Quality of Care-Patient Relations MD0520

DEVELOPMENT
ADMINISTRATION
TABLE OF CONTENTS
INTRODUCTION
LESSON 1, LOSS AND CHANGE.
	Section I. THROUGH THE PATIENT'S EYES
		1-1. INTRODUCTION
		1-2. EXPERIENCING ILLNESS AND HOSPITALIZATION
	Section II. STAGES OF ILLNESS
		1-3. INTRODUCTION
		1-4. TRANSITION
		1-5. ACCEPTANCE
		1-6. CONVALESCENCE
	Section III. BEDSIDE MANNER
		1-7. INTRODUCTION
		1-8. DEFINING HEALTH CARE PROVIDER
		1-9. BEING PROFESSIONAL
		1-10. DEVELOPING A THERAPEUTIC BEDSIDE MANNER
	Section IV. THE ANGRY PATIENT
		1-11. CAUSES OF ANGER
		1-12. SYMPTOMS OF ANGER
		1-13. DEALING WITH AN ANGRY PATIENT
	Section V. FAMILY MEMBERS
		1-14. INTRODUCTION
		1-15. DEGREE OF CONCERN
		1-16. DEGREE OF HOPE
		1-17. BEDSIDE MANNER
		1-18. FIRST VISITS TO HOSPITALIZED FAMILY MEMBERS
	EXERCISES, LESSON 1
	SOLUTIONS
LESSON 2
	Section I. INTRODUCTION
		2-1. DEFINING COMMUNICATION
		2-2. COMMUNICATION IN THE HEALTH CARE SETTING
	Section II. LISTENING SKILLS
		2-3. ARE YOU LISTENING?
		2-4. ACTIVE LISTENING
	Section III. NONVERBAL COMMUNICATION
		2-5. ACTIONS SPEAK LOUDER THAN WORDS
		2-6. INCONSISTENCIES BETWEEN VERBAL AND NONVERBAL MESSAGES
		2-7. MISINTERPRETATIONS OF NONVERBAL MESSAGES
	Section IV. INTERVIEWING TECHNIQUES
		2-8. DEFINING INTERVIEW
		2-9. CONDUCTING A SUCCESSFUL INTERVIEW
	EXERCISES
	SOLUTIONS
LESSON 3
	PATIENTS' RIGHTS
		3-1. INTRODUCTION
		3-2. PATIENTS' RIGHTS
		3-3. REGULATIONS AND LOCAL POLICY
		3-4. CLOSING
	EXERCISES
	SOLUTIONS
COMMENT SHEET