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Chapter 012
- 1. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Office Environment and Daily
Operations
Chapter 12
- 2. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Introduction
The physician’s office is a busy place where the medical
assistant encounters new challenges every day.
When adaptation skills are learned and refined, office
efficiency increases and the schedule can handle
interruptions and emergencies.
- 3. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
This chapter will examine:
Actions that need to be taken before the office opens
Patient traffic flow as a consideration in office design
Expenses involved in the operation of a medical practice
Price comparisons for office supplies
Ways to save money in the medical office
- 4. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Opening the Office
Arrive early to prepare the office for the day ahead.
Allow only a certain number of employees to have keys
and alarm codes.
Numerous keys distributed gives more employees
access to the office after hours.
- 5. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Preparing for the Day Ahead
Each employee is responsible for his or her own work
space preparations.
Work together as a team.
Complete work quickly and efficiently.
- 6. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Duties before Patient Arrival
Call the answering service to collect messages.
Write the messages on the message pad to ensure that
a copy is kept.
Make copies of the day’s appointments
Provide a copy to each physician.
- 7. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Duties before Patient Arrival
Prepare medical records for patients that are to be seen.
Make certain that there are enough progress notes in
each medical record.
Glance over notes from the previous visit to be sure that
laboratory results are in the record and available to the
physician.
- 8. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Duties before Patient Arrival
Restock examination rooms
– Cotton balls
– Adhesive bandages
– Gauze pads
– Patient gowns
– Drapes
- 9. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Duties before Patient Arrival
Restock restrooms
– Toilet paper
– Soap
– Hand towels
– Urine specimen cups
- 10. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Duties before Patient Arrival
Make sure that prescription pads are available.
Keep the pads out of patient sight.
- 11. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Duties before Patient Arrival
Turn on equipment.
– lights
– computers
– lab machines
– copy machines
Run controls on lab equipment, if necessary.
Fill copy machine with paper.
- 12. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Duties before Patient Arrival
Check specimens and laboratory tests that need to be
viewed, and record results in the patient medical record.
Make certain the physician sees all test results
according to office policy.
- 13. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Duties before Patient Arrival
Prepare the accounting software or manual day sheet.
Gather enough encounter forms for the day.
Stock the patient check-in and checkout areas with
business and appointment cards.
- 14. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Patient Traffic Flow
Room design is generally out of the medical assistant’s
control.
Physical design and room layout can usually be changed
and adapted for patient traffic flow.
- 15. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Patient Traffic Flow
The fewer steps that patients have to walk as they work
their way through the office, the better.
Move patients from room to room only when no other
options exist.
- 16. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Pharmaceutical Representatives
Also called “detail persons.”
Do not always see the physician.
Restocks the sample drugs.
Answer questions about the drugs they represent.
Goal is to get the physician to prescribe their company’s
drugs more often.
- 17. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Other Office Visitors
Medical suppliers
Office suppliers
Medical equipment suppliers
- 18. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Other Office Visitors
Physicians
Take visiting physicians directly to the doctor’s office.
Notify the doctor at once that a physician is waiting in the
office.
- 19. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Other Office Visitors
Physician’s Family Members or Friends
Follow the physician’s directions as to family visits.
Never send family members or friends away without
notifying the doctor of their presence in the office.
- 20. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Using the Office Policy Manual
All employees must read the office policy manual and are
responsible for knowing the information contained in the
manual.
- 21. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Using the Office Policy Manual
Sections include:
Expected performance
of employees
Tardiness and
absenteeism policies
Sexual harassment
issues
Confidentiality
Vacations, sick time,
paid time off
Employee evaluation
Continuing education
Chain of command
How to deal with certain
patients and visitors
- 22. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Using the Office Policy Manual
Manuals should be written in clear, concise language.
Manuals should be consulted whenever questions
regarding policy arise.
All employees should sign a document stating that they
have read the manual.
All office tasks must be detailed in the policy and/or
procedure manual.
- 23. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Daily, Weekly, and Monthly Duties
Use checklists to ensure that all duties are completed.
Checklists help divide duties among staff members.
Include even the smallest tasks on the checklists.
- 24. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Constant Cleaning
Nothing should appear dirty in the physician’s office.
Countertops, sinks, door handles, and restrooms should
be checked frequently and cleaned whenever needed.
- 25. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Constant Cleaning
Look for items that need cleaning in the office.
Be conscientious about cleaning duties.
Supervisors will notice productivity, and this will reflect
positively during employee evaluations.
- 26. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Cleaning Services
Service performs more intensive cleaning chores.
Service usually cleans in the evenings and on
weekends.
- 27. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Cleaning Services
Communicate with the service, and immediately contact
them when cleaning is not done as expected.
Keep a log of tasks, and mark off those that are
completed.
- 28. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Filing
Critical job
Always a stack of filing to be done
Stay on top of this duty
Responsibility of every employee
- 29. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Filing (cont’d)
- 30. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Identifying the Need for Specific Supplies
Consult the policy manual to determine the way that
supplies should be ordered.
Take an inventory at least monthly.
Communication is the key to keeping supplies in stock.
- 31. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Budgeting
Salaries
Medical supplies
Business equipment
Medical equipment
Utilities
Rent or mortgage
Insurance
Maintenance
Taxes
Laboratory fees
Office supplies
Expenses in operating a medical practice include:
- 32. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Budgeting
Expenses are usually planned 1 year in advance.
Log expenses into specific categories monthly.
Adjust budget categories, and determine where
overspending has occurred.
- 33. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Comparing Prices
Compare prices when shopping for supplies and
equipment
Price may not be the only consideration when making a
purchase. Also consider:
– warranties
– bulk purchase discounts
– maintenance agreements
- 34. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
When Making Purchasing Decisions…
Consider:
price
delivery
shipping
handling charges
length of time to use all stock
- 35. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Ordering Supplies
Responsibility should be assigned to one person.
Determine a method for tracking usage and ordering.
Ensure that staff members note when supplies are taken
from stock.
Use the system that works best in the office.
- 36. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Internet Shopping
Compare prices on the Internet in addition to using local
suppliers.
- 37. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Ordering Equipment
More involved than ordering supplies
Often considered a capital purchase
Physicians almost always involved in capital equipment
- 38. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Capital Purchases
Different businesses use different monetary amounts to
classify capital purchases.
At least three estimates should be obtained before a
capital purchase is made.
- 39. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Outsourcing
Outsourcing could be less expensive than performing
treatments, tests, or procedures in the office
environment.
Compare prices, and determine the best outsourcing
company.
- 40. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Options for Equipment Purchase
Local supplier catalogs
Local supplier sales representatives
Used equipment
Purchasing equipment from retiring physicians
eBay
Internet
- 41. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Receiving an Order
Packing slips
List of items ordered and items shipped
Invoice
Itemized list of goods shipped that specifies price and
terms of sale
Statement
Summary of a financial account that shows the balance
due and transactions that affect the account
- 42. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Troubleshooting Equipment Failure
Consult owner’s manuals for troubleshooting
procedures.
Owner’s manuals are often available online.
Look for the simplest solutions first.
- 43. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Equipment Maintenance
Many machines must receive scheduled maintenance.
Records must be kept of all maintenance procedures.
Maintenance guidelines are usually found in owner’s
manuals.
- 44. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Preventing Waste while Saving Money
Use solar-powered calculators and battery rechargers.
Use refillable pens, pencils, and tape dispensers.
Use refillable calendars.
Use two-way envelopes.
Reuse file folders and binders.
- 45. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Preventing Waste while Saving Money
Refurbish office equipment.
Use bulletin boards.
Change to cloth towel dispensers.
Reuse printer toner and ribbon cartridges.
Retrofit exit sign bulbs.
Convert to high efficiency fluorescent lighting.
- 46. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Preventing Waste while Saving Money
Reuse dishware.
Use reusable forced air filters.
Eliminate single-use cups.
Reuse paper printed only on one side.
- 47. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Lunch and Break Etiquette
Take a morning and afternoon break
Stagger breaks with those of other employees
Alternate lunch hours
Use the lunch hour to rest and refresh
Eat a nutritious lunch
- 48. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Lunch and Break Etiquette
Be respectful of break and lunch time restrictions.
Clean dishes used and put them away.
Do not store food and medical supplies that need
refrigeration together.
Clean the refrigerator at least once a week.
Keep lunch and break areas clean.
- 49. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Sending and Receiving Email
Always project a professional tone.
Use office systems for work-related email only.
Never forward comics or sexually explicit email using the
office system.
Treat email as confidential if it relates to a patient.
- 50. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Sending and Receiving Email
Email and all computer activity can be monitored in real
time.
Files are not completely gone even when deleted.
Do not participate in any email activity that you would not
want your supervisor to read.
- 51. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Internet Research
Look for information from sites that can be trusted.
Bookmark good sites for future reference.
- 52. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Internet Research
Various types of information can be found on the
Internet, such as:
Company reports
Financial information
Company profiles
Conference proceedings
Seminar announcements
- 53. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Internet Research (cont.)
Law, government announcements, and parliamentary
debates
News and current affairs
Databases of reference material
Places to discuss topics and ask for help
- 54. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Traveling for Business Purposes
Training seminars and workshops allow employees to gain
CEUs, learn new techniques and procedures, and
maintain certifications.
- 55. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Seminars and Workshops
Physicians are required to earn a certain number of
continuing education units each year.
Depending on what type of certification the medical
assistant holds, he or she may be required to earn
continuing education units as well.
- 56. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Seminars and Workshops
When considering the cost of seminars and workshops,
don’t forget to include:
Cost of workshop itself
Travel costs
Hotel
Gas
Food
- 57. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Scheduling Travel, Hotel Rooms, and Car
Rentals
Location of event dictates the type of travel
arrangements that should be made.
The Internet is often used to book travel arrangements.
Staff members should expect reimbursement for
reasonable business expenses.
- 58. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Suspicious Persons
Keep a distance if a suspicious person enters the office.
Stay behind counters and desks.
Lock doors that lead to the reception area, if possible.
- 59. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Suspicious Persons
Attempt to notify another employee as soon as possible.
Plan codes for different types of emergency situations.
“Norman is here to see you.”
- 60. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Robbery
Thieves may assume that the physician’s office has cash
or, more likely, narcotics on hand.
Never argue or fight with such persons.
Attempt to get them out of the office as soon as
possible.
- 61. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Basic Identifying Markers
Height
Weight
Hair color and length
Clothing, especially the color
Race
Distinctive markings (scars, tattoos, and so on)
- 62. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Office Security
Store cash and narcotics in locked cabinets.
Use an alarm system.
Limit the employees who know alarm codes.
- 63. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Smoke Alarms
Two types of smoke alarms:
Photoelectric
Ionization
Change batteries twice a year at daylight savings time.
- 64. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Fire Extinguishers
Fire extinguishers must be serviced annually by a fire
professional.
Staff members should be trained in the use of fire
extinguishers.
- 65. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Fire Extinguishers
Multipurpose ABC extinguishers are suitable for small
businesses.
Basic Use:
P—Pull the pin
A—Aim the hose
S—Squeeze the handle
S—Sweep the nozzle
- 66. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Is the Physician’s Office Safe?
Are all exit ways accessible and unobstructed?
Are all of the fire extinguishers operational and properly
locatable?
Are all of the emergency lighting units and exit signs
operational?
Are any extension cords or multiplug adaptors in use?
- 67. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Is the Physician’s Office Safe?
Is there an escape plan with two ways out, and do
employees know how to use it?
Is the fire alarm and sprinkler system functioning
correctly and easily accessible?
Is all storage neat and orderly and not obstructing
sprinkler heads?
- 68. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Is the Physician’s Office Safe?
Are all flammable liquids and materials stored away from
heat sources?
Are all plumbing, mechanical, and electrical systems
functioning properly?
- 69. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Fire Exits and Escape Routes
At least two exits must be designated as fire exits in the
medical facility.
They must be clearly marked and easily accessible.
Escape plans must be posted in several areas of the
facility.
- 70. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Locked Storage Areas
Narcotic and other drugs should be kept in locked
cabinets.
Limited access should be granted to employees.
Prescription pads should be kept in a locked cabinet and
never left out in plain sight.
- 71. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Waste Storage and Destruction
Medical waste and regular waste are found in the
physician’s office.
Medical waste must be disposed of according to OSHA
guidelines.
– Records must prove that medical waste was collected and
destroyed.
Regular trash is collected two or three times a week.
- 72. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Ergonomics
Ergonomics is the applied science concerned with
designing and arranging things people use so that the
interaction between them is efficient and safe.
- 73. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Acoustics
Acoustics is the science that deals with the production,
control, transmission, reception, and effects of sound.
Acoustics can affect confidentiality in the physician’s office,
so office acoustics must be designed to guard the
patient’s right to privacy.
- 74. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
White Noise
White noise masks undesirable noises, such as multiple
conversations in interior spaces.
Most people have no idea that white noise is being
generated.
Sometimes white noise sounds like a soft static.
- 75. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Identifying and Sharing Community
Resources
Get to know people and organizations in the community.
Use contacts as referral sources for patients who need
assistance.
Create a community resource list.
Stay in touch with contacts to make certain patients are
given correct, up-to-date information.
- 76. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Emergency Phone Numbers
Keep a list of frequently called and emergency phone
numbers.
Include:
Local hospitals
Local pharmacies
All physicians associated with the practice
All employees
Nonemergency police services
On-call physicians
- 77. Copyright © 2007 by Saunders, Inc., an imprint of Elsevier Inc.
Closing the Office
Check to see that all patients have left the office.
Straighten examination rooms.
Lock file cabinets, drawers, and doors that must be kept
locked.
Perform general housekeeping duties.
Send phone lines to the answering service, if applicable.
Lock the facility.