Which of the following demonstrates the correct manner in which to assist a patient on the telephone?

Patient education allows patients to play a bigger role in their own care. It also aligns with patient- and family-centered care.

Inhaltsverzeichnis Show

Patient Transfer from Bed to Stretcher
Transfer from Bed to Wheelchair
When offering assistance to a patient by telephone medical assistants must?
When communicating on the phone with a patient proper telephone etiquette?
When answering a phone call in the medical office the medical assistant should?
Which of the following guidelines should you follow when placing an outgoing telephone call?

To be effective, patient education needs to be more than instructions and information. Teachers and health care providers need to be able to assess patient needs and communicate clearly.

The success of patient education depends largely on how well you assess your patient's:

Needs
Concerns
Readiness to learn
Preferences
Support
Barriers and limitations (such as physical and mental capacity, and low health literacy or numeracy)

Often, the first step is to find out what the patient already knows. Use these guidelines to do a thorough assessment before starting patient education:

Gather clues. Talk to the health care team members and observe the patient. Be careful not to make assumptions. Patient teaching based on incorrect assumptions may not be very effective and may take more time. Find out what the patient wants to know or take away from your meeting.
Get to know your patient. Introduce yourself and explain your role in your patient's care. Review their medical record and ask basic get-to-know-you questions.
Establish a rapport. Make eye contact when appropriate and help your patient feel comfortable with you. Pay attention to the patient's concerns. Sit down near the patient.
Gain trust. Show respect and treat each patient with compassion and without judgment.
Determine your patient's readiness to learn. Ask your patients about their outlooks, attitudes, and motivations.
Learn the patient's perspective. Talk to the patient about worries, fears, and possible misconceptions. The information you receive can help guide your patient teaching.
Ask the right questions. Ask if the patient has concerns, not just questions. Use open-ended questions that require the patient to reveal more details. Listen carefully. The patient's answers will help you learn the person's core beliefs. This will help you understand the patient's motivation and let you plan the best ways to teach.
Learn about the patient's skills. Find out what your patient already knows. You may want to use the teach-back method (also called the show-me method or closing the loop) to figure out what the patient may have learned from other providers. The teach-back method is a way to confirm that you have explained the information in a way that the patient they understand by asking them to act as if teaching it to you. Also, find out what skills the patient may still need to develop.
Involve others. Ask if the patient wants other people involved with the care process. It is possible that the person who volunteers to be involved in your patient's care may not be the person your patient prefers to be involved with. Learn about the support available to your patient.
Identify barriers and limitations. You may perceive barriers to education, and the patient may confirm them. Some factors, such as low health literacy or numeracy may be more subtle and harder to recognize.
Take time to establish rapport. Do a comprehensive assessment. It is worth it because your patient education efforts will be more effective.

Bowman D, Cushing A. Ethical practice and clinical communication. In: Feather A, Randall D, Waterhouse M, eds. Kumar and Clarke's Clinical Medicine. 10th ed. Philadelphia, PA: Elsevier; 2021:chap 5.

Bukstein DA. Patient adherence and effective communication. Ann Allergy Asthma Immunol. 2016;117(6):613-619. PMID: 27979018 pubmed.ncbi.nlm.nih.gov/27979018/.

Gilligan T, Coyle N, Frankel RM, et al. Patient-clinician communication: American Society Of Clinical Oncology consensus guideline. J Clin Oncol. 2017;35(31):3618-3632. PMID: 28892432 pubmed.ncbi.nlm.nih.gov/28892432/.

Updated by: David C. Dugdale, III, MD, Professor of Medicine, Division of General Medicine, Department of Medicine, University of Washington School of Medicine, Seattle, WA. Also reviewed by David Zieve, MD, MHA, Medical Director, Brenda Conaway, Editorial Director, and the A.D.A.M. Editorial team.

Chapter 3. Safe Patient Handling, Positioning, and Transfers

Transfers are defined as moving a patient from one flat surface to another, such as from a bed to a stretcher (Perry et al., 2014). Types of hospital transfers include bed to stretcher, bed to wheelchair, wheelchair to chair, and wheelchair to toilet, and vice versa.

Patient Transfer from Bed to Stretcher

A bed to stretcher transfer requires a minimum of three to four people, depending on the size of the patient and the size and strength of the health care providers. Patients who require this type of transfer are generally immobile or acutely ill and may be unable to assist with the transfer. Checklist 29 shows the steps for moving patients laterally from one surface to another.

Checklist 29: Moving a Patient from Bed to Stretcher

Disclaimer: Always review and follow your hospital policy regarding this specific skill.
Safety considerations: Perform hand hygiene. Check room for additional precautions. Introduce yourself to patient. Confirm patient ID using two patient identifiers (e.g., name and date of birth). Listen and attend to patient cues. Ensure patient’s privacy and dignity. Assess ABCCS/suction/oxygen/safety. Ensure tubes and attachments are properly placed prior to the procedure to prevent accidental removal. A slider board and full-size sheet or friction-reducing sheet is required for the transfer.
Steps	Additional Information
1. Always predetermine the number of staff required to safely transfer a patient horizontally.	Three to four health care providers are required for the transfer.
2. Explain what will happen and how the patient can help (tuck chin in, keep hands on chest). Collect supplies.	This step provides the patient with an opportunity to ask questions and help with the transfer. Stretcher and slider board Chin tucked in and arms across chest
3. Raise bed to safe working height. Lower head of bed and side rails. Position the patient closest to the side of the bed where the stretcher will be placed.	Safe working height is at waist level for the shortest health care provider. The patient must be positioned correctly prior to the transfer to avoid straining and reaching. May need additional health care providers to move patient to the side of the bed.
4. Roll patient over and place slider board halfway under the patient, forming a bridge between the bed and the stretcher. Place sheet on top of the slider board. The sheet is used to slide patient over to the stretcher. The patient is returned to the supine position. Patient’s feet are positioned on the slider board.	The slider board must be positioned as a bridge between both surfaces. The sheet must be between the patient and the slider board to decrease friction between patient and board. Place slider board Ensure all tubes and attachments are out of the way.
5. Position stretcher beside the bed on the side closest to the patient, with stretcher slightly lower. Apply brakes. Two health care providers climb onto the stretcher and grasp the sheet. The lead person is at the head of the bed and will grasp the pillow and sheet. The other health care provider is positioned on the far side of the bed, between the chest and hips of the patient, and will grasp the sheet with palms facing up. The two caregivers on the stretcher grasp the draw sheet using a palms up technique, sitting up tall, and keeping their elbows close to their body and backs straight.	The position of the health care providers keeps the heaviest part of the patient near the health care providers’ centre of gravity for stability. Caregiver at the head of the bed
6. The caregiver on the other side of the bed places his or her hands under the patient’s hip and shoulder area with forearms resting on bed.
7. The designated leader will count 1, 2, 3, and start the move. The person on the far side of the bed will push patient just to arm’s length using a back-to-front weight shift. At the same time, the two caregivers on the stretcher will move from a sitting-up-tall position to sitting on their heels, shifting their weight from the front leg to the back, bringing the patient with them using the sheet.	Coordinating the move between health care providers prevents injury while transferring patients. Using a weight shift from front to back uses the legs to minimize effort when moving a patient.
8. The two caregivers will climb off the stretcher and stand at the side and grasp the sheet, keeping elbows tucked in. One of the two caregivers should be in line with the patient’s shoulders and the other should be at the hip area. On the count of three, with back straight and knees bent, the two caregivers use a front-to-back weight shift and slide the patient into the middle of the bed.	The step allows the patient to be properly positioned in the bed and prevents back injury to health care providers. Caregiver at the head of the bed Weight on front leg Shift weight to back foot
9. At the same time, the caregiver on the other side slides the slider board out from under the patient.	This step allows the patient to lie flat on the bed.
10. Replace pillow under head, ensure patient is comfortable, and cover the patient with sheets.	This promotes comfort and prevents harm to patient.
11. Lower bed and lock brakes, raise side rails as required, and ensure call bell is within reach. Perform hand hygiene.	Placing bed and side rails in a safe position reduces the likelihood of injury to patient. Proper placement of call bell facilitates patient’s ability to ask for assistance. Bed in lowest position, side rail up, call bell within reach Hand hygiene reduces the spread of microorganisms. Hand hygiene with ABHR
Data source: ATI, 2015c; Perry et al., 2014; PHSA, 2010

Take this Lateral Transfer Sliding Board course for more information on sliding board transfer.

Transfer from Bed to Wheelchair

Patients often need assistance when moving from a bed to a wheelchair. A patient must be cooperative and predictable, able to bear weight on both legs and take small steps. If any of these criteria are not met, a two-person transfer or mechanical lift is recommended. Always complete a patient risk assessment prior to all patient-handling activities. See Checklist 30 for the steps to transfer a patient from the bed to the wheelchair (PHSA, 2010).

Checklist 30: Bed to Wheelchair Transfer

Disclaimer: Always review and follow your hospital policy regarding this specific skill.
Safety considerations: Check room for additional precautions. Introduce yourself to patient. Confirm patient ID using two patient identifiers (e.g., name and date of birth). Listen and attend to patient cues. Ensure patient’s privacy and dignity. Assess ABCCS/suction/oxygen/safety. Ensure tubes and attachments are properly placed prior to the procedure to prevent accidental removal. A gait belt and wheelchair are required.
Steps	Additional Information
1. One health care provider is required.	The patient should be assessed as a 1-person assist.
2. Perform hand hygiene. Explain what will happen during the transfer and how the patient can help. Apply proper footwear prior to ambulation	This step provides the patient with an opportunity to ask questions and help with the positioning. Explain procedure to patient Proper footwear
3. Lower the bed and ensure that brakes are applied. Place the wheelchair next to the bed at a 45-degree angle and apply brakes. If a patient has weakness on one side, place the wheelchair on the strong side.	Ensure brakes are applied on the wheelchair. Wheelchair with one leg rest removed
4. Sit patient on the side of the bed with his or her feet on the floor. Apply the gait belt snugly around the waist (if required). Place hands on waist to assist into a standing position	The patient’s feet should be in between the health care provider’s feet. Patient position prior to standing
5. As the patient leans forward, grasp the gait belt (if required) on the side the patient, with your arms outside the patient’s arms. Position your legs on the outside of the patient’s legs. The patient’s feet should be flat on the floor.	Assist to a standing position using a gait belt
6. Count to three and, using a rocking motion, help the patient stand by shifting weight from the front foot to the back foot, keeping elbows in and back straight.	Weight shift to back leg by health care provider
7. Once standing, have the patient take a few steps back until they can feel the wheelchair on the back of their legs. Have patient grasp the arm of the wheelchair and lean forward slightly.	Ensure the patient can feel the wheelchair on the back of the legs prior to sitting down. Assist into the wheelchair
8. As the patient sits down, shift your weight from back to front with bent knees, with trunk straight and elbows slightly bent. Allow patient to sit in wheelchair slowly, using armrests for support.	This allows the patient to be properly positioned in the chair and prevents back injury to health care providers. Transfer to wheelchair
Data source: ATI, 2015b; Perry et al., 2014; PHSA, 2010

Special considerations:

Do not allow patients to place their arms around your neck. Have them place their arms around your hips.
Avoid lifting patients. Let them stand using their own strength.
Stay close to your patient during the transfer to keep the patient’s weight close to your centre of gravity
If the patient has weakness on one side of the body (e.g., due to a cerebral vascular accident — CVA — or stroke), place the wheelchair on the strong side.

Video 3.6

Take this Standing Step Around Transfer course to learn the method for a bed to wheelchair transfer.

Prior to moving the patient, where should the patient’s feet be placed?
As you start to stand your patient, the patient gently places his arms around your neck. How do you proceed?

When offering assistance to a patient by telephone medical assistants must?

1) Hang up first. 2) Keep talking with the caller, even if the reason for the call has been handled. 3) Politely but firmly explain that the physician needs your assistance. 4) Explain to the caller that another patient needs your assistance.

When communicating on the phone with a patient proper telephone etiquette?

Phone Etiquette.

Answer the call within three rings..

Immediately introduce yourself..

Speak clearly..

Only use speakerphone when necessary..

Actively listen and take notes..

Use proper language..

Remain cheerful..

Ask before putting someone on hold or transferring a call..

When answering a phone call in the medical office the medical assistant should?

Answering the telephone in a professional manner involves answering within two to three rings, so the caller is not left waiting. If taking multiple calls, proper etiquette suggests that you give the first caller priority unless the second caller has an emergency.