MEDICAL ASSISTANT
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MEDICAL ASSISTANT MEDICAL ASSISTANT Document Transcript

  • 2003-2004 MEDICAL ASSISTANT STUDENT HANDBOOK
  • TABLE OF CONTENTS DEFINITION 1 CERTIFICATE 1 ADMISSION TO THE MEDICAL ASSISTANT PROGRAM 1 ADVISORY COMMITTEE 1 SCOPE OF PRACTICE 1 CAREERS 2 PROGRAM GOALS 2 PROGRAM OBJECTIVES 2 CURRICULUM 3-5 CLINICAL EXPERIENCE FOR MEDICAL ASSISTANT 6 ISSUES OF PROFESSIONAL INTEGRITY 7-8 CHEATING 7 PLAGIARISM 7 HARRASSMENT, DISRUPTIVE BEHAVIOR 7 CLASSROOM ETIQUETTE 7 FALSIFICATION OF RECORDS 8 VIOLATIONS OF PATIENT CONFICENTIALITY 8 PERSONAL HEALTH & PROGRAM SAFETY 9 PHYSICAL & MENTAL REQUIREMENTS 9 CPR/FA 9 TB SCREENING & IMMUNIZATIONS 9 STUDENT ATTIRE & ID 9-11 UNIFORM & DRESS CODE 9 PROFESSIONAL APPEARANCE 10 SELF CARE 11 CURRENT CONTACT INFORMATION 11 ALCOHOL AND SUBSTANCE ABUSE POLICY 11 ACADEMIC AFFAIRS 12 INSTRUCTOR AS FINAL AUTHORITY ON ACADEMIC DECISIONS 12 SYLLABUS- GUIDE TO REQUIREMENTS 12 ATTENDANCE 12 CLASS ATTENDANCE 12 UNAVOIDABLE ABSENCE 12 ACADEMIC STANDING 12-13 DISMISSAL FROM THE MEDICAL ASSISTANT PROGRAM 12 PETITION TO GRADUATE 13 APPOINTMENTS WITH INSTRUCTOR 13 PERSONAL MESSAGES 13 INSURANCE 14 PROFESSIONAL BEHAVIOR AND ASSISTANCE TO PATIENTS IN GENERAL 15 PROFESSIONAL TELEPHONE BEHAVIOR 15 PROFESSIONAL BEHAVIOR AMONG EMPLOYEES & PHYSICIANS 15
  • STAFF RELATIONS 15 CLINICAL ROTATION SUMMARY 16 OBJECTIVES 16 SUPERVISION 16 EVALUATION 16 FRONT OFFICE CLINICAL EXPERIENCE: MA-119 17 BACK OFFICE EXTERNSHIP EXPECTED BEHAVIOR OBJECTIVE 18 BACK OFFICE CLINICAL EXPERIENCE: MA-120 19 CONFIDENTIALITY STATEMENT (APPENDIX 1) 20 SAMPLE MEMO (APPENDIX 2) 21 MEDICAL ASSISTANT CLINICAL EXTERNSHIP SITE EVALUATION (APPENDIX 3) 22 CLINICAL EXTERNSHIP LOG (APPENDIX 4) 23 CLINICAL EVALUATION 24-26
  • WELCOME TO THE MEDICAL ASSISTANT PROGRAM DEFINITION Medical assisting is an allied health profession whose practitioners function as members of the health care delivery team and perform administrative, clinical, and transdisciplinary functions. CERTIFICATE The Medical Assistant program is accredited by the Commission on Accreditation of Allied Health Programs (CAAHEP) and is designed to prepare students for entry-level employment in the ambulatory care setting ADMISSION TO THE MEDICAL ASSISTANT PROGRAM Admission to the Medical Assistant program is during spring term to enroll for fall classes. This is by special application only. Specific skill levels are required in reading, writing, and math. Placement tests are required prior to admission to the program. Applicants are advised that there is a certain level of dexterity and physical strength involved for successful completion of the program. A physical examination by a physician and an interview may be necessary. A “C” grade or better is required in all medical assistant courses in order to continue to the next quarter. Application packets with admission procedures and requirements are available from the Help Center or the Advising & Counseling Center. Minimum competency levels are required for entry into the Medical Assistant program. Students must have placement scores of at least MTH-050 or MTH-065, WR-121 or WR-101, and RD- 115. ADVISORY COMMITTEE The Medical Assistant Advisory Committee membership consists of representatives from health care facilities affiliated with the college, medical assistant faculty, student and alumnae representatives, and representatives from other departments and college services. The purpose of the committee is to advise the medical assistant program on current health care trends and needs of the community and to assist with maintaining liaison with the health care providers in the community. SCOPE OF PRACTICE Certified Medical Assistants perform delegated clinical and administrative duties within the supervising physician’s scope of practice consistent with the CMA’s education, training, and experience. Such duties shall not constitute the practice of medicine. Trained in both clinical and administrative skills, the medical assistant assists health care practitioners in administering to the needs of patients. They may also operate specialized equipment, and perform standard laboratory tests. Office administration duties may include but are not limited to patient scheduling, client/insurance billing, and data entry. Students can earn a certificate in three terms, concentrating on Introduction to Human Biology, Medical Insurance & Billing, Survey of Computing, Medical Terminology, Medical Office Practice, Introduction to Medications, Clinical Lab Procedures, Examination Room Techniques, 1
  • Medical Office Practicum I, Communication Skills: Occupational Writing, Technical Mathematics, Phlebotomy, Medical Office Practicum II, Clinical lab Procedures II, Human Development, Human Relations, and Basic Speech Communication.. CAREERS The rapidly growing health care industry offers medical assistants excellent career opportunities in the ambulatory care setting, the insurance industry, hospitals, outpatient clinics, pharmacies, transcription services, and a variety of other settings. PROGRAM GOALS The goal of the Clackamas Community College Medical Assistant Program is to educate students who are well prepared technically with demonstrated work ethics and professional values. These include but are not limited to: * Students who achieve entry level competencies * Students who promote a positive attitude * Students who contribute as team players * Students who are responsible professionals * Students who achieve life long learning PROGRAM OBJECTIVES • To offer a Medical Assisting program that is regularly assessed and updated in order to maintain technical standards and to meet the needs of students and the community. • To teach using traditional and innovative instructional methods, materials, and equipment. • To provide students with accessible library collections and learning resources. • To provide students with opportunities to broaden their awareness and understanding of our diverse society and health care needs. • To develop and maintain educational partnerships with business, labor, and public sector agencies. • To promote a student-centered learning environment where students know faculty and staff are accessible and supportive of their individual needs. The program goals and objectives are in the medical assistant student handbook. Clackamas Community College Goals, Purpose, Code of Ethics, Mission and Philosophy are in our VISIONS to REALITY document and in the Northwest Association of Schools and Colleges Accreditation document. 2
  • MEDICAL ASSISTANT PROGRAM CERTIFICATE - 2002-2003 Fall Term Credits BI 055 Introduction to Human Biology 3 BT 145 Medical Insurance and Billing 3 CS 120 Survey of Computing [C] 4 MA 110 Medical Terminology 3 MA 112 Medical Office Practice 3 Winter Term Credits MA 116 Intro to Medications 2 MA 117 Clinical Lab Procedures 2 MA 118 Examination Room Techniques 3 MA 119 Medical Office Practicum I 4 WR 101 or Communication Skills: Occupational Writing 3 WR 121 English Composition MTH 54 Math For Health Care Professionals 3 Spring Term Credits MA 115 Phlebotomy 1 MA 120 Medical Office Practicum II 6 MA 121 Clinical Lab Procedures II 2 MA 125 Fundamentals of Human Development 3 PSY 101 Human Relations 3 SP 100 Basic Speech Communication 3 Minimum credits required for certificate 51 Students accepted for admission to the Medical Assistant Program must provide proof of: a. Hepatitis B Vaccination (series started) b. TB Test (negative) c. MMR Vaccination d. CPR Health Care Provider card* e. Red Cross First Aid card* CPR and First Aid cards must be current throughout clinical practicums. These cards must be presented to the instructor prior to the externship placement. A copy of these cards must be on file with the Health Sciences Department and the Registrars office. A special CPR class may be offered fall term for those students who do not have CPR certification Note: All clinical/practicum courses are “Pass/No Pass”. All other courses are letter grades and must be passed with “C” or better. i:MAMAhandbook.01-02 (revised 09/09/02) 3
  • MEDICAL ASSISTANT CURRICULUM MA 110 Medical Terminology 3 class hours/week, 3 credits Understanding and using the terminology of paramedical and nursing personnel. Includes pronunciation, spelling, and meaning of words commonly used in health care professions. MA 112 Medical Office Practice 3 class hours/week, 3 credits Fundamental information pertaining to the medical office setting. Examines medical law and bioethics, including familiarity with Medical Practice Act, legal relationships of physician and patient, and professional liabilities. MA-115 Phlebotomy 1 class, 1 lab hour/week, 1 credit Develops basic understanding and application of blood specimen collection and handling techniques used in a general medical office and hospital laboratory. May not be challenged. Limited to medical assistant students. MA-116, Introduction to Medications 2 class hours/week, 2 credits Medications commonly administered in physician offices. Legal aspects of medication administration are covered, along with therapeutic and adverse effects of commonly used drugs/drug classification. Limited to medical assistant students. Prerequisite or corequisite: MTH-050 or above. MA-117 Clinical Lab Procedures I 2 class, 1 lab hour/week, 2 credits Introduces common laboratory procedures and terminology used in the general medical office. May not be challenged. Limited to medical assistant students. MA-118 Examination Room Techniques 2 class, 3 lab hours/week, 3 credits Introduction to physician office procedures including basic examination and sterile setups plus EKG, care of equipment, requesting of supplies, cleaning, disinfecting, and sterilizing. May not be challenged. Limited to medical assistant students who have completed fall term requirements. Prerequisites: Pass BI-055, pass MA-110 & pass MA-112. MA-119 Medical Assistant Practicum I 2 class, 9 lab hours/week, 4 credits Supervised assignment in a physician’s office or clinic to gain practical experience. May not be challenged. Limited to medical assistant students who have completed fall term requirements. Corequisites: MA-116 & MA-118. MA-120 Medical Assistant Practicum II 2 class, 12 lab hours/week, 6 credits Supervised assignment to a physician’s office or clinic to gain practical experience. May not be challenged. Limited to medical assistant students who have completed fall and winter term requirements. Corequisites: MA-115, MA-121 & MA-125. MA-121 Clinical Lab Procedures II 1 class, 2 lab hours/week, 2 credits Continuation of common laboratory procedures used in medical offices. May not be challenged. Limited to medical assistant students. Prerequisite: Pass MA-117. 4
  • MA-125 Fundamentals of Human Development 3 class hours/week, 3 credits Individual development from conception to death, both physical and emotional, will be presented in this class. Limited to students admitted to the medical assistant program only. 5
  • CLINICAL EXPERIENCE FOR MEDICAL ASSISTANT We are pleased to provide you with a variety of learning activities that will give you a basic understanding of the services provided in the ambulatory care setting. To accomplish this, a specific schedule has been developed for you that will allow administrative and/or clinical experiences. Selected staff members will serve as mentors to assist you. Mentors will be available to explain procedures and policies and to give constructive feedback about your performance. Mentors will make regular visits to the clinical sites. A written evaluation will be completed at the end of the program using the school's performance standards. (See APPENDIX 2) NO STUDENT WILL BE ASSIGNED A PRACTICUM SITE UNLESS ALL THE REQUIRED VACCINATIONS ARE ON FILE IN THE HEALTH SCIENCES DEPARTMENT. COPIES OF THE CPR AND FIRST AID CARDS MUST BE PRESENTED TO YOUR INSTRUCTOR IN ADDITION TO BEING ON FILE IN THE HEALTH SCIENCES DEPARTMENT. GOAL In collaboration with a preceptor, the medical assistant extern will be provided selected learning activities to enable him/her to have a basic understanding of the functions/purposes/skills within the ambulatory care setting. MA 119 and MA 120 - MEDICAL ASSISTANT CLINICAL EXTERNSHIP MA 119 (Winter term) - Students will be assigned to a clinical setting under supervision, to gain experiences. 8 hours per week of practicum externship will be required in front office experience. MA 120 (Spring term) - Students will be assigned to a clinical setting under supervision to gain clinical experience. 12 hours per week of practicum externship will be required. 6
  • ISSUES OF PROFESSIONAL INTEGRITY Students are expected to demonstrate integrity and conduct themselves professionally at all times, on and off campus, and for all program related activities. Behaviors that call into question a student’s professional integrity are neither appropriate nor allowed for students enrolled in the medical assistant program. Cheating. Cheating on tests or quizzes or any assignment will not be tolerated. If instructors determine that a student has cheated, the student will be terminated from the program. Plagiarism. Plagiarism is a form of cheating and, will not be tolerated. If faculty determines that a student has plagiarized/cheated, the student will be terminated from the program. Harassment, Disruptive Behavior. Harassment of Medical Assistant Program Personnel, Medical Assistant Students or Other Enrolled CCC Students, Clinical Agency Staff, or Patients. Any form of harassment is unacceptable for a student in the medical assistant program. It is not only intimidating to those whom the behavior is directed, but creates tension, fear and disruption among those exposed to the behavior(s). In the event of documented harassment behavior, the student may be immediately suspended from all medical assistant program courses leading to ultimate termination from the program. Disruptive behavior by a medical assistant student regarding any medical assistant program related course, activity, and/or event is unprofessional. Repeated disruptive behavior may lead to termination from the medical assistant program. Classroom Etiquette. Students should be prepared to remain in class until a scheduled break and/or class is dismissed. Urgent circumstances are the exception; however students should tend to restroom needs before and after class, or during breaks. Group discussions are by their nature intense, and the noise level in the classroom room heightens with group problem solving. However, when instructors, guest speakers or fellow students are presenting content, students are to refrain from talking among themselves. Disruptive and/or rude activities or behaviors are unprofessional and will not be tolerated in the learning environment. Repeated incidents of any disruptive or discourteous behavior may lead to termination from the medical assistant program. Children are not allowed in the classroom. Content presented/discussed during class is often inappropriate for children, and children can be disruptive to the overall learning environment as well. 7
  • Falsification of Records. Falsification of any records, or false reporting, will not be tolerated. Students determined by faculty to have falsified either their own records (e.g., history & physical, criminal record history) or any patient related records will be terminated from the program. Violations of Patient Confidentiality. Patient confidentiality is a professional/ethical responsibility and is an expectation for all medical assistant students. Examples of violations include but are not limited to, removal of any patient records that have possible identifiers, and any patient related discussion that may be overheard by lay persons or that occur in any location other than the immediate patient-care or classroom/learning environment. Students determined by faculty to have violated patient confidentiality will be terminated from the medical assistant program. 8
  • PERSONAL HEALTH & PROGRAM SAFETY PHYSICAL & MENTAL REQUIREMENTS The requirements on admission hold true throughout the 3 terms of the medical assistant program. Students must have the physical and mental abilities to provide safe patient care; visual acuity, hearing, speech, manual dexterity, physical strength (ability to lift a minimum of 50 lbs) and endurance must be maintained as well. Students are to notify their clinical instructor of any condition or change in preexisting condition that interferes with the “physical and mental abilities to provide safe medical assisting care”. Students may need to be absent from the clinical setting until such a time that the condition is no longer a potential safety concern (including communicable illness, medication that has the potential to interfere with judgment). Instructors/program director are the final authority for determining a student’s ability to provide safe medical assisting care and therefore remain in the medical assistant program. CPR/FA CPR certification ( American Heart Association Health Care Provider Level) and First Aid certification (American Red Cross) must be current throughout the program. Students will not be allowed to participate in any clinical activity without the appropriate CPR and FA certification documentation. TB SCREENING & IMMUNIZATIONS TB (PPD) screening is required annually and must be current throughout the program. Students having a “positive” test result must follow State Health Department guidelines for either Chest X-Ray or treatment. Students will not be allowed to participate in any clinical activity without the health-care provider documentation of a negative test results. Immunization documentation for diphtheria/tetanus toxoid, measles/rubella, and hepatitis B (series of 3 injections) must be current in order for students to participate in any clinical activity. A documented shortage of vaccine per the State Health Department will not be cause to exclude a student from clinical activities; however, clinical facility policy might prevent student participation until immunization is current. Students are encouraged to consider influenza vaccine on an annual basis as well. STUDENT ATTIRE AND ID Uniform & Dress Code. Students are required to wear the CCC medical assistant program uniform, including picture identification nametags, to all clinical activities as well as Exam Room Techniques and Phlebotomy classes. The preceptor will convey any exceptions to the uniform requirements. 9
  • Picture identification nametags, ordered through the college, are worn on the outermost layer of uniform attire, e.g., uniform shirt or lab jacket, clearly visible/readable on the upper torso. Medical Assistant program emblems, purchased at the bookstore, must be worn on the left sleeve of both the lab jacket and uniform shirt (sewn 2" below the shoulder seam). Shoe style is not standardized, but must be white athletic or white nursing shoes. Stockings are to be plain white, dark, or tan (hose). A short-sleeved white tee shirt may be worn under the uniform shirt if desired. No other shirt styles are permissible. Permitted jewelry includes watch (required), engagement/wedding rings, and no more than 2 discreet (pierced) earrings per ear. NOTE: No Exceptions – Students will wear appropriate uniform during their clinical externship. Professional Appearance. Students are expected to present with a professional appearance and demeanor in all program related activities on the college campus and in the clinical settings. Uniforms are to be clean and pressed each clinical day and shoes are to be polished/clean. Hair is to be clean, short or pulled back and contained completely of the neck and shoulders so that it does not fall forward. Hair color should be within the natural color range (blondes, browns, blacks, grays). Sideburns, mustaches and/or beards are to be clean, short and neat. Fingernails are to be short and clean. Nail polish and artificial nails are prohibited. Fragrances and odors that are to be avoided because of offensiveness and/or because they are medically dangerous to others include: Sprays Lotions Perfumes, colognes Powders Body/perspiration odors Halitosis (coffee, strong foods, tobacco odors) 10
  • The following are considered unprofessional and are not allowed during any clinical activity: Jeans Sweatshirts, sweat pants, shorts and tee-shirts Tight clothing, including leggings and spandex Sheer fabrics Revealing styles such as low necklines, short dress or skirt lengths Exposed midriffs or high slit skirts Visible body piercing except as noted for earrings Visible tattoos Gum chewing Smoking or use of any tobacco products (not allowed when in uniform as well) NOTE: Students not meeting the Uniform/Dress Code and Personal Appearance standards will be directed to leave the setting until properly attired. SELF CARE Students are expected to take care of themselves in such a way that good health becomes an imperative. The stresses of studying, varying class and clinical hours, and requirements surrounding class and clinical activities can lead to sleep deprivation and fatigue, which can take a toll on physical health and interfere with the students ability to learn. As such, inadequate self-care becomes an academic issue. CURRENT CONTACT INFORMATION Students are required to submit address (and immediate notification of change of address), home and cell phone numbers, and email address to their clinical instructor and department secretary at the beginning of each term. Contact information must be kept current at all times throughout the program. Not only do clinical agencies require current phone numbers of all students participating in clinical activities, but also department faculty and staff must be able to contact students immediately related to clinical/class matters. ALCOHOL AND SUBSTANCE ABUSE POLICY The Alcohol and Substance Abuse Policy is applicable to all enrolled medical assistant students. The policy reflects the serious nature of the clinical activities and the professional/ethical responsibility to protect clients in the clinical setting. Under the Alcohol and Substance Abuse Policy, a medical assistant student may be required to submit to substance abuse testing. The student will be suspended from further medical assistant program participation for any violation or suspected violation of the policy. Depending on the result of the testing, the student will either be allowed to return or will be terminated from the medical assistant program. Should termination from the medical assistant program occur, requests for readmission to the program will be handled on an individual basis. Readmission to the medical assistant program should not be an expectation. 11
  • ACADEMIC AFFAIRS INSTRUCTOR AS FINAL AUTHORITY ON ACADEMIC DECISIONS Instructors retain final, non-negotiable decision making authority for any matter that relates to academics. Students unable to meet course requirements for any reason, if that course is required for progression in the medical assistant program, and even if influencing factors are beyond the student’s control, will be terminated from the program. Application for readmission, if eligible, must be made for the subsequent academic year. Readmission is not guaranteed, and may be on a space-available basis. SYLLABUS - GUIDE TO REQUIREMENTS The syllabus for each course guides the learning and identifies course requirements. Daily class topics are located in the syllabus, as are testing dates, evaluation criteria, and specifics regarding classroom participation and written requirements. ATTENDANCE Class Attendance. Class attendance is essential to satisfactory achievement of course outcomes. Attendance is expected, tardiness is unacceptable, and students must be present for the entire class period. Course syllabi specify the grade percentage tied to attendance/participation in theory courses. Class attendance is critical to student learning in theory courses, and student learning is dependent upon participation of all group members. Absence not only diminishes the quality of group discussion/learning, but potentially impacts the entire group’s participation grade as well. Two unexcused absences during the clinical phase of training may result in an incomplete grade in the course. Unavoidable Absence. In the event of unavoidable absence, it is the student’s responsibility to inform a group member before class. Students are held responsible for material covered during class, even when absent. ACADEMIC STANDING Students need to be aware of their academic standing at all times. Students having concerns about an earned grade or academic standing within the medical assistant program should meet with the appropriate instructor to seek resolution. If satisfactory resolution does not occur, the student may meet with the Medical Assistant Program Director, and then finally the Associate Dean who will ultimately facilitate resolution of the matter with the instructor and student. Instructors have the final authority for all grading decisions. Dismissal From the Medical Assistant Program. Dismissal from the medical assistant program is based on inability to meet course, and therefore, medical assistant program requirements. Anything that interferes with a student’s ability to ultimately safely and effectively care for patients will be ground for dismissal from the medical assistant program. Dismissal usually occurs at the end of a term when a student has not met grading requirements for a passing grade. Other circumstances may lead to immediate dismissal from the program, all based 12
  • ultimately upon the inability of the student to meet course requirements. Some, but not all, of the reasons for immediate dismissal are listed below. Clinical Agency’s Refusal of Student for Clinical Practicum. A clinical agency’s refusal of a student for clinical practicum participation or refusal to allow a student to return to the clinical site to complete practicum requirements will lead to the student’s immediate suspension from all clinical activities and ultimate dismissal from the program.. A student denied participation in a clinical agency would not be placed in an alternate clinical setting. Arrest and/or Conviction. Students arrested for any crime will be immediately suspended from all program courses, ultimately leading to dismissal from the program. The student may request a hearing per the College Student Handbook guidelines. Violation of Alcohol and Substance Abuse Policy. Any violation of the Medical Assistant Program Alcohol and Substance Abuse Policy will lead to immediate suspension from all clinical activities, and dismissed from the program. Demonstrated Inability to Provide Safe Medical Assisting Care. A student who demonstrates repeated unsatisfactory medical assisting care, a significant unsafe event jeopardizing a patient’s safety, repeated lack of or inappropriate preparation for patient care, and/or inadequate physical or mental abilities to provide safe medical assisting care will be immediately suspended from all clinical activities. Based on the clinical instructor’s determination of safety, the student may be either placed on contract (learning contract) or immediately terminated from the medical assistant program. The clinical instructor has the final authority for determining safe medical assisting practice. Petition To Graduate. The prospective graduate must submit the “Petition to Graduate” form to the Registrar’s Office at least one term before graduation to allow time for a graduation check to be completed. “Petition to Graduate” forms are available in the Registrar’s Office. APPOINTMENTS WITH INSTRUCTOR Students should feel free to consult with instructors about academic or clinical concerns. Instructors’ schedules and office hours are posted outside of their offices. Students are encouraged to see instructors during office hours. Students will not be allowed access to any instructor’s office if that instructor is not available. PERSONAL MESSAGES Classes will not be interrupted except for emergencies. Students are not to receive phone calls in the classroom or clinical facilities unless it is an emergency. In an emergency, calls can be directed to the Health Sciences Department Secretary, who will notify the student in the classroom. Cell phones and pagers are disruptive in the classroom and during clinicals. Cell phones and pagers are to be turned off or switched to a non-ring mode during all classes/clinicals. Disruption of class or patient care to answer a call or page is both discourteous and unprofessional. In urgent circumstances, students should leave the classroom or setting prior to answering or returning a call. 13
  • INSURANCE Worker’s Compensation Insurance. Worker’s Compensation Insurance for injuries that occur during clinical practicums covers medical Assistant students. Injuries are to be reported immediately to the clinical instructor. Injury reports at the clinical setting must be completed at that time. College injury forms and Worker's Compensation forms are to be completed the next on-campus day. Facility protocol must be followed in reporting and follow-up regarding any injury. 14
  • PROFESSIONAL BEHAVIOR AND ASSISTANCE TO PATIENTS IN GENERAL • Treat patients promptly and courteously in a caring manner, making eye contact and use a pleasant expression and tone of voice. • Introduce yourself by name and title or department. Address patients by their proper title and last name. • Communicate clearly with patients and keep them informed. • When patients need assistance; either provide it (if appropriate) or direct the patient to someone who can help. • Respect the privacy of the patient and the confidentiality of their records. Do not disclose personal or medical information, except when it is necessary in the regular course of business. • Be attentive to patients who are kept waiting for extended periods of time. When this occurs, inform patient of the reason for the delay and notify them if any further delay is anticipated. If appropriate, offer the patient the option of rescheduling. PROFESSIONAL TELEPHONE BEHAVIOR • Apply the same standards of courtesy and promptness to patients on the telephone as in person. • Give caller the opportunity to respond before being placed on hold. • Satisfy patient’s requests within one transfer call. • Give emergency or urgent messages promptly to the health professional requested. • Respond to messages that are not urgent within the same day they are received. PROFESSIONAL BEHAVIOR AMONG EMPLOYEES AND PHYSICIANS • Treat fellow employees and physicians with respect and consideration. • Do not conduct personal conversations when patients are waiting for service. • Do not discuss other staff members, organizational policies, problems or medical care in public areas. STAFF RELATIONS • Medical Assistant externs should maintain a cooperative, eager-to-learn attitude at all times. To a great extent, the quality of a student’s clinical experience is dependent on the degree of enthusiasm exhibited to the clinical staff. • Never hesitate to ask questions of clinical staff regarding any aspect of patient care. • Do not argue with clinical staff. Should a disagreement arise that is not readily resolved, an instructor should be contacted. 15
  • • Follow all rules and regulations of the clinic. 16
  • CLINICAL ROTATION SUMMARY OBJECTIVES For each clinical rotation, the student will take with him/her a list of the rotation objectives, time sheet, and evaluation form to be completed by the clinical evaluator. At the end of each clinical rotation, the student shall return the evaluation form to the instructor or have the mentor mail the evaluation to the instructor. SUPERVISION During each clinical rotation, the mentor assigned to the student will provide supervision. The clinical coordinator/instructors will periodically make rounds at the clinical facility. Students may administer medications only when directly supervised by a mentor. In addition, Medical Assistant externs are responsible for knowing the indications, effects/side effects, dose range and contraindications for each medication administered. EVALUATION Throughout clinical training, all students will be evaluated both formally and informally by the instructor and by the clinical mentor. Areas of deficiencies will be brought to the student's attention as soon as identified. In the event of any problem related to clinical performance, the mentor shall notify the clinical coordinator. Students that are not successful in the practicum rotation will be exited from the program. Re- entry at a later date will depend upon the reasons for failure and space availability. 17
  • FRONT OFFICE CLINICAL EXPERIENCE: MA-119 Skill checklist and evaluation 1. Appointment scheduling a. Emergency appointments b. Phone appointments c. Rescheduling d. Return appointments e. Special appointments 2. Telephone etiquette a. Use of appropriate greeting b. Receive, evaluate, and record a phone message c. Make referrals by phone d. Obtain and record messages from answering service 3. Biomedical Ethics 4. Medical Ethics and Law a. Confidentiality b. Record keeping (Medical) Accurate c. Integrity d. Understanding of how law applies to medical field as in malpractice, etc. e. Courteous and professional demeanor. 5. Medical/Nursing/MA practice acts and codes a. Clear and concise understanding of the codes and how they impound on the MA. 6. Physician and patient relations a. Contracts patient/doctor b. Communications c. Written consents/verbal consents 7. Professional liabilities a. How MA's actions impound on practice of medicine b. Ways of avoiding problems in professional liability. *Use this list to make your weekly objectives for your clinical experience. MA 119. ** Weekly objectives will be reviewed by your instructor at your 2 hour seminar-lecture/class each week. 18
  • BACK OFFICE EXTERNSHIP EXPECTED BEHAVIOR OBJECTIVE 1. Asepsis a. Define medical and surgical asepsis. b. State the purpose of sanitization and demonstrate the proper procedure for sanitizing instruments, reusable needles and syringes and rubber gloves. c. Prepare materials, instruments for autoclaving, by demonstrating the proper procedure for wrapping articles. d. Demonstrate the proper procedure for the chemical dis-infection of articles. e. Demonstrate the proper procedure for loading the autoclave and for drying, removing and storage of the load. 2. Temperature/Pulse a. Define body temperature. b. Demonstrate the correct method of taking body temperature - oral, rectal and axillary. c. Accurate recording of body temperature. d. Demonstrate the proper procedure for taking the radial and apical pulse. e. List and be able to locate at least three sites for taking pulses. f. Accurate recording of pulses . 3. Respiration a. Explain the purpose of respiration. b. Demonstrate the proper procedure for measuring respiration. c. Identify factors that influence respirations. d. Accurate recording of respirations. 4. Blood Pressure a. Define blood pressure. b. Be able to identify the Korotkoff sounds. c. Demonstrate the proper procedure for taking blood pressure. d. Identify factors that influence blood pressure. 5. Health History a. Explain the purpose of the health history. b. Demonstrate proper prep for the exam room. c. Identify subjective and objective symptoms. d. Demonstrate proper placement and draping of a patient in the following positions; horizontal recumbent, dorsal recumbent, dorsal lithotomy, prone, knee-chest, Sims and Fowler's. e. Demonstrate proper assisting techniques during the physical examination. f. Demonstrate proper technique for weight & height g. Define visual acuity. h. Demonstrate the proper method for testing distance visual acuity in children and adults. i.. Demonstrate two ways in which to test hearing . 19
  • 6. Sterile Procedures a. Demonstrate the proper procedure for applying gloves. b. Describe the medical assistant's responsibilities during a minor surgical procedure. c. Demonstrate the procedure for a sterile set-up. d. Apply common types of dressings, (sterile and surgical clean) and bandaging. e. Identify commonly used instruments and demonstrate the methods of use and care. 7. EKG a. Demonstrate the proper procedure for recording and mounting of a standard 12-lead. b. Identify EKG waves, intervals, segments, artifact 8. Medications a. Instruct patients in the methods of medication ordered by the physician. b. Demonstrate the proper way of discarding used syringes and needles. c. Demonstrate the proper technique for injections. d. Demonstrate the proper storing of medications. e. Identify the parts of a needle and syringe and explain their function. f. Correctly locate injection sites. g. Explain the principles underlying each step in the administration of oral medications. 20
  • CONFIDENTIALITY STATEMENT Confidentiality of patient and employee medical information is a legal and ethical right. Actively safeguarding that patient’s rights is a responsibility that we all share. It is a responsibility that, if met, protects our own right to privacy. The patient confidentiality policy prohibits any unauthorized or indiscriminate access to or disclosure of patient information. No student should have access to or has the right to review or disclose personal information, medical or otherwise, except when necessary in the regular course of business. Discussion, transmission, or disclosure in any form of patient information, except in the regular course of business, is prohibited. Any violation of this policy will constitute grounds for immediate disciplinary action, up to and including discharge from the MA externship. I understand the Health Insurance Portability and Accountability Act (HIPPA) and the implications in the ambulatory care setting. I have read and understand the meaning of this statement. _____________________ ___________________________ SIGNATURE APPENDIX 1 21
  • MEDICAL ASSISTANT EXTERNSHIP CLINICAL HOURS STUDENT NAME: ________________________________ MEDICAL OFFICE: _______________ ROTATION ______________________ WEEK HOURS STUDENT PRECEPTOR PRECEPTOR COMMENTS COMMENTS SIGNATURE 1 2 3 4 5 6 7 8 9 10 APPENDIX 2 22
  • CLACKAMAS COMMUNITY COLLEGE MEDICAL ASSISTANT ADMINISTRATIVE EVALUATION STUDENT_______________________________________________ ADMINISTRATIVE COMPETENCIES PERFORM CLERICAL FUNCTIONS P F N/A Schedule and manage appointments Schedule inpatient and outpatient admissions and procedures Perform medical transcription Organize a patient’s medical record File medical records PERFORM BOOKKEEPING PROCEDURES P F N/A Prepare a bank deposit Reconcile a bank statement Post entries on a day sheet Perform accounts receivable procedures Perform accounts payable procedures Perform billing and collection procedures Prepare a check Establish and maintain a petty cash fund PREPARE SPECIAL ACCOUNTING ENTRIES P F N/A Post adjustments Process a credit balance Process refunds Post non-sufficient fund (NSF) checks Post collection agency payments PROCESS INSURANCE CLAIMS P F N/A Apply managed care policies and procedures Apply third party guidelines Obtain managed care referrals and precertifications Perform procedural coding Perform diagnostic coding Complete insurance claim forms Use a physician’s fee schedule Continued on next page 23
  • TRANSDISCIPLINARY COMPETENCIES COMMUNICATION P F N/A Respond to and initiate written communication Recognize and respond to verbal communication Recognize and respond to nonverbal communication Demonstrate telephone techniques P F N/A LEGAL CONCEPTS Identify and respond to issues of confidentiality Perform within legal and ethical boundaries Establish and maintain the medical record Document appropriately Perform risk management procedures EVALUATOR SIGNATURE_________________________________________ CLINIC_________________________________________________ DATE_______________________________ MAY WE CONTACT YOU FOR FUTURE STUDENT PLACEMENTS? YES___________ NO____________ COMMENTS 24
  • APPENDIX 3 CLACKAMAS COMMUNITY COLLEGE MEDICAL ASSISTANT CLINICAL EVALUATION STUDENT_______________________________________________ CLINICAL COMPETENCIES FUNDAMENTAL PRINCIPLES P F N/A Perform hand washing Wrap items for autoclaving Perform sterilization techniques Dispose of biohazardous materials Practice standard precautions SPECIMEN COLLECTION P F N/A Perform venipuncture Perform capillary puncture Obtain throat specimen for microbiological testing Perform wound collection procedure for microbiological testing Instruct patients in the collection of clean-catch, mid-stream urine specimen Instruct patients in the collection of fecal specimen DIAGNOSTIC TESTING P F N/A Use methods of quality control Perform urinalysis Perform hematology testing Perform chemistry testing Perform immunology testing Perform microbiology testing Screen and follow-up test results Perform electrocardiograms Perform respiratory testing PATIENT CARE P F N/A Perform telephone and in-person screening Obtain vital signs Obtain and record patient history Prepare and maintain examination and treatment area Prepare patients for and assist with routine and specialty examinations Prepare patients for and assist with procedures, treatments and minor office surgery Apply pharmacology principles to prepare and administer oral and parenteral medications Maintain medication and immunization records Obtain CPR certification and first aid training 25
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  • PARIENT INSTRUCTION P F N/A Explain general office policies Instruct individuals according to their needs Instruct and demonstrate the use and care of patient equipment Provide instruction for health maintenance disease prevention Identify community resources OPERATIONAL FUNCTIONS P F N/A Perform an inventory of supplies and equipment Perform routine maintenance of administrative and clinical equipment Utilize computer software to maintain office systems TRANSDISCIPLINARY COMPETENCIES COMMUNICATION P F N/A Respond to and initiate written communication Recognize and respond to verbal communication Recognize and respond to nonverbal communication Demonstrate telephone techniques P F N/A LEGAL CONCEPTS Identify and respond to issues of confidentiality Perform within legal and ethical boundaries Establish and maintain the medical record Document appropriately Perform risk management procedures EVALUATOR SIGNATURE_________________________________________ CLINIC_________________________________________________ DATE_______________________________ MAY WE CONTACT YOU FOR FUTURE STUDENT PLACEMENTS? YES___________ NO____________ COMMENTS APPENDIX 4 27
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  • APPENDIX 5 I: shannonmaevaluation.doc 29