Chapter 10, 12, 13 & 19
Cultural biases
Prejudices
Comfort
Security
Referred to as the waiting room
Features fresh flowers daily
Makes patients feel welcome
Features dim lighting
Yellows and oranges
Browns and blacks
Greens and blues
Reds and purples
Leave the exam room door open
Knock before entering
Talk with the door open
Have discussions with patient in a corner of the office
Stored in a locked and secure cabinet and check when leaving the office
Brought home with the physician at the end of the work day
Returned to the hospital at the end of the work day
Treated the same way as any other medical supplies are treated
Facilitation
Debilitating
Accessibility
Empowerment
1960
1970
1980
1990
Comfortable temperature
Pleasantly illuminated
Empty cabinet surfaces
Well organized and spotless
Shut down all equipment
Secure doors and windows
Lock up petty cash and drugs
Lock up all medical supplies
Provide privacy for administrative medical assistant
Unnatural light is the best
Keep areas dimly illuminated
Reception window to close the patient off from the administrative medical assistant
Physician
Clinical assistant
Administrative medical assistant
Bookkeeper
Once accessible entrance with protection from the weather
An accessible passenger-loading zone
Ten percent of total parking spaces at outpatient facilities marked handicapped
Five wheelchairs available for use at every door entrance
Reduces stress and anxiety
Refreshes the minds of patients
Reduces appointment times
Enhances healing
Use a standard message pad with a carbonless copy
Always attach a patient's message to the chart before putting it on the provider's desk
Use technical terms to convey a professional image
When you take a message, give callers an approximate call-back time
Use jargon (jibberish words)
Use common terms
Use slang
Never use caller's name
Pay attention to what is being said
Do not interrupt
Use empathy
Help slow talkers finish their sentences
Listen to tone of voice
Greeting patients
Scheduling appointments
Answering general questions about the practice
A and b only
A, b and c
Impaired hearing
Inability to understand new procedures
Inability to move quickly
Confusion
Speak louder than normal
Speak faster than normal
Ask the person whether clarification is needed
Be impatient
The patient's name
Name of referral source
A daytime telephone number
All of the above
When it is an urgent call
When it is an emergency call
When you have patient's name and why they are calling
Without asking and receiving permission to do so
Double booking
Modified wave
Open hours
Stream
Clustering
Appointment books
Hard copy day sheets
Computerized schedules
All of the above
Time change of appointment
Patient arrival late for appointment
Cancellation or no-show of appointment
Patient inquiry of time of appointment
Physician referrals
Yellow pages
Media advertising
Patient referrals