The case study: Crowded Clinic provided some good examples of what many busy clinics have to deal with on daily basis. Lately, there have been multiples computer systems to improve scheduling problems for the outpatient clinics, such as “Open Access”, “AdvancedMD”, “Medical Office Online”, and many more. These programs do help with daily operations of a medical office, however, in order to make patients feel more welcome few other things can be implemented. Such as letting receptionists handle arriving patients right away, instead of making patients wait while the receptionist handles phone calls, assist with prescriptions, and/or handle emergencies. It means that everyone in the office should multi task and should be cross trained, so they all can help with front office duties. This should be required upon hiring. Per Carrie Rossenfeld from Medical Office Today: other medical office personnel can be handling all phone calls, leaving receptionists do their primary responsibilities – checking patients in, answering their questions, and making them feel comfortable. (Rossenfeld, N. D.)
Waiting room of a medical office is the first thing patients see when they come in. The waiting room should have a lot of sun light, calming music playing in the background, soft paint color on the walls. The waiting room at the office should have some posters on different languages for those multilingual patients to feel more comfortable. The seats should be soft to accommodate needs of patients with chronic back pain. After all, patients do spend a lot of time waiting for a doctor appointment. Those uncomfortable seats cause patients to get anxious. They should have a water cooler to be available for patients, as well as tissues.
Front office perso...
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...possible and might be pricy.
Works Cited
Rossenfeld, C. (n.d.). Making Wait Time More Pleasant for Your Patients You Can Alleviate the Angst of Waiting and Keep Patients Happy. Retrieved from http://www.medwaittime.com/news/medicalofficetoday-makingwaittime.php
Office of the Deputy Chief of Staff for Intelligence US Army Training and Doctrine Command Ft. Leavenworth, Kansas. Arab Cultural Awareness: 58 Factsheets. (2006, December). Retrieved from www.fas.org/irp/agency/army/arabculture.pdf
Marohn, K., & Dickrel, S. (2012, December 09). Medical Interpreters Help Patients, Doctors Communicate. Retrieved from http://www.usatoday.com/story/news/health/2012/12/07/medical-interpreters-help-communicate/1755007/
Brolley, E., Tu, A., & Wong, E. (2002, January).Communicating With Your Chinese Patient. Retrieved from depts.washington.edu/pfes/PDFs/ChineseCultureClue.pdf
Patient care is the core of any hospital, without patients and hospital would be unable to operate. In this discussion board, I am going to describe patient experience model in my organization; including standards, measures, staff training, reward and recognition programs. Next I will discuss how well the customer service model works and provide 2 examples illustrating the effectiveness of the model. Following this I will describe the customer service model on my department, the role that nurses play, and how the nursing manager is involved. Finally, I will discuss how customer satisfaction is measured on your unit, and how it is maintained. Lastly I will describe why customer satisfaction is now tied to reimbursement.
Dr. Jey Arthur, of Sutter Memorial Hospital, is an idol when it comes to physicians within a hospital’s Emergency Room. During his shift, the entire atmosphere of the Emergency Room changes. Nurses become more interactive with their patients and the patient’s rooms are no longer filled with misery and hopelessness. From the second the patient is assigned a room, Dr. Arthur is constantly visiting keeping the patient well informed and up to date on what the physicians and nurses are doing and their progress. From my time shadowing Dr. Aurther, not a single patient had lost a smile when he left the room. Beyond the care of the patient, Dr. Arthur has established absolute order with those working in the Emergency Room. Dr. Arthur has made himself
Professional providers of language in medicine or medical interpreters are often portrayed as invisible language facilitators (Angelelli 7). This means that their role is to convey the meaning into the other language between parties in the interaction which is accomplished through a conduit role or message converter role. The incremental intervention model of interpreting lets interpreters use a variety of roles including cultural broker and advocate role. Advocacy is a role that an interpreter takes that moves from interpreting the communication between speakers to acting on behalf of one of the speakers based on the interpreter’s understanding of what the speaker’s intended outcome is (NCIHC). It is challenging for medical interpreters to judge when to switch from their role as message converters to become patient advocates, and speak out in their own voice on behalf of a patient maintaining, at all times, high ethical and professional standards. When interpreters step in the role of patient advocate they become visible in the interaction going beyond the conduit role and becoming co-participants in the triad. What is the ethical role of the medical interpreter as an advocate for the Latino patient?; when is it appropriate to use advocacy?; how to make the decision?; what are the consequences of inappropriate use of advocacy role?; what are the boundaries?
Allowing the patients to choose the scheduled time of when to make an appointment with the physician makes them feel welcome. The flexibility is increased significantly; besides, the fact is a personal commitment makes them feel the need to see the doctors for treatments. The clinics may also consider moving hospitals closer to their patients. Alternatively they may opt to have mobile clinics when they have the highest patient turn out and take treatment to those who feel they may otherwise not be able to afford treatment (Humphries & Eddy, 2000). Reminders also helps to increase the attendance rate since patients may fail to attend due to finances and busy schedules (Phipps, 2003).
The top priority of the medical interpreters is removing language barrier between the medical practitioners and the patients and helping the patients to treat properly. Indeed, impartiality can be challenged in medical setting. However, some articles are pointed out that the interpreter who is related to the patient is not always harmful to the patients and the medical practitioners. Therefore, when the medical interpreters take an assignment, they should consider what the best is for the patients and the medical practitioners.
In caring for patients in the hospital setting today one must look at variety of patients from various background. Healthcare providers should be aware of patients’ culture, beliefs and attitude to provide quality care. The Office of Minority Health of the Federal Government has developed a set of 14 principles called the CLAS Standards (Culturally and Linguistically Appropriate Services), which are mainly directed at healthcare organization, and are mandated for all organizations receiving Federal funds. The focus is on the terms of linguistic services and efforts to provide information to patients in their own language through availability of brochures, interpreters, and other means. In this essay I would like to exam cultural considerations with emphasis on impaired verbal communication related to language barrier, because I feel that communication barrier can cause a reduction in healthcare quality and low patient satisfaction.
Hourani, Albert. A History of the Arab Peoples. Cambridge, MA: Belknap of Harvard UP, 1991. Print.
increases in patient satisfaction, which in a hospital setting is important not only for our
Pashley, H.(2012). Overcoming barriers when caring for patients with limited english proficiency. Association of Operating Room Nurses.AORN Journal, 96(3), C10-C11. doi:http://dx.doi.org/10.1016/S0001-2092(12)00833-2
Being able to communicate effectively with other health care providers does more than simply enhance the pleasantries that occur while at work, it can also protect patients from imminent danger.
Although the lives of so many of these patients are not easy, they still find a way to keep going and not give up on their loved ones or themselves. That in itself gives me hope. “The Waiting Room” reveals how difficult a day in the emergency room can be, but in the midst of all the stress still lies a lot of hope. I respect every person in this documentary for sharing their story and perspective because in turn, it has widened mine. No story is the same, but at the end of the day, everyone is just fighting to stay
Going to the doctor can be a frightening experience for many people. Choosing a doctor is a difficult process that can result in a poor experience at the appointment or worse in some cases. First impressions play a large role in a patients response to the practice overall. “Great Smiles” focuses on this concept and shapes their office procedures to make all first visits a positive experience. This office is located on a busy main road in an upper class suburban area of Michigan. The buildin...
...ulture is changing, Hmong are not all the same, importance of family, privacy issues, mental health issues, and small talk is important (Barrett et al., 1998, 181-182) . Overall, Barrett and others concluded that in order to improve interaction between patient and doctor all they have to do is follow these easy steps. First, is to be kind and have a positive attitude towards the patient and interpreter. Second, learn about each other’s cultures prior to meeting, to better understand each other. Third, better explain diagnosis and treatment options to patients. Fourth, improve translation providers need to get better interpreters who could concisely explain the consultation. Fifth, involve the family to make more thorough decisions. Sixth, respect patient’s decisions and there are still other alternatives to improve interaction (Barrett et al., 1998, 182-183).
...ctors? Besides, if a hospital works like this , doctors should equip with medical ethics such as, doctor should equip with autonomy of the individual, professional justice ,beneficence to everyone and non maleficent. Otherwise, it loss of meaning of this jobs. It is believed that most of the healthcare staff are enthusiastic. However, there are so many annoying social activities staff should attend but that is not include in their working scope.(醫者心) Therefore, even healthcare staff full of conscientious however it scattered the attention or energy by the social activities. Thus the quality of health care gradually decrease.(irrational non humanized)
Patients make up a huge part in achieving service excellence for the healthcare industry. My healthcare facility helps the patients redeem themselves and correct with sensitivity. The patients are my customers, and my healthcare facility must remember our mission and vision of giving spectacular healthcare to our customers who are our priority. By giving quality customer service, my healthcare facility earns the gratitude and patronage of its patients. The patients pass their experiences to their families and that keeps my healthcare facilities’ reputation successful