Question 1

Describe at least four communication techniques described in the book for dealing with difficult patients.

Accepted Answer

Answer should include at least four of the following:
• Treat complaints as opportunities.
• Empower team members to handle problems before they grow.
• Invest in patient relationships. 
• Show empathy.
• Display curiosity.
• Try a little humor.

Question 2

You have been inspired by your professors' compassion when it comes to sharing bad news with patients and their families. In addition to what you learn in the classroom, you have picked up many of their techniques. This is a good example of the:

Accepted Answer

A)   Oppositional exemplification approach
B)   Psychometric effect
C)   Hidden curriculum
D)   Prototypical delivery method C

Question 3

In the Willie King story described in your book, a Tampa surgeon amputated the wrong leg because:

Accepted Answer

A)   The doctor refused to believe what the nurses were telling him.
B)   The patient was confused and indicated the wrong leg to the health care team.
C)   The leg was listed incorrectly on the surgery schedule and draped for surgery before the doctor entered the operating room.
D)   The doctor read the chart wrong. C

Question 4

Which of the following reduces costly oversights and duplications, helps people see the larger picture, and stimulates communication?

Accepted Answer

A)   Interprofessional teamwork
B)   Rational-legal authority
C)   Vertical hierarchies
D)   Bureaucracies

Question 5

Which of the following is NOT usually a benefit of mindful health communication techniques used by health care providers?

Accepted Answer

A)   Providers are better able to manage stress.
B)   Patients report increased satisfaction with their care.
C)   Patient care encounters are longer.
D)   Providers feel more empowered and engaged.

Question 6

When the staff of Virginia Mason Cancer Center eliminated waiting rooms, patients ended up standing around in the halls.

Accepted Answer

A) True 
 B)False

Question 7

Several of your coworkers are disappointed when they are appointed to interprofessional teams because they believe it will take too much time. However, you are able to point out that interprofessional teamwork presents one or more of the following advantages:

Accepted Answer

A)   It helps reduces costly oversights and duplications
B)   It reinforced professional stereotypes.
C)   It stimulates specialization

Question 8

List at least three tips from the book for bonding with patients when time is limited. Which of these do you consider most important? Why?

Accepted Answer

The answer of List at least three tips from the...

Question 9

According to the book, all of the following are components of burnout EXCEPT:

Accepted Answer

A)   Sensory deprivation
B)   Emotional exhaustion
C)   Depersonalization
D)   Reduced sense of accomplishment

Question 10

The class is given information about a hypothetical patient and asked to create a list of questions they might ask that person to learn more about their condition. When students analyze scenarios rather than simply memorizing information, it is called rote learning.

Accepted Answer

A) True 
 B)False

Question 11

A good way to avoid lawsuits is to refuse to give patients and their families many details when things go wrong.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following most accurately describes burnout?

Accepted Answer

A)   Another word for professional burnout is stress.
B)   Burnout occurs at the same levels, even among people who feel they are very appreciated for the work they do.
C)   Burnout can lead to physical changes in the body.

Question 13

In the second stage of coping with a serious medical mistake, health professionals often blame systemic flaws for the error.

Accepted Answer

A) True 
 B)False

Question 14

Physicians are typically not satisfied with interviews that focus on strictly biological indicators.

Accepted Answer

A) True 
 B)False

Question 15

Based on what you learned in the book, describe at least five strategies would you recommend to care providers to avoid mistakes, misunderstandings, disappointments, and lawsuits as much as possible?

Accepted Answer

The answer of Based on what you learned in the...

Question 16

When time is limited, experts recommend that care providers interrupt patients to get to the real point of their visit more quickly.

Accepted Answer

A) True 
 B)False

Question 17

"I am more sympathetic toward my colleagues when things don't go well because I know that even good doctors make mistakes." This sentiment might occur when a doctor is in which stage of managing a serious medical mistake?

Accepted Answer

A)   Stepping in
B)   Integration
C)   Forgiving
D)   Wisdom

Question 18

In the "Blowing the Whistle on an Impaired Physician" case study, the clinic manager reports the physician to authorities after:

Accepted Answer

A)   The doctor shows up drunk to perform surgery.
B)   The local pharmacy reports suspicious prescriptions for narcotics.
C)   The doctor physically threatens a patient.
D)   The physician refuses to admit that the effects of a recent stroke have made him incapable of performing surgery.

Question 19

A never event is most accurately defined as:

Accepted Answer

A)   A medical mistake that no one ever learns about.
B)   A clear, preventable error with serious consequences.
C)   A procedure that has never been done before.

Question 20

If insurance companies refuse to pay for conditions related to medical mistakes, some people worry that doctors may become more adventuresome about using untested therapies.

Accepted Answer

A) True 
 B)False

Exam 5: Care Provider Perspectives

Describe at least four communication techniques described in the book for dealing with difficult patients.

You have been inspired by your professors' compassion when it comes to sharing bad news with patients and their families. In addition to what you learn in the classroom, you have picked up many of their techniques. This is a good example of the:

In the Willie King story described in your book, a Tampa surgeon amputated the wrong leg because:

Which of the following reduces costly oversights and duplications, helps people see the larger picture, and stimulates communication?

Which of the following is NOT usually a benefit of mindful health communication techniques used by health care providers?

When the staff of Virginia Mason Cancer Center eliminated waiting rooms, patients ended up standing around in the halls.

Several of your coworkers are disappointed when they are appointed to interprofessional teams because they believe it will take too much time. However, you are able to point out that interprofessional teamwork presents one or more of the following advantages:

List at least three tips from the book for bonding with patients when time is limited. Which of these do you consider most important? Why?

According to the book, all of the following are components of burnout EXCEPT:

The class is given information about a hypothetical patient and asked to create a list of questions they might ask that person to learn more about their condition. When students analyze scenarios rather than simply memorizing information, it is called rote learning.

A good way to avoid lawsuits is to refuse to give patients and their families many details when things go wrong.

Which of the following most accurately describes burnout?

In the second stage of coping with a serious medical mistake, health professionals often blame systemic flaws for the error.

Physicians are typically not satisfied with interviews that focus on strictly biological indicators.

Based on what you learned in the book, describe at least five strategies would you recommend to care providers to avoid mistakes, misunderstandings, disappointments, and lawsuits as much as possible?

When time is limited, experts recommend that care providers interrupt patients to get to the real point of their visit more quickly.

"I am more sympathetic toward my colleagues when things don't go well because I know that even good doctors make mistakes." This sentiment might occur when a doctor is in which stage of managing a serious medical mistake?

In the "Blowing the Whistle on an Impaired Physician" case study, the clinic manager reports the physician to authorities after:

A never event is most accurately defined as:

If insurance companies refuse to pay for conditions related to medical mistakes, some people worry that doctors may become more adventuresome about using untested therapies.