Chapter 13 - Patient reception area. This chapter describes the patient reception area. As you look at the reception area and patient bathrooms through the eyes of patient needs, you begin to see ways to make the rooms both inviting and functional. Additionally, you will learn about the special needs of disabled patients. Well-planned and pleasant surroundings can do much to set the stage for a successful interaction between the patient and the doctor and other medical staff.
PowerPoint® to accompany Medical Assisting Chapter 13 Second Edition Ramutkowski Booth Pugh Thompson Whicker Copyright © The McGraw-Hill Companies, Inc Permission required for reproduction or display Patient Reception Area Objectives 131 Identify the elements that are important in a patient reception area 132 Discuss ways to determine what furniture is necessary for a patient reception area and how it should be arranged? 133 List the housekeeping tasks and equipment needed for this area of the office 134 Summarize the OSHA regulations that pertain to a patient reception area Patient Reception Area Objectives (cont.) 135 List the types of reading material appropriate to a patient reception area 136 Describe how modifications to a reception area can accommodate patients with special needs 136 Identify special situations that can affect the arrangement of a reception area Patient Reception Area Lighting Music The reception area creates an impression of whether the Use fairly bright Music should practice is successful or outdated lighting in this be calming area and soothing Room Temperature First Reception Impressions Area Average comfortable temperature Patient Reception Area (cont.) 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.) Arranging Furniture Allow maximum floor space and patient comfort Accommodating Children Childsize chairs and play furniture are needed in pediatric offices A separate waiting room for well and sick or contagious children Ensuring Privacy Placing chairs in corners allows some privacy Interim rooms are great space for private discussions with patients Apply Your Knowledge Answer 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? A. Yes B. No 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 The Importance of Cleanliness 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 (cont.) 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.) 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 10 Apply Your Knowledge Answer 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? 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 11 The Physical Components Office Access Parking Arrangements Safety and Security Must be easy to identify Must be wide enough to accommodate wheelchairs and walkers. Building Exits Free parking lots improve access to the office Entrances Smoke Detectors It is best to have at least two exits Illuminated red “Exit” signs are required The law requires that smoke detectors that sound an alarm be present in offices Security Systems A security alarm system offers valuable protection 12 Keeping Patients Occupied and Informed PATIENT INFORMATION PACKETS MAGAZINES AND BOOKS BULLETIN BOARD MEDICAL INFORMATION Select reading materials for both Office informational packets can Bulletin boards with bright colors and bold headings attract Medical brochures are also commonly found adults and younger children that inform patients about the medical readers. in the reception area. may be of interest to them practice physicians, billing practices Bulletin Board TIPS It is important to read medical brochures and and insurance processing practices. • Do not allow the board to become cluttered validate their accuracy before placing them in • Display current information such as nutritional guidelines. the reception area Pamphlets or flyers from nonprofit healthcare organizations may be posted • Place extra copies so patients can take one home if possible. 13 Keeping Patients Occupied and Informed (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 14 Patients with Special Needs Some patients will require special accommodations due to conditions that limit or change their abilities This act ensures that elderly patients This is a federal civil rights act that prevents receive the best possible health care discrimination of differently abled individuals with Older Americans regardless of their ability to pay physical or mental handicaps Americans With Offices that serve elderly patients Medical offices must be able to Act of 1965 Disabilities Act must be sensitive to their special accommodate the special needs of clients by needs providing: • Provide chairs that make it easy for the elderly • additional space in waiting rooms patient to use • making provisions for patients with visual • Provide reading materials with large print and/or hearing impairments • Be sure reception areas and restrooms are well lit 15 Special Situations PATIENTS FROM DIVERSE CULTURAL BACKGROUNDS PATIENTS WHO ARE HIGHLY CONTAGIOUS To protect patients, especially those who Patients will feel more comfortable if they enter a reception are immunocompromised from exposure area that reflects aspects of their culture such as: to highly contagious conditions, the contagious patient should be separated Providing reading material in both Spanish and English from other patients in the reception area Decorating the office for culturally diverse holidays Posting signs that are in a second language 16 Apply Your Knowledge Answer 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? 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 17 End of Chapter 18 ... 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? A Speak louder and slower and ask each question of the ... Bulletin boards with bright colors and bold headings attract Medical brochures are also commonly found adults and younger children that inform patients about the medical readers. in the reception area. ... 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?