CHAPTER © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 14 Patient Education
Feb 25, 2016
CHAPTER
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14Patient Education
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Learning Outcomes14.1 Identify the benefits of patient education.
14.2 Explain the role of the medical assistant in patient education.
14.3 Discuss factors that affect teaching and learning.
14.4 Describe patient education materials used in the medical office.
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Learning Outcomes (cont.)
14.5 Explain how patient education can be used to promote good health habits.
14.6 Identify the types of information that should be included in the patient information packet.
14.7 Discuss techniques for educating patients with special needs.
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Learning Outcomes (cont.)
14.8 Explain the benefits of patient education prior to surgery, and identify types of preoperative teaching.
14.9 List educational resources that are available outside the medical office.
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Introduction• Health education = lifelong pursuit
• Medical professionals– Encourage and teach health habits and
behaviors
• Medical assistants– Recognize and overcome roadblocks to
education– Become comfortable with teaching– Lead others to their highest level of health
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The Educated Patient
Takes a more active role in medical care
Is often more compliant with treatment programs
Is better informed about how to maintain a healthy state
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The Educated Patient (cont.)
• Benefits to the medical office– Patients are more satisfied – Patients are more likely to follow instructions so tests
do not have to be rescheduled– Patients are less likely to call the office with
questions, so staff spends less time on the telephone
• Medical assistant– More interaction with the patient – Assess educational needs at every visit
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Apply Your Knowledge
What are the results of patient education?
ANSWER: Patients can take a more active role in their health care. They are more compliant with the treatment program, stay healthier, and are more satisfied clients of the medical practice.
EXCELLENT!
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Brochures, Booklets, and Fact Sheets
Explain procedures that are performed in the medical office
Provide information about specific diseases and medical conditions
Provide information to help patients stay healthy
Printed Materials
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Educational Newsletters
Medical office newsletters: Are written by the doctor or office staff
Contain practical health care tips
Offer updates on office policies
Provide information about new diagnostic tests and equipment
Printed Materials (cont.)
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Community-Assistance Directory
A valuable aid for referring patients to appropriate agencies
Mealson
Wheels
DayCare
CentersMedicalServices
Printed Materials (cont.)
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Many physicians arrange classes and seminars for their patients
Health information websites for general consumer health information
Videotapes and DVDs are used effectively to educate about complex subjects and procedures
Visual Materials
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Apply Your KnowledgeA medical assistant employed in a cardiology office is asked by the physicians to create some form of publication to educate patients about healthy heart habits. Which of the following mediums do you feel will be most effective and why?
A. Create a fact sheet with text explaining common heart diseases.
B. Check out several books on healthy habits that affect the heart from the local library.
C. Create a brochure with pictures and text to focus on dietary habits and other habits that affect heart functioning.
Lack of pictures so this medium may not appeal to patients.
Books cannot be removed from the office.
Answer:
RIGHT!
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Promoting Health and Wellness Through Education
• Health is a complex concept involving physical, mental, emotional, and social influences working together
• Consumer Education has helped Americans become more aware of good health practices
• Ways to achieve good health– Develop good health habits– Protect self from injury– Take preventive measures to protect against disease
and illness
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Good Nutrition Regular Exercise
Adequate Rest
Healthy Habits
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Balance
Work Leisure
No Smoking
Limit Alcohol Intake
Healthy Habits (cont.)
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Protection from Injury• Safety tips to prevent
injuries – At home– At work– At play
• Proper use of medications– Do not change dosage– Do not mix
medications– Report unusual
reactions– Tell doctor about any
OTC medications
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Three Levels of Prevention
Health-promoting behaviors
Screening
Rehabilitation
Primary Level
Secondary Level
Third Level
Preventive Measures
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Categorize each of the following behaviors as a first, second, or third level of prevention.
Apply Your Knowledge
Tuberculin skin test
Monthly self-breast exam
Adopting healthy eating habits
Annual mammograms
Bladder retraining programs
ANSWER:ANSWER:
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The Patient Information Packet• Benefits of the information packet
– Improves relationships between the office and patients
• Simple, inexpensive, and effective medium
– Provides important information about office policies and staff roles
– Excellent marketing tool
All materials should be written at a sixth-grade level
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Contents• Introduction to the office• Physician’s qualifications• Description of the practice• Introduction to the office staff• Office hours• Appointment scheduling
The Patient Information Packet (cont.)
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Contents• Telephone policy • Payment policies• Insurance policies• Patient confidentiality statement• Other information
The Patient Information Packet (cont.)
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Distribution of Patient Information Packet
• Patients must receive and read the information packet in order for the materials to be effective– Hand the packet to new patients and review the
contents with them
– Mail the packet to patients prior to the initial visit if time permits
– Keep additional copies available in the office where patients can access them easily
– For patients with special concerns, pictures and charts may be needed to communicate the information
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The Patient Information Packet: Special Concerns
• Patients who cannot read well or cannot speak or understand English – Use pictures and charts– Translations – Family or friends may be
able to read it to them
• Match learning materials to patient needs and level of understanding
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Following their office visit, several patients inquire about the credentials of the practitioner seeing them during the visit. How can this information be made available to the patients?
Apply Your Knowledge
ANSWER: Using a digital camera or other device, take photos of office personnel and place the photos with their credentials in the office content packet.
IMPRESSIVE!
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Educating Patients with Special Needs
• Elderly patients
– Show respect
– Put information in writing
– Adjust procedures as needed when limitations are present
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Educating Patients with Special Needs (cont.)
• Patients with mental impairments– Use tact and empathy– Speak at the patient’s level of understanding– Common conditions
• Dementia• Alzheimer’s disease• Emotional problems• Drug addiction• Developmentally delayed
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Educating Patients with Special Needs (cont.)
• Patients with hearing impairments– The ability to hear is not a measure of intelligence
• Patients with visual impairments– Use normal tone of voice– Verify that all verbal instructions have been heard
correctly
• Multicultural issues– Patients from diverse cultures may have different
beliefs about the causes and treatments of their illness.
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Apply Your Knowledge
The medical assistant needs to instruct Mrs. Lorenzo, who is hearing impaired, about obtaining a urine specimen. What should the MA remember concerning patients with hearing impairments?
ANSWER: When instructing Mrs. Lorenzo, the medical assistant should talk in a quiet room and face Mrs. Lorenzo so she can see the MA’s mouth. The MA should speak a little louder and clearly but not shout at her. The MA should have Mrs. Lorenzo repeat the instructions to verify understanding.
GOOD ANSWER!
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Patient Education Prior to Surgery
Educational Legal
Informed ConsentPreoperative Instructions
Postoperative Instructions
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Benefits of Preoperative Education Increases patients’ overall satisfaction
Reduces patient anxiety and fear
Reduces use of pain medication
Reduces complications following surgery
Reduces recovery time
Patient Education Prior to Surgery (cont.)
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Factual Sensory Participatory
Informs patient of specific details about the procedure and needed restrictions before and/or after surgeryProvides the patient with descriptions of various sensations they may feel during the procedure
Includes explanations and demonstrations of certain techniques required after surgery. Patients are allowed to provide a return demonstration of the technique to validate understanding and technique accuracy.
Patient Education Prior to Surgery (cont.)
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Patient Education Prior to Surgery (cont.)
• Using anatomical models– A visual representation
helps patients better understand what will take place
• Helping patients relieve anxiety– Allow extra time for
patients to grasp information
– Use positive words when possible
– Have family members present
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Patient Education Prior to Surgery (cont.)• Verifying patient
understanding– Have patients explain to
you in their own words their understanding of what has been taught
– Use return demonstrations to validate understanding of procedural instructions
– Provide a contact number
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Apply Your Knowledge
Describe the types of patient education.
ANSWER: The three types of patient education are:Factual–Informs patients of specific details about a procedure and needed restrictions before and/or after surgery.Sensory–Provides patients with descriptions of various sensations that may be felt during the procedure.Participatory–Includes explanations and demonstrations of certain techniques required after surgery and requires that patients perform a return demonstration of the technique to validate understanding and technique accuracy.
Right Answer!
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Additional Educational Resources• Libraries
– Public libraries– Hospital patient resource
rooms
• Computer resources– Online services– CD-ROMs
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Additional Educational Resources (cont.)
• Community resources– Nursing home care– Visiting nurses’ care– Counseling– Rehabilitation
• Associations– American Cancer
Society– American Diabetes
Association– American Heart
Association
Note: These outside resources may be used by office personnel or patients to obtain educational information.
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Apply Your Knowledge
List resources that are available to provide patient education materials.
ANSWER: Community resources for patient education include libraries and patient resource rooms, computer resources, community resources such as home health, and health-related associations such as the AHA.
Correct!
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In Summary14.1Educated patients take a more active role in
their medical care. Office personnel will spend less time on the telephone.
14.2Medical assistants play a vital role in patient education because of their interaction with patients. They can share vital information with their clients.
14.3Factors that affect teaching and learning include patient ability to read and understand, patient educational needs, and teaching materials available.
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In Summary (cont.)
14.4The types of patient education materials that are in medical offices are brochures, booklets, fact sheets, newsletters and community-assistance directories.
14.5Patient education promotes healthy habits by teaching patients the importance of developing healthy habits such as eating properly and exercising regularly.
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In Summary (cont.)
14.6The contents of the patient’s information packet should include an introduction to the medical office, the physician’s qualifications, a description of the practice; an introduction to staff, office hours, appointment scheduling, telephone policies, payment and insurance policies, a confidentiality statement, and other pertinent information.
14.7Educating patients with special needs takes patience. Approach each case separately and understand each patient’s situation and point of view.
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In Summary (cont.)
14.8Educating patients prior to surgery is vital to a successful outcome through instructing them on proper procedures before surgery. The types of preoperative teaching methods are factual, sensory, and participatory.
14.9 Additional educational resources in the medical facility can consist of patient resource rooms and libraries, computer resources, and community resources that are provided by the office.
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Apprehension, uncertainty, waiting, expectation, fear of surprise, do a patient more harm than any exertion.
~ Florence Nightingale
End of Chapter 14