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LESSON 1 QUIZ: PATIENT INTERACTION SKILLS

In this video, according to Anna, what is a current buzzword/buzz phrase in healthcare?

Patient Expiration

Patient Expectation

Patient Experience

Patient Examination

Patient Exercises

When talking with patients, what type of words and tone of voice are best?

Familiar

Flattering

Funny

Friendly

Flippant

If a patient checking in at the front desk mentions they are in pain, what would you do to demonstrate EMPATHY?

Offer some pain medications

Call a colleague to help

Schedule them with a different provider

Respond with understanding

Ask them to point to the painful area

What is this statement an example of? Saying "I can put you in as soon as tomorrow" versus "You'll have to wait until tomorrow".

Putting things in the positive

Avoiding the scheduling issue

Trying to find a better solution

Having an answer for everything

Not understanding the root cause

In this video, according to Anna, what is the number one cause of a 'Rage' reaction in a patient interaction?

Being told to calm down or else

Having no choice and being stuck

When someone doesn't apologize for jumping ahead

Not agreeing with a telephone agent

Being seen by a Doctor they did not book in with

Please provide your name so we can give you credit for this lesson

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