chapter 11 power point slides

something conducive to comfort, convenience or enjoyment

the statistical characteristics of human populations use to identify markets ( age or income )

lessened markedly in quantity, content , power, or value

exhibiting or marked by great intensity of feeling

marked in some way as to remind or remember that specific action needs to be taken

marked by accord in sentiment or action , having the parts agreeably related

a person who comes to a country to take up permanent residence

a secondary use or disclosure that cannot reasonably be prevented , is limited in nature and occurs as a result of another use or disclosure that is permitted

a two-way communication system with a microphone and loudspeaker at each station for localized use

a quick , acute , and intuitive cognition, a capacity for comprehension

constituting an alteration of ordinary spelling that better represents the spoken language that uses only characters of the regular alphabet and that is used in a context of conventional spelling

note used in the medical rcord to track the patient's progress and condition

arranged in a sequence

. a place to receive patients and visitors

. should be planned for patients comfort

. good lighting

. adequate ventilation

. regulated temperatures

. places to hang coats and rainwear

. magazines

the movement of patients from place to place

. orderly and clean

. neat

. comfortable

. attractive and cheerful

. uncluttered

. easy to maneuver around

. mission statements reflect the physician's deep-seated desire to practice medicine.

. mission statements are often displayed in the office and printed office brochures and information packets

. make a copy of the appointment schedule

. perform computer procedures for the next day

. pull medical records for each patient

. check off patient name on schedule as the record is pulled

. make sure all information is available for the physician

. arrange the records in the order in which the patients will be seen

. replenish supplies regularly

. stationery

. appointment cards

. encounter forms

. pencils, pens, erasers

. telephone message pads

. prescription pads

. be courteous to all patients

. extend a friendly cordial greeting to every patient

. use the patient's name when greeting him or her

. the reception desk should be in clear view of patients when they enter the office

. develop an announcement system so that the staff is always alerted when a patient arrives

. after returning to the reception desk from breaks or other duties check to see if additional patients have arrived and greet them

. use a sign-in sheet that promotes patient privacy

. do not require patients to provide details of the reason for their  visit in a public area

. some offices have a computer program for patient check-in

. greet each patient immediately

. establish eye contact

. smile when speaking to the patient

. review the schedule so that the patient's names are fresh in the mind

. use the patient's names when they arrive

. patients appreciate the use of their names

. pronounce names accurately

. write the name phonetically to help pronounce it correctly

pat attention to the events that are happening in the patient's life

use a patient information form to gather demographic facts about the patient

• . full name
• . date of birth
• . address
• . phone number
• . spouse information
• . nearest relative
• . occupation
• . place of employment
• . social security
• . driver's license number
• . source of referral

. questionnaries

. interview

. history forms

. the patient should be seen by the physician at the appointed time

. explain delays and offer the patient the opportunity to reschedule if necessary

. long waits intensify fears that the patient have about their condition

. physically challenged

. very ill

. severely uncomfortable

. patients with language barriers

. patients with cultural barriers

. escort the patient through the office instead of telling him or her where to go

. tell the patient if he or she is to disrobe

. never place the patient in a position that exposes him or her once in a gown

. tell the patient when he or she is free to leave the office

. clean up the examination room

. return magazines to the reception area

. make certain that the room is ready for the next patient

. most physicians perfer a staff member to be in the room when certain examinations are performed to avoid claims of sexual assault or harassment

. never leave medical records in the examination room

. each office has a method of placement to signify that the patient is ready to be ssen by the physician

. if wall pockets are used outside the door make certian that the patient's name is not visible to those walking in the hallway

. talkative patients

. childern

. angry patients

. relative and friends of patients

. greet the patient with a smile

. ask if the patient has any questions

. make return appointments if necessary

. ask for payment

. thank the patient for coming and wish him or her well

. listen carefully if the patients complains

. attempt to resolve the situtaion

. get help from other staff members if necessary

. be courteous and friendy even if the patient is angry

. assist the patient in dressing if necessary

. as if the patien has questions

. cordially wish the patient well

. patients should leave the facility with the feeling that they received top-quality care

. all patients should be treated with friendliness, respect and courtesy