Communication & Client Relations Flashcards
7 cards from real CCM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Communication & Client Relations flashcards as text
A case manager is preparing a written care plan for a client. The plan should be:
Answer: Written in plain language that the client can understand and act upon
Plain language care plans support client engagement, self-management, and informed decision-making.
A case manager suspects a colleague is sharing protected health information inappropriately. The best first step is to:
Answer: Address the concern through the organization's compliance or privacy officer
Internal compliance channels are the appropriate first step for addressing potential HIPAA violations within an organization.
When a client is in denial about their medical condition, the most effective case manager response is to:
Answer: Use empathic communication to explore the meaning the client ascribes to their illness
Empathic exploration of the client's perspective helps uncover fears and values that can be addressed in the therapeutic relationship.
What is the primary purpose of a structured communication tool like SBAR (Situation, Background, Assessment, Recommendation) in case management?
Answer: To standardize and improve the clarity of handoff communications between providers
SBAR standardizes communication to reduce errors and ensure critical information is conveyed clearly during provider handoffs.
A client who has signed a release of information form later verbally revokes consent for the case manager to share information with their employer. The case manager should:
Answer: Honor the verbal revocation and stop sharing information with the employer immediately
Clients can revoke consent at any time, and the case manager must honor that revocation promptly even if made verbally.
Which of the following best describes the difference between sympathy and empathy in case manager-client communication?
Answer: Empathy involves connecting with and acknowledging the client's experience; sympathy involves feeling pity from a distance
Empathy involves genuine connection and acknowledgment of the client's experience, while sympathy is a more distant feeling of pity or concern.
A case manager learns that a client has decided to pursue an alternative treatment that the medical team considers ineffective. The case manager should:
Answer: Respect the client's autonomy, ensure they have accurate information, and document the informed decision
Respecting client autonomy means supporting informed decisions even when they differ from clinical recommendations, while ensuring the client has complete information.