Transcript Patient Education - McGraw Hill Higher Education

CHAPTER
14
Patient Education
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14-2
Learning Outcomes
14.1 Identify the benefits of patient education.
14.2 Explain the role of the medical assistant in
patient education.
14.3 Discuss factors that affect teaching and
learning.
14.4 Describe patient education materials used in
the medical office.
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14-3
Learning Outcomes (cont.)
14.5 Explain how patient education can be used to
promote good health habits.
14.6 Identify the types of information that should
be included in the patient information packet.
14.7 Discuss techniques for educating patients
with special needs.
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14-4
Learning Outcomes (cont.)
14.8 Explain the benefits of patient education prior
to surgery, and identify types of preoperative
teaching.
14.9 List educational resources that are available
outside the medical office.
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14-5
Introduction
• Health education = lifelong pursuit
• Medical professionals
– Encourage and teach health habits and
behaviors
• Medical assistants
– Recognize and overcome roadblocks to
education
– Become comfortable with teaching
– Lead others to their highest level of health
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14-6
The Educated Patient
Is better informed about how to
maintain a healthy state
Is often more compliant with treatment
programs
Takes a more active role in medical care
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14-7
The Educated Patient (cont.)
• Benefits to the medical office
– Patients are more satisfied
– Patients are more likely to follow instructions so tests
do not have to be rescheduled
– Patients are less likely to call the office with
questions, so staff spends less time on the telephone
• Medical assistant
– More interaction with the patient
– Assess educational needs at every visit
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14-8
Apply Your Knowledge
What are the results of patient education?
ANSWER: Patients can take a more active role in their
health care. They are more compliant with the treatment
program, stay healthier, and are more satisfied clients of
the medical practice.
EXCELLENT!
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14-9
Printed Materials
Brochures, Booklets, and Fact Sheets
 Explain procedures that are performed in
the medical office
 Provide information about specific diseases
and medical conditions
 Provide information to help patients stay
healthy
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14-10
Printed Materials (cont.)
Educational Newsletters
Medical office newsletters:
 Are written by the doctor or office staff
 Contain practical health care tips
 Offer updates on office policies
 Provide information about new diagnostic
tests and equipment
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14-11
Printed Materials (cont.)
Community-Assistance Directory
A valuable aid for referring patients to
appropriate agencies
Meals
on
Wheels
Medical
Services
Day
Care
Centers
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14-12
Visual Materials
Videotapes and DVDs are used effectively to
educate about complex subjects and procedures
Many physicians arrange classes
and seminars for their patients
Health information
websites for general
consumer health
information
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14-13
RIGHT!
Apply Your Knowledge
A medical assistant employed in a cardiology office is asked by
the physicians to create some form of publication to educate
patients about healthy heart habits. Which of the following
mediums do you feel will be most effective and why?
Answer:
A. Create a fact sheet with text explaining common heart
diseases.
Lack of pictures so this medium may not appeal
to patients.
B. Check out several books on healthy habits that affect the
heart from the local library.
Books cannot be removed from the office.
C. Create a brochure with pictures and text to focus on dietary
habits and other habits that affect heart functioning.
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14-14
Promoting Health and Wellness Through
Education
• Health is a complex concept involving physical,
mental, emotional, and social influences working
together
• Consumer Education has helped Americans
become more aware of good health practices
• Ways to achieve good health
– Develop good health habits
– Protect self from injury
– Take preventive measures to protect against disease
and illness
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14-15
Healthy Habits
Adequate Rest
Good Nutrition
Regular Exercise
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14-16
Healthy Habits (cont.)
Limit Alcohol
Intake
No Smoking
Work
Leisure
Balance
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14-17
Protection from Injury
• Safety tips to prevent
injuries
– At home
– At work
– At play
• Proper use of
medications
– Do not change dosage
– Do not mix
medications
– Report unusual
reactions
– Tell doctor about any
OTC medications
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14-18
Preventive Measures
Three Levels of
Prevention
Third Level
Rehabilitation
Secondary Level
Screening
Primary Level
Health-promoting
behaviors
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14-19
Apply Your Knowledge
Categorize each of the following behaviors as a
first, second, or third level of prevention.
ANSWER:
Tuberculin skin test
Monthly self-breast exam
Adopting healthy eating habits
Annual mammograms
Bladder retraining programs
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14-20
The Patient Information Packet
• Benefits of the information packet
– Improves relationships between the office and
patients
• Simple, inexpensive, and effective medium
– Provides important information about office policies
and staff roles
– Excellent marketing tool
All materials should be written at a sixth-grade level
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14-21
The Patient Information Packet (cont.)
Contents
•
•
•
•
•
•
Introduction to the office
Physician’s qualifications
Description of the practice
Introduction to the office staff
Office hours
Appointment scheduling
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14-22
The Patient Information Packet (cont.)
Contents
• Telephone policy
• Payment policies
• Insurance policies
• Patient confidentiality
statement
• Other information
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14-23
Distribution of Patient Information Packet
• Patients must receive and read the information
packet in order for the materials to be effective
– Hand the packet to new patients and review the
contents with them
– Mail the packet to patients prior to the initial visit if
time permits
– Keep additional copies available in the office where
patients can access them easily
– For patients with special concerns, pictures and
charts may be needed to communicate the
information
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14-24
The Patient Information Packet: Special
Concerns
• Patients who cannot read well or cannot
speak or understand English
– Use pictures and charts
– Translations
– Family or friends may be
able to read it to them
• Match learning materials to patient needs
and level of understanding
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14-25
Apply Your Knowledge
Following their office visit, several patients inquire about the
credentials of the practitioner seeing them during the visit.
How can this information be made available to the patients?
ANSWER: Using a digital camera or other device, take
photos of office personnel and place the photos with their
credentials in the office content packet.
IMPRESSIVE!
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14-26
Educating Patients with Special Needs
• Elderly patients
– Show respect
– Put information in
writing
– Adjust procedures as
needed when
limitations are present
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14-27
Educating Patients with Special Needs (cont.)
• Patients with mental impairments
– Use tact and empathy
– Speak at the patient’s level of understanding
– Common conditions
• Dementia
•
•
•
•
Alzheimer’s disease
Emotional problems
Drug addiction
Developmentally delayed
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14-28
Educating Patients with Special Needs (cont.)
• Patients with hearing impairments
– The ability to hear is not a measure of intelligence
• Patients with visual impairments
– Use normal tone of voice
– Verify that all verbal instructions have been heard
correctly
• Multicultural issues
– Patients from diverse cultures may have different
beliefs about the causes and treatments of their
illness.
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14-29
Apply Your Knowledge
The medical assistant needs to instruct Mrs. Lorenzo, who is
hearing impaired, about obtaining a urine specimen. What
should the MA remember concerning patients with hearing
impairments?
ANSWER: When instructing Mrs. Lorenzo, the medical assistant
should talk in a quiet room and face Mrs. Lorenzo so she can see
the MA’s mouth. The MA should speak a little louder and clearly
but not shout at her. The MA should have Mrs. Lorenzo repeat the
instructions to verify understanding.
GOOD ANSWER!
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14-30
Patient Education Prior to Surgery
Educational
Preoperative
Instructions
Legal
Informed Consent
Postoperative Instructions
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14-31
Patient Education Prior to Surgery
(cont.)
Benefits of Preoperative Education
 Increases patients’ overall satisfaction
 Reduces patient anxiety and fear
 Reduces use of pain medication
 Reduces complications following surgery
 Reduces recovery time
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14-32
Patient Education Prior to Surgery
Factual
Sensory
(cont.)
Participatory
Includes explanations and demonstrations of certain
Provides
the
patient
with descriptions
ofthe
various
Informs
patient
of specific
detailsPatients
about
procedure
techniques
required
after surgery.
are allowed
to
sensations
they
may feelbefore
during
the technique
procedure
and
needed
restrictions
after surgery
provide
a return
demonstration
ofand/or
the
to
validate understanding and technique accuracy.
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14-33
Patient Education Prior to Surgery (cont.)
• Using anatomical models
– A visual representation
helps patients better
understand what will
take place
• Helping patients relieve
anxiety
– Allow extra time for
patients to grasp
information
– Use positive words when
possible
– Have family members
present
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14-34
Patient Education Prior to Surgery (cont.)
• Verifying patient
understanding
– Have patients explain to
you in their own words their
understanding of what has
been taught
– Use return
demonstrations to validate
understanding of procedural
instructions
– Provide a contact number
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14-35
Right
Answer!
Apply Your Knowledge
Describe the types of patient education.
ANSWER: The three types of patient education are:
Factual–Informs patients of specific details about a procedure
and needed restrictions before and/or after surgery.
Sensory–Provides patients with descriptions of various
sensations that may be felt during the procedure.
Participatory–Includes explanations and demonstrations of
certain techniques required after surgery and requires that
patients perform a return demonstration of the technique to
validate understanding and technique accuracy.
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14-36
Additional Educational Resources
• Libraries
– Public libraries
– Hospital patient resource
rooms
• Computer resources
– Online services
– CD-ROMs
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14-37
Additional Educational Resources (cont.)
• Community
resources
–
–
–
–
Nursing home care
Visiting nurses’ care
Counseling
Rehabilitation
• Associations
– American Cancer
Society
– American Diabetes
Association
– American Heart
Association
Note: These outside resources may be used by office
personnel or patients to obtain educational information.
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14-38
Apply Your Knowledge
List resources that are available to provide patient
education materials.
ANSWER: Community resources for patient education
include libraries and patient resource rooms, computer
resources, community resources such as home health, and
health-related associations such as the AHA.
Correct!
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14-39
In Summary
14.1 Educated patients take a more active role in
their medical care. Office personnel will spend
less time on the telephone.
14.2 Medical assistants play a vital role in patient
education because of their interaction with
patients. They can share vital information with
their clients.
14.3 Factors that affect teaching and learning
include patient ability to read and understand,
patient educational needs, and teaching
materials available.
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14-40
In Summary (cont.)
14.4 The types of patient education materials that
are in medical offices are brochures, booklets,
fact sheets, newsletters and communityassistance directories.
14.5 Patient education promotes healthy habits by
teaching patients the importance of
developing healthy habits such as eating
properly and exercising regularly.
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14-41
In Summary (cont.)
14.6 The contents of the patient’s information
packet should include an introduction to the
medical office, the physician’s qualifications, a
description of the practice; an introduction to
staff, office hours, appointment scheduling,
telephone policies, payment and insurance
policies, a confidentiality statement, and other
pertinent information.
14.7 Educating patients with special needs takes
patience. Approach each case separately and
understand each patient’s situation and point
of view.
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14-42
In Summary (cont.)
14.8 Educating patients prior to surgery is vital to a
successful outcome through instructing them
on proper procedures before surgery. The
types of preoperative teaching methods are
factual, sensory, and participatory.
14.9 Additional educational resources in the
medical facility can consist of patient resource
rooms and libraries, computer resources, and
community resources that are provided by the
office.
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.
14-43
End of Chapter 14
Apprehension, uncertainty, waiting, expectation,
fear of surprise, do a patient more harm than any
exertion.
~ Florence Nightingale
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.