Study Guide Chapters 1, 4, 5
Help!
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| Effective Communication | Improves compliance with the physician treatment plan.
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| AAMA-CMA | Broad range of admininstrative and clinical skills, 5 year certification. Gives us the right to be called CMAs.
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| Continuing Education | 60 hours for 5 years. 12 credits per year.
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| Externship | Benefits: Apply knowledge in a real-world setting, There is more than one acceptable method of practice, Establish a professional network.
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| Dress Code | To demostrate a professional appearance. OSHA standards.
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| Communication Skills (Foundation of All Patient Care) | (1) Treat all patients with compassion and empathy (2) Adapt to comprehension skill of each patient (3) Use appropriate medical technology, no jargon.
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| Positioning is Important | Position , the physical stance of two individuals while communicating, is a key factor to consider while communicating with patients. You be at the same level as the patient.
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| For the Physician: Will he answer my questions | This is one of the patient's concerns.
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| What if you don't understand? | I am sorry, I am confused by.... This will ensure you understand what message is being conveyed. Be polite if you need something repeated.
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| Open-Ended/Close-Ended Questions | Open-ended questions encourage therapeutic communication because the patient is required to verbalize more information.
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| What are coping techniques? | Plan ahead, arrive early, managing your lifestyle, work smarter, not harder. Take breaks when need. To relax, listen to calming music.
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| Tools of Communication | Telephone, used for scheduling appoinments, general question. Fax, a copy can be sent. E-mail, used for meeting reminders. Conference Call, 2 consulting physicians. Snail Mail, original copy mailed.
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| Attribute (Attitude) | A friendly, warm disposition and a sense of humor will help patients feel more at ease. Your attitude should radiate genuine interest.
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| Attribute (Empathy) | Means to consider the patient's welfare and to be kind. It means stepping into the patient's place, discovering what the patient is experiencing, and then recognizing and identifying with those feelings.
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| Attribute (Dependability) | Being dependable means that employer and co-workers rely on the medical assitant to be respectful of them, of patients, and of equipment and materials.
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| Attribute (Initiative) | Willingness and ability to work independently shows initiative. A person with initiave is obervant, notices work that needs to be done, and then takes action to complete those tasks without being told.
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| Attribute (Flexibility) | The ability to be adaptable is trait that serves all professionals well. In patient care, unexpected situations arise daily, and medical assistants must be able to responds to a variety of situations.
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| Attribute (Desire to Learn) | Willingness to continually learn and grow is the mark of a true professional. With growing technology in medicine, there is an ongoing necessity for constant learning.
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| Attribute (Ability to Communicate) | It is important that medical assistants learn to develop the ability to communicate well verbally and nonverbally with patients, staff, and other professionals.
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| Attribute (Ethical Behavior) | Ethics is a system of values each individual has that determines perceptions of right and wrong. Good ethical behavior will have a positive impact on the profession of medical assiting and on the medical community as well.
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| Attitude (Credibility) | A credible person is expert (experienced, qualified, intelligent, skilled) and trustworthy (honest, fair, unselfish, caring).
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| Attitude (Ability to Prioritize) | Ability to prioritize and organize your own and others' workload matching needs of the medical office and the needs of the patient.
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| Attitude (Discretion) | The quality of being discreet. Ability to make responsible decisions as it relates to patient care.
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| How can a postive attitude change a situation? | A postive attitude can facilitate open and honest communication with patients and medical staff. In additions, promoting quality patient care and help patient at ease.
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| Can a caring, understanding atttiude defuse a problem? | Yes, treat patients the way you would want to be treated. Patients deserve to be treated with care and with understanding attitude. This wil foster to progress of the patient's health care and build a crediable reputation of the medical staff.
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