Communication & Client Relations Flashcards

A physician on staff consistently uses dismissive language when speaking to residents about treatment options. As Medical Director, what is the most appropriate intervention?

Answer: Privately counsel the physician, provide specific feedback, and set clear expectations

Private, specific counseling with clear expectations is the appropriate first intervention that preserves dignity while addressing the behavior directly.

When communicating with a resident who has hearing loss, which accommodation is MOST important to implement first?

Answer: Confirm the resident's preferred communication method and use assistive devices as needed

Confirming the resident's preferred method respects individual needs; some residents prefer lip reading, hearing aids, or written communication.

A surrogate decision-maker is requesting aggressive interventions that appear inconsistent with a resident's previously expressed wishes. What is the Medical Director's role?

Answer: Facilitate a meeting to clarify the resident's prior wishes and apply the substituted judgment standard

The substituted judgment standard requires surrogates to decide as the resident would have decided; the Medical Director's role is to guide that process.

Effective interdisciplinary team communication in long-term care MOST directly contributes to which outcome?

Answer: Improved care coordination and reduced adverse events

Structured interdisciplinary communication reduces handoff errors and care gaps, directly improving safety and care quality outcomes.

A resident's adult child who does not have healthcare proxy authority is insisting on reviewing the resident's medical records. How should the Medical Director advise staff?

Answer: Deny access and refer to HIPAA regulations and facility privacy policy

Under HIPAA, medical records can only be released to authorized individuals; the Medical Director should ensure staff understand and follow privacy regulations.

Which strategy BEST promotes psychological safety when a nursing staff member reports a near-miss event to the Medical Director?

Answer: Thank them for reporting, focus on systems analysis, and avoid punitive language

Thanking reporters and focusing on systems rather than blame encourages a safety culture where staff feel safe disclosing errors and near-misses.

A resident requests that their diagnosis not be shared with their adult children. Which principle guides the Medical Director's response?

Answer: Resident autonomy and confidentiality must be respected unless the resident lacks capacity

Competent residents have the right to control their health information; confidentiality must be maintained unless the resident consents to disclosure.