Post on 16-Jan-2016
PROFESSOR DANIEL
Versatile profession Employment is available in a variety of
settings
The MA is a valuable part of the health care team
Community colleges, junior colleges, and proprietary schools
Requirements are based on entry-level MA responsibilities in the medical office
Accredited programs have administrative and clinical courses and a practicum
Bachelor’s degree programs available
Empathy Attitude Dependability Initiative Flexibility Desire to learn Physical attributes Ability to communicate Ethical behavior
Medical assistants are not licensed◦ Medicine and nursing are licensed professions
Medical assistants are allowed to perform clinical procedures under physician’s or other licensed health care practitioner’s supervision◦ In some states, authorization is required for some
procedures◦ AAMA lists which procedures medical assistants
can perform
Individual and group medical practices◦ Individual practices
Also called the solo practice One primary provider sees and treats patients One provider responsible for all costs
Individual and group medical practices◦ Group practices
Two or more providers share costs Providers consult each other Patients may request same provider for all
appointments Ensures there is always a provider on call About 68% of providers practice in a group
Urgent care centers◦ Usually private, for-profit centers◦ Provide primary care, treat routine injuries and
illnesses, and perform minor surgery◦ Providers are often salaried employees◦ See higher volume of patients, usually for a lower
cost than hospital emergency room
Managed care operations◦ Health maintenance organizations (HMOs) provide
full range of services under one roof◦ Preferred provider organization (PPO) is a
physician’s network◦ Independent physician association (IPA) treats
patients for an agreed-upon fee
Boutique or Concierge Medical Practice ◦ Sought by patients discouraged with insurance
reimbursement◦ Provides immediate access to provider 24/7◦ Convenient, unhurried appointments◦ Unlimited email, fax, phone consultations◦ Home/work visits as needed◦ Coordination of any specialist referrals◦ Set fee for services required for the exclusive service
Performs both administrative and clinical functions◦ Receptionist, secretary, office manager, bookkeeper,
patient educator, insurance coder and biller, etc.◦ Screens patients when scheduling appointments
Maintains a positive attitude Functions under supervision of
professionals The chapter references other professions The course home page has video’s for you
As communicator and liaison between physician, patient, hospital staff, etc.
First to come in contact with the patient◦ Directs, informs, and guides patient
Foundation for all patient care Therapeutic communication skills create
feelings of comfort for patients
Involves two or more individuals exchanging information
Involves sending and receiving messages
The sender begins cycle by encoding message The message delivered via a channel or mode
of communication Speaking Listening Gestures or body language Writing
The receiver must decode the meaning of the message
Feedback takes place after receiver has decoded message sent by sender
Listening skills◦ Active listening involves verifying message from
sender◦ Received message is sent back to sender worded
slightly differently Takes place when message is spoken Sender and receiver must apply same
meaning to spoken words
The five Cs of communication◦ Complete◦ Clear
Eye contact enhances clarity Articulate and enunciate Time to process message Message must be heard
◦ Concise◦ Cohesive◦ Courteous
Good communication skills help establish rapport with patients◦ Call patients by full name◦ Encourage patients to verbalize feelings◦ Give technical information to patients clearly
Allow patients to make practical application to their health needs
Body language◦ Unconscious body movements, gestures, and facial
expressions Body Language
◦ Expressions that accompany speech◦ Kinesics is study of body language◦ Body language learned first◦ Body language influenced by primary caregivers
and culture
Feelings and emotions are communicated through nonverbal means◦ 70% of language is nonverbal◦ Tone of voice communicates 23% of message◦ Spoken word communicates 7% of message
Facial expression◦ Eyes reflect feelings◦ Staring is invasion of privacy◦ Cultural influences affect facial expressions
Personal space◦ Comfortable personal space◦ Handled differently by various cultures◦ Explain procedures that will be invasive
Posture◦ Relates to position of body or parts of body◦ Involves at least half the body
Position◦ Face-to-face communication◦ Should enable observation of verbal and
nonverbal cues
Gestures and mannerisms◦ “Talk” with hands◦ Enhances spoken word
Touch◦ Appropriate touch is therapeutic◦ Not all patients are comfortable with touch
Verbal and nonverbal messages must agree The meaning of mixed messages Clustering groups of nonverbal messages Masking conceals true feeling or message Perception
◦ Conscious awareness of one’s own feelings and the feelings of others
◦ Sense another’s attitudes, moods, and feelings◦ Follow perceived assessments with verbal
validation◦ Easily misinterpreted
Age and gender barriers Economic barriers Education and life experience barriers Bias and prejudice barriers Verbal roadblocks to therapeutic
communication
Regression Denial Repression Projection Sublimation Displacement Compensation Rationalization Undoing Barriers caused by cultural and religious
diversity◦ Caregiving expectations◦ Time focus