1. 14
Patient Education

2. Learning Outcomes (cont.)
14.1 Identify the benefits of patient education and the medical assistant’s role in providing education.
14.2 Describe factors that affect learning and teaching.
14.3 Implement teaching techniques.
14.4 Choose reliable patient education materials used in the medical office.

3. Learning Outcomes (cont.)
14.5 Explain how patient education can be used to promote good health habits.
14.6 Describe the types of information that should be included in the patient information packet.
14.7 Describe the benefits and special considerations of patient education prior to surgery.

4. Introduction Health education = lifelong pursuit
Encourage and teach healthy habits and behaviors
Medical assistants
Recognize and overcome roadblocks to education
Become comfortable with teaching
Lead others to their highest level of health
The ultimate goal of all medical professionals is to encourage and teach healthy habits and behaviors to all patients.
In patient education, the medical assistant shares health information and encourages patients to make good health decisions.

5. The Educated Patient
Is better informed about how to maintain a healthy state
Is often more compliant with treatment programs
Learning Outcome: Identify the benefits of patient education and the medical assistant’s role in providing education.
Patient education
Encourages patients to take an active role in their medical care
Results in better compliance with treatment programs. Patients are more likely to comply with instructions if they understand the “why” behind the instructions.
Helps patents regain their health and independence more quickly.
Takes a more active role in medical care

6. The Educated Patient (cont.)
Benefits to the medical office
Satisfaction
Follows instructions
Less likely to call with questions, so staff spends less time on the telephone
Medical assistant participation in patient education
Place of employment and scope of practice
Awareness of patient understanding and needs
Learning Outcome: Identify the benefits of patient education and the medical assistant’s role in providing education.
Educated patients
Are more likely to be satisfied clients of the practice.
Follow pre-procedure instructions which lessens the chance that procedures will have to be rescheduled
Are less likely to call the office with questions.
The amount and type of education the medical assistant provides is determined by your place of employment and scope of practice.
Regardless of your role in patient education you should be aware of the patient’s educational needs and ability to understand.

7. EXCELLENT! 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.
Learning Outcome: Identify the benefits of patient education and the medical assistant’s role in providing education.
EXCELLENT!

8. Learning and Teaching Learning Domains of learning Knowledge Behaviors
Skills
Domains of learning
Cognitive
Affective
Psychomotor
Learning Outcome: 14.2 Describe factors that affect learning and teaching.
Learning is the acquiring of new knowledge, behaviors, or skills, which are also known as the domains of learning.
Knowledge – the cognitive domain, includes the theoretical or practical understanding of a subject and the ability to recall it.
Behavior – the affective domain, is how one approaches learning. It includes feelings, values, appreciation, enthusiasms, motivations, and attitudes.
Skills – the psychomotor domain, include physical movement, coordination, and use of motor skills to complete a task
For learning to occur, all three domains of learning must be considered during the teaching process.

9. Correct! Apply Your Knowledge
ANSWER:
Match the following: Cognitive Affective Psychomotor
Sylvia is taking her medications correctly
Sylvia understands the effect of her diabetic diet.
Sylvia started exercising to help her keep her diabetes under control.
Sylvia has a positive attitude about her ability to control her diabetes.
Sylvia is able to recall information about diabetes.
Sylvia is motivated to learn. P C P
Learning Outcome: Describe factors that affect learning and teaching. A
Correct! C A

10. Participatory – Skills
Teaching Techniques
Types of teaching
Sensory – Behaviors
(affective domain)
Factual – Knowledge
(cognitive domain)
Participatory – Skills
(psychomotor domain)
Learning Outcome: 14.3 Implement teaching techniques.
Any instructions given to patients are a type of patient education.
When providing education, three types of teaching can occur – factual, sensory, and participatory.
These three types of teaching correspond to the three domains of learning.

11. Teaching Techniques (cont.)
Factual Teaching
Provides details
Supported by written materials
Sensory Teaching
Physical sensations they may feel
All five senses may be involved
Learning Outcome: 14.3 Implement teaching techniques.
Factual Teaching
Provides details of the information that is being taught.
Usually supported with written materials so the patient can refer to the information at a later date.
Sensory Teaching
Provides a description of the physical sensations they may have as part of the learning or the procedure involved.
This learning relates to how the person is affected
All five senses may be involved.

12. Teaching Techniques (cont.)
Participatory teaching
Describe a technique
Modeling
Demonstrate the technique
Patient then performs a return demonstration
Verify understanding
Learning Outcome: 14.3 Implement teaching techniques.
Participatory Teaching
Demonstrations of techniques necessary to show that something has been learned.
First describe the technique to the patient and then demonstrate it.
Patient should then perform a return demonstration.
Modeling – the process of teaching a new skill by having the patient observe and imitate.
Verifying Patient Understanding
The key to the success of any educational process is verifying that patients have actually understood the information.
Have patients explain in their own words what they have learned. This is a form of feedback.
Have them engage in return demonstrations.

13. Cultural and Educational Barriers
When providing new materials consider
Cultural background
Age
Medical condition and emotional state
Learning style, educational background
Disabilities
Religious background
Readiness to learn
Learning Outcome: 14.3 Implement teaching techniques.
If patients cannot read well or who do not speak or understand English.
Create educational materials written in very simple terms that present information through pictures and charts.
Information may need to be translated into one or more languages. Patients must understand the office’s policies and procedures as well as any other educational information provided.
One-on-one explanations may be required.
Printed materials should still be taken home.
When demonstrating a procedure to patients, keep in mind any physical limitations they may have and adjust the procedure accordingly. Make sure patients understand the instructions by asking for a return demonstration.
Match the learning materials to the patient’s needs and level of understanding.
Keep in mind that patients can refuse treatment and information. If this occurs, notify the doctor and document the event in the patient’s chart.
Refer to Points on Practice: RESPECTING PATIENTS’ CULTURAL BELIEFS

14. participatory teaching.
Apply Your Knowledge
True or False?
ANSWER:
Return demonstrations are part of factual teaching.
Sensory teaching tells the patient what he will feel during a procedure.
Factual teaching provides the patient the what, when, and why.
Modeling is teaching a new skill through observation and imitation. F
participatory teaching. T T
Learning Outcome: 14.3 Implement teaching techniques. T
Bravo!

15. Patient Education Materials
Brochures, Booklets, and Fact Sheets
Explain procedures
Provide information about specific diseases and medical conditions
Provide information to help patients stay healthy
Learning Outcome: Choose reliable patient education materials used in the medical office.
Patient education materials inform patients and enable and encourage them to become involved in their own medical care.
Brochures, Booklets, and Fact Sheets
Many educational aids are prepared by pharmaceutical companies.
Others may be written by the physician or members of the office staff.
Electronic health record systems provide the ability to create or import informational materials for patients.
Refer to Procedure 14-1 Creating Electronic Patient Instructions
Whenever you give any kind of written materials to a patient, document in the patient’s chart exactly what was given to the patient.

16. Printed Materials (cont.)
Educational Newsletters
Practical health care tips
Updates on office policies
Information about new diagnostic tests and equipment
News about office staff
Learning Outcome: Choose reliable patient education materials used in the medical office.
Some publishing companies and medical groups offer newsletters that can be customized to your particular practice using software programs such as Microsoft Publisher.

17. Printed Materials (cont.)
Community-Assistance Directory
A valuable aid for referring patients to appropriate agencies
Meals on
Wheels
Medical
Services
Day
Care
Centers
Learning Outcome: Choose reliable patient education materials used in the medical office.
There are many community resources available that provide needed services to patients.
The medical assistant should be familiar with services that could assist with patient care. Good customer service is founded on providing or researching services that can assist in the goal of patient health and well-being.
Gather a listing of local agencies including correct name, address, Web address, phone number, contact person, and directions for submitting a referral for each resource listed. Contact the community resource and request information such as brochures, newsletters, and referral applications.
Type up an inventory sheet or Excel spreadsheet of your resources and make sure that all appropriate departments have a copy.
Refer to Procedure 14-2 Identifying Community Resources

18. Visual Materials
DVDs and videotapes – effective for educating about complex subjects and procedures
Many physicians arrange seminars and classes for their patients.
Learning Outcome: Choose reliable patient education materials used in the medical office.
When using visual educational materials, it is usually best to provide corresponding written materials that patients can keep for reference.

19. Visual Materials (cont.)
Libraries and patient resource rooms have a variety of educational materials.
Health organizations and associations also provide health information.
Learning Outcome: Choose reliable patient education materials used in the medical office.
Libraries and Patient Resource Rooms.
Most public libraries have an assortment of books, magazines, and electronic databases for health and medical topics.
Many hospitals provide patient resource rooms which have a variety of educational materials.
Associations
Directories of the names, addresses, telephone numbers, and Web sites of these health organizations are provided online or at libraries.
Search the Internet to obtain the latest contact information for each organization.
Refer to Table 14-1 Patient Resource Organizations.

20. Visual Materials (cont.)
Online health information
Check credibility of website
Develop a list for the patient
Education plan
Education needs
Outline
Resources
Teach
Evaluate
Learning Outcome: Choose reliable patient education materials used in the medical office.
Online Health Information
Suggest specific, reputable web sites for patients.
Check for credibility before using them or referring your patients to them
Obtain assistance and approval from the physician, a medical librarian, or other medical staff members
Develop a list of reputable sites to suggest to patients as part of patient education.
Refer to Procedure 14-3 Locating Credible Patient Education Information on the Internet
Once you are comfortable with types of learning and teaching as well as the educational materials available, you should be ready to start patient education.
Education plan
Identify the education needs of the patient
Create an outline
Collect resources for teaching
Carry out the teaching
Evaluate the effectiveness
Refer Procedure 14-4 Developing a Patient Education Plan

21. Correct! 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, online resources, community resources such as home health, and health-related associations such as the AHA.
Learning Outcome: Choose reliable patient education materials used in the medical office.
Correct!

22. Promoting Health and Wellness Through Education
Consumer Education – increased awareness of good health practices
Ways to achieve good health
Develop healthy habits
Protect self from injury
Take preventive measures
Learning Outcome: Choose reliable patient education materials used in the medical office.
Maintaining or improving your health is the best way to protect yourself against disease and illness.
Consumer education –geared, both in content and in language, toward the average person.
Consumer education has helped Americans become more aware of the importance of good health.
Patient education in the medical office should help patients achieve the goals for achieving good health.
Ways to achieve good health
Develop healthy habits
Take steps to protect yourself from injury
Take preventive measures to decrease the risk of disease or illness

23. Healthy Habits Adequate Rest Regular Exercise Good Nutrition
Learning Outcome: Explain how patient education can be used to promote good health habits.
Good nutrition – limit fat intake, eat an adequate amount of fruits, vegetables, and fiber
Adequate rest – 7 to 8 hours of sleep each night

24. Healthy Habits (cont.) No Smoking Work Leisure Balance
Limit Alcohol Intake
Balance
Work
Leisure
Learning Outcome: Explain how patient education can be used to promote good health habits.
Other healthy habits
Avoid drug use
Safe-sex practices
Safety practices
Refer to Educating the Patient: Tips for Preventing Injury
Whenever possible, recommend these guidelines to patients of all ages.
Remind patients that it is never too late to work toward improving their health.

25. Protection from Injury
Safety measures
Proper use of medications
Do not change dosage
Do not mix medications
Report unusual reactions
Tell doctor about any OTC medications
Learning Outcome: Explain how patient education can be used to promote good health habits.
Many accidents happen because people fail to see potential risks and do not develop plans of action. Discuss ways to avoid accidents and injury as part of the educational process.
Refer to Educating the Patient: Tips for Preventing Injury
Instructions for taking the medication must be followed exactly
Do not change the dosage or mix medications of any kind without first checking with the physician.
Report to the physician any unusual reactions experienced when taking medications.
Never share their medications with anyone else
Always ask the patient if he has told the doctor about all the medications he is already taking, including herbs, vitamins, and over-the-counter (OTC) medications.

26. Three levels of preventive health care
Preventive Measures
Three levels of preventive health care
Rehabilitation
Maintain function
Screening
Health-promoting behaviors
Diagnostic testing
Learning Outcome: Explain how patient education can be used to promote good health habits.
Preventive health care is an area in which patient education plays a vital role.
Health-Promoting Behaviors
Adopting healthy habits
Includes educating patients about the symptoms and warning signs of disease
Screening
Diagnostic testing of a patient who is typically free of symptoms
Allows early diagnosis and treatment of certain diseases
Annual screening – important to health maintenance
Rehabilitation
Rehabilitation and management of an existing illness
The objective is to maintain functionality and avoid further disability
Adopting healthy habits
Patient education

27. Apply Your Knowledge GOOD!
Categorize each of the following behaviors as a first, second, or third level of prevention.
ANSWER:
2nd
Tuberculin skin test
Daily exercise
Adopting healthy eating habits
Annual mammograms
Stroke rehab program
1st
Learning Outcome: 14.5 Explain how patient education can be used to promote good health habits.
1st
GOOD!
2nd
3rd

28. The Patient Information Packet
Benefits for patients
Improves relationships between the office and patients
Provides important information about office policies and staff roles
Office hours
Scheduling appointments
Payment policies
Learning Outcome: Describe the types of information that should be included in the patient information packet.
The patient information packet explains the medical practice and its policies.
Benefits of the Information Packet
Improves the relationship between the office and the patients
Helps clarify the roles of each office staff member
Informs patients of office policies and procedures
Office hours
How to schedule appointments
Payment policies
Patient information packet deals mainly with administrative matters.

29. The Patient Information Packet (cont.)
Benefits for office staff
Marketing tool
Aid to running office smoothly
Saves time answering questions
Use to acquaint new staff members with office policies
Learning Outcome: Describe the types of information that should be included in the patient information packet.

30. Contents of the Information Packet (cont.)
Introduction to the office
Physician’s qualifications
Description of the practice
Introduction to the office staff
Learning Outcome: Describe the types of information that should be included in the patient information packet.
It must be written in clearly and at a sixth-grade reading level.
Introduction to the Office – serves to welcome the patient to the office. Summarize the office’s philosophy of patient care. The office’s philosophy means the system of values and principles the office has adopted in its everyday practices.
Description of practice
Types of examinations or procedures commonly performed
Any special services, such as physical exams for employment or workers’ compensation cases
Introduction to the Office Staff – identify the staff positions according to their responsibilities and duties. Include the professional credentials and licenses of key staff members.
Materials should be written at a sixth-grade reading

31. Contents of the Information Packet (cont.)
Office hours
Appointment scheduling
Telephone policy
Payment policies
Learning Outcome: Describe the types of information that should be included in the patient information packet.
Office hours – what to do if an emergency occurs outside regular office hours
Appointment Scheduling
Explain the procedure for scheduling and canceling appointments.
List fees charged for breaking an appointment without advance notice
Telephone Policy
Explain which procedures can be handled over the telephone and which cannot.
State if the office bills for telephone calls in which medical advice is given.
Some offices schedule a certain time of the day for patients to call the physician.
Payment Policies
State if payment is expected at the time of a visit.
List accepted forms of payment

32. Contents of the Information Packet (cont.)
Insurance policies
Patient confidentiality statement
Other information
Learning Outcome: Describe the types of information that should be included in the patient information packet.
Insurance Policies
Advise patients to bring proof of insurance coverage and a picture ID
State if the office submits insurance claim forms directly to the insurance company or if the patient has this responsibility.
List fees for submission of secondary insurance forms
Outline the practice’s policy for handling Medicare coverage
Patient Confidentiality Statement
Include a copy of the office privacy policy through the Notice of Privacy Practices (NPP)
It must state that no information from patient files will be released without a signed authorization from the patient.
Patients must sign a document stating that they received the privacy notice and had the opportunity to have questions about the notice answered.
Other Information
Policy on referrals
Available community health resources or agencies
Special instructions for common office procedures

33. Distribution of Patient Information Packet
Give the packet to new patients
Mail the packet to patients
Refer patient to office website
Learning Outcome: Describe the types of information that should be included in the patient information packet.
Give the information to new patients at the time of their first office visit and briefly review the contents with them.
Many offices send the information packet to new patients prior to the appointment. Include directions and a map.
Refer patients to the practice’s Web site to review the patient information packet, complete patient registration forms, as well as obtain directions.

34. IMPRESSIVE! 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: Add this information to the patient information packet and also placed on the office website.
Learning Outcome: 14.6 Describe the types of information that should be included in the patient information packet.
IMPRESSIVE!

35. Patient Education Prior to Surgery
Vital to successful outcomes
Medical assistant
Support and explanations
Verify patient understands information given
Document
Informed consent
Signed
Placed in medical record
Learning Outcome: Describe the benefits and special considerations of patient education prior to surgery.
Patient education is vital to a successful outcome of surgical procedures.
Providing Patient Education
The physician must educate the patient about the need for surgery and its nature.
You must verify that they understand any information given by other members of the healthcare team.
Preoperative instruction may include discussion of postoperative care issues.
Determining if patients have all the information they need before surgery is essential from both an educational and a legal standpoint.
All patients must sign an informed consent form prior to surgical procedures. This is a legal document that provides specific information about the surgical procedure, including its purpose, the possible risks, and the expected outcome.
Place informed consent and documentation of all preoperative instruction in the patient’s chart.

36. Preoperative Education
Increases satisfaction
Reduces anxiety and fear
Reduces use of pain medication
Reduces complications following surgery
Reduces recovery time
Learning Outcome: Describe the benefits and special considerations of patient education prior to surgery.
Preoperative education increases patients’ overall satisfaction with their care.
Be sure the patient has a patient instruction sheet and can repeat the expectations back to you.

37. Helping Relieve Anxiety
Repeat and reinforce
Stress the positive
Involve family members
Provide contact information
Be reassuring
Verify understanding
Learning Outcome: Learning Outcome: Describe the benefits and special considerations of patient education prior to surgery.
The fear and anxiety of patients can adversely affect the learning process.
Allow extra time for repetition and reinforcement
Stress the positive rather than the negative whenever possible
Involve family members, particularly if the patient is especially apprehensive.
Provide contact information in case they have additional questions after they leave.
Remember to be reassuring, but to not “promise” a specific result.
Remember to verify that they understand everything.
Refer to Procedure 14-5 Outpatient Surgery Teaching

38. Apply Your Knowledge
Right Answer!
What are the benefits of preoperative education for the patient?
ANSWER: Preoperative education is important to the success of the procedure. It helps reduce anxiety and fear, use of pain medication, postoperative complications, and recovery time.
Learning Outcome: Learning Outcome: Describe the benefits and special considerations of patient education prior to surgery.

39. In Summary
14.1 Patients benefit from patient education because it can help them regain their health and independence more quickly. The medical office also benefits because patients will be less likely to call the office with questions. Educated patients take a more active role in their medical care.
14.1 Patients benefit from patient education because it can help them regain their health and independence more quickly.
The medical office also benefits because patients will be less likely to call the office with questions, and therefore the office staff can spend less time on the telephone.
Educated patients take a more active role in their medical care.

40. In Summary (cont.)
14.2 Learning occurs in three domains: knowledge, behaviors, and skills. The patient must be able to recall the information, have the right attitude and be motivated to learn, and then implement the skills needed to demonstrate that the knowledge is retained.

41. In Summary (cont.)
14.3 Teaching methods and formats are adjusted for the best possible result depending on patient need and level of understanding.
The best possible education plan comes from knowing your patient and his needs and abilities, as well as the goal of the instruction.
Always assess your instruction at its completion and revise the plan as needed.

42. In Summary (cont.)
14.4 There are a variety of types of patient education materials in medical offices.
Using already-completed print or electronic patient instruction sheets, ensuring that Internet sources are credible, and obtaining assistance from other healthcare team members are all methods of ensuring reliability of educational materials.
14.4 The types of patient education materials in medical offices include brochures, booklets, fact sheets, newsletters, DVDs, Internet-based sites, and community-assistance directories.
Using already-completed print or electronic patient instruction sheets, ensuring that Internet sources are credible, and obtaining assistance from other healthcare team members are all methods of ensuring reliability of educational materials.

43. In Summary (cont.)
14.5 Patient education promotes good health by teaching patients the importance of developing healthy habits such as eating properly and exercising regularly.

44. 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 the staff, office hours, appointment scheduling, telephone policies, payment and insurance policies, a confidentiality statement, and other pertinent information.

45. In Summary (cont.)
14.7 Educating patients prior to surgery is vital to a successful outcome and involves instructing them on proper procedures before surgery and also having the patient sign a surgical consent.
CONNECT to see activities on Administrating Patient Educational Material and Creating Patient Education Material .

46. End of Chapter 14
Apprehension, uncertainty, waiting, expectation, fear of surprise, do a patient more harm than any exertion.
~ Florence Nightingale