Bài giảng Medical Assisting - Chapter 13: Patient Reception Area

Medical Assisting Chapter 13PowerPoint® to accompany Second EditionRamutkowski  Booth  Pugh  Thompson  WhickerChapterCopyright © The McGraw-Hill Companies, Inc. Permission required for reproduction or display.1Objectives13-1 Identify the elements that are important in a patient reception area.13-2 Discuss ways to determine what furniture is necessary for a patient reception area and how it should be arranged?13-3 List the housekeeping tasks and equipment needed for this area of the office.13-4 Summarize the OSHA regulations that pertain to a patient reception area.Patient Reception Area2Objectives (cont.)13-5 List the types of reading material appropriate to a patient reception area.13-6 Describe how modifications to a reception area can accommodate patients with special needs.13-6 Identify special situations that can affect the arrangement of a reception area.Patient Reception Area3FirstImpressionsThe reception area creates an impression of whether the practice is successful or outdated.ReceptionAreaLightingRoom TemperatureMusicUse fairly bright lighting in this areaAverage comfortable temperatureMusic should be calming and soothingPatient Reception Area4DecorUse a group of colors that work well togetherConsider the mood you want to createColors & FabricsSpecialty ItemsItems that add a special touchItems that may interest patients that are waiting Always keep safety in mind when placing items in the reception area.Patient Reception Area (cont.)5Arranging FurnitureAllow maximum floor space and patient comfortEnsuring PrivacyPlacing chairs in corners allows some privacyInterim rooms are great space for private discussions with patientsFurniturePatient Reception Area (cont.) Accommodating ChildrenChild-size chairs and play furniture are needed in pediatric officesA separate waiting room for well and sick or contagious children 6 Yes NoImagine that you are working in the reception area of the medical office and most of the patients waiting to be seen are between the ages of 19 and 22. Would it be appropriate to put on a mixture of heavy metal and rap music? If yes, why? If no, why not?Apply Your KnowledgeThe purpose of the music is to soothe and calm patients.Another point is “most” patients present are in this age group but not all.-Answer7Maintaining high standards of cleanliness is essential.HousekeepingIf a professional cleaning service is used, leave detailed special instructions as needed.If office personnel are responsible for cleaning the following equipment and supplies may be needed:  vacuums mops brooms trash bags cleaning solutions rags & bucketsThe Importance of Cleanliness8Cleaning StainsIt is important to remove stains right away from furniture and carpet.Removing OdorsOdors are particularly offensive, and the following steps can be taken to minimize odors:Display “No Smoking” signs.Invest in a good ventilation system with charcoal filters.Disinfectant and deodorant sprays are helpful.The Importance of Cleanliness (cont.)9Infectious WasteIf the patient vomits or bleeds on the rug or furniture, this is infectious waste.Proper cleaning and disposal is required.OSHA RegulationsRegular cleaning of walls and floors is required.Use of disinfectants to combat bacteria is also required.Broken glass must be disposed of using tongs or a brush, never the hands since it may be contaminated.The Importance of Cleanliness (cont.)10A patient is coming to see the physician because of bleeding at the surgical site (right upper thigh). While waiting in the reception area the bleeding gets into the chair cushion of the patient’s seat. What should the medical assistant do in this situation? Apply Your KnowledgeThe chair must be removed from the reception area immediately, and gloves will be required. It is essential to follow OSHA guidelines when handling blood and body fluids. Special cleaning procedures will be required.-Answer11The Physical ComponentsOffice AccessParking ArrangementsFree parking lots improve access to the office.EntrancesMust be easy to identify.Must be wide enough to accommodate wheelchairs and walkers. Safety and SecurityBuilding ExitsIt is best to have at least two exits.Illuminated red “Exit” signs are required.Smoke DetectorsThe law requires that smoke detectors that sound an alarm be present in offices.Security SystemsA security alarm system offers valuable protection.12Keeping Patients Occupied andInformedReading MaterialsMAGAZINES AND BOOKSSelect reading materials for both adults and younger children that may be of interest to them.PATIENT INFORMATION PACKETSOffice informational packets can inform patients about the medical practice physicians, billing practices and insurance processing practices. MEDICAL INFORMATIONMedical brochures are also commonly found in the reception area. It is important to read medical brochures and validate their accuracy before placing them in the reception area.BULLETIN BOARDBulletin boards with bright colors and bold headings attractreaders. Bulletin Board TIPS Do not allow the board to become cluttered.Display current information such as nutritional guidelines. Pamphlets or flyers from nonprofit health-care organizations may be posted.Place extra copies so patients can take one home if possible. 13Keeping Patients Occupied andInformed (cont.)Television and Video TapesTelevision and videotapes are becoming more common in reception areas.Informative health videos can be displayed as patients wait to be seen.Items for ChildrenItems such as toys, videos, and books are common for children.Avoid balls, jump ropes, and other toys that tend to be very disruptive.14Patients with Special NeedsSome patients will require special accommodations due to conditions that limit or change their abilities.Americans With Disabilities Act This is a federal civil rights act that prevents discrimination of differently abled individuals with physical or mental handicaps. Medical offices must be able to accommodate the special needs of clients by providing: additional space in waiting rooms making provisions for patients with visual and/or hearing impairmentsOlder AmericansAct of 1965 This act ensures that elderly patients receive the best possible health care regardless of their ability to pay.Offices that serve elderly patients must be sensitive to their special needs.Provide chairs that make it easy for the elderly patient to use.Provide reading materials with large print.Be sure reception areas and restrooms are well lit.15PATIENTS FROM DIVERSE CULTURAL BACKGROUNDSPatients will feel more comfortable if they enter a reception area that reflects aspects of their culture such as: Providing reading material in both Spanish and English Decorating the office for culturally diverse holidays Posting signs that are in a second languageTo protect patients, especially those who are immunocompromised from exposure to highly contagious conditions, the contagious patient should be separated from other patients in the reception area.PATIENTS WHO ARE HIGHLY CONTAGIOUSSpecial Situations16Speak louder and slower and ask each question of the patient.Take the patient to a private area if possible to protect his/her medical information.Only ask questions to the person accompanying the patient.A patient that is blind and hard of hearing enters the medical office for the initial visit. How should the medical assistant obtain the medical information?Apply Your Knowledge-Answer17End of ChapterEnd of Chapter18