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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.

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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

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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

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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The reception area creates an impression of whether the practice is successful or outdated.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

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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.)

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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

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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

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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

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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.)

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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.)

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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

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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.

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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.

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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.

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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.

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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

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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

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End of Chapter