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Administrative medical assisting 5th by lindh chapter10

Chapter 10

Creating the Facility Environment

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Creating a Welcoming Environment
• Tangible elements: lighting, color
choice, furniture arrangement
• Intangible: administrative medical
assistant’s greeting and attitude
• Convenience of access and privacy
• Attention to safety, prevention of
hazards, response to emergency
situations
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.



The Reception Area
• Should be a
welcoming,
warm
environment
that can make
patients feel
secure and
comfortable

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


The Reception Area
• Place of reception, not a “waiting room”
• Adequate and comfortable seating
• Reception area should accommodate:
– 1 hour’s patients per provider and friend or relative
who may accompany each patient
– 2.5 seats in reception area for each examination
room

• Environment that enhances patient
comfort
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


The Reception Area
• The receptionist





Positive “We can help you” attitude
Smile for each patient
Genuine “We care about you” personality
Telephone prioritization, retrieves records, greets


patients, presents bills, makes appointments, logs
data into computer

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


The Reception Area
• The receptionist
– Monitors children who may be disrupting patients
– Maintains tidiness of reception area
– Notifies patients of delay tactfully and graciously

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


The Reception Area
• Cultural considerations
– Impact on amount of space necessary for
reception area
– Many people do not like to face other patients in
reception area; prefer anonymity
– Middle Eastern and Latin cultures encourage
closeness and touching
– Some people do not like to be touched by
strangers

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


The Reception Area
• When children are patients
– Children’s area helpful
– Special table and chairs for children; interactive
toys
– Pediatric facility might consider a theme for its
design

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


The Reception Area

• If clinic sees children, a safe, clean, colorful
children’s area is a must
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


The Reception Area
• Education in the reception area
– Providers place educational materials for patients
in reception area
– Patient information brochure
– Educational material presented in media form on
television screen

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Clinic Design and Environment
• Ventilation and infection control
– Air filters (HEPA), airflow direction, air pressure
are critical elements to reducing airborne infection
– Surface cleaning and use of alcohol-based handrub dispensers
– Face masks recommended when patient may
have respiratory infection

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Clinic Design and Environment
• Lighting
– Sunlight boosts serotonin; helps to lessen pain
and depression
– Images of nature or nature itself
– Provide as much peace and relaxation as possible
to reduce stress and healing
– Ceiling can lights and lamps provide ample light  

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Clinic Design and Environment
• Clinic environments,
are places persons
who are ill gather for
support, diagnosis,
healing
• Goal in medical care
should be to
empower patient
with as much control
as possible
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Clinic Design and Environment
• Nature, music, water, and color
– Floor-to-ceiling windows that overlook garden of
plants, trees, flowers as well as a waterfall or pool
– Built-in aquarium
– Music, melodious tunes, water sounds
– Use of cool or warm colors

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Clinic Design and Environment
• Windows to garden area or cascading water
may be seen in some facilities

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Clinic Design and Environment
• Noise reduction
– Sound-absorbing ceiling tiles and surfaces help
reduce clinic noise
– Telephone system that produce pleasing chime
– Staff voices that are muted and pleasant
– Fabric and texture of draperies, upholstery, carpet

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Legal Compliance in the Facility
• HIPAA
– HIPAA compliance for protecting patient
information and privacy
– Mandates certain building features
– Privacy implies patient’s conversation cannot be
overheard in any other part of facility
– Examination room privacy especially important

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Legal Compliance in the Facility
• Americans with Disabilities Act (ADA)
– Passed by U.S. Congress in 1990
– Comprehensive national mandate to end
discrimination against individuals with disabilities
– Accessibility for all patients in all settings
important
– Doors and hallways must accommodate
wheelchair
– Bathroom facility available for handicapped
individuals
– Elevators provided if facility more than one level
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Creating a Safe Environment
• On regular basis, safety inspection
made of all areas of facility
• Adherence to building ADA compliance
• Exit signs clearly indicated and easily
seen
• Restrooms have safety bars and pull
cord
• All floors nonslippery; spills promptly
cleaned and dried
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Safety
• Evacuation procedures
– Carefully identified procedures
– Close clinic facility for period of threat
– Check of every examination room, restroom,
procedure area
– Turn off oxygen or compressed gas systems
– Never use elevators; always stairs

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Safety
• Emergency codes








Code  Red: fire emergency  
Code Blue: adult medical emergency
Code Pink: infant/child abduction
Code Gray: combative individual/assault
Code Green: bomb threat
Code Yellow: hazardous material spill
Code White: evacuation necessary

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Safety
• Fire safety
– Evacuation considered unless fire quickly
contained without threat to others
– Employees must know where fire alarms are
located and how activated
– Personnel receive training on use of fire
extinguisher

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Safety
• Fire safety
– RACE






Remove patients and personnel
Activate the Alarm
Contain the fire
Extinguish with fire extinguisher
Evacuate as necessary

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Safety
• Fire extinguisher safety
– Checked periodically to make certain pressure at
appropriate level
– Readily visible
– Dry chemical extinguishers shaken monthly
– Replace immediately after use

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Safety
• Response to natural disaster or
emergency
– Know what to do and be prepared
– http://www.ready.gov/are-you-ready-guide
– What to do if there is no access to food, water,
electricity for some time
– Two places for family members to meet
– How you will communicate with and reach others
– Have disaster kit ready

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


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