NHA- MA General Patient Care
What is the first step in ensuring safety ? - ANS proper patient identification
What is the most common way to identify patient? - ANS patients state their full name and DOB
Why do you need to avoid stating the patients name and asking them to confirm it? - ANS a patient
could respond to the wrong name, especially in a time of crisis, stress, or illness
What do you do at the end of each day: - ANS disinfect the work area and stock the exam rooms
Upon arriving to work what do you need to do: - ANS recheck the rooms for cleanliness and adequate of
supplies
What does preparing the room in advance and anticipate items that might be needed do? - ANS
enhance patient confidence and assists in operational efficiency
How does the daily schedule help medical providers: - ANS identifies patients name and reason for the
visit
What should be cleaned at the beginning and end of each day, between patients to reduce the risk of
transmitting infectious agents: - ANS surfaces, including counters and exam tables
What is the most common solution used to disinfect: - ANS sodium hypochlorite sodium or a
commercial chemical surface disinfectant
What is sodium hypochlorite: - ANS 1;10 diction of household bleach to water
,What are items that need to be stocked in each of the examination rooms? - ANS PPE, sharps and
biohazard waste containers, exam gowns, and table paper
What is Personal Protective Equipment (PPE): - ANS barrier equipment used to prevent exposure to
blood and other bodily fluids (gloves, goggles, mask)
What are safety concerns: - ANS avoid cluttered hallways spills, items on floor, furniture w/ sharp
corners, restricted doorways, and dimly lit areas
What are ways to assist in accident prevention: - ANS floor sings, cleaning spills ASAP, strategically
arranging furniture, and avoider loitering in hallways
Who is responsible for helping maintain safety in the office: - ANS medical assistant
What does an affective MA use during the intake process: - ANS therapeutic communication
Active listening: - ANS using techniques that allow the receiver to fully understand the message being
communicated
Open-ended questions: - ANS questions that lead to further explanation
Restatement: - ANS Repeating or paraphrasing information relayed by the sender to confirm accuracy
Reflection: - ANS when the receiver focuses on the main idea of the message but incorporates feelings
the sender might be exhibiting or possible feeling
clarification - ANS summarizing the information relayed be the sender to clear up any confusion
,nonverbal communication - ANS gestures and actions that leave interpretation up to the receiver
Regardless of a patients age or condition, what should you always be alert of: - ANS potential hazards
and take measure to maximize patient safety
What does therapeutic communication begin with: - ANS active listening
What facilities effective therapeutic interactions: - ANS posture and gestures, and use of good nonverbal
communication
What can appear as though the MA is disengaged - ANS entering patient information into a computer
without looking away from the screen
What are ways to show rapport and empathy: - ANS privacy, showing interest, respecting the diversity
and individuality of each patient
Empathy - ANS the ability to understand and share the feelings of another
What does sympathy lead to: - ANS poor therapeutic communication and health professional burn-out
sympathy - ANS feeling compassion, sorrow, or pit for they hardships that another person encounters
intake process: - ANS "rooming" patients
what is the intake process: - ANS process of fathering initial information
, What should all patients have when information if collected: - ANS chief complain and medication
review
Chief complaint: - ANS reason for the office visit
Subjective information: - ANS Information that is personal or what someone is feeling
What helps the MA compare medications being taken, and ensures patients are following correct
instructions: - ANS routinely ask patients to Brin gall medications or a current list to the office for
appointments
What is a formal process necessary at every office visit: - ANS medication reconciliation
What can comparing the list of medications to the medical record reduce: - ANS improper prescription,
medication interactions, and adverse reactions
Allergy: - ANS adverse reaction caused by an antigen-antibody response
Anaphylaxis: - ANS life threatening allergic reaction that leads to circulatory collapse, shock, and death if
left untreated
objective information: - ANS Information collected that is observed by someone other than the patient
audiometry - ANS test to determine level of hearing
visual acuity testing: - ANS Use of tools such as a Snellen chart to screen for visual impairments
What is the first step in ensuring safety ? - ANS proper patient identification
What is the most common way to identify patient? - ANS patients state their full name and DOB
Why do you need to avoid stating the patients name and asking them to confirm it? - ANS a patient
could respond to the wrong name, especially in a time of crisis, stress, or illness
What do you do at the end of each day: - ANS disinfect the work area and stock the exam rooms
Upon arriving to work what do you need to do: - ANS recheck the rooms for cleanliness and adequate of
supplies
What does preparing the room in advance and anticipate items that might be needed do? - ANS
enhance patient confidence and assists in operational efficiency
How does the daily schedule help medical providers: - ANS identifies patients name and reason for the
visit
What should be cleaned at the beginning and end of each day, between patients to reduce the risk of
transmitting infectious agents: - ANS surfaces, including counters and exam tables
What is the most common solution used to disinfect: - ANS sodium hypochlorite sodium or a
commercial chemical surface disinfectant
What is sodium hypochlorite: - ANS 1;10 diction of household bleach to water
,What are items that need to be stocked in each of the examination rooms? - ANS PPE, sharps and
biohazard waste containers, exam gowns, and table paper
What is Personal Protective Equipment (PPE): - ANS barrier equipment used to prevent exposure to
blood and other bodily fluids (gloves, goggles, mask)
What are safety concerns: - ANS avoid cluttered hallways spills, items on floor, furniture w/ sharp
corners, restricted doorways, and dimly lit areas
What are ways to assist in accident prevention: - ANS floor sings, cleaning spills ASAP, strategically
arranging furniture, and avoider loitering in hallways
Who is responsible for helping maintain safety in the office: - ANS medical assistant
What does an affective MA use during the intake process: - ANS therapeutic communication
Active listening: - ANS using techniques that allow the receiver to fully understand the message being
communicated
Open-ended questions: - ANS questions that lead to further explanation
Restatement: - ANS Repeating or paraphrasing information relayed by the sender to confirm accuracy
Reflection: - ANS when the receiver focuses on the main idea of the message but incorporates feelings
the sender might be exhibiting or possible feeling
clarification - ANS summarizing the information relayed be the sender to clear up any confusion
,nonverbal communication - ANS gestures and actions that leave interpretation up to the receiver
Regardless of a patients age or condition, what should you always be alert of: - ANS potential hazards
and take measure to maximize patient safety
What does therapeutic communication begin with: - ANS active listening
What facilities effective therapeutic interactions: - ANS posture and gestures, and use of good nonverbal
communication
What can appear as though the MA is disengaged - ANS entering patient information into a computer
without looking away from the screen
What are ways to show rapport and empathy: - ANS privacy, showing interest, respecting the diversity
and individuality of each patient
Empathy - ANS the ability to understand and share the feelings of another
What does sympathy lead to: - ANS poor therapeutic communication and health professional burn-out
sympathy - ANS feeling compassion, sorrow, or pit for they hardships that another person encounters
intake process: - ANS "rooming" patients
what is the intake process: - ANS process of fathering initial information
, What should all patients have when information if collected: - ANS chief complain and medication
review
Chief complaint: - ANS reason for the office visit
Subjective information: - ANS Information that is personal or what someone is feeling
What helps the MA compare medications being taken, and ensures patients are following correct
instructions: - ANS routinely ask patients to Brin gall medications or a current list to the office for
appointments
What is a formal process necessary at every office visit: - ANS medication reconciliation
What can comparing the list of medications to the medical record reduce: - ANS improper prescription,
medication interactions, and adverse reactions
Allergy: - ANS adverse reaction caused by an antigen-antibody response
Anaphylaxis: - ANS life threatening allergic reaction that leads to circulatory collapse, shock, and death if
left untreated
objective information: - ANS Information collected that is observed by someone other than the patient
audiometry - ANS test to determine level of hearing
visual acuity testing: - ANS Use of tools such as a Snellen chart to screen for visual impairments
