2. CHAPTER © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 14 Patient Education

3. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 14-2 Learning Outcomes 14.1Identify the benefits of patient education. 14.2Explain the role of the medical assistant in patient education. 14.3Discuss factors that affect teaching and learning. 14.4Describe patient education materials used in the medical office.

4. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 14-3 Learning Outcomes (cont.) 14.5Explain how patient education can be used to promote good health habits. 14.6Identify the types of information that should be included in the patient information packet. 14.7Discuss techniques for educating patients with special needs.

5. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 14-4 Learning Outcomes (cont.) 14.8Explain the benefits of patient education prior to surgery, and identify types of preoperative teaching. 14.9List educational resources that are available outside the medical office.

6. © 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

7. © 2011 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. © 2011 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. © 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!

10. © 2011 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 Printed Materials

11. © 2011 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  Provide information about new diagnostic tests and equipment Printed Materials (cont.)

12. © 2011 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 Printed Materials (cont.)

13. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 14-12 Many physicians arrange classes and seminars for their patients Health information websites for general consumer health information Videotapes and DVDs are used effectively to educate about complex subjects and procedures Visual Materials

14. © 2011 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.Create a fact sheet with text explaining common heart diseases. B.Check out several books on healthy habits that affect the heart from the local library. 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. © 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

16. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 14-15 Good Nutrition Regular Exercise Adequate Rest Healthy Habits

17. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 14-16 Balance Work Leisure No Smoking Limit Alcohol Intake Healthy Habits (cont.)

18. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 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

19. © 2011 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

20. © 2011 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. © 2011 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 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

22. © 2011 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. © 2011 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. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 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

25. © 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

26. © 2011 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. © 2011 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. © 2011 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 Developmentally delayed

29. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 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.

30. © 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!

31. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 14-30 Patient Education Prior to Surgery EducationalLegal Informed Consent Preoperative Instructions Postoperative Instructions

32. © 2011 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. © 2011 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. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 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

35. © 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

36. © 2011 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–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. Right Answer!

37. © 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

38. © 2011 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. © 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!

40. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 14-39 In Summary 14.1Educated patients take a more active role in their medical care. Office personnel will spend less time on the telephone. 14.2Medical assistants play a vital role in patient education because of their interaction with patients. They can share vital information with their clients. 14.3Factors that affect teaching and learning include patient ability to read and understand, patient educational needs, and teaching materials available.

41. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 14-40 In Summary (cont.) 14.4The types of patient education materials that are in medical offices are brochures, booklets, fact sheets, newsletters and community- assistance directories. 14.5Patient education promotes healthy habits by teaching patients the importance of developing healthy habits such as eating properly and exercising regularly.

42. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 14-41 In Summary (cont.) 14.6The 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. 14.7Educating patients with special needs takes patience. Approach each case separately and understand each patient’s situation and point of view.

43. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 14-42 In Summary (cont.) 14.8Educating 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.

44. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 14-43 Apprehension, uncertainty, waiting, expectation, fear of surprise, do a patient more harm than any exertion. ~ Florence Nightingale End of Chapter 14