Office Administration  Brenda A. Potter, CPC
The Diverse Community of        Patients
Culture Culture is beliefs, behaviors, and attitudes It is shared by group of people It is passed from generation to ge...
Culture Care Diversity and Universality Nursing theory Patient’s culture should be taken into  consideration when treati...
Expectations when Serving Patients Don’t assume a patient will act a certain way  because of culture Treat all patients ...
Language Barriers English as second language (ESL)   Foreign language dictionaries   Interpreters (family members or pr...
Elderly Patients Patients 65 years or older with functional  impairment, or 75 years or older Talk directly with patient...
Children May be patients or may accompany a patient May need special attention; try to include in  conversation May nee...
Patients with Disabilities May require special attention Talk directly with patient unless patient can’t  communicate A...
Angry Patient Myriad of reasons may cause anger Listen to patient’s concerns Help patient if at all possible Speak sof...
Violent Patient Violence is a rare occurrence Never try to handle patient alone Don’t provoke patient Use 911 if neces...
Anxious Patient May appear nervous or restless May speak quickly and randomly Listen to patient Convey calm and caring...
Depressed Patient Depression is an illness Patient usually not talkative Report concerns to physician
Dying or Grieving Patient Patients and family members deal with loss in  different ways Most difficult time for patients...
Five Stages of Loss Denial Anger Bargaining Depression Acceptance
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J 2 diverse community of patients

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J 2 diverse community of patients

  1. 1. Office Administration Brenda A. Potter, CPC
  2. 2. The Diverse Community of Patients
  3. 3. Culture Culture is beliefs, behaviors, and attitudes It is shared by group of people It is passed from generation to generation
  4. 4. Culture Care Diversity and Universality Nursing theory Patient’s culture should be taken into consideration when treating patient Assistant should be aware of cultural beliefs to avoid offending patients
  5. 5. Expectations when Serving Patients Don’t assume a patient will act a certain way because of culture Treat all patients with respect and dignity Remember that many patients are ill and that illness has an effect on behavior If you were in a patient’s situation, what would you expect from the staff?
  6. 6. Language Barriers English as second language (ESL)  Foreign language dictionaries  Interpreters (family members or professionals) Speech difficulty  Patient may be able to write  Ask patient yes or no questions Medical terminology  Avoid use of terms patient doesn’t understand
  7. 7. Elderly Patients Patients 65 years or older with functional impairment, or 75 years or older Talk directly with patient – family members may intrude on conversation Be sure patient understands instructions given; written instructions may be needed Patient is an adult and should be treated as an adult; should be focus of conversation
  8. 8. Children May be patients or may accompany a patient May need special attention; try to include in conversation May need supervision if left in lobby when accompanying adult is a patient
  9. 9. Patients with Disabilities May require special attention Talk directly with patient unless patient can’t communicate Ask if you can offer assistance
  10. 10. Angry Patient Myriad of reasons may cause anger Listen to patient’s concerns Help patient if at all possible Speak softly to defuse the situation Avoid conversations at front desk
  11. 11. Violent Patient Violence is a rare occurrence Never try to handle patient alone Don’t provoke patient Use 911 if necessary – last resort
  12. 12. Anxious Patient May appear nervous or restless May speak quickly and randomly Listen to patient Convey calm and caring to patient
  13. 13. Depressed Patient Depression is an illness Patient usually not talkative Report concerns to physician
  14. 14. Dying or Grieving Patient Patients and family members deal with loss in different ways Most difficult time for patients and families; even staff members
  15. 15. Five Stages of Loss Denial Anger Bargaining Depression Acceptance

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