1 Medical Assisting Chapter 13 PowerPoint ® to accompany Second Edition Ramutkowski Booth Pugh Thompson Whicker Copyright © The McGraw-Hill Companies, Inc. Permission required for reproduction or display.
Jan 11, 2016
1
Medical Assisting Chapter 13
PowerPoint® to accompany
Second Edition
Ramutkowski Booth Pugh Thompson Whicker
Copyright © The McGraw-Hill Companies, Inc. Permission required for reproduction or display.
2
Objectives13-1 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 Area
3
Objectives (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 Area
4
FirstImpressions
The reception area creates an impression of whether the practice is successful or outdated.
ReceptionArea
Lighting
Room Temperature
MusicUse fairly bright lighting in this area
Average comfortable temperature
Music should be calming
and soothing
Patient Reception Area
5
Decor
- Use a group of colors that work well together
- Consider the mood you want to create
- Items that add a special touch
- Items that may interest patients that are waiting
Always keep safety in mind when placing items in the reception area.
Patient Reception Area (cont.)
6
Arranging Furniture Allow maximum floor
space and patient comfort Ensuring Privacy
Placing chairs in corners allows some privacy
Interim rooms are great space for private discussions with patients
Patient Reception Area (cont.)
Accommodating Children
Child-size chairs and play furniture are needed in pediatric offices
A separate waiting room for well and sick or contagious children
7
A. Yes
B. No
Imagine 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 Knowledge
The purpose of the music is to soothe and calm patients.
Another point is “most” patients present are in this age group but not all.
-AnswerAnswer
8
Maintaining high standards of cleanliness is
essential.
• If 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 & buckets
The Importance of Cleanliness
9
Cleaning Stains It is important to remove stains right away from
furniture and carpet. Removing Odors
Odors 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.)
10
Infectious Waste If the patient vomits or bleeds on the rug or furniture, this
is infectious waste. Proper cleaning and disposal is required.
OSHA Regulations Regular 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.)
11
A 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 Knowledge
The 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.
-AnswerAnswer
12
The Physical Components Office Access
Parking Arrangements Free parking lots
improve access to the office.
Entrances Must be easy to identify. Must be wide enough to
accommodate wheelchairs and walkers.
Safety and Security Building Exits
It is best to have at least two exits.
Illuminated red “Exit” signs are required.
Smoke Detectors The law requires that smoke
detectors that sound an alarm be present in offices.
Security Systems A security alarm system
offers valuable protection.
13
Keeping Patients Occupied andInformed
MAGAZINES AND BOOKS
Select reading materials for both adults and younger children that may be of interest to them.
PATIENT INFORMATION PACKETS
Office informational packets can inform patients about the medical practice physicians, billing practices and insurance processing practices.
MEDICAL INFORMATION
Medical 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 BOARD
Bulletin 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.
14
Keeping Patients Occupied andInformed (cont.)
• Television and videotapes are becoming more common in reception areas.
• Informative health videos can be displayed as patients wait to be seen.
• Items such as toys, videos, and books are common for children.
• Avoid balls, jump ropes, and other toys that tend to be very disruptive.
15
Patients 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 impairments
Older 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.
16
PATIENTS FROM DIVERSE CULTURAL BACKGROUNDS
Patients 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 language
To 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 CONTAGIOUS
Special SituationsSpecial Situations
17
A. Speak louder and slower and ask each question of the patient.
B. Take the patient to a private area if possible to protect his/her medical information.
C. 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 -AnswerAnswer
18
End of Chapter