© 2009 the mcgraw-hill companies, inc. all rights reserved 13-1 patient reception area powerpoint®...

13-1

© 2009 The McGraw-Hill Companies, Inc. All rights reserved

Patient Reception AreaPowerPoint® presentation to accompany:

Medical AssistingThird Edition

Booth, Whicker, Wyman, Pugh, Thompson

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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

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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.

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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.

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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

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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practice is successful or outdated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”

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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

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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

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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.

First Impression: Decor

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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

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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

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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

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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.

ANSWER: Correct!

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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

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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

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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


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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


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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.

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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

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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

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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!

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Keeping Patients Occupied and Informed

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.

PATIENT INFORMATION PACKETS

Office informational packets can inform patients about The physicians in the medical practice Billing practices Insurance processing practices

MEDICAL INFORMATION

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

BULLETIN BOARD

Interesting design with bright colors and bold headlines

Bulletin Board Tips

Change at intervals Do not allow the board to become clutteredTailor to patient interestDisplay current information Remove outdated materials as soon as possible

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Keeping Patients Occupied and Informed (cont.)

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

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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.

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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

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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

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Older AmericansAct 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

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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

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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

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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?


ANSWER:

Excellent!

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In Summary

Reception Area

Well-planned and pleasant = comfortable

experience

Special accommodations = welcoming environment

Appearance = immediate and

lasting impression

Temperature, lighting, décor, and cleanliness

= perception of practice

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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)

© 2009 the mcgraw-hill companies, inc. all rights reserved 13-1 patient reception area powerpoint®...

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