PROFESSOR DANIEL

Versatile profession Employment is available in a variety of

settings

The MA is a valuable part of the health care team

Community colleges, junior colleges, and proprietary schools

Requirements are based on entry-level MA responsibilities in the medical office

Accredited programs have administrative and clinical courses and a practicum

Bachelor’s degree programs available

Empathy Attitude Dependability Initiative Flexibility Desire to learn Physical attributes Ability to communicate Ethical behavior

Medical assistants are not licensed◦ Medicine and nursing are licensed professions

Medical assistants are allowed to perform clinical procedures under physician’s or other licensed health care practitioner’s supervision◦ In some states, authorization is required for some

procedures◦ AAMA lists which procedures medical assistants

can perform

Individual and group medical practices◦ Individual practices

Also called the solo practice One primary provider sees and treats patients One provider responsible for all costs

Individual and group medical practices◦ Group practices

Two or more providers share costs Providers consult each other Patients may request same provider for all

appointments Ensures there is always a provider on call About 68% of providers practice in a group

Urgent care centers◦ Usually private, for-profit centers◦ Provide primary care, treat routine injuries and

illnesses, and perform minor surgery◦ Providers are often salaried employees◦ See higher volume of patients, usually for a lower

cost than hospital emergency room

Managed care operations◦ Health maintenance organizations (HMOs) provide

full range of services under one roof◦ Preferred provider organization (PPO) is a

physician’s network◦ Independent physician association (IPA) treats

patients for an agreed-upon fee

Boutique or Concierge Medical Practice ◦ Sought by patients discouraged with insurance

reimbursement◦ Provides immediate access to provider 24/7◦ Convenient, unhurried appointments◦ Unlimited email, fax, phone consultations◦ Home/work visits as needed◦ Coordination of any specialist referrals◦ Set fee for services required for the exclusive service

Performs both administrative and clinical functions◦ Receptionist, secretary, office manager, bookkeeper,

patient educator, insurance coder and biller, etc.◦ Screens patients when scheduling appointments

Maintains a positive attitude Functions under supervision of

professionals The chapter references other professions The course home page has video’s for you

As communicator and liaison between physician, patient, hospital staff, etc.

First to come in contact with the patient◦ Directs, informs, and guides patient

Foundation for all patient care Therapeutic communication skills create

feelings of comfort for patients

Involves two or more individuals exchanging information

Involves sending and receiving messages

The sender begins cycle by encoding message The message delivered via a channel or mode

of communication Speaking Listening Gestures or body language Writing

The receiver must decode the meaning of the message

Feedback takes place after receiver has decoded message sent by sender

Listening skills◦ Active listening involves verifying message from

sender◦ Received message is sent back to sender worded

slightly differently Takes place when message is spoken Sender and receiver must apply same

meaning to spoken words

The five Cs of communication◦ Complete◦ Clear

Eye contact enhances clarity Articulate and enunciate Time to process message Message must be heard

◦ Concise◦ Cohesive◦ Courteous

Good communication skills help establish rapport with patients◦ Call patients by full name◦ Encourage patients to verbalize feelings◦ Give technical information to patients clearly

Allow patients to make practical application to their health needs

Body language◦ Unconscious body movements, gestures, and facial

expressions Body Language

◦ Expressions that accompany speech◦ Kinesics is study of body language◦ Body language learned first◦ Body language influenced by primary caregivers

and culture

Feelings and emotions are communicated through nonverbal means◦ 70% of language is nonverbal◦ Tone of voice communicates 23% of message◦ Spoken word communicates 7% of message

Facial expression◦ Eyes reflect feelings◦ Staring is invasion of privacy◦ Cultural influences affect facial expressions

Personal space◦ Comfortable personal space◦ Handled differently by various cultures◦ Explain procedures that will be invasive

Posture◦ Relates to position of body or parts of body◦ Involves at least half the body

Position◦ Face-to-face communication◦ Should enable observation of verbal and

nonverbal cues

Gestures and mannerisms◦ “Talk” with hands◦ Enhances spoken word

Touch◦ Appropriate touch is therapeutic◦ Not all patients are comfortable with touch

Verbal and nonverbal messages must agree The meaning of mixed messages Clustering groups of nonverbal messages Masking conceals true feeling or message Perception

◦ Conscious awareness of one’s own feelings and the feelings of others

◦ Sense another’s attitudes, moods, and feelings◦ Follow perceived assessments with verbal

validation◦ Easily misinterpreted

Age and gender barriers Economic barriers Education and life experience barriers Bias and prejudice barriers Verbal roadblocks to therapeutic

communication

Regression Denial Repression Projection Sublimation Displacement Compensation Rationalization Undoing Barriers caused by cultural and religious

diversity◦ Caregiving expectations◦ Time focus