Read procedure 23.6 Coach Patients Regarding Office Policies
Create a new patient brochure using a word processing program
Include the information included in procedural steps 1-6
Procedure 23.6 Coach Patients Regarding Office Policies
Tasks
Create a new patient brochure, and then role-play ways to coach patients regarding office policies.
Scenario
You work at Walden-Martin Family Medical (WMFM) Clinic. Your supervisor asks you to create a new patient brochure for the clinic. She wants to make sure patients are informed of the clinic’s policies:
• Copayments must be paid at the time of the appointment.
• Bills must be paid within 15 days once billed to the patient.
• Appointments must be canceled 24 hours in advance or the patient will be billed $25.
• Medication refills are done through the patient portal (WMFM Clinic Portal) or when the medical assistant rooms the patient during the visit.
The healthcare facility’s information is:
• Address: Walden-Martin Family Medical Clinic, 1234 Anystreet, Anytown, Anystate 12345
• Phone: 123-123-1234 Fax: 123-123-5678
• After-hours phone number: 123-555-1212
• Type of agency: Family practice clinic
• Mission statement: To provide excellent holistic care to our community members.
• Providers: Julie Walden, M.D., James Martin, M.D., Angela Perez, M.D., David Kahn, M.D., and Jean Burke, N.P.
After you complete the brochure, you coach the following patients regarding office procedures:
• Mr. Charles Johnson (he has a question regarding the payment policy)
• Ms. Monique Jones (she has a question regarding the medication refill procedure)
Directions
Use the information provided to create the brochure. Make up any additional information you need. After completing the brochure, role-play the scenarios with a peer. You are the medical assistant and the peer is the patient.
Equipment and Supplies
• Computer with word processing software and printer
• Office procedures manual (optional)
Procedural Steps
1. Using word processing software, design an informational brochure for patients that provides information about the healthcare facility and describes practice procedures. At a minimum, the following information should be included:
• Description of the healthcare facility (e.g., type of practice, mission statement)
• Location of the facility or a map with directions
• Contact information (i.e., telephone numbers, emails, and website addresses)
• Providers’ names and credentials
• Services offered
• Hours of operation
• How appointments can be scheduled
• Healthcare facility’s policies and procedures (e.g., payment policies, appointment cancellations, medication refills, assistance after hours)
• Insurance plans accepted
Purpose: Providing patients with a written brochure listing the facility’s information, policies, and procedures enables them to use it as a reference.
2. Proofread the brochure. Revise as needed. Print the brochure.
Purpose: It is important to proofread and revise documents as needed before they are made available to patients.
3. Role-play the first scenario with a peer. Give a brief summary of the different parts of the brochure. Use words the patient will understand.
Purpose: By discussing each part of the brochure with the potential patient, you can explain what is printed. Summarize the information without reading the sections to the patient.
4. Ask if the patient has any questions. Actively listen to the patient’s concerns. Address those concerns.
Purpose: By actively listening, you will be able to identify issues or confusion the patient is experiencing. It is important that the messages during the conversation are clear for both parties.
5. Role-play the second scenario with a peer. Give a brief summary of the different parts of the brochure. Use words that the patient understands.
Purpose: By reviewing the brochure, you can summarize the policies. If the patient has an immediate question, you can answer it.
6. Ask if the patient has any questions. Actively listen to the patient’s concerns. Address those concerns.
Purpose: By actively listening, you will be able to identify issues or confusion the patient is experiencing. It is important that the messages during the conversation are clear for both parties.