2. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-1 Patient Education PowerPoint® presentation to accompany: Medical Assisting Third Edition Booth, Whicker, Wyman, Pugh, Thompson

3. © 2009 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.

4. © 2009 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.

5. © 2009 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.

6. © 2009 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

7. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-6 The Educated Patient Takes a more active role in medical careIs often more compliant with treatment programs Is better informed about how to maintain a healthy state

8. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 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

9. © 2009 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!

10. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-9 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 Types of Patient Education: Printed Materials

11. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-10 Educational Newsletters Medical office newsletters :   Are written by the doctor or office staff   Contain practical health care tips   Offer updates on office policies   Provides information about new diagnostic tests and equipment Types of Patient Education: Printed Materials

12. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-11 Community Assistance Directory A valuable aid for referring patients to appropriate agencies Meals on Wheels Day Care Centers Medical Services Types of Patient Education: Printed Materials

13. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-12 Many physicians arrange classes and seminars for their patients Health information web sites for general consumer health information Videotapes and DVDs are used effectively to educate about complex subjects and procedures Types of Patient Education: Visual Materials

14. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-13 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? A. A.Create a fact sheet with text explaining common heart diseases. B. B.Check out several books on healthy habits that affect the heart from the local library. C. C.Create a brochure with pictures and text to focus on dietary habits and other habits that affect heart functioning. Lack of pictures so this medium may not appeal to patients. Books cannot be removed from the office. Answer: RIGHT!

15. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-14 Promoting Good Health 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

16. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-15 Good Nutrition Regular Exercise Adequate Rest Healthful Habits Promoting Good Health Through Education: Healthful Habits

17. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-16 Balance Work Leisure No Smoking Limit Alcohol Intake Healthful Habits Promoting Good Health Through Education: Healthful Habits

18. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-17  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 Protection from Injury Promoting Good Health Through Education: Protection from Injury

19. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-18 Three Levels of Prevention Health-promoting behaviors Screening Rehabilitation Primary Level Secondary Level Third Level Preventive Measures Promoting Good Health Through Education: Preventive Measures

20. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-19 Categorize each of the following behaviors as a first, second, or third level of prevention. Apply Your Knowledge Tuberculin skin test Monthly self-breast exam Adopting healthy eating habits Annual mammograms Bladder retraining programs ANSWER:

21. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-20 The Patient Information Packet  Benefits of the Information Packet Improves relationships between the office and the patients  Simple, inexpensive, and effective medium Provides important information about the office policies and staff roles Excellent marketing tool All materials should be written at a sixth-grade level

22. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-21 Contents Introduction to the office Physician’s qualifications Description of the practice Introduction to the office staff Office hours Appointment scheduling The Patient Information Packet (cont.)

23. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-22 Contents Telephone policy Payment policies Insurance policies Patient confidentiality statement Other information The Patient Information Packet (cont.)

24. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-23  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 The Patient Information Packet: Distribution

25. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-24  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 The Patient Information Packet: Special Concerns

26. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-25 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? Apply Your Knowledge 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!

27. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-26 Educating Patients with Special Needs  Elderly patients Show respect Put information in writing Adjust procedures as needed when limitations are present

28. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 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  Mental retardation

29. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-28  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. Educating Patients with Special Needs (cont.)

30. © 2009 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!

31. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-30 Patient Education Prior to Surgery EducationalLegal Informed Consent Preoperative Instructions Postoperative Instructions

32. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-31 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 Patient Education Prior to Surgery (cont.)

33. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-32 FactualSensoryParticipatory Informs patient of specific details about the procedure and needed restrictions before and/or after surgery Provides the patient with descriptions of various sensations they may feel during the procedure Includes explanations and demonstrations of certain techniques required after surgery. Patients are allowed to provide a return demonstration of the technique to validate understanding and technique accuracy Patient Education Prior to Surgery (cont.)

34. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-33  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 Patient Education Prior to Surgery (cont.)

35. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-34  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 Patient Education Prior to Surgery (cont.)

36. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-35 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 –P rovides patients with descriptions of various sensations that may be felt during the procedure. Participatory –I ncludes 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. Right Answer!

37. © 2009 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

38. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 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.

39. © 2009 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!

40. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-39 In Summary  Patient education is key to patient care  Knowledgeable patient Active in own medical care Aware of benefits of activities to promote and protect health  Reasons for patient education Understand condition Prepare for procedures Policies of office  Use resources available

41. © 2009 The McGraw-Hill Companies, Inc. All rights reserved 14-40 Apprehension, uncertainty, waiting, expectation, fear of surprise, do a patient more harm than any exertion. ~ Florence Nightingale