HCA - Exam Study Guide
Empathy
the human connection to patient care
Definition of Empathy: the ability to understand and share the feelings of another.
-Why is this important?
improving communication
if we can improve communication between providers, providers & patients, public leaders and
the public would lessen the severity of diseases as well as many other health problems
Morbidity
is a measure of sickness or disease within a geographic are
Mortality
is a measure of deaths within a population or geographic area. Mortality is being susceptible to
death while morbidity is having diseases to cause death later on.
Challenges to the Healthcare System
Aging Population- People living longer and with health problems. Chronic conditions and cost of
care. Communications with the elderly (and children)
Cultural Diversity-People from different cultures have different perceptions of health and life
styles/habits. Culture associated with health disparities, access to healthcare services and
health literacy. Health status is determined by a multitude of factors.
Changes in Health Insurance & Managed Care-
Health insurance and health services are constantly rising in cost. High provider turnover
The cost and quality debate
Impact of New Technologies on Healthcare-
Advances in technology have affected how we communicate within the healthcare system
Not everyone has access to technology or the skills to use it. How well we communicate
words/data will impact our health status and life expectancy.
Education=Income=Health Status
Education & Income-
Provides opportunities for enhanced income which increases likelihood of improved health
status
Ability to think critically & make good choices has potential to have as large an impact as
,education
Health Status-
Is the measurement of the health for a given population using a variety of indices, including
morbidity, mortality and available health resources
Is determined to a very large extent by education and income
Provider-Patient Communication
Communication problems are rarely one sided
Communication between providers and patients can:
Lead to successful outcomes and improved quality of life
Or...
Create major problems
Many patients feel their physician doesn't listen to many of their concerns.
Assessing Patient Cues
Physicians rely on both verbal and non-verbal cues
Social Cues such as race, gender, age and ethnicity
Physical Cues such as obesity influence physician information provided and treatment options
Attitude Cues such as good (complaint) patient or complainer/arguer/questioner
Provider Perspective
Training; multiple years of highly specialized training.
Where do people learn about the healthcare system?
Mass media
Family & Friends
Previous experiences
Paternalistic view
The role of patient is to obey and cooperative-provider is dominant
Implies the existence of trust
Assumes that the principles of good medical. care override individual treatment preferences.
Consumeristic View
The patient takes a more active role when communicating with the provider.
Replaces trust with accountability.
Presumes that the patient's health care values dominate.
Patient Uncertainty
, Patients feel uncertain for a variety of reasons:
Less of a knowledge level of medicine than physicians
Contradictory information about disease from media, family and friends
Lack of technical language
Stress of gathering information when coping with an illness or condition
Sex, ethnicity, race and economic status play a huge role
Unknown and understanding
Convergence
Emphasizing similarities between ourselves and another person
Divergence
Emphasizing the differences between ourselves and another individual based upon perceived
social group differences.
Communication & Medical Malpractice Lawsuits
Most people don't think of communication playing a role in medical malpractice suits
Rise and cost of medical malpractice litigation is a serious problem facing the U.S. healthcare
system
Cost associated with medical malpractice are passed on to consumers in premiums
Malpractice insurance is extremely expensive for physicians
Provider-patient communication problems may increase the risk of medical malpractice
litigation
Patients who believe they haven't been treated well by providers raises the risk of a lawsuit
being initiated
Malpractice suits can be reduced by up to 30% when the physician of administration apologizes
Most patients who are prone to making malpractice claims report communication problems
such as:
Feelings being ignored by the physician
Inadequate explanation of their diagnosis or treatment
Questions not being addressed adequately
Lack of full informed consent
Feeling hurried or rushed by the physician
What does it mean to be a caregiver?
a family member or paid helper who regularly looks after a child or a sick, elderly, or disabled
person
Providing physical assistance and emotional support to the patient (can be very discouraging if
Empathy
the human connection to patient care
Definition of Empathy: the ability to understand and share the feelings of another.
-Why is this important?
improving communication
if we can improve communication between providers, providers & patients, public leaders and
the public would lessen the severity of diseases as well as many other health problems
Morbidity
is a measure of sickness or disease within a geographic are
Mortality
is a measure of deaths within a population or geographic area. Mortality is being susceptible to
death while morbidity is having diseases to cause death later on.
Challenges to the Healthcare System
Aging Population- People living longer and with health problems. Chronic conditions and cost of
care. Communications with the elderly (and children)
Cultural Diversity-People from different cultures have different perceptions of health and life
styles/habits. Culture associated with health disparities, access to healthcare services and
health literacy. Health status is determined by a multitude of factors.
Changes in Health Insurance & Managed Care-
Health insurance and health services are constantly rising in cost. High provider turnover
The cost and quality debate
Impact of New Technologies on Healthcare-
Advances in technology have affected how we communicate within the healthcare system
Not everyone has access to technology or the skills to use it. How well we communicate
words/data will impact our health status and life expectancy.
Education=Income=Health Status
Education & Income-
Provides opportunities for enhanced income which increases likelihood of improved health
status
Ability to think critically & make good choices has potential to have as large an impact as
,education
Health Status-
Is the measurement of the health for a given population using a variety of indices, including
morbidity, mortality and available health resources
Is determined to a very large extent by education and income
Provider-Patient Communication
Communication problems are rarely one sided
Communication between providers and patients can:
Lead to successful outcomes and improved quality of life
Or...
Create major problems
Many patients feel their physician doesn't listen to many of their concerns.
Assessing Patient Cues
Physicians rely on both verbal and non-verbal cues
Social Cues such as race, gender, age and ethnicity
Physical Cues such as obesity influence physician information provided and treatment options
Attitude Cues such as good (complaint) patient or complainer/arguer/questioner
Provider Perspective
Training; multiple years of highly specialized training.
Where do people learn about the healthcare system?
Mass media
Family & Friends
Previous experiences
Paternalistic view
The role of patient is to obey and cooperative-provider is dominant
Implies the existence of trust
Assumes that the principles of good medical. care override individual treatment preferences.
Consumeristic View
The patient takes a more active role when communicating with the provider.
Replaces trust with accountability.
Presumes that the patient's health care values dominate.
Patient Uncertainty
, Patients feel uncertain for a variety of reasons:
Less of a knowledge level of medicine than physicians
Contradictory information about disease from media, family and friends
Lack of technical language
Stress of gathering information when coping with an illness or condition
Sex, ethnicity, race and economic status play a huge role
Unknown and understanding
Convergence
Emphasizing similarities between ourselves and another person
Divergence
Emphasizing the differences between ourselves and another individual based upon perceived
social group differences.
Communication & Medical Malpractice Lawsuits
Most people don't think of communication playing a role in medical malpractice suits
Rise and cost of medical malpractice litigation is a serious problem facing the U.S. healthcare
system
Cost associated with medical malpractice are passed on to consumers in premiums
Malpractice insurance is extremely expensive for physicians
Provider-patient communication problems may increase the risk of medical malpractice
litigation
Patients who believe they haven't been treated well by providers raises the risk of a lawsuit
being initiated
Malpractice suits can be reduced by up to 30% when the physician of administration apologizes
Most patients who are prone to making malpractice claims report communication problems
such as:
Feelings being ignored by the physician
Inadequate explanation of their diagnosis or treatment
Questions not being addressed adequately
Lack of full informed consent
Feeling hurried or rushed by the physician
What does it mean to be a caregiver?
a family member or paid helper who regularly looks after a child or a sick, elderly, or disabled
person
Providing physical assistance and emotional support to the patient (can be very discouraging if
