chapter 11 power point slides

  1. amenity
    something conducive to comfort, convenience or enjoyment
  2. demographic
    the statistical characteristics of human populations use to identify markets ( age or income )
  3. depleted
    lessened markedly in quantity, content , power, or value
  4. fervent
    exhibiting or marked by great intensity of feeling
  5. flagged
    marked in some way as to remind or remember that specific action needs to be taken
  6. harmonious
    marked by accord in sentiment or action , having the parts agreeably related
  7. immigrant
    a person who comes to a country to take up permanent residence
  8. incidental disclosure
    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
  9. intercom
    a two-way communication system with a microphone and loudspeaker at each station for localized use
  10. perception
    a quick , acute , and intuitive cognition, a capacity for comprehension
  11. phonetic
    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
  12. progress notes
    note used in the medical rcord to track the patient's progress and condition
  13. sequentially
    arranged in a sequence
  14. reception room
    . 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
  15. traffic flow
    the movement of patients from place to place
  16. the first impressions are lasting ones. The facility should be
    . orderly and clean

    . neat

    . comfortable

    . attractive and cheerful

    . uncluttered

    . easy to maneuver around
  17. office mission statement
    . 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
  18. preparing medical records
    . 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
  19. replenishing supplies
    . replenish supplies regularly

    . stationery

    . appointment cards

    . encounter forms

    . pencils, pens, erasers

    . telephone message pads

    . prescription pads
  20. greeting the patient
    . be courteous to all patients

    . extend a friendly cordial greeting to every patient

    . use the patient's name when greeting him or her
  21. patient check out
    . 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
  22. sign-in sheets
    . use a sign-in sheet that promotes patient privacy

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

    . some offices have a computer program for patient check-in
  23. knowing the patient
    . 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
  24. patient names
    . patients appreciate the use of their names

    . pronounce names accurately

    . write the name phonetically to help pronounce it correctly
  25. knowing the patient
    pat attention to the events that are happening in the patient's life
  26. registration procedures
    use a patient information form to gather demographic facts about the patient
  27. patient demographic information
    • . 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
  28. obtain a patient history through
    . questionnaries

    . interview

    . history forms
  29. consideration for patients time
    . 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
  30. patient with special needs
    . physically challenged

    . very ill

    . severely uncomfortable

    . patients with language barriers

    . patients with cultural barriers
  31. escorting and instructing the patient
    . 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
  32. after the patient has been seen
    . clean up the examination room

    . return magazines to the reception area

    . make certain that the room is ready for the next patient
  33. sexual assault and harassment
    . most physicians perfer a staff member to be in the room when certain examinations are performed to avoid claims of sexual assault or harassment
  34. medical record placement
    . 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
  35. challenging situations
    . talkative patients

    . childern

    . angry patients

    . relative and friends of patients
  36. patient checkout
    . 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
  37. patient complaints
    . 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
  38. freindly farewell
    . 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
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chapter 11 power point slides
chapter 11 power point slides