After completing this chapter, students will be able to: List the design items to be considered when setting up an office reception area, describe the housekeeping tasks required to keep the reception area neat and clean, describe the Americans with Disabilities and Older American Acts and how these acts have helped to make physical access to the medical office easier for all patients,...
CHAPTER Patient Reception 7-2 Learning Outcomes 7.1 List the design items to be considered when setting up an office reception area 7.2 Describe the housekeeping tasks required to keep the reception area neat and clean 7.3 Describe the Americans with Disabilities and Older American Acts and how these acts have helped to make physical access to the medical office easier for all patients 7-3 Learning Outcomes (cont.) 7.4 Articulate the cause of most injuries to medical office workers and the four body areas where they occur 7.5 Explain the Red Flags Rule, giving the four red flags that the reception staff should be alert to 7.6 Implement policies and procedures for opening and closing the office 7-4 Introduction • Patient reception areas – First impression – Sets the stage for successful interactions 7-5 Design of the Reception Area • Type of practice • Size and schedule – Number of practitioners – Number of patients per day – Physicians’ schedules 7-6 Design of the Reception Area (cont.) • Utilization of Space – Type of practice – Avoid overcrowding – HIPAA compliant 7-7 Design of the Reception Area (cont.) • Décor – Colors – Fabric – Carpet 7-8 Furnishings • Chairs • Arrangement of furniture – Adequate room – Maximum floor space – Wheelchairs – Privacy 7-9 Furnishings (cont.) • Specialty items – Artificial plants – Aquariums – Heavy objects – Refreshment centers – Toys 7-10 Other Considerations • Lighting – bright but not glaring • Room temperature • Music 7-36 The Red Flags Rule • Medical identity theft • Programs to detect the warning signs, or red flags, of identity theft • Compliance if they fall into one or both categories – Creditors – Covered account 7-37 The Red Flags Rule (cont.) • Red flags – Suspicious documents – Suspicious personal identifying information – Suspicious activities – Notification of identity theft 7-38 Identity Theft Prevention Program Prevention—implementing sound electronic and other security systems Detection—staff training and electronic “red flagging” Mitigation—ensuring medical records are not co-mingled 7-39 Apply Your Knowledge Why is it important to verify a patient’s identification using a photo id? ANSWER: To prevent medical identify theft 7-40 Opening and Closing the Office • Beginning the day – Arrive early – Ensure safety – Check that specimens were picked up – Check answering service or voice mail – Turn on fax – Make coffee 7-41 Opening and Closing the Office (cont.) • Ending the day – Turn off equipment – Secure all patient information – Check supplies in exam rooms – Ensure reception area is neat 7-42 Opening and Closing the Office (cont.) • Ending the day – Notify answering service – Be sure specimens are in container for pick-up – Be alert when leaving office 7-43 Apply Your Knowledge What safety precautions should you take if you are responsible for opening and closing a medical office? ANSWER: Be alert for unusual activity when entering or exiting the building Do not completely turn your back when locking or unlocking the door If you feel uncomfortable, notify security or have another staff member open and close with you 7-44 In Summary 7.1 The size of the space and the schedule of the physicians must be considered first The décor should suit the practice type Furnishings should be comfortable and easy to clean Lighting should be appropriately bright Accessories should complement the décor, but not make the room feel cluttered Current magazines and other reading materials of multiple topics should be available to entertain and inform the patient TV and/or informational DVDs may also be played 7-45 In Summary (cont.) 7.2 Housekeeping tasks for the reception area include: – – – – – – – overseeing the professional cleaning staff keeping everything in its place; disposing of trash; preventing visible dust and dirt on surfaces; spot cleaning areas that become soiled; disinfecting areas exposed to body fluids; handling items with care Follow OSHA guidelines and post standards 7-46 In Summary (cont.) 7.3 The American with Disabilities Act, and the Older Americans Act, both prevent discrimination based solely on a person’s physical or mental disability or age Both of these acts mandate accessibility 7-47 In Summary (cont.) 7.4 Most office-related injuries are those associated with repetitive motions, like typing, lifting, bending, stooping, and sitting Common injuries or conditions involve the forearm, wrist, hand, and back 7-48 In Summary (cont.) 7.5 The Red Flags Rule was enacted to detect medical identity theft The four red flags that all medical staff, particularly reception staff, should be alert to are – suspicious documents, – suspicious personal identifying information, – suspicious activity – notification of identity theft by patients or staff 7-49 In Summary (cont.) 7.6 Maintaining specific policies and procedures for opening and closing the office ensures the necessary tasks are completed daily in a uniform manner This results in an efficient and prepared medical office each day 7-50 End of Chapter Creativity 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) ... alert to 7. 6 Implement policies and procedures for opening and closing the office 7- 4 Introduction • Patient reception areas – First impression – Sets the stage for successful interactions 7- 5 Design... and clean 7. 3 Describe the Americans with Disabilities and Older American Acts and how these acts have helped to make physical access to the medical office easier for all patients 7- 3 Learning.. .7- 2 Learning Outcomes 7. 1 List the design items to be considered when setting up an office reception area 7. 2 Describe the housekeeping tasks required to keep the reception area neat and