1. The Medical Office
On what does the success of the medical office depend?
Discuss the difference between direct care and indirect care.
Copyright © 2010, 2006 by Saunders, an imprint of Elsevier Inc. All rights reserved. 1

2. Managing the Medical Facility
Facilities management
Maintaining the physical environment of an office
It is the responsibility of the staff
Want to send a positive message, welcoming patient to the office
How can a medical assistant send a positive message to the patients of a medical office?
Define atmosphere.
Discuss various nonverbal messages that could be displayed in the medical facility. 2

3. Health Insurance Portability and Accountability Act (HIPAA)
Mandates about the release of private patient information
For health care providers and insurance carriers
Confidentiality agreement that all staff must sign
Set up office to ensure privacy of information
What type of patient information is protected?
How should computer monitors be positioned to help safeguard privacy?
What is medical assistant’s role in maintaining a patient’s right to confidentiality? 3

4. Americans with Disabilities Act (ADA)
Requires medical offices to provide access to individuals with disabilities
Includes:
Hallways designed for wheelchairs
Ramps
Accessible lavatory sinks and toilets
To meet ADA requirements, how wide must a door opening be?
Is a medical office compliant with ADA if it does not use a tactile sign to designate restrooms?
How wide should a ramp be to meet ADA requirements? 4

5. Reception Area Functions
Greet the patients upon arrival
Waiting area for patients until they can be seen by the physician
Reception area should be welcoming, clean, and professional
Should a reception area be designed to protect patient privacy?
How would you describe a professional reception area?
What does a welcoming reception area mean to you? 5

6. Considerations for Reception Area
Calming colors
Adequate lighting
Comfortable furniture
Placement of plants to soften institutional look
Updated window treatments and artwork
Comfortable temperature
Appropriate reading material
What type of colors would be calming?
Discuss various magazines that would be appropriate in the reception area.
The temperature in the reception area should never be above what temperature? 6

7. Maintenance of Reception Area
Responsibility of the medical assistant
Check throughout the day
At the end of the day
Professional cleaning team usually hired to clean at least once a week
Why is it important to check the reception area throughout the day?
For what is the medical assistant checking the reception area?
What should the medical assistant do if he or she finds a patient’s personal item when checking the reception area?
How often should toys in the reception area be cleaned? 7

8. Office Equipment Fax machine Photocopy machine Telephone system
Transmits and receives patient information
Photocopy machine
Copies medical records and insurance cards
Telephone system
For patient communication
Answering systems
Takes messages when staff is not available
Office computer
For patient accounting and scheduling
Which piece of office equipment is used most often?
How much can these pieces of office equipment cost?
Which piece of office equipment is critical to a medical office? 8

9. Fax Transmission
Fax (facsimile): fast, reliable, and inexpensive way to send information
Dedicated phone line: operates fax only
Send information to secured areas only
Ensures privacy and complies with HIPAA
Request confirmation of received information by the party for whom it was intended
Fax information only when absolutely necessary
Permission of physician
How can a medical assistant ensure privacy and compliance with HIPAA when using a fax machine?
Can a patient’s HIV results be faxed?
Why should a cover page be used when sending a fax?
What should the medical assistant do if she or he realizes the fax was sent to the wrong number? 9

10. Photocopy Machine
Most often used piece of equipment in medical office, aside from the telephone
Duplicates a document
Can copy medical records, medical reports, insurance claims, correspondence
Paper and toner needed to keep it functional
Has features to enhance copies
What are the various features of a photocopier?
Can a medical office charge a patient for photocopies of his or her medical records?
Define toner. 10

11. Telephone System Multiple telephone lines
Six buttons, usually
When purchasing system consider:
Ease of expansion (more phones)
Ease of use for the staff
Dedicated telephone lines (fax machine)
Special features: call forward, conference calling, redial, privacy button
How many telephone lines should be available for incoming and outgoing calls?
Define switchboard.
What does a flashing light indicate on a telephone system?
What are the advantages and disadvantages of a telephone headset? 11

12. Answering Systems Answering machines Voice mail
Used in small office settings
Leave an emergency number to call
Voice mail
Messages are left on the machine to be retrieved at a later time
Why is it important for the medical office to leave an emergency number to call?
Discuss the differences between an answering machine and voice mail.
Which would you want to use? 12

13. Computer System Organize, store, and process information
Placed for privacy so others not able to view information on screen
Ergonomically positioned for users
Need adequate space for keyboard, monitor, and other computer parts
Mobile (laptop) units available
Define ergonomics.
Do all medical offices use a computer system?
For what does a physician use a PDA? 13

14. Postage Meter Practical for mail Saves time Saves money
No need to go to post office
Saves money
Get the correct amount of postage because item is weighed
Meter is easily refilled by U.S. Postal Service
Postage can be a large expense for a medical office.
Metered mail is not canceled at the post office.
Metered mail arrives more quickly to the destination. 14

15. Sending a Fax Obtain the document to be faxed
Create a company coversheet
Use ink
Never send a fax without a coversheet
Dial recipient’s number
Press start
Press button for a receipt
If busy signal, redial after checking number
Attach confirmation to document
Why is a cover sheet used when sending a fax?
Why is it important to get a receipt?
Discuss the legal concerns when sending patient information by fax. 15

16. Inventory Records Document physical assets of medical office
Used in maintaining an adequate supply of needed items in the office
Used for depreciation purposes
Proof of ownership in cases of fire and theft
Useful when purchasing new equipment
Who should maintain inventory records?
Where should inventory records be stored?
How often should inventory records be updated? 16

17. Inventory Record Information
Description of the item
Date of purchase (original receipt if possible)
Purchase price
Place of purchase
Serial number
Service agreement
Why is it important to have the serial number for every piece of equipment?
Use a spreadsheet to keep inventory record information.
Discuss various service agreements. 17

18. Lease Versus Purchase Advantages of leasing Disadvantages of leasing
More convenient for maintenance
Less expensive for updating equipment
Less cash upfront
Disadvantages of leasing
Pay for equipment, but never own it
Leased equipment cannot be sold
May pay more for equipment than if you purchased it
Define leasing.
Why would a medical office want to lease a piece of equipment?
Discuss the various types of leasing agreements. 18

19. Maintaining Equipment
Maintained equipment has fewer breakdowns or problems
Service or maintenance agreements can be purchased to help maintain equipment
Warranties protect buyer against defective items for a period of time after purchase
Why is it essential to keep records on preventive and corrective measures taken on equipment?
How often should preventative maintenance be performed?
What type of information should the maintenance log include? 19

20. Teamwork in the Medical Office
Necessary in order to provide quality care to patients
Understand their responsibilities and those of other team members
Team members should feel that they play an important role in the quality of patient care
Need cooperation and good listening skills
Define teamwork.
What are the common goals in the medical office?
What should be done if one of the team members is not being responsible? 20

21. Meetings Secure meeting room for correct time and date
Prepare and distribute agenda to meeting participants
Assemble materials needed for meeting
Reminder phone call the day before meeting
Check details and last minute problems
Type meeting minutes soon after meeting and file in a secure location
Why is it important for a medical office to have meetings?
How often should meetings be conducted?
Meetings should not last longer than an hour. Why?
What equipment should be available during a meeting? 21

22. Meeting Minutes Reminder of what occurred at the meeting
Allow for follow-up
Need to reflect agenda
Date, place, time, those present,and those absent should be noted
Typed and signed by the person transcribing them
Each employee should receive a copy of the meeting minutes. Why?
The office manager must also keep a copy of the meeting minutes.
Meeting minutes are a source to reflect on changes. 22

23. Agenda and Itinerary Agenda (meetings)
Information about topics to be covered in meeting
Order of topic discussion
Individual responsible for each topic
Does the agenda set the tone of the meeting? Why?
Show an example of an agenda.
Should employees receive a copy of the agenda before the meeting? 23

24. Agenda and Itinerary (cont.)
Itinerary (travel)
Describes an overall trip
What will happen each day
Includes the departure point, flight and hotel information, ground transportation, number of people traveling
Define itinerary.
Make certain a copy of the itinerary is kept at the office in case the physician’s copy gets lost.
What type of information must be included on the itinerary? 24

25. Policy and Procedure Manuals
Policy manual
Explains day-to-day operations of the medical office
Provides general policy information that affects all employees
Procedure manual
Contains specific instructions on how tasks are to be performed
Job descriptions, dress code, and employee responsibilities are located in the policy manual.
What type of procedures would be included in a procedure manual?
How often should policy and procedure manuals be updated?
Who is responsible for updating the policy and procedure manuals? 25

26. Marketing Tools for the Medical Practice
Gather information from community
Obtain examples of brochures, newsletters
Contact local newspapers for guidelines on press releases
Locate local seminars for medical professionals
Contact telephone directories about advertising
Prepare marketing folder
Review the various types of marketing tools a medical office could use.
Which marketing tool is most commonly used in medical offices?
What is the most critical component of a marketing tool? 26

27. Importance of Community Resources
Patient may need assistance from community agencies
Information about illness from organizations may benefit patients
Support groups can provide emotional support and encouragement to patients
Discuss various community resources available in your area.
What type of information should be included on the community resource lsit?
Discuss how the patients will have access to the list of community resources.
Why is it important to list resources for emergency preparedness? 27

28. Gathering Community Resources
Research resources available in your area
Use the local phone book, local or state newspaper, local library, or Internet
Create list of resources available
Print out information for each resource
Easy to copy and give to patient
Update information routinely
How often should the medical assistant update the community resource list?
Most community resources have their own information to the public.
Discuss the main community resources a medical office would use. 28

29. Conclusion
The medical office must protect the patient’s privacy at all times
A good impression of the practice is formed when the medical office is planned, maintained, and running smoothly
The medical assistant is an important member of the health care team, whose responsibility is to give good patient care
How do HIPAA and ADA guideline protect patient confidentiality?
Why is teamwork important in a medical office settting?
What would you do if you saw another medical assistant not following the steps in the procedure manual? 29