What is the best demonstration of Respond, Don't React? - answer Take internal time to identify issues that bother you and build your trigger
... [Show More] guards.
A patient is upset with you because your department is running behind. While talking to you, the patient beings ranting about issues unrelated to you, your department, and Kaiser Permanente. You should: - answer Recognize how stressful the situation could be for them and allow them to talk. Since the issues are unrelated to your department, offer to get a Member Services representative for them.
What is the final thing you should do after you have offered choices, but the person has refused and is still escalated? - answer Give them an opportunity to reconsider
If a person is escalated, you should give them only one option for how to proceed. - answer False
What are the five (5) steps we use to build a plan to manage our own personal triggers? - answer Emotional Awareness, Build Trigger Guards, Empathy and Compassion, Representation, Personal Audience
What are the three (3) core principles? - answer Respond, Don't React
Treat People with Dignity by Showing Respect
Be Alert and Decisive
Angry facial expressions and invading your personal space are considered what kind of behaviors? - answer Threat Indicators
Which six (6) of the following are considered Gateway Behaviors? - answer "You're an idiot."
Yelling about having to wait.
Speaking with a sarcastic tone.
"I will act crazy here."
"Why are you bothering me?"
"You are being too strict."
What are the three (3) things you can do in the moment when you feel emotionally compromised during a stressful situation? - answer Take a breath
Pause
Resume your interaction
What is the second step in being Alert and Decisive? - answer Trust your gut
When you are within 5 feet of another person, in which two (2) scenarios would you choose to evade versus communicate? - answer A person who is yelling and finger-pointing.
A person in an aggressive stance, fists clenched on their hips.
As you approach a member who is 10 feet away, you scan the environment and evaluate their body language to determine if it is safe to engage. Which core principle from Module 1 are you using? - answer Be alert and decisive.
What are the three (3) goals of Beyond Active Listening? - answer To show you are interested in what they are trying to communicate.
To help the person feel heard and understood.
To use your senses to gather information about the other person.
Which three (3) of the following activities require being within the 2 feet of a person? - answer Taking vital signs.
Handing an item to someone.
Drawing blood.
You learned about conflict triggers in module 1. What three (3) things should you avoid doing during your greeting to avoid potential negative impact? - answer Rush through the greeting without pausing.
Assume someone identifies by a particular gender.
Greet someone with a "good morning" or "good afternoon".
In addition to the final Closure steps, what one (1) thing should you do to potentially avoid future escalations? - answer Establish a plan to resolve any identified care or service needs, or connect them with someone who can.
The core principles do not apply when we are using the Non-Escalation skills. - answer False
How many steps are in the universal greeting? - answer Five
The distance between you and another person, your body positioning, and where you place your hands affect the comfort level of people interacting with you. What part of non-escalation does this fall under? - answer Proxemics
When are the three (3) best times to perform the Showtime Mindset steps? - answer When someone approaches you.
Before interacting with a patient or customer.
When you approach someone.
A patient has come up to you in clear emotional distress after their appointment, tears in their eyes while they demand you provide additional services while ranting about the perceived incompetence of Kaiser Permanente and everyone who works for it. Which two (2) statements show the best demonstration of the 'Acknowledge Emotion and Get Back to Issue' part of Redirection? - answer It sounds like this process has been really frustrating for you. I want to see if I can help. Can you work with me on this?
I would probably feel the same way if that happened to me. Let's see if we can work together to come up with a solution to meet your needs.
Which two (2) of the three core principles would you use the most during Redirection? - answer Treat People with Dignity by Showing Respect
Respond don't React
A patient in an exam room has been given some results in their appointment that distressed and agitated them, and they are showing escalating behavior. Which statement is the best example of one of the steps in Redirection? - answer Explain that you would really like to help and need them to speak slowly so you can make sure you understand.
You are trying to work with an upset patient in person and using Redirection. They are highly emotional, showing several gateway behaviors, and you feel you both need a momentary break to regain composure. What two (2) statements would be the best for you to use to Divert Attention? - answer I need to step out for a quick moment to get something we need for your appointment. I'll be right back.
It sounds like you are really frustrated. Let me step outside to research this for you. I will be right back.
In Non-Escalation, you learned five proactive steps for personal interactions. You do not need to use these steps during the Persuasion Sequence. - answer False
In which part of De-Escalation does proxemics (the distance between you and another person, your relative body positioning, and where you place your hands) become vitally important? - answer Redirection
The core principles and non-escalation methods do not apply when we are using the De-Escalation skills. - answer False
Why do you need to complete the Final Closure Steps regardless of how successfully you have de-escalated the other person? - answer To lay critical groundwork for future interactions, even if you could not solve their problem today.
The goal for Model Calmness is to demonstrate the positive behavior you want the other person to replicate. - answer True
If your attempts to de-escalate the person or resolve situation does not succeed, what method would you use next? - answer Appropriate Action
In which two (2) scenarios would you choose to take Appropriate Action? - answer There is a clear safety concern to the patient or others.
The Persuasion Sequence had ended without cooperation.
What are the two (2) primary goals of Crisis Management? - answer Service recovery and a return to the person's pre-crisis level of functioning.
Ensure everyone's safety until the situation can be stabilized.
What are the five (5) methods used in Crisis Management to promote recovery with someone exhibiting at-risk behaviors? - answer Adapt Communication
Model Calmness
Separate & Support
Reduce Stimulation
Appropriate Action
Only major incidents should be reported to your local security team. Yelling, intimidating body language, and inappropriate comments don't need to be reported. - answer False
In crisis management, Separate & Support includes moving an escalated individual to a more private location, offering them food/water or a blanket if they need it, and seeking assistance or guidance from a mental health profession if the person appears to be experiencing a mental health crisis. - answer True
Mirroring the stance of another person can make them feel at ease and is an intentional way of developing rapport with them. Which method of crisis management does this fall under? - answer Model Calmness
What are the three (3) tactics you use to Adapt Communication when someone is escalated? - answer 1) Slow down the conversation
2) One at a time
3) Use their name.
Sinus Arrhythmia
Sinus Arrhythmia
Looks almost normal
Action: none, continue to monitor
First Drug: none
Possible cause: respiratory deviation, peds, aging heart
Sinus Bradycardia
Action: oxygen, notify MD - if symptomatic, follow AHA guidelines. First Drug: Atropine if symptomatic - low BP
Possible cause: vagal-stimulation, athlete, sleep, ischemia to SA node, Meds, ↑ ICP
Brainpower
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Sinus Tachycardia
Action: Determine & Treat the cause - this is key
First Drug: None, watch for drugs that may be the cause
Possible causes: pain, fever, anxiety, exercise, hypoxia, caffeine, sympathetic stimulation.
Premature Atrial Contraction - PAC's
Action: no action needed; if new or frequent notify MD
First Drug: None
Possible causes: caffeine, fatigue, tobacco, alcohol, stress, atrial enlargement
Atrial Flutter
Action: If new, notify MD, O2 if dyspneic
First Drug: Digoxin, beta blockers, amiodarone, Cardizem
Possible causes: Atrial enlargement - CHF, HTN, edema post heart surgery, valve disease, hyperthyroidism
Atrial Fibrillation
Action: If new, notify MD; O2 if dyspneic
First Drug: Digoxin, beta blockers, amiodarone, Cardizem
Possible causes: Atrial enlargement - CHF, HTN, edema post heart surgery, valve disease, hyperthyroidism
Premature Junctional Contraction - PJC's
Action: If frequent or new notify MD
First Drug: None
Possible causes: AV Node Irritability - caffeine, fatigue, tobacco, alcohol, stress, meds
Junctional Rhythm
Actions: If new notify MD, O2 if dyspneic,meds (if extreme Brady, Call RRT) FirstDrug: Atropine(0.5mg)ifsymptomatic-BP
Possible causes: ischemia -SA node, SA node function due to meds - Digoxin tox.
Accelerated Junctional
Actions: If new notify MD, O2 if dyspneic, meds
First Drug: none
Possible causes: AV Node Irritability - caffeine, fatigue, tobacco, alcohol, stress, med toxicity - esp. Dig Toxicity (check potassium)
Junctional Tachycardia
Actions: If new notify MD, O2 if dyspneic, meds
First Drug: none
Possible causes: AV Node Irritability - caffeine, fatigue, tobacco, alcohol, stress, med toxicity - esp. Dig Toxicity (check potassium)
SVT-Supraventricular Tachycardia
Action: Vagal Maneuvers, O2, notify MD - Call RRT if symptomatic
First Drug: Adenosine (6mg, 12mg, 12mg - Rapid IV push)
Possible causes: stimulants, CHF, thyroid, med toxicity
(Could be Sinus Tach; Atrial Tach; Atrial Flutter; or Junctional Tach - cannot determine!)
1st Degree AV Block
Action: observe for further PR prolongation; meds; if new notify MD First Drug: None
Possible causes: heart disease or meds
2nd Degree AV Block Wenckebach-Type I
Action: meds; O2 if dyspneic; If new notify MD
First Drug: Atropine if symptomatic -BP
Possible causes: AV blocking meds, acute MI, edema post open-heart surgery
2nd Degree AV Block Type II
Action: Notify MD; O2: set-up for temp pacer - Call RRT if symptomatic
First Drug: If symptomatic - BP - ACLS recommends Atropine (caution with Dopamine drip for BP
Possible causes: AV blocking meds, acute MI, edema post open-heart surgery
MI); may use
3rd Degree AV Block
Action: Notify MD; O2: set-up for temp pacer (TCP) - If symptomatic call RRT
First Drug: If symptomatic -BP - ACLS recommends TCP. Atropine can be administered but should be given cautiously, because it is likely to be ineffective in a wide complex QRS rhythm and can be [Show Less]