Day 1 - Due Sunday by midnight.
After today's triage call exercise, go online and look for websites that discuss triaging patient class. write up your findings. Then, review the following website and determine if during your triaging role play anything else should have been asked, or if you were complete enough. There is a LOT of information on this site, so keep scrolling!! Record your findings - document, document, document - as the saying goes.
I know you're not nurses, but this website contains nursing related care that is relevant to triage the patient calls you might receive.
All weekly work should be submitted to: jevans@southseattle.edu
Day 2 Work - Due Sunday by midnight
Read the following topics and respond to the questions below. First topic: Read the case study and answer the questions that follow: You are the new administrative medical assistant in Dr. Roye's family practice. You were an exceptional student and you consistently performed well on your externship, receiving commendations from the externship office manager as well as a written recommendation from the physician. One month after you started this job, Bethany asked you to make a bank deposit for her, usually a duty that she performed daily. Bethany told you that she was leaving the bank deposit in your bottom left drawer, at your desk. When you looked for the deposit at the end of the day, it was not anywhere in the desk - you looked in every drawer, and even took the drawers out to make certain that it had not fallen behind them. All of the employees looked for the deposit, which was not found. No one was able to reach Bethany on the phone. The next morning when you opened the left bottom desk drawer, the deposit bag was there, but it was empty. Bethany had already reported to the physician that the deposit had not been made. The physician calls you to his office to discuss the situation.
What do you think happened? How would you deal with employees who are determined to cause problems for others in the clinic? How can situations such as this be proven effectively when one is unsure about exactly what happened? Second topic:
Read the case study and answer the questions that follow: .
You are the Admin and you have tried for months to reach Mr. Robinson, a cancer patient who comes to the clinic every 3 weeks. He does not have any family in the local area and feels that no one is interested in him or the problems he faces. He is estranged from both of his daughters, whom he has told to stay out of his life. They have not seen or spoken to him in over 10 years. Each visit, Mr. Robinson complains about how worthless his family is and how they have all deserted him in his time of need. However, you know from reviewing the chart, that Mr. Robinson was insistent that his daughters stay out of his life.
How involved should you get in this patient's life?
How can you deal with Mr. Robinson's attitude during his office visits?
Do you or the physician have the right to contact the daughters to discuss Mr. Robinson's condition with them?
Third topic:
Read the case study and answer the questions that follow:
You are the receptionist for Drs. Boles and Bailey, who are psychiatrists. Each week, Sara Ables comes to her appointments but brings her two small children, Joey and Julie, ages 8 and 6 years, respectively. When Sara goes back for her appointment, the children are almost uncontrollable in the reception area. Although there are never more than two patients waiting, the kids are a serious disruption in the clinic. When you mentioned the problem with Dr. Boles, he said that Sara really needed the sessions and that you should try to work with Sara on this issue. What would you do to remedy the situation?
Fourth Topic Read the case studies and answer the questions that follow:
1) You have been the receptionist for a moderately large clinic for the past 3 months. You replaced Dorothy, who retired. You have been overwhelmed with the calls to the clinic, and the office manger has spoken to you twice about missing calls. You insist that you are constantly on the phone, answering and transferring calls. You're beginning to lose faith in herself, but as you consider why you are failing at your job, you realize that two new physicians have joined the practice since Dorothy left, and numerous calls come to the clinic for those two physicians. You want to suggest to the office manager that perhaps the time has come for a second receptionist, but you are unsure how to broach the subject. How would you begin her conversation with the office manager? What should you do, and not do or say?
2) Janie Haynes consistently arrives at the clinic between 15 and 45 minutes late. She always has a "good" excuse, but she could make her appointments on time if she had better time management skills. The office manager has mentioned to you, the receptionist, that Janie is to be scheduled at 4:45 PM and if she is late, she will not be seen by the physician. You book Janie's next three appointments at that time and she actually arrives early. However, on the fourth appointment, Janie arrives at 5:50 PM, and you know that it is your responsibility to tell Janie that she cannot see the physician. How would you handle this task? Is there more than one option? If so, what are the options?
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