CHAPTER 13 Patient Reception © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-2 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-3 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-4 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-5 Introduction • Patient reception areas – Inviting and functional – Special needs of disabled patients – Pleasant and wellplanned • Successful interaction between patient, doctor, and other medical staff © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-6 First Impression • The reception area – Creates an impression of whether the practice is successful or outdated – Windows are not soundproof • Minimize noise and conversation behind them – Avoid the term “waiting room” © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-7 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-8 Reception Area (cont.) • Room temperature – Average comfortable temperature • Music – calming and soothing in background – If room is too cold or too hot, wait seems longer than it is – Geriatric practice • Warmer © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-9 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-10 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-23 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-24 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-25 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-26 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 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-27 Patients with Special Needs • Patients who are born with or acquire a condition that limits or changes abilities • Require special accommodations to perform tasks © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-28 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-29 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-30 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-31 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-32 Apply Your Knowledge 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? ANSWER: 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 Excellent! C Question the person accompanying the patient instead of the patient © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-33 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-34 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-35 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-36 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13-37 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) © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed [...]... ed 13- 22 Reading Materials • 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 – Remove outdated materials © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13- 23 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13- 24 Reading Materials (cont.) • Bulletin board – Change at intervals – Do not.. .13- 11 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13- 12 Furniture (cont.) • Accommodating children – Child-size chairs and play... improve access – Well-lit – Entrances • Clearly marked • Wide enough to accommodate wheelchairs and walkers © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13- 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... ed 13- 26 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. .. rights reserv ed 13- 27 Patients with Special Needs • Patients who are born with or acquire a condition that limits or changes abilities • Require special accommodations to perform tasks © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13- 28 Americans with Disabilities Act – 1990 • Federal civil rights act – Prevents discrimination against individuals with special needs – Forbids discrimination... 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13- 30 Special Situations • Patients from diverse cultural backgrounds – Reception area – reflecting aspects of other cultures • Providing reading... 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13- 34 In Summary (cont.) 13. 4 OSHA requires that a medical. .. 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13- 35 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... 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 © 2011 T he McGraw -Hill Com panie s, Inc A ll rights reserv ed 13- 36 In Summary (cont.) 13. 8 Modifications to a patient reception area for patients with special needs will allow