Bài giảng môn Medical Assisting - Chapter 13: Patient Reception

13Patient Reception13-*13.1 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. Learning Outcomes13-*Learning Outcomes (cont.)13.4 Summarize the OSHA regulations that pertain to a patient reception area.13.5 List the physical components associated with a comfortable and accessible patient reception area.13.6 List the physical components associated with a safe and secure patient reception area.13-*Learning Outcomes (cont.)13.7 List the types of reading material appropriate to a patient reception area.13.8 Describe how modifications to a reception area can accommodate patients with special needs.13.9 Identify special situations that can affect the arrangement of a reception area.13-*Introduction Patient reception areas Inviting and functionalSpecial needs of disabled patientsPleasant and well-plannedSuccessful interaction between patient, doctor, and other medical staff13-*First ImpressionThe reception areaCreates an impression of whether the practice is successful or outdatedWindows are not soundproofMinimize noise and conversation behind themAvoid the term “waiting room”13-*Reception AreaMedical office informationBusiness cards of all physicians in officeGeneral practice informationLightingFairly bright Avoid trips Needed for readingConveys impression of cleanliness13-*Reception Area (cont.)Room temperatureAverage comfortable temperatureIf room is too cold or too hot, wait seems longer than it isGeriatric practice Warmer Music – calming and soothing in background13-*Use a group of colors that work well togetherConsider the mood  you want to createColors and 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.Decor13-*FurnitureSeatingFirm, comfortable, safe, and easy to get in and out ofWashable, fireproof fabricShould contrast with the carpet colorPrevent accidental fallsSufficient to accommodate the number of patients, family members, and friends during a 2-hour time period13-*Furniture (cont.)Arranging furnitureAllow maximum floor space for patient comfort12 sq. ft. of space/personEnsuring privacyPlacing chairs in corners allows some privacyInterim rooms are great space for private discussions with patients13-*Furniture (cont.)Accommodating childrenChild-size chairs and play furniture are needed in pediatric officesSeparate reception areas for well and sick or contagious children 13-* 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 30. 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. Also, although “most” patients are in this age group, not all are, so this type of music is inappropriate for the reception area.ANSWER:Correct!13-*The Importance of CleanlinessMaintain a high standard of cleanlinessHousekeeping – use OSHA guidelinesProfessional serviceMay need to leave detailed instructionsOffice staffUse appropriate antibacterial agents and vacuumClean daily with emergency cleanups as needed13-*The Importance of Cleanliness (cont.)Housekeeping TasksCheck throughout the daySpot-clean and straighten items EquipmentVacuums, mops, broomsTrash bags, cleaning solutions, rags, bucketsGloves 13-*Cleaning stainsRemove stains quickly by spot-cleaning spillsRemoving odorsOdors are offensive in a doctor’s officeSteps to minimize odors:Invest in a good ventilation system with charcoal filtersDisinfectant and deodorant sprays are helpfulDisplay “No Smoking” signsThe Importance of Cleanliness (cont.)13-*Infectious wasteVomit and blood are infectious wastesProper cleaning and disposal are requiredOSHA regulationsRegular cleaning of walls and floorsUse of disinfectants to combat bacteria Broken glass must be disposed of using tongs or a brush and dustpan The Importance of Cleanliness (cont.)13-*A patient is coming to see the physician because of bleeding at the surgical site (right upper thigh). While the patient is waiting in the reception area, the blood gets into the chair cushion of the patient’s seat. What should the medical assistant do in this situation? Apply Your KnowledgeANSWER: Put on gloves and remove the chair from the reception area immediately. Special cleaning procedures based on OSHA guidelines must be followed when handling blood and body fluids. SUPER!13-*The Physical ComponentsOffice accessParking arrangementsOn-street vs. off-street Free parking lots improve accessWell-lit EntrancesClearly markedWide enough to accommodate wheelchairs and walkers13-*The Physical Components (cont.)Safety and securityBuilding exitsIdeally, two exits to outsideClearly labeled with illuminated red “Exit” signsSmoke detectorsMust sound an alarm by lawCheck routinelySecurity systemsValuable protectionOffice staff should be familiar with the system13-*Apply Your KnowledgeIt is not adequate simply to have smoke detectors in a medical office. What responsibility does the office staff have related to smoke detectors?ANSWER: Office staff must routinely check the smoke detectors to be sure they are functioning properly and must know what to do in the event the smoke detector alarm sounds, i.e., how to evacuate patients safely from the building.Good Answer!13-*Reading MaterialsMagazines and booksSelect reading materials for both adults and younger children that may be of interest to them.Publications should be screened for medical content.Remove outdated materials13-*Reading Materials (cont.)Patient information packets The physicians in the medical practice Billing practices Insurance processing practicesMedical Information – brochures and pamphletsRead and validate accuracy before placing them in the reception areaBe aware of content and be prepared to answer questions patients may ask after reading these items13-*Reading Materials (cont.)Bulletin boardChange at intervalsDo not allow board to become clutteredTailor information to patient interestDisplay current information and remove outdated materials as soon as possible13-*Keeping Patients Occupied and InformedTelevision and Videotapes More common in reception areas Informative health videosItems for Children Toys, videos, and booksAvoid balls, jump ropes, and other toys that are disruptiveAll toys should be easy to clean  avoid stuffed animals13-*Apply your KnowledgeThe medical assistant is responsible for putting reading material, including medical information such as brochures and pamphlets, in the reception area. How should the medical assistant do this?ANSWER: The medical assistant should review all materials with medical information for validity before placing the items in the reception area. Magazines should be checked for medical articles so the office staff is aware of the information.Nice Job!13-*Patients with Special NeedsPatients who are born with or acquire a condition that limits or changes abilitiesRequire special accommodations to perform tasks13-*Americans with Disabilities Act – 1990 Federal civil rights act Prevents discrimination against individuals with special needsForbids discrimination on the basis of physical or mental handicapMedical offices must accommodate special needs of clients byProviding additional space in waiting roomsMaking provisions for patients with visual and/or hearing impairments13-*Older Americans Act of 1965Ensures that elderly patients receive the best possible health care regardless of ability to payOffices must be sensitive to the needs of elderly patientsChairs that are easy to get into and out ofReading materials with large printGood lighting in reception areas and restrooms13-*Special SituationsPatients from diverse cultural backgroundsReception area – reflecting aspects of other culturesProviding reading material in languages of cultures servedDecorating the office for culturally diverse holidaysPosting signs that are in languages of cultures served13-*Special Situations (cont.)Patients who are highly contagiousProtect other patients, especially those who are immunocompromisedSeparate from other patients in reception areaTake directly to an exam room13-*Speak 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.Question the person accompanying the patient instead of the patient.A patient who 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 KnowledgeANSWER:Excellent!13-*In Summary13.1 The elements that are important in a patient reception area include the furniture, patient information, décor, and lighting13.2 Furniture in a patient reception area should be firm, comfortable, safe, and easily accessible.13.3 The housekeeping tasks include basic routine cleaning. The medical office may provide mops, brooms, and vacuums, or it may have a professional cleaning service.13-*In Summary (cont.)13.4 OSHA requires that a medical office be cleaned regularly using disinfectants to combat bacteria as a part of regular cleaning.13.5 The physical components associated with comfortable and accessible patient reception areas are good access to parking and comfortable access to office entrances.13-*In Summary (cont.)13.6 The physical components associated with a safe and secure patient reception area are safety when exiting office, smoke detectors, and security systems within a medical facility.13.7 Appropriate reading material for a patient reception area includes magazines and books, patient information packets, medical information, and patient bulletin boards.13-*In Summary (cont.)13.8 Modifications to a patient reception area for patients with special needs will allow easier access to parking and entrances as well as prevent discrimination against special needs patients.13.9 Special situations such as clients that are highly contagious can have an impact on the reception area. These patients should have a separate waiting area.13-*End of Chapter 13Creativity and courage help us know how to reach out and help those with particularly unique needs.~ Mary H. Allen(From A Daybook for Nurses: Making a Difference Each Day)