CHAPTER 7 Patient Reception 7-2 7.1 List the design items to be considered when setting up an office...

CHAPTER

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7Patient Reception

7.1 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 Outcomes

Learning 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 impression

– Sets the stage for successful interactions

Design of the Reception Area

• Type of practice

• Size and schedule

– Number of practitioners

– Number of patients per day

– Physicians’ schedules

Design of the Reception Area (cont.)

• Utilization of Space

– Type of practice

– Avoid overcrowding

– HIPAA compliant

Design of the Reception Area (cont.)

• Décor

– Colors

– Fabric

– Carpet

Furnishings

• Chairs

• Arrangement of furniture

– Adequate room

– Maximum floor space

– Wheelchairs

– Privacy

Furnishings (cont.)

• Specialty items

– Artificial plants

– Aquariums

– Heavy objects

– Refreshment centers

– Toys

Other Considerations• Lighting – bright but not glaring

• Room temperature

• Music

Educational/Entertainment Materials

• Magazines and books

– Current

– Varied topics

– Appeal to varied age groups

– Screen for medical content

Educational/Entertainment Materials (cont.)

• Patient information packets

• Medical Information – brochures and pamphlets

Patient Information Packet

Educational/Entertainment Materials (cont.)

• Bulletin board– Change format and

content frequently

– Tailor items to patient interests

• Television and Videos– Regular or satellite

news– Entertainment stations

– Videos

– Informative healthcare videos

Accommodating Children

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.

The Importance of Cleanliness

• Maintain a high standard of cleanliness

• Housekeeping

– Professional service

– Office staff

– Clean daily with emergency cleanups as needed

Housekeeping

• Tasks

– Check throughout the day

– Spot-clean and straighten items

• Equipment

– Vacuums, mops, brooms

– Trash bags, cleaning solutions, rags, buckets

– Gloves

Importance of Cleanliness (cont.)

• Cleaning stains – spot-clean spills

• Removing odors‒ Good ventilation system‒ Disinfectant or deodorizing sprays

Infectious Waste

• Human waste and tissue

• Body fluids

• Waste such as needles, scalpels, dressings

• Proper cleaning and disposal are required

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?

Apply Your Knowledge

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.

Office Access for All

• Parking arrangements– On-street vs. off-street – Free parking lots improve

access

• Entrances– Clearly marked– Wide enough for wheelchairs

and walkers

Safety and Security• Building exits – Clearly labeled

“Exit” signs

• Smoke detectors – must sound an alarm by law

• Security systems – valuable protection for medical records

• Special needs patients

• Require reasonable accommodations

Considerations for Patients with Special Needs

Americans with Disabilities Act – 1990 • Federal civil rights act

– Forbids discrimination on the basis of physical or mental handicap

– Provides equal access and reasonable accommodation in several important areas, including employment, facilities, sports, and education.

Americans with Disabilities Act (cont.)

Older Americans Act of 1965

•Eliminate discrimination against the elderly

•Guarantees elderly citizens the best possible healthcare

Special Situations

• Patients from diverse cultural backgrounds

– Provide reading material in languages of cultures served

– Decorate the office for culturally diverse holidays

– Post signs that are in languages of cultures served

Special Situations (cont.)

• Patients who are highly contagious

– Protect other patients

– Separate from other patients in reception area

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.

Preventing Injury in the Front Office

• Physical tasks

• Repetitive movement injuries

As 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.

Functions of the Reception Staff

• Functions – Greet– Register– Direct– Answer phone

• First impression of office staff

Patient Registration and HIPAA

• Patient registration –may not include reason for visit

• Forms – New vs. established patient– Scan or copy insurance card and picture

identifier

• Notify clinical side

Patient Registration and HIPAA (cont.)

• Payment– Co-payment– No third-party checks

• Follow-up and referral appointments

Observation and Updates

• Observe waiting patients

• Address spills, trash, and any potential hazards

• Traffic control

• Keep patients updated about wait time

The Red Flags Rule

• Medical identity theft

• Programs to detect the warning signs, or red flags, of identity theft

• Compliance if they fall into one or both categories– Creditors – Covered account

The Red Flags Rule (cont.)

• Red flags

– Suspicious documents

– Suspicious personal identifying information

– Suspicious activities

– Notification of identity theft

Identity Theft Prevention Program

1. Prevention—implementing sound electronic and other security systems

2. Detection—staff training and electronic “red flagging”

3. Mitigation—ensuring medical records are not co-mingled

ANSWER: To prevent medical identify theft.

Why is it important to verify a patient’s identification using a photo id?

Opening and Closing the Office

• Beginning the day

– Arrive early

– Ensure safety

– Check that specimens were picked up

– Check answering service or voice mail

– Turn on fax

– Make coffee

Opening and Closing the Office (cont.)

• Ending the day

– Turn off equipment

– Secure all patient information

– Check supplies in exam rooms

– Ensure reception area is neat

Opening and Closing the Office (cont.)

• Ending the day

– Notify answering service

– Be sure specimens are in container for pick-up

– Be alert when leaving office

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 Summary

7.1 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 staff– keeping 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 standards

In 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 activity

– notification 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 7

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)

CHAPTER 7 Patient Reception 7-2 7.1 List the design items to be considered when setting up an office...

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