Lecture Medical assisting: Administrative and clinical procedures with anatomy and physiology (4e) – Chapter 13

13.8 Describe how modifications to a reception area can accommodate patients with special needs..  Use a group of colors that work well together  Consider the mood you want to crea

Patient Reception

13.1 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

Learning Outcomes

Learning Outcomes (cont.)

13.4 Summarize the OSHA regulations that pertain

to a patient reception area.

13.5 List the physical components associated with

a comfortable and accessible patient reception area.

13.6 List the physical components associated with

a safe and secure patient reception area.

Learning Outcomes (cont.)

13.7 List the types of reading material appropriate

to a patient reception area.

13.8 Describe how modifications to a reception

area can accommodate patients with special needs.

13.9 Identify special situations that can affect the

arrangement of a reception area.

• Successful interaction between patient,

doctor, and other medical staff

– Windows are not soundproof

• Minimize noise and conversation behind them

– Avoid the term “waiting

Reception Area

• Medical office information

– Business cards of all physicians in office

– General practice information

• Lighting

– Fairly bright

• Avoid trips

• Needed for reading

• Conveys impression of cleanliness

Reception Area (cont.)

• Room temperature

– Average comfortable

temperature

– If room is too cold or

too hot, wait seems longer than it is

– Geriatric practice

• Warmer

• Music – calming and soothing in background

 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

Decor

• Seating

– Firm, comfortable, safe, and

easy to get in and out of– Washable, fireproof fabric

– Should contrast with the

Furniture (cont.)

• Arranging furniture

– Allow maximum floor space

for patient comfort– 12 sq ft of space/person

• Ensuring privacy

– Placing chairs in corners

allows some privacy

– Interim rooms are great space for private

discussions with patients

Furniture (cont.)

• Accommodating

children

– Child-size chairs and

play furniture are needed in pediatric offices

– Separate reception

areas for well and sick

or contagious

children

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 30 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 Also, although “most”

patients are in this age group, not all are,

so this type of music is inappropriate for the reception area

The Importance of Cleanliness

• Maintain a high standard of cleanliness

• Housekeeping – use OSHA guidelines

The Importance of Cleanliness (cont.)

• Housekeeping

– Tasks

• Check throughout the day

• Spot-clean and straighten items – Equipment

• Vacuums, mops, brooms

• Trash bags, cleaning solutions, rags, buckets

• Gloves

 Cleaning stains

 Remove stains quickly by spot-cleaning spills

 Removing odors

 Odors are offensive in a doctor’s office

 Steps to minimize odors:

 Invest in a good ventilation system with charcoal filters

 Disinfectant and deodorant sprays are helpful

 Display “No Smoking” signs

 Infectious waste

 Vomit and blood are infectious wastes

 Proper cleaning and disposal are required

 OSHA regulations

 Regular cleaning of walls and floors

 Use of disinfectants to combat bacteria

 Broken glass must be disposed of using tongs or a brush

and dustpan

A patient is coming to see the physician because of

bleeding at the surgical site (right upper thigh) While the

patient is waiting in the reception area, the blood gets into

the chair cushion of the patient’s seat What should the

medical assistant do in this situation?

Apply Your Knowledge

ANSWER: Put on gloves and remove the chair from the

reception area immediately Special cleaning procedures

based on OSHA guidelines must be followed when handling

blood and body fluids

The Physical Components

The Physical Components (cont.)

• Safety and security

– Building exits

• Ideally, two exits to outside

• Clearly labeled with illuminated red

“Exit” signs– Smoke detectors

• Must sound an alarm by law

• Check routinely– Security systems

• Valuable protection

• Office staff should be familiar with

Apply Your Knowledge

It is not adequate simply to have smoke detectors in a

medical office What responsibility does the office staff have

related to smoke detectors?

ANSWER: Office staff must routinely check the smoke

detectors to be sure they are functioning properly and must

know what to do in the event the smoke detector alarm

sounds, i.e., how to evacuate patients safely from the

building.

Good Answer!

Reading Materials (cont.)

• Patient information packets

– The physicians in the medical practice

– Billing practices

– Insurance processing practices

• Medical Information – brochures and pamphlets

– Read and validate accuracy before placing them in

the reception area– Be aware of content and be prepared to answer

questions patients may ask after reading these items

Reading Materials (cont.)

• Bulletin board

– Change at intervals– Do not allow board to become cluttered

– Tailor information to patient interest

– Display current information and remove outdated materials as soon as possible

Keeping Patients Occupied and Informed

 More common in reception areas

 Informative health videos

 Toys, videos, and books

 Avoid balls, jump ropes, and other toys that are disruptive

 All toys should be easy to clean  avoid stuffed animals

Apply your Knowledge

The medical assistant is responsible for putting reading

material, including medical information such as brochures

and pamphlets, in the reception area How should the

medical assistant do this?

ANSWER: The medical assistant should review all materials

with medical information for validity before placing the items

in the reception area Magazines should be checked for

medical articles so the office staff is aware of the

information.

Patients with Special Needs

• Patients who are born with or acquire a

condition that limits or changes abilities

• Require special accommodations to perform tasks

Americans with Disabilities Act – 1990

• Federal civil rights act

– Prevents discrimination against individuals with

special needs– Forbids discrimination on the basis of physical or

mental handicap

• Medical offices must accommodate special

needs of clients by

– Providing additional space in waiting rooms

– Making provisions for patients with visual and/or

hearing impairments

Older Americans Act of 1965

• Ensures that elderly patients

receive the best possible

health care regardless of

ability to pay

• Offices must be sensitive to

the needs of elderly patients

– Chairs that are easy to get into

and out of – Reading materials with large

print – Good lighting in reception areas

and restrooms

Special Situations

• Patients from diverse cultural backgrounds

– Reception area – reflecting aspects of other

cultures

• Providing reading material in languages of cultures served

• Decorating the office for culturally diverse holidays

• Posting signs that are in languages of cultures served

Special Situations (cont.)

• Patients who are highly

contagious

– Protect other patients, especially those who are immunocompromised

– Separate from other patients

in reception area

• Take directly to an exam room

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 Question the person accompanying the patient instead of the

patient.

A patient who 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

ANSWER:

Excellent!

In Summary

13.1 The elements that are important in a patient

reception area include the furniture, patient information, décor, and lighting

13.2 Furniture in a patient reception area should be

firm, comfortable, safe, and easily accessible.

13.3 The housekeeping tasks include basic routine

cleaning The medical office may provide mops, brooms, and vacuums, or it may have a professional cleaning service.

In Summary (cont.)

13.4 OSHA requires that a medical office be

cleaned regularly using disinfectants to combat bacteria as a part of regular cleaning.

13.5 The physical components associated with

comfortable and accessible patient reception areas are good access to parking and

comfortable access to office entrances.

In Summary (cont.)

13.6 The physical components associated with a

safe and secure patient reception area are safety when exiting office, smoke detectors, and security systems within a medical facility.

13.7 Appropriate reading material for a patient

reception area includes magazines and books, patient information packets, medical information, and patient bulletin boards.

In Summary (cont.)

13.8 Modifications to a patient reception area for

patients with special needs will allow easier access to parking and entrances as well as prevent discrimination against special needs patients.

13.9 Special situations such as clients that are

highly contagious can have an impact on the reception area These patients should have a separate waiting area.

End of Chapter 13

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)