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: – 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 not like to face other patients in reception area; prefer anonymity – Middle Eastern and Latin cultures encourage closeness and touching – Some people 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 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 and be prepared – http://www.ready.gov/are-you-ready-guide – What to 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 Safety • Medical assistant’s response to disaster preparedness  – Perform emergency first aid and CPR – Function in calm, yet “take control” manner © 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 Opening the Facility • Everything should be in readiness • Visual check of each room – – – – – Comfortable temperature Well organized Pleasantly illuminated Spotless Equipment 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 Opening the Facility • Schedule of day’s activities • Review and retrieve patient charts for day Check answering service or machine â 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 Closing the Facility • • • • Check each room Secure all doors and windows Shut down all equipment Secure confidential materials and records in locked cabinets Comply with Controlled Substances Act â 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 Closing the Facility • Prepare day’s receipts and bank deposit • Consult local law enforcement officers for security measures • Notify answering service office closed and where and how to contact medical staff in case of emergency © 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 Future Environment for Ambulatory Care • Patients 85 years or older with multiple chronic conditions will greatly increase over the next few years • By 2020, 40% of provider’s time will be treating members of aging population • Primary care providers willing to take new patients 65 years and older must increase • Family members of elderly adult will have increasing presence in care of their parents © 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 Future Environment for Ambulatory Care • Elder adults’ frustration with medical care can be lessened – Provide clear/concise written instructions – Create environment allowing ease of movement from one department to another – Make certain patients understand prescription instructions and directions – Remind patients of when they are to report back to provider for follow-up © 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 Future Environment for Ambulatory Care • American Medical Association (AMA) predicts within years, 50% of providers will treat patients through online methods • Patients becoming astute consumers © 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 ... Environment • Tangible elements: lighting, color choice, furniture arrangement • Intangible: administrative medical assistant’s greeting and attitude • Convenience of access and privacy • Attention... Eastern and Latin cultures encourage closeness and touching – Some people not like to be touched by strangers © 2014 Cengage Learning All Rights Reserved May not be scanned, copied or duplicated,... 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