) Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Special Communication Challenges Sensory impairments Motor (speech) impairments Patients with limited understanding Very ill or sedated patients Very frightened or traumatized patients Young children Back to Learning Outcomes Patients must feel that they are part of the process even if their condition requires involvement by family members or other caregivers.
  • 22. Copyright © 2016 Wolters Kluwer • All Rights Reserved Special Communication Challenges (cont’d.) Hearing-Impaired Patients Impairments: Conductive — interference with sound conduction Sensorineural — lesions or problems with nerves or the cochlea Anacusis Sign language, interpreters or other tools Presbycusis Often in denial, hearing aids or other amplification devices Back to Learning Outcomes presbycusis: (also: presbyacusis) loss of hearing associated with aging anacusis: complete hearing loss Copyright © 2016 Wolters Kluwer • All Rights Reserved Special Communication Challenges (cont’d.) Methods for communicating with hearing-impaired patients (use tact, diplomacy, and patience): Touch patient gently to get his or her attention Talk face to face Ensure good lighting makes your face visible Lower vocal pitch; speak distinctly and with force but do not shout Use note pad and demonstrations Use pictograms Use short sentences, short words; enunciate clearly but do not exaggerate facial expressions Eliminate distractions Back to Learning Outcomes
  • 23. Copyright © 2016 Wolters Kluwer • All Rights Reserved Special Communication Challenges (cont’d.) Back to Learning Outcomes Figure 3-4 Pictogram for instructing a patient on medication routine. Copyright © 2016 Wolters Kluwer • All Rights Reserved Checkpoint Question How does the TDD system work? Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved
  • 24. Checkpoint Answer The caller types a message, and the patient reads the message and types a response. TDD: Telecommunication device for the deaf Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Special Communication Challenges (cont’d.) Sight-Impaired Patients Range from blurred vision to total blindness Different conditions can result in impairment Cataracts Glaucoma Macular degeneration Retinal detachment Hyperopia Myopia Nyctalgsia Retinopathy Strabismus Presbyopia Back to Learning Outcomes Patients who cannot see lose valuable information from nonverbal communication. Copyright © 2016 Wolters Kluwer • All Rights Reserved Special Communication Challenges (cont’d.) Methods for communicating with sight-impaired patients:
  • 25. Identify yourself by name at each visit Do not raise your voice Explain fully exactly what you’re about to do; alert patient when you will touch him or her Orient patient spatially by having him or her touch furniture or walls Offer to escort patient while he or she holds your arm Tell patient when you leave room; knock when entering room Explain sounds of equipment used and what each machine will do Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Special Communication Challenges (cont’d.) Speech Impairments Dysphasia Dysphonia Stuttering Methods for communicating with speech-impaired patients: Allow patient time to gather thoughts Allow ample time for patient to communicate Do not rush conversation Do not appear impatient Offer note pad for writing questions Discuss with physician the possibility of speech therapist Back to Learning Outcomes dysphasia: difficulty speaking dysphonia: impairment of voice; hoarseness Copyright © 2016 Wolters Kluwer • All Rights Reserved Checkpoint Question What is the difference between dysphasia and dysphonia?
  • 26. Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Checkpoint Answer Dysphasia is difficulty with speech, usually the result of nerve problem. Dysphonia is a voice impairment, usually caused by a physical condition. Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Special Communication Challenges (cont’d.) Mental Health Illnesses Create broad range of communication challenges: Uncontrollable outburst Mute conditions Hear voices See objects that do not exist Communicating with patients with moderate to severe disorders required indepth training Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Special Communication Challenges (cont’d.) Methods for communicating with patients with mild mental illnesses:
  • 27. Tell patient what to expect Keep conversations focused and professional Do not force or demand answers If you feel unsafe, speak to your supervisor or the physician Do not confirm hearing voices or seeing nonexistent objects Orient the patient to reality as appropriate Back to Learning Outcomes Your communication should be professional, nonjudgmental, and encouraging when appropriate. Copyright © 2016 Wolters Kluwer • All Rights Reserved Special Communication Challenges (cont’d.) Angry or Distressed Patients Contributing factors: Frustration Long wait times—keep patients informed of long wait times Illness Financial strain Billing or insurance problems Bad health news Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Special Communication Challenges (cont’d.) To improve communication: Be supportive Take to private area Stay calm Be open and honest Do not provide false reassurance Do not belittle problem or concern Ensure own safety if angry patient becomes aggressive or
  • 28. threatening Back to Learning Outcomes The key to communicating with upset patients is to prevent an escalation of the problem. Copyright © 2016 Wolters Kluwer • All Rights Reserved Special Communication Challenges (cont’d.) Developmental Need to understand stages of development Erik Erikson, developed theory of 8 stages of development Each stage has different accommodations to be made when interacting with patients Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Special Communication Challenges (cont’d.) Children To facilitate communication: Place child at your eye level or lower yourself to child’s eye level Keep voice gentle and low-pitched Make movements slow and visible Rephrase question until sure child understands Tell child when you will touch him or her Expect that a child will return to an earlier developmental phase when ill Use play and toys to phrase questions Allow child to express feelings Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved
  • 29. Special Communication Challenges (cont’d.) Adolescents: May wish to be seen without parent Do not show shock or disapproval — will stop communicating Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Special Communication Challenges (cont’d.) Back to Learning Outcomes Figure 3-5 The medical assistant communicates at the child’s eye level. Copyright © 2016 Wolters Kluwer • All Rights Reserved Checkpoint Question What is the stage of development in which trust versus mistrust is developed? Back to Learning Outcomes
  • 30. Copyright © 2016 Wolters Kluwer • All Rights Reserved Checkpoint Answer The developmental stage where trust versus mistrust is developed is the infant stage, ages 0 to 1 years. Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Communicating with a Grieving Patient or Family Member Loss of loved one Death Loss of relationship Loss of body part Loss of health Dr. Elisabeth Kübler-Ross’ five distinct stages of grief in On Death and Dying— mourning can occur over months or years: Denial: Patient does not believe diagnosis Anger: Toward doctor or facility Bargaining: Attempt to trade diagnosis Depression: Quiet, withdrawn, uncaring Acceptance: Acknowledgment of situation Back to Learning Outcomes grief: great sadness caused by loss mourning: to demonstrate signs of grief: grieving Copyright © 2016 Wolters Kluwer • All Rights Reserved Communicating with a Grieving Patient or Family Member
  • 31. (cont’d.) Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Communicating with a Grieving Patient or Family Member (cont’d.) Grief when a patient dies: Normal to feel sad Focus on empathy, not sympathy Empathy = feeling with Sympathy = feeling for Back to Learning Outcomes Empathy can help you recognize a patient’s fear and discomfort so you can do everything possible to provide support and reassurance. Copyright © 2016 Wolters Kluwer • All Rights Reserved Checkpoint Question What are the five stages of grieving? Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Checkpoint Answer
  • 32. The five stages of grieving are: Denial Anger Bargaining Depression Acceptance Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Establishing Positive Patient Relationships Proper Form of Address Use proper form of address to show respect and set a professional tone Use last name unless otherwise instructed by patient Calling patients by pet names, such as sweetie, granny, gramps, or honey, can offend the person Avoid referring to patient by his or her medical condition Back to Learning Outcomes Pet names denigrate the individual’s dignity and put the interaction on a personal, not professional, level. Copyright © 2016 Wolters Kluwer • All Rights Reserved Establishing Positive Patient Relationships Professional Distance Avoid revealing intimate information about yourself Choose general topics and keep the conversation light Back to Learning Outcomes You should not become too personally involved with patients because doing so may jeopardize your ability to be objective.
  • 33. Copyright © 2016 Wolters Kluwer • All Rights Reserved Establishing Positive Patient Relationships (cont’d.) Teaching Patients Be knowledgeable about current medical issues, discoveries, and trends. Be aware of special services available in your area. Have pertinent handouts or information sheets available. Allow enough teaching time so that you are not interrupted or rushed. Find a quiet room away from the main office flow if at all possible. Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Establishing Positive Patient Relationships (cont’d.) Give information in a clear, concise, sequential manner; provide written instructions as a follow-up. Allow the patient time to process this new information. Encourage the patient to ask questions. Ask open-ended questions in a way that will allow you to know whether the patient understands the material. Invite the patient to call the office with additional questions that may arise. Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Professional Communication Assertiveness in Professional Communication An assertive person: Sets clear boundaries for himself or herself and others Knows how to set limits
  • 34. Clearly and politely communicates his or her wants and needs Can say “no” without offending another person Understands the appropriate time for assertiveness versus passive compliance Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Professional Communication (cont’d.) Refuses to be inappropriately dominated or “handled” Considers the feelings and roles of others Voices differences of opinion without being rude or overbearing Stands up for what he or she believes when appropriate Holds himself or herself with confidence and maintains eye contact Looks for compromise, not conflict Speaks firmly but pleasantly Respects others Understands when he or she is about to “step over a line” and pulls back Is honest and fair Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Professional Communication (cont’d.) An aggressive person, conversely, is: Hostile Threatening Demanding Loud Annoying Sarcastic Angry
  • 35. Mean Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Professional Communication (cont’d.) Communicating with Peers Must remain professional Minimize discussion of non-work-related topics Minimize loud talking, laughter, whispering Remain honest Become active in local professional organization Back to Learning Outcomes Involvement in local community organizations and support groups is also beneficial to promoting you and your profession. Copyright © 2016 Wolters Kluwer • All Rights Reserved Professional Communication (cont’d.) Communicating with Physicians Address with professional title Use correct medical terminology Do not use slang Display confidence Communicate clearly Be honest if you do not know something Back to Learning Outcomes Copyright © 2016 Wolters Kluwer • All Rights Reserved Professional Communication (cont’d.) Communicating with Other Facilities Maintain patient confidentiality
  • 36. Observe legal requirements for dispensing patient data Use caution with fax machines, e-mail, and other electronic devices Provide only facts Always be nonjudgmental Confirm receipt of message Back to Learning Outcomes // Bipolar TherapyBipolar Therapy Client of Korean Descent/Ancestry Decision Point One Begin Lithium 300 mg orally BID RESULTS OF DECISION POINT ONE Client returns to clinic
  • 37. in four weeks Client informs the PMHNP that she has been taking her drug “off and on” only when she “feels like she needs it” Today’s presentation is similar to the first day you met her Decision Point Two Select what the PMHNP should do next:Increase Lithium to 450 mg orally BID RESULTS OF DECISION POINT TWO Client returns to clinic in four weeks Client returns reports that she is still taking the medication when she feels that she needs it She remains quite manic and reports that her family is getting really upset because she likes to play her new guitar at night Decision Point Three Select what the PMHNP should do next:Assess for rationale for non-compliance and educate
  • 38. client Guidance to Student The PMHNP should further assess for dangerousness to self or others. The client should be assessed for self-care, to including hygiene, eating, sleeping, etc. Hospitalization may be indicated if the client remains non- compliant and is a danger to self. If the client is not a danger to self, and hospitalization is not indicated, the PMHNP needs to assess for rationale for non-compliance. Many clients enjoy mania as it is a nice feeling to be consistently happy. When clients are successfully treated for mania, they often describe themselves as feeling ‘down’ or ‘flat.’ The PMHNP needs to assess for depression at this point as opposed to normalization of mood. Abilify is also FDA approved as monotherapy for mania and mixed presentations, but at a dose of 15 mg. day., so although you may be tempted to begin Abilify- be certain to use correct dose. Also, because it can be “activating” you need to dose this drug in the morning. However, the client is non- compliant and therefore, eliciting reasons for non-compliance is essential to the care of this client. Start OverConsider hospitalization Guidance to Student The PMHNP should further assess for
  • 39. dangerousness to self or others. The client should be assessed for self-care, to including hygiene, eating, sleeping, etc. Hospitalization may be indicated if the client remains non- compliant and is a danger to self. If the client is not a danger to self, and hospitalization is not indicated, the PMHNP needs to assess for rationale for non-compliance. Many clients enjoy mania as it is a nice feeling to be consistently happy. When clients are successfully treated for mania, they often describe themselves as feeling ‘down’ or ‘flat.’ The PMHNP needs to assess for depression at this point as opposed to normalization of mood. Abilify is also FDA approved as monotherapy for mania and mixed presentations, but at a dose of 15 mg. day., so although you may be tempted to begin Abilify- be certain to use correct dose. Also, because it can be “activating” you need to dose this drug in the morning. However, the client is non- compliant and therefore, eliciting reasons for non-compliance is essential to the care of this client. Start OverChange to abilify 10 mg orally at HS Guidance to Student The PMHNP should further assess for dangerousness to self or others. The client should be assessed for self-care, to including hygiene, eating, sleeping, etc. Hospitalization may be indicated if the client remains non- compliant and is a danger to self. If the client is not a danger to self, and hospitalization is not indicated, the PMHNP needs to assess for rationale for non-compliance. Many clients enjoy mania as it is a nice feeling to be consistently happy. When clients are successfully treated for mania, they often describe themselves as feeling ‘down’ or ‘flat.’ The PMHNP needs to
  • 40. assess for depression at this point as opposed to normalization of mood. Abilify is also FDA approved as monotherapy for mania and mixed presentations, but at a dose of 15 mg. day., so although you may be tempted to begin Abilify- be certain to use correct dose. Also, because it can be “activating” you need to dose this drug in the morning. However, the client is non- compliant and therefore, eliciting reasons for non-compliance is essential to the care of this client. Start OverAssess rationale for non-compliance to elicit reason for non-compliance and educate client re: drug effects, and pharmacology RESULTS OF DECISION POINT TWO Client returns to clinic in four weeks Client states that the drug makes her nauseated and gives her diarrhea Client states that she stops taking it until these symptoms abate, at which point she re-starts only to experience the symptoms again Decision Point Three Select what the PMHNP should do next:Change to Depakote ER 500 mg at HS
  • 41. Guidance to Student In this case, the client is having nausea and diarrhea, classic side effects of lithium therapy. Changing the client to an extended release formulation can often prevent these symptoms while at the same time affording the client the benefit of lithium’s mood stabilizing properties. Also, lithium is a good choice for control of mania and has also been shown to decrease risk of suicide, which adds to its overall benefits. Depakote may be an option if changing to sustained release lithium does not alleviate the side effects. Oxcarbazpine (Trileptal) is an option, but is a second line therapy and is not appropriate at this stage as the client has not had an adequate trial of first line agents. Start OverChange Lithium to sustained release preparation at same dose and frequency Guidance to Student In this case, the client is having nausea and diarrhea, classic side effects of lithium therapy. Changing the client to an extended release formulation can often prevent these symptoms while at the same time affording the client the benefit of lithium’s mood stabilizing properties. Also, lithium is a good choice for control of mania and has also been shown to decrease risk of suicide, which adds to its overall benefits. Depakote may be an option if changing to sustained release lithium does not alleviate the side effects. Oxcarbazpine (Trileptal) is an option, but is a second line therapy and is not appropriate at this stage as the client has not had an adequate
  • 42. trial of first line agents. Start OverChange to trileptal 300 mg orally BID Guidance to Student In this case, the client is having nausea and diarrhea, classic side effects of lithium therapy. Changing the client to an extended release formulation can often prevent these symptoms while at the same time affording the client the benefit of lithium’s mood stabilizing properties. Also, lithium is a good choice for control of mania and has also been shown to decrease risk of suicide, which adds to its overall benefits. Depakote may be an option if changing to sustained release lithium does not alleviate the side effects. Oxcarbazpine (Trileptal) is an option, but is a second line therapy and is not appropriate at this stage as the client has not had an adequate trial of first line agents. Start OverSwitch to Depakote ER 500 mg orally at HS RESULTS OF DECISION POINT TWO Client returns to clinic in four weeks Client reports that she has been compliant and you notice a marked reduction in manic symptoms. Young Mania Rating Scale was 11 (50% reduction from first office visit) Client reports that she has gained 6 pounds over the last 4
  • 43. weeks and wants to stop the medication because of this Decision Point Three Select what the PMHNP should do next:Educate client regarding diet/weight loss and continue client on the same drug/dose Guidance to Student The PMHNP should begin by educating the client regarding weight loss/and importance of diet/exercise while taking Depakote which can cause weight gain. Decreasing the dose of Depakote would not be appropriate as she still has symptoms and decreasing dose of Depakote may result in some weight loss, it may result in a return of manic symptoms. The PMHNP can switch to Zyprexa but if weight gain is the issue, then this will be compounded by Zyprexa which is associated with significant weight gain (up to 20 kg over a 24 month period). Start OverDecrease Depakote ER to 250 mg orally at HS Guidance to Student
  • 44. The PMHNP should begin by educating the client regarding weight loss/and importance of diet/exercise while taking Depakote which can cause weight gain. Decreasing the dose of Depakote would not be appropriate as she still has symptoms and decreasing dose of Depakote may result in some weight loss, it may result in a return of manic symptoms. The PMHNP can switch to Zyprexa but if weight gain is the issue, then this will be compounded by Zyprexa which is associated with significant weight gain (up to 20 kg over a 24 month period). Start OverSwitch medication to Zyprexa 15 mg orally daily at HS Guidance to Student The PMHNP should begin by educating the client regarding weight loss/and importance of diet/exercise while taking Depakote which can cause weight gain. Decreasing the dose of Depakote would not be appropriate as she still has symptoms and decreasing dose of Depakote may result in some weight loss, it may result in a return of manic symptoms. The PMHNP can switch to Zyprexa but if weight gain is the issue, then this will be compounded by Zyprexa which is associated with significant weight gain (up to 20 kg over a 24 month period). Start Over