Effective Communication - Answers body language, eye contact, repeat back, positive outcome,
both people understand what is being said
Close-Ended Questions - Answers good for immediate answers, usually requires a 1-2 word
response, no need for pt to elaborate
Ex: What is your name?
Open-Ended Questions - Answers allows pt to ellaborate, give more info, helps when we want or
need more info, does not require a specific question, cannot be answered with a "yes" or "no"
Ex: How do you feel about your surgery?
Therapeutic Communication - Answers face-to-face, touch (not always appropriate), silence
(when its better not to say anything)
Restating - Answers repeating back what the nurse believes to be the pts main point
Paraphrasing - Answers nurse is putting what the pt is saying into their own words
Clarifying - Answers seek to understand the pts message by asking for more info
Focusing - Answers bringing the pts attention back to the topic
Reflecting - Answers assists pt to reflect their own feelings rather than seeking answers from
others
Ex: pt asks "what should I do?" nurse is not allowed to tell them
Stating Observations - Answers observe and communicate your observations back to the pt
Ex: you are saying you are not in pain, but you wince when you move
Offering Info - Answers offer to educate pt on diabetes, discharge planning, new diagnosis, etc.
Summarizing - Answers review the main ideas of your discussion
Communication Blocks - Answers false reassurance, giving advice, assumptions,
approval/disapproval, automatic responses, defensiveness, arguing, asking for explanations,
changing the subject
False Reassurance - Answers promising pt or family that everything will be fine
Giving Advice/Personal Opinions - Answers "If I were you, I would"
False Assumptions/Jumping to Conclusions - Answers "Your family is not very supportive.."
, Approval/Disapproval - Answers imposing your own beliefs -leave your biases at the door
'
Automatic Responses - Answers "Well I do not make the rules"
Defensiveness - Answers responding negatively to criticism
"you must not have heard me right"
Arguing - Answers "how can you say your pain is 10/10, but you were just laughing?"
Asking for Explanations - Answers "why?" sound accusing
Changing the subject - Answers "we will worry about that later"
What is an adverse effect of opiate agents? - Answers orthostatic hypotension
What helps with constipation? - Answers fiber, fluid, movement
How often do you need a tetanus shot? - Answers every 10 years
What kind of diet should a pt with CHF be on? - Answers (fluid build-up around heart) low
sodium, assess for edema
What are some important safety questions to ask your pt before they return home? - Answers
Are there steps in your home? Do you have throw rugs? What kind of footwear will you be
wearing?
What are the top 3 causes of death? - Answers heart disease, cancer, MED ERRORS
Safety - Answers the prevention of healthcare errors and elimination/mitigation of pt injury
caused by healthcare errors
To prevent medication errors: - Answers -use 2 pt identifiers
-check med label 3x before administering
-6 rights to medication administration
-provide safe environment for pt
-check on pt once an hour
-potty, pain, positioning, pt needs
Scope of Safety - Answers -keeping pts safe
-near miss event