The five major categories of tasks performed by an administrative medical assistant are:
front desk, scheduling, janitorial duties, answering phones, sorting incoming mail
scheduling, answering phones, sorting mail, hiring personnel, greeting patients
front desk, scheduling, records management, administrative, and financial
scheduling, sorting mail, transcription, financial, and greeting patients
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Process mail, make copies, schedule appointments, prepare correspondence, handle telephone - patient triage calls, complete insurance forms, handle accounting/billing information, and greet patients and bring them into examination rooms.
Obtain initial patient intake information, prepare educational information for patients, medical file maintenance, ordering supplies, calling in prescriptions, arrange medical examining room instruments and equipment, purchase and maintain suppies and equipment, and keep waiting and examining rooms neat and clean.
Take medical histories, take vital signs, assist doctor with medical procedures, examining treatment procedures for patients, examining treatment procedures, and preparing patients for and assiting examination.
Collect and prepare laboratory specimens and sometimes perform basic laboratory tests, dispose of contaminated supplies, sterilize medical instruments, instruct patients about medications and special diets and prepare and administer medications, drug refills, telephoning prescriptions to a pharmacy, drawing blood, preparing patients for x-rays, take electocardiograms, remove sutures, and changing dressings.
Accurate, adaptable, flexible, conservative, courteous, dependable, empathetic, punctual, reliable, show focus for job at hand, pleasant personality, voice, friendly attitude, genuine liking and respect for people, genuine desire to help people, professional attitude, dress, and demeanor, independent problem solver, team player.
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Terms in this set (82)
A comment that large individuals are lazy is an example of a(n)
stereotype
Tiffany is constantly aware of whether there is __________ between her verbal message and her body language
congruence
What are some of the factors that contribute to a patient's first impression of a healthcare facility?
Some factors that contribute to a patient's first impression of a health care facility would include therapeutic communication skills and your compassion.
Define patient-centered care.
is an approach to planing, delivery, and evaluation of healthcare providers, patients, and families.
How can the medical assistant contribute to positive patient-centered care in a healthcare facility?
By navigating patients with education and care
What are the two types of verbal communication? Explain each and describe what methods can be used to deliver a verbal message.
There is oral communication when we express our thoughts with words, like through voicemail and telephone calls.
There is written communication which is such things as faxes and letters.
Describe two areas of concern when sending an e-mail or text message.
Patient confidentiality (sent to an approved email address an and there is no way to know whether they received the message. No abbreviations should be used.
Describe the significance of congruence between a verbal and non verbal message. How can you make sure the message you send to a patient or co-worker is congruent?
Since 90% of communication is nonverbal, your body language should have congruence with your verbal communication. It will effect the patient's therapeutic process if both verbal and non verbal do not seem similar.
Area Observed Observation
Breathing Patterns Rapid respiration, sighing, shallow
thoracic breathing
Indication
anxiety, bored or in pain
Area Observed Observation
Eye Patterns No eye contact, side to side
movement, looking down at hands
Indication
anxiety, distrust, embarrassed
Area
Observed Observation
Hands Tapping fingers, cracking knuckles,
continuous movement, sweaty
palms
Indication
fear, anxiety, worry
Area Observed Observation
Arm placement Folded across chest, wrapped
around abdomen
Indication
Anxiety, worry, fear, pain
Area Observed Observation
Leg placement Tension,
crossed and/or tucked
under, tapping foot, continuous
movement
Indication
anger, frustrated
Summarize five positive nonverbal behaviors that the medical assistant can use to enhance the patient's experience in the healthcare setting.
* Lean towards patient when gathering info.
* Use eye contact after. Be sensitive
* Do not invade personal spaces
*Observe
patient body language so you can respond.
*If your writing info make sure you continue to look at patients often.
Discuss five communication barriers that can result in misunderstanding of the medical assistant's message.
* Using medical terminology- you should adjust your vocabulary to the patient.
* Talking too much- not letting the patient speak.
* Language barrier - non-English speaking
patients
* Stereotyping- preconceived assumptions
* Physical impairment - vision, hearing
Explain how the following patient communication barriers might interfere with therapeutic communication in the healthcare setting:
Physical impairment
Vision or hearing problems will interfere with communication. Make sure you are facing patient for lip readers or speak slowly and louder for hard of hearing.
Explain how the following patient communication barriers might interfere with therapeutic communication in the healthcare setting:
Language
You may not understand the language and the patient may not speak English, so you may need a family member to translate your message so it can be understood by the patient.
Describe the meaning of stereotyping people and how it can affect therapeutic communication.
Stereotyping people is having a presumption of a certain group of people and what they are like. It is a prejudice that can that can give you the wrong idea of how the patient will act or be and make wrong decisions.
You should treat people as individuals.
Explain three factors to consider when communicating with diverse patient groups
* Be empathetic
* Respect people's individuality
* Examine your own value system and connect with diverse groups in some way.
Summarize three methods you can use to overcome barriers to communication.
* Learn to remain clam in emergencies.
* Use therapeutic listening skills
* Be patient and sensitive
Describe the linear communication model that involves the sender of the message, the receiver, and the crucial component of feedback to confirm reception of the message.
Communication is interactive. The sender sends a message with body language, spoken word, or email. The sender encodes or chooses means of expression. The receiver decodes the message. Feed back results.
What is a communication channel. List four examples of possible channels that can be used when sending a message to a receiver.
A medium through which a message is transmitted to its intended audience, such as print media, spoken word or broadcast (electronic) media.
* Spoken word
* Written word
* Emails
* Body langauge
Active listening techniques are crucial to therapeutic communications. Describe the three components of active listening and give and example of each:
Restatment
Paraphrasing or repeating what was said, ex "You are saying...".
Active listening techniques are crucial to therapeutic communications. Describe the three components of active listening and give and example of each:
Reflection
Repeating the main idea of the conversation while identifying the senders feeling ex. "You had a fight with your parents and feel anxious."
Active listening techniques are crucial to therapeutic communications. Describe the three components of active listening and give and example of each:
Clarification
Summarize or simplify the sender's thoughts, feelings, and to reslove any confusion in the mesage. Ex "Explain to me about..."
Identify three helpful listening guidelines.
* Listen to the main points.
* Do not interrupt and be patient
* Use active listening techniques.
Summarize how to communicate effectively with children.
When talking to children, make sure the area is safe and active. Do not keep them waiting as children become anxious and distracted easily. Do not offer a choice unless the child can truly make one. Praise the child for good behavior and listen to parents concerns. Relieve the child's anxiety.
Listen three suggestions for effective communication with aging patients.
* Address the patient by Ms, MRS, or miss unless the patient has given you the permission to use his or her first name.
*Introduce yourself and explain the purpose of a procedure before promising the procedure.
*Involve family members as needed
for continuity of care.
Open ended or closed:
Are you taking blood pressure medication?
Closed
Open ended or closed:
Are you allergic to aspirin?
Closed
Open ended or closed:
Would you tell me about your past surgeries?
Open ended
Open ended or closed:
Do you have asthma?
Closed
Open ended or closed:
What type of attempts have you made to stop smoking?
Open ended
Open ended or closed:
Explain what you feel when your migraines begin.
Open ended
Open ended or closed:
Do you have hospitalization insurance?
Closed
Open ended or closed:
Do you want a morning or afternoon appointment?
Closed
Open ended or closed:
How are you feeling today?
Open
Open
ended or closed:
What type of trouble do you have when swallowing pills?
Open
If a non-English-speaking patient comes to the office without an interpreter, what should the medical assistant do?
You should see if there is someone in your office or relative of the patient who can translate.
How can the medical assistant put a patient at ease who seems nervous about an office visit or a procedure?
If you give them information to read about their procedure or tell them what you will be doing. Be kind.
Why should the medical assistant avoid the phrase "I know how you feel"?
Because you do not know how anyone feels. You could say many people feel that way.
The holistic model suggests that healthcare workers should take into consideration all aspects of a patient's life including patient's
Physical, psychological, societal, intellectual, and economic needs
List important guidelines for patient education.
* Promote recovery and health through knowledge
* Encourage patient participating in teaching process
* Include family
member or other with patient approval in education.
* Encourage health lifestyles.
* Promote safe use of medication or treatment
* Encourage health lifestyles.
* Give info about community resources
Explain patient factors that influence learning
* Perception of disease versus actual state of disease
* Patient's needs for info
* Patient's age and development level
* Patient's mental and
emotional state
* Influence of multicultural and diversity factors
* The patients learning style
* Effect of physical disabilities
Summarize eight approaches to language barriers.
* Observe body language
* Determine if they can read or understand English.
* Use gesture, tone of voice, and eye contact
* Use picture models to show material
* Use simple words to show the material.
* Have an
interpreter present
* Use material in the patient's language
* Use a teaching plan wit small steps
One of the most important aspects of patient teaching is to be flexible and provide information about ____________ patients want to know ___________ patients want to know it.
What
When
Listen 10 barriers to patient learning.
*
Individual learning style
* Age and developmental level
* Use of defense mechanisms
* Language
* Motivation to learn
* Physical limitations or disabilities
* Emotional or mental state.
* Cultural or ethic background
* Pain
* Time limitation
Identify five guidelines for ordering educational materials
* Use sixth grade reading level material for easy understanding
* Info should be
clear and well organized
* Use accurate info
* Handout should be professional
* Use large print for visual impairment
Wat does the role of medical assistant educator include?
* Reinforcing the provider instructions and information
* Encouraging patients to take an active role in their health
* Using teaching movements effiectively
* Keeping information relevant to the patient
* Establishing
and maintaining patient rapport
*Communicating clearing
* Remaining aware of learning factors
* Being flexible with teaching plan
Effective teaching methods include:
use of written materials, DVDs/CDs, and approved internet sites to gather information; referral to community resources and expert in person demonstration of medical skills; examination of patients records of events; and involving the patient in the education process.
What is a patient navigator? Describe how a medical assistant can perform this important duty in the ambulatory care setting.
a person who helps patients and their families with insurance problems, explains treatment and care, communicates with the healthcare team, assists caregivers, and manages medical paperwork. This definition describes the role of the medical assistant as a patient advocate in ambulatory care settings.
Describe the role of the medical assistant at as a coach for patients about health maintenance, disease prevention, and their treatment plans.
They encourage patients to be active in their health and modify teaching plans for patients needs.
Based on the patient example in your text of Mr.Ignatio, a patient with newly diagnosed type 2 diabetes, use the following checklist to design and role-play a patient-centered education program:
Conduct a ptient assessment.
* Consider pertinent patient factors.
* Identify barriers to learning.
* Prioritize patient information.
* Determine immediate and long-term needs.
* Decide on appropriate teaching materials and methods.
Complete visual learning
Based on the patient example in your text of Mr.Ignatio, a patient with newly diagnosed type 2 diabetes, use the following checklist to design and role-play a patient-centered education program:
Prepare the teaching area and assemble necessary equipment and materials.
* Use supplies and equipment the patient will use at home.
* Provide positive feedback for correct display of skills.
Complete Large front
Based on the patient example in your text of Mr.Ignatio, a patient with newly diagnosed type 2 diabetes, use the following checklist to design and role-play a patient-centered education program:
Maintain an adequate, not too fast, pace.
Complete adequate pace of learning
Based on the patient example in your text of Mr.Ignatio, a patient with newly diagnosed type 2 diabetes, use the following checklist to design and role-play a patient-centered education program:
Repeatedly ask for patient feedback to confirm understanding.
* Eliminate barriers to learning.
* Address immediate learning needs.
* Use restatement, reflection, and clarification to gather patient feedback and promote understanding.
Complete patient feedback
Based on the patient example in your text of Mr.Ignatio, a patient with newly diagnosed type 2 diabetes, use the following checklist to design and role-play a patient-centered education program:
Summarize the material learned or the skill mastered at the end of each teaching interaction.
Complete summarize each task at the end of a visit
Based on the patient example in your text of Mr.Ignatio, a patient with newly diagnosed type 2 diabetes, use the following checklist to design and role-play a patient-centered education program:
Outline a plan for the next meeting.
Complete plan next meeting
Based on the patient example in your text of Mr.Ignatio, a patient with newly diagnosed type 2 diabetes, use the following checklist to design and role-play a patient-centered education program:
Evaluate the teaching plan.
* Was there enough time to complete the lesson?
* Was the patient physically
and psychologically ready for the information?
Were the goals for the session reached?
Complete evaluate year plan was goal reached
Based on the patient example in your text of Mr.Ignatio, a patient with newly diagnosed type 2 diabetes, use the following checklist to design and role-play a patient-centered education program:
Document the teaching intervention.
* Material covered
* Patient response
or level of skill performance
* Plans for next session
*Community referrals
Complete document what you did plan for next session any community referrals.
The Health Belief Model
Principles: Definition:
Perceived Susceptibility What are my chances to get
disease
Patient Education:
Supply information on risk level; individual risk based on patient's
health habits and family history.
The Health Belief Model
Principles: Definition:
Perceived Severity Patient opinion on the
seriousness of the condition
and its health risks
Patient Education:
Outline the potential complications of the disease
The Health Belief Model
Principles: Definition:
Perceived benefits Patients belief in value of
altering lifestyle and
complying with treatment
Patient Education:
Emphasize the positive results that can be achieved if patient is compliant with healthcare recommendations.
The Health Belief Model
Principles: Definition:
Preceived barriers Patient's opinion of the
financial and psychological
costs of compliance
Patient
Education:
Identify barriers and work to reduce them through patient education, family outreach and the use of community resources.
The Health Belief Model
Principles: Definition:
Cue to action Methods developed to
activate patient compliance
Patient Education:
Provide one-on-one education interventions; detailed handouts; family involvement in education efforts; follow-up at subsequent
office visits; referral to community resources
The Health Belief Model
Principles: Definition:
Self-efficacy Patient has the confidence to
take action toward a healthier
state
Patient Education:
Provide Ongoing education support
Discuss Dr. Elisabeth Kubler Ross's stages of grief and include in your explanation a suggestion for therapeutic interaction with a patient in each stage:
First Stage
Denial and isolation - They want to deny they have it. Give education with handout and explain disease and treatment.
Discuss Dr. Elisabeth Kubler Ross's stages of grief and include in your explanation a suggestion for therapeutic interaction with a patient in each stage:
Second Stage
They are angry. Use therapeutic communication, discuss feeling techniques.
Discuss Dr. Elisabeth Kubler Ross's stages of grief and include in your explanation a suggestion for therapeutic interaction with a patient in each stage:
Third Stage
Bargaining - need to delay -come to solution with other staff member
Discuss Dr. Elisabeth Kubler Ross's stages of grief and include in your explanation a suggestion for therapeutic interaction with a patient in each stage:
Fourth Stage
Depression - Family and patient support group or counseling
Discuss Dr. Elisabeth Kubler Ross's stages of grief and include in your explanation a suggestion for therapeutic interaction with a patient in each stage:
Fifth Stage
Acceptance- Renew education support ready to move ahead.
Explain how the medical assistant can perform patient education for the following patient with special needs. Coach the patient appropriately considering his or her diverse cultural factors, developmental life stage, and potential communication barriers:
Antionio DeMendez, a 68-year old patient, has profound hearing loss in his left ear. He needs to be taught how to take his blood pressure medication accurately.
Use visual mediums, DVDs, handouts and demonstration.
Explain how the medical assistant can perform patient education for the following patient with special needs. Coach the patient appropriately considering his or her diverse cultural factors, developmental life stage, and potential communication barriers:
Christina Wu, a 48 year old patient, is legally blind. She is a new patient who is visiting the office for the first time and needs to complete a health history form. The physician recommends that she follow a low-sodium diet.
Use sound recordings, interactions, and braille info. Record voice messages for her.
Explain how the medical assistant can perform patient education for the following patient with special needs. Coach the patient appropriately considering his or her diverse cultural factors, developmental life stage, and potential communication barriers:
Julio Gonzales is 17 years old and has limited English skills. He is scheduled for diagnostic testing at the hospital and must be taught how to prepare for the studies.
Have an interpreter to help him understand, use videos and materials in his language.
For the following scenario, are the medical assistant's actions acceptable practice according to Health Insurance Portability and Accountability Act (HIPPA) guidelines?
The mother of a 19-year old patient, Sue Collins, calls the office. Even though the mother is not listed as Sue's personal health information (PHI), Taylor answers her question about Sue's illness.
No, this is not acceptable.
For the following scenario, are the medical assistant's actions acceptable practice according to Health Insurance Portability and Accountability Act (HIPPA) guidelines?
The patient requests that only her husband receive information about her health status. Taylor receives a call from the patients adult daughter, who insists on learning her mothers diagnosis. Taylor feels bad for the daughter and answers her questions.
No, this is not acceptable.
Maslow's hierarchy of needs
A hierarchy developed by Abraham Maslow that is used to define human needs into five categories.
Maslow's Hierarchy of needs: Physiological needs
breathing, food, water, sex, sleep, homeostasis, excretion
Maslow's Hierarchy of needs: Safety needs
security of body, of employment, of resources, of morality, of the family, of health, of property
Maslow's Hierarchy of needs: Love/Belonging needs
friendship, family, sexual intimacy
Maslow's Hierarchy of needs: Esteem
self-esteem, confidence, achievement, respect of others, respect by others
Maslow's Hierarchy of needs: Self-Actualization
morality, creativity, spontaneity, problem solving, lack of prejudice, acceptance of facts.
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