Y khoa - Dược - Chapter 7: Patient reception

7Patient Reception7.1 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.Learning OutcomesLearning 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.Introduction Patient reception areas First impressionSets the stage for successful interactionsDesign of the Reception AreaType of practiceSize and scheduleNumber of practitionersNumber of patients per dayPhysicians’ schedules Design of the Reception Area (cont.)Utilization of SpaceType of practiceAvoid overcrowdingHIPAA compliantDesign of the Reception Area (cont.)Décor Colors FabricCarpetFurnishingsChairs Arrangement of furnitureAdequate roomMaximum floor spaceWheelchairsPrivacyFurnishings (cont.)Specialty itemsArtificial plants AquariumsHeavy objectsRefreshment centersToys Other ConsiderationsLighting – bright but not glaringRoom temperatureMusicEducational/Entertainment MaterialsMagazines and booksCurrentVaried topicsAppeal to varied age groupsScreen for medical contentEducational/Entertainment Materials (cont.)Patient information packetsMedical Information – brochures and pamphletsPatient Information PacketEducational/Entertainment Materials (cont.)Bulletin boardChange format and content frequentlyTailor items to patient interestsTelevision and VideosRegular or satellite newsEntertainment stations VideosInformative healthcare videosAccommodating ChildrenApply your KnowledgeThe 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.Nice Job!The Importance of CleanlinessMaintain a high standard of cleanlinessHousekeeping Professional serviceOffice staffClean daily with emergency cleanups as neededHousekeepingTasksCheck throughout the daySpot-clean and straighten items EquipmentVacuums, mops, broomsTrash bags, cleaning solutions, rags, bucketsGloves Importance of Cleanliness (cont.)Cleaning stains – spot-clean spillsRemoving odorsGood ventilation systemDisinfectant or deodorizing spraysInfectious WasteHuman waste and tissueBody fluidsWaste such as needles, scalpels, dressingsProper cleaning and disposal are requiredA 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 KnowledgeANSWER: 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. SUPER!Office Access for AllParking arrangementsOn-street vs. off-street Free parking lots improve accessEntrancesClearly markedWide enough for wheelchairs and walkersSafety and SecurityBuilding exits – Clearly labeled “Exit” signsSmoke detectors – must sound an alarm by lawSecurity systems – valuable protection for medical recordsSpecial needs patientsRequire reasonable accommodationsConsiderations for Patients with Special NeedsAmericans with Disabilities Act – 1990 Federal civil rights act Forbids discrimination on the basis of physical or mental handicapProvides equal access and reasonable accommodation in several important areas, including employment, facilities, sports, and education.Americans with Disabilities Act (cont.)Older Americans Act of 1965Eliminate discrimination against the elderlyGuarantees elderly citizens the best possible healthcareSpecial SituationsPatients from diverse cultural backgroundsProvide reading material in languages of cultures servedDecorate the office for culturally diverse holidaysPost signs that are in languages of cultures servedSpecial Situations (cont.)Patients who are highly contagiousProtect other patientsSeparate from other patients in reception areaApply Your KnowledgeIt 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.Preventing Injury in the Front OfficePhysical tasksRepetitive movement injuriesApply Your KnowledgeAs a medical assistant working in the front office, you are responsible for making appointments and data entry into the EHR. You begin to experience tingling and numbness in your hands. What might this be and what is it caused by?ANSWER: It is probably carpal tunnel syndrome and it is a repetitive motion injury probably from using the keyboard for long periods at a time.Good Answer!Functions of the Reception StaffFunctions GreetRegisterDirectAnswer phoneFirst impression of office staffPatient Registration and HIPAAPatient registration –may not include reason for visitForms New vs. established patientScan or copy insurance card and picture identifierNotify clinical sidePatient Registration and HIPAA (cont.)PaymentCo-paymentNo third-party checksFollow-up and referral appointmentsObservation and UpdatesObserve waiting patientsAddress spills, trash, and any potential hazardsTraffic controlKeep patients updated about wait timeThe Red Flags RuleMedical identity theftPrograms to detect the warning signs, or red flags, of identity theftCompliance if they fall into one or both categoriesCreditors Covered accountThe Red Flags Rule (cont.)Red flagsSuspicious documentsSuspicious personal identifying informationSuspicious activities Notification of identity theftIdentity Theft Prevention ProgramPrevention—implementing sound electronic and other security systems Detection—staff training and electronic “red flagging” Mitigation—ensuring medical records are not co-mingledApply Your KnowledgeANSWER: To prevent medical identify theft.Why is it important to verify a patient’s identification using a photo id?Opening and Closing the OfficeBeginning the dayArrive earlyEnsure safetyCheck that specimens were picked upCheck answering service or voice mailTurn on fax Make coffee Opening and Closing the Office (cont.)Ending the dayTurn off equipmentSecure all patient information Check supplies in exam roomsEnsure reception area is neatOpening and Closing the Office (cont.)Ending the dayNotify answering serviceBe sure specimens are in container for pick-upBe alert when leaving officeApply 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.In Summary7.1 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. In Summary (cont.)7.2 Housekeeping tasks for the reception area  include: overseeing the professional cleaning staffkeeping 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 standardsIn 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.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.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 activitynotification of identity theft by patients or staff.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.End of Chapter 7Creativity 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)