Lecture Medical assisting: Administrative and clinical procedures with anatomy and physiology (4e) – Chapter 14

14.2 Explain the role of the medical assistant in patient education.. Learning Outcomes cont.14.8 Explain the benefits of patient education prior to surgery, and identify types of preope

Patient Education

Learning Outcomes

14.1 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

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

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

– Lead others to their highest level of health

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

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

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!

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

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.)

Community-Assistance Directory

A valuable aid for referring patients to

appropriate agencies

Meals on Wheels

Day Care Centers Medical

Services

Printed Materials (cont.)

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

Apply Your Knowledge

A 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!

• 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

Good Nutrition Regular Exercise

Adequate Rest Healthy Habits

Protection from Injury

• Safety tips to prevent

– Do not change dosage – Do not mix

medications – Report unusual reactions

– Tell doctor about any OTC medications

Categorize each of the following behaviors as a

first, second, or third level of prevention

Apply Your Knowledge

Tuberculin skin testMonthly self-breast examAdopting healthy eating habitsAnnual mammograms

Bladder retraining programs

ANSWER:

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

• Introduction to the office

• Physician’s qualifications

• Description of the practice

• Introduction to the office staff

• Office hours

• Appointment schedulingThe Patient Information Packet (cont.)

• Other information

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

• 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

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!

Educating Patients with Special Needs

• Elderly patients

– Show respect

– Put information in writing

– Adjust procedures as needed when

limitations are present

Educating Patients with Special Needs (cont.)

• Patients with mental impairments

– Use tact and empathy

– Speak at the patient’s level of understanding

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.

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!

Patient Education Prior to Surgery

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.)

Factual Sensory Participatory

Informs patient of specific details about the procedure

and needed restrictions before and/or after surgery

Provides 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.)

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

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

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!

Additional Educational Resources

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.

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!

In Summary

14.1 Educated patients take a more active role in

their medical care Office personnel will spend less time on the telephone

14.2 Medical assistants play a vital role in patient

education because of their interaction with patients They can share vital information with their clients

14.3 Factors that affect teaching and learning

include patient ability to read and understand, patient educational needs, and teaching

materials available

In Summary (cont.)

14.4 The types of patient education materials that

are in medical offices are brochures, booklets, fact sheets, newsletters and community-

assistance directories

14.5 Patient education promotes healthy habits by

teaching patients the importance of developing healthy habits such as eating properly and exercising regularly

In Summary (cont.)

14.6 The 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

14.7 Educating patients with special needs takes

patience Approach each case separately and understand each patient’s situation and point

of view

In Summary (cont.)

14.8 Educating 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

Apprehension, uncertainty, waiting, expectation, fear of surprise, do a patient more harm than any exertion.

~ Florence Nightingale

End of Chapter 14