HCB Test 1 Questions and Answers Graded A+
Anyone for whom a service requiring some degree of
Client or Patient
confidentiality is provided.
One's Immediate disposition toward a concept or an ob-
Attitude
ject.
The physical location to which a customer goes to obtain
Contact Point
a service, e.g. Clinic, Sick Bay, Finish Facility, Post Oflce.
Communication methods and strategies within the
healthcare team used to inform individuals about health
Healthcare Communication
care facts and best practices, with the goal of improving
patient health outcomes.
The ability to imagine oneself in another's place and un-
Empathy
derstand the other's feelings, desires, ideas, and actions.
Communication without the use of spoken language, Fa-
Nonverbal Communication cial Expressions, Body Movement/Posture, Gestures, Eye
Contact, Touch, and Voice
Refers to the exchange of information between two or
more people and consists of four basic parts: The sender, The communication process
the message, the receiver, and feedback.
An expressed interest of concern regarding the problems,
Empathy
emotions, or states of mind of another.
Response given by the receiver here are Two types of
Feedback
communication, Verbal and Nonverbal
there are Two types of communication, Verbal and Non-
True/False (True)
verbal
Occurs when we engage in speaking with others, it can
Verbal Communication be face-to-face, over the telephone, or via audio/visual
means.
, Is understanding the emotion and intentions behind the
Ettective communication
information
Nonverbal communication II Facial Expressions, Body Movement, Gestures, Voice.
Barriers to ettective communication Physiological, Physical, Psychosocial
Physiological Barriers Sensory dysregulation such as speech impairments
Physical barriers elements in the environment such as noise
Make eye contact with the customer, nod when appropri-
Active Listening
ate and give small verbal comments like "yes" and "huh"
Active Listening II Otter Feedback, reflecting on what was said
Active Listening III Ask for clarification
Good morning, Radiology department, Hospitalman
Answering the phone should sound like?
Smith speaking, how may I help you Sir, Ma'am. or Chief?
What do you do before placing a caller on hold Ask before you put someone on hold.
Avoid Quotes, Pictures, Texting language, emoticons, all
SECNAV M-5216.5
CAPS and slang.
Treat everyone with kindness and respect and make sure
Do this
to control you actions, tone, and responses.
where are compliments and complaints sent? the Interactive Customer Evaluation System (ICE)
A patients expressed or implied agreement to submit to
Consent an examination or treatment, must be voluntary and in-
formed.
A persons ability to make and communicate a decision to
Competent
consent to medical treatment.
Ethics Distinction between right and wrong
Health information Portability and Accountability Act HIPAA
Privacy
Anyone for whom a service requiring some degree of
Client or Patient
confidentiality is provided.
One's Immediate disposition toward a concept or an ob-
Attitude
ject.
The physical location to which a customer goes to obtain
Contact Point
a service, e.g. Clinic, Sick Bay, Finish Facility, Post Oflce.
Communication methods and strategies within the
healthcare team used to inform individuals about health
Healthcare Communication
care facts and best practices, with the goal of improving
patient health outcomes.
The ability to imagine oneself in another's place and un-
Empathy
derstand the other's feelings, desires, ideas, and actions.
Communication without the use of spoken language, Fa-
Nonverbal Communication cial Expressions, Body Movement/Posture, Gestures, Eye
Contact, Touch, and Voice
Refers to the exchange of information between two or
more people and consists of four basic parts: The sender, The communication process
the message, the receiver, and feedback.
An expressed interest of concern regarding the problems,
Empathy
emotions, or states of mind of another.
Response given by the receiver here are Two types of
Feedback
communication, Verbal and Nonverbal
there are Two types of communication, Verbal and Non-
True/False (True)
verbal
Occurs when we engage in speaking with others, it can
Verbal Communication be face-to-face, over the telephone, or via audio/visual
means.
, Is understanding the emotion and intentions behind the
Ettective communication
information
Nonverbal communication II Facial Expressions, Body Movement, Gestures, Voice.
Barriers to ettective communication Physiological, Physical, Psychosocial
Physiological Barriers Sensory dysregulation such as speech impairments
Physical barriers elements in the environment such as noise
Make eye contact with the customer, nod when appropri-
Active Listening
ate and give small verbal comments like "yes" and "huh"
Active Listening II Otter Feedback, reflecting on what was said
Active Listening III Ask for clarification
Good morning, Radiology department, Hospitalman
Answering the phone should sound like?
Smith speaking, how may I help you Sir, Ma'am. or Chief?
What do you do before placing a caller on hold Ask before you put someone on hold.
Avoid Quotes, Pictures, Texting language, emoticons, all
SECNAV M-5216.5
CAPS and slang.
Treat everyone with kindness and respect and make sure
Do this
to control you actions, tone, and responses.
where are compliments and complaints sent? the Interactive Customer Evaluation System (ICE)
A patients expressed or implied agreement to submit to
Consent an examination or treatment, must be voluntary and in-
formed.
A persons ability to make and communicate a decision to
Competent
consent to medical treatment.
Ethics Distinction between right and wrong
Health information Portability and Accountability Act HIPAA
Privacy
