BNA Chapter 2: The Customer – Nursing Assistant Course Patient-Centered Care &
Communication Study Guide
abuse - ✔✔Willful infliction of injury, intimidation or punishment
advocate - ✔✔Pleading on behalf of another
attitude - ✔✔state of mind
authorized representative - ✔✔person designated by the resident or legal system to manage
the resident's personal affairs
customer - ✔✔someone who uses another's products or services
grievance - ✔✔a formal statement or complaint
misappropriation - ✔✔deliberate misplacement or wrongful use of a person's belongings
without consent
neglect - ✔✔not providing goods or services needed by the person to prevent harm, illness,
pain or distress
ombusman - ✔✔a formal advocate for residents
residents rights - ✔✔rights guaranteed by law to all residents
self determination - ✔✔the ability to make choices about one's own life
Communication Study Guide
abuse - ✔✔Willful infliction of injury, intimidation or punishment
advocate - ✔✔Pleading on behalf of another
attitude - ✔✔state of mind
authorized representative - ✔✔person designated by the resident or legal system to manage
the resident's personal affairs
customer - ✔✔someone who uses another's products or services
grievance - ✔✔a formal statement or complaint
misappropriation - ✔✔deliberate misplacement or wrongful use of a person's belongings
without consent
neglect - ✔✔not providing goods or services needed by the person to prevent harm, illness,
pain or distress
ombusman - ✔✔a formal advocate for residents
residents rights - ✔✔rights guaranteed by law to all residents
self determination - ✔✔the ability to make choices about one's own life
