1. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Chapter 10 Creating the Facility Environment

2. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Creating a Welcoming Environment Tangible elements: lighting, color choice, furniture arrangement Intangible: administrative medical assistant’s greeting and attitude Convenience of access and privacy Attention to safety, prevention of hazards, response to emergency situations

3. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. The Reception Area Should be a welcoming, warm environment that can make patients feel secure and comfortable

4. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. The Reception Area Place of reception, not a “waiting room” Adequate and comfortable seating Reception area should accommodate: –1 hour’s patients per provider and friend or relative who may accompany each patient –2.5 seats in reception area for each examination room Environment that enhances patient comfort

5. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. The Reception Area The receptionist –Positive “We can help you” attitude –Smile for each patient –Genuine “We care about you” personality –Telephone prioritization, retrieves records, greets patients, presents bills, makes appointments, logs data into computer

6. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. The Reception Area The receptionist –Monitors children who may be disrupting patients –Maintains tidiness of reception area –Notifies patients of delay tactfully and graciously

7. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. The Reception Area Cultural considerations –Impact on amount of space necessary for reception area –Many people do not like to face other patients in reception area; prefer anonymity –Middle Eastern and Latin cultures encourage closeness and touching –Some people do not like to be touched by strangers

8. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. The Reception Area When children are patients –Children’s area helpful –Special table and chairs for children; interactive toys –Pediatric facility might consider a theme for its design

9. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. The Reception Area If clinic sees children, a safe, clean, colorful children’s area is a must

10. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. The Reception Area Education in the reception area –Providers place educational materials for patients in reception area –Patient information brochure –Educational material presented in media form on television screen

11. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Clinic Design and Environment Ventilation and infection control –Air filters (HEPA), airflow direction, air pressure are critical elements to reducing airborne infection –Surface cleaning and use of alcohol-based hand- rub dispensers –Face masks recommended when patient may have respiratory infection

12. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Clinic Design and Environment Lighting –Sunlight boosts serotonin; helps to lessen pain and depression –Images of nature or nature itself –Provide as much peace and relaxation as possible to reduce stress and healing –Ceiling can lights and lamps provide ample light

13. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Clinic Design and Environment Clinic environments, are places persons who are ill gather for support, diagnosis, healing Goal in medical care should be to empower patient with as much control as possible

14. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Clinic Design and Environment Nature, music, water, and color –Floor-to-ceiling windows that overlook garden of plants, trees, flowers as well as a waterfall or pool –Built-in aquarium –Music, melodious tunes, water sounds –Use of cool or warm colors

15. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Clinic Design and Environment Windows to garden area or cascading water may be seen in some facilities

16. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Clinic Design and Environment Noise reduction –Sound-absorbing ceiling tiles and surfaces help reduce clinic noise –Telephone system that produce pleasing chime –Staff voices that are muted and pleasant –Fabric and texture of draperies, upholstery, carpet

17. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Legal Compliance in the Facility HIPAA –HIPAA compliance for protecting patient information and privacy –Mandates certain building features –Privacy implies patient’s conversation cannot be overheard in any other part of facility –Examination room privacy especially important

18. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Legal Compliance in the Facility Americans with Disabilities Act (ADA) –Passed by U.S. Congress in 1990 –Comprehensive national mandate to end discrimination against individuals with disabilities –Accessibility for all patients in all settings important –Doors and hallways must accommodate wheelchair –Bathroom facility available for handicapped individuals –Elevators provided if facility more than one level

19. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Creating a Safe Environment On regular basis, safety inspection made of all areas of facility Adherence to building ADA compliance Exit signs clearly indicated and easily seen Restrooms have safety bars and pull cord All floors nonslippery; spills promptly cleaned and dried

20. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Safety Evacuation procedures –Carefully identified procedures –Close clinic facility for period of threat –Check of every examination room, restroom, procedure area –Turn off oxygen or compressed gas systems –Never use elevators; always stairs

21. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Safety Emergency codes –Code Red: fire emergency –Code Blue: adult medical emergency –Code Pink: infant/child abduction –Code Gray: combative individual/assault –Code Green: bomb threat –Code Yellow: hazardous material spill –Code White: evacuation necessary

22. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Safety Fire safety –Evacuation considered unless fire quickly contained without threat to others –Employees must know where fire alarms are located and how activated –Personnel receive training on use of fire extinguisher

23. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Safety Fire safety –RACE Remove patients and personnel Activate the Alarm Contain the fire Extinguish with fire extinguisher Evacuate as necessary

24. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Safety Fire extinguisher safety –Checked periodically to make certain pressure at appropriate level –Readily visible –Dry chemical extinguishers shaken monthly –Replace immediately after use

25. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Safety Response to natural disaster or emergency –Know what to do and be prepared –http://www.ready.gov/are-you-ready-guidehttp://www.ready.gov/are-you-ready-guide –What to do if there is no access to food, water, electricity for some time –Two places for family members to meet –How you will communicate with and reach others –Have disaster kit ready

26. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Safety Medical assistant’s response to disaster preparedness –Perform emergency first aid and CPR –Function in calm, yet “take control” manner

27. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Opening the Facility Everything should be in readiness Visual check of each room –Comfortable temperature –Well organized –Pleasantly illuminated –Spotless –Equipment ready

28. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Opening the Facility Schedule of day’s activities Review and retrieve patient charts for day Check answering service or machine

29. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Closing the Facility Check each room Secure all doors and windows Shut down all equipment Secure confidential materials and records in locked cabinets Comply with Controlled Substances Act

30. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Closing the Facility Prepare day’s receipts and bank deposit Consult local law enforcement officers for security measures Notify answering service office closed and where and how to contact medical staff in case of emergency

31. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. The Future Environment for Ambulatory Care Patients 85 years or older with multiple chronic conditions will greatly increase over the next few years By 2020, 40% of provider’s time will be treating members of aging population Primary care providers willing to take new patients 65 years and older must increase Family members of elderly adult will have increasing presence in care of their parents

32. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. The Future Environment for Ambulatory Care Elder adults’ frustration with medical care can be lessened –Provide clear/concise written instructions –Create environment allowing ease of movement from one department to another –Make certain patients understand prescription instructions and directions –Remind patients of when they are to report back to provider for follow-up

33. © 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. The Future Environment for Ambulatory Care American Medical Association (AMA) predicts within 5 years, 50% of providers will treat patients through online methods Patients becoming astute consumers