1. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 1 Medical Office Administration 2nd edition Brenda A. Potter, CPC

2. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 2 Chapter 5 The Diverse Community of Patients

3. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 3 Culture  Culture is beliefs, behaviors, and attitudes  It is shared by group of people  It is passed from generation to generation

4. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 4 Culture Care Diversity and Universality  Nursing theory  Patient’s culture should be taken into consideration when treating patient  Assistant should be aware of cultural beliefs to avoid offending patients

5. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 5 Expectations when Serving Patients  Don’t assume a patient will act a certain way because of culture  Treat all patients with respect and dignity  Remember that many patients are ill and that illness has an effect on behavior  If you were in a patient’s situation, what would you expect from the staff?

6. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 6 Language Barriers  English as second language (ESL)  Foreign language dictionaries  Interpreters (family members or professionals)  Speech difficulty  Patient may be able to write  Ask patient yes or no questions  Medical terminology  Avoid use of terms patient doesn’t understand

7. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 7 Elderly Patients  Patients 65 years or older with functional impairment, or 75 years or older  Talk directly with patient – family members may intrude on conversation  Be sure patient understands instructions given; written instructions may be needed  Patient is an adult and should be treated as an adult; should be focus of conversation

8. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 8 Children  May be patients or may accompany a patient  May need special attention; try to include in conversation  May need supervision if left in lobby when accompanying adult is a patient

9. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 9 Patients with Disabilities  May require special attention  Talk directly with patient unless patient can’t communicate  Ask if you can offer assistance

10. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 10 Angry Patient  Myriad of reasons may cause anger  Listen to patient’s concerns  Help patient if at all possible  Speak softly to defuse the situation  Avoid conversations at front desk

11. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 11 Violent Patient  Violence is a rare occurrence  Never try to handle patient alone  Don’t provoke patient  Use 911 if necessary – last resort

12. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 12 Anxious Patient  May appear nervous or restless  May speak quickly and randomly  Listen to patient  Convey calm and caring to patient

13. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 13 Depressed Patient  Depression is an illness  Patient usually not talkative  Report concerns to physician

14. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 14 Dying or Grieving Patient  Patients and family members deal with loss in different ways  Most difficult time for patients and families; even staff members

15. Copyright © 2010, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 15 Five Stages of Loss  Denial  Anger  Bargaining  Depression  Acceptance