Patient Reception

1. 13 Patient Reception

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 First Impression • The reception area • Creates an impression of whether the practice is successful or outdated • Windows are not soundproof • Minimize noise and conversation behind them • Avoid the term “waiting room”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

9. 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. 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. 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. 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 – use OSHA guidelines • 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 are 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. 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

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

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

25. Keeping Patients Occupied and Informed 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

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 articles so the office staff is aware of the information. Nice Job!

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

28. 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 Americans with Disabilities Act – 1990

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

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

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

32. 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!

33. 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. In Summary

34. 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. In Summary (cont.)

35. 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. In Summary (cont.)

36. 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. In Summary (cont.)

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)