PowerPoint® presentation to accompany: Medical Assisting Third Edition Booth, Whicker, Wyman, Pugh, Thompson

1. Chapter 13 Patient Reception Area PowerPoint® presentation to accompany: Medical Assisting Third Edition Booth, Whicker, Wyman, Pugh, Thompson

2. Learning Outcomes 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.

3. 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.

4. 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.

5. Introduction • Patient reception areas • Inviting and functional • Special needs of disabled patients • Pleasant and well-planned • Successful interaction between patient, doctor, and other medical staff

6. First Impression • The reception area • Creates an impression of whether the practice is successful or outdated • Windows are not soundproof • Minimize noise and conversation behind them • Avoid the term “waiting room”

7. First Impression: 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

8. 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 Choose music based on patient population First Impression: Reception Area

9. First Impression: Decor Specialty Items Colors and Fabrics • 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.

10. First Impression: Furniture • Seating • Firm, comfortable, safe, and easy to get in and out of • Washable, fireproof fabric • Should contrast with the carpet color • Prevent accidental falls • Sufficient to accommodate the number of patients, family members, and friends during a 2-hour time period

11. First Impression: 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

12. First Impression: 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

13. Apply Your Knowledge ANSWER: 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. 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? Correct! • Yes • No

14. The Importance of Cleanliness • Maintain a high standard of cleanliness • Housekeeping • Professional service • May need to leave detailed instructions • Office staff • Use appropriate antibacterial agents and vacuum • Clean daily with emergency cleanups as needed

15. 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

16. The Importance of Cleanliness (cont.) • 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

17. The Importance of Cleanliness (cont.) • Infectious waste • Vomit and blood are infectious wastes • Proper cleaning and disposal is 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

18. Apply Your Knowledge 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? 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. SUPER!

19. The Physical Components • Office access • Parking arrangements • On-street vs. off-street • Free parking lots improve access • Well-lit • Entrances • Clearly marked • Wide enough to accommodate wheelchairs and walkers

20. 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 the system

21. 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!

22. Keeping Patients Occupied and Informed PATIENT INFORMATION PACKETS MEDICAL INFORMATION BULLETIN BOARD MAGAZINES AND BOOKS Select reading materials for both adults and younger children that may be of interest to them. Publications should be screened for medical content. • Office informational packets can inform patients about • The physicians in the medical practice • Billing practices • Insurance processing practices • Medical 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 • Interesting design with bright colors and bold headlines • Bulletin Board Tips • Change at intervals • Do not allow the board to become cluttered • Tailor to patient interest • Display current information • Remove outdated materials as soon as possible Reading Materials

23. Keeping Patients Occupied and Informed (cont.) Television and Videotapes • More common in reception areas • Informative health videos Items for Children • Toys, videos, and books • Avoid balls, jump ropes, and other toys that are disruptive • All toys should be easy to clean  avoid stuffed animals

24. Apply your Knowledge The medical assistant is responsible for putting reading material, including medical information such as brochures and pamphlets, in the reception area. What should the medical assistant do so? 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!

25. Patients with Special Needs • Differently abled • Patients who are born with or acquire a condition that limits or changes abilities • Require special accommodations to perform tasks

26. Patients with Special Needs (cont.) • Federal civil rights act • Prevents discrimination of differently abled individuals with physical or mental handicaps • 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 Americans with Disabilities Act

27. Patients with Special Needs (cont.) • 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 Older Americans Act of 1965

28. Patients with Special Needs (cont.) • 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

29. Patients with Special Needs (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

30. Apply Your Knowledge ANSWER: 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? • Speak louder and slower and ask each question of the patient. • Take the patient to a private area if possible to protect his/her medical information. • Question the person accompanying the patient instead of the patient. Excellent!

31. In Summary Reception Area Appearance = immediate and lasting impression Temperature, lighting, décor, and cleanliness = perception of practice Well-planned and pleasant = comfortable experience Special accommodations = welcoming environment

32. 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)