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Discussion: Unit 9-Closing Procedures in a Pediatric Healthcare Setting
Instructions:
- Respond to the the scenario, and answer the d]iscussion points.
- Provide feedback to one other group member.
Scenario:
You are part of a healthcare team working in a pediatric clinic. It’s nearing the end of the day, and you encounter a situation where a child arrives with a potentially urgent medical issue just before closing time. The child’s parent seems anxious, and you need to decide how to handle the situation within the clinic’s closing procedures.
Discussion Points :
- Introduction (10 minutes):
– Introduce yourselves and briefly discuss your roles within the clinic.
– Read and familiarize yourselves with the scenario provided.
- Identifying Urgent Cases (15 minutes):
– Discuss how your clinic defines and prioritizes urgent cases, especially near closing time.
– Brainstorm strategies for managing urgent cases while ensuring patient safety and adhering to closing procedures.
- Communicating with Patients (15 minutes):
– Consider how you would effectively communicate with the child’s parent about the situation and potential wait times.
– Discuss methods for conveying empathy and maintaining clear communication during stressful situations.
- Staff Coordination (15 minutes):
– Outline how you would coordinate with other staff members, including receptionists, nurses, and physicians, to manage the urgent case effectively.
– Discuss the importance of shift handover and ensuring continuity of care for the child.
- Ethical Considerations (15 minutes):
– Explore ethical considerations in managing urgent cases near closing time, such as balancing patient needs with operational constraints.
– Discuss any ethical dilemmas that may arise and how you would approach them.
- Documentation and Compliance (10 minutes):
– Review the importance of documentation and regulatory compliance during closing procedures.
– Discuss what specific documentation would be necessary in this scenario and how it should be handled.
- Conclusion and Debrief (10 minutes):
– Summarize key points discussed during the session.
– Reflect on what you have learned about managing urgent cases and closing procedures in pediatric healthcare settings.
– Discuss any improvements or changes you would propose to enhance clinic operations based on this scenario.
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11 Replies
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Instructions:
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Respond to the scenario, and answer the discussion points.
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Provide feedback to one other group member.
Scenario:
You are part of a healthcare team working in a pediatric clinic. It’s nearing the end of the day, and you encounter a situation where a child arrives with a potentially urgent medical issue just before closing time. The child’s parent seems anxious, and you need to decide how to handle the situation within the clinic’s closing procedures.
Discussion Points :
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Introduction (10 minutes):
– Introduce yourselves and briefly discuss your roles within the clinic.
– Hello my name is Emanuel Tejada(Leah Group) and I will be your medical assistant for today. I will be taking your vitals, and quickly transfer you to the doctor.
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Identifying Urgent Cases (15 minutes):
– Discuss how your clinic defines and prioritizes urgent cases, especially near closing time.
– Brainstorm strategies for managing urgent cases while ensuring patient safety and adhering to closing procedures.
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When there are urgent care cases when the clinic is starting the closing procedures as the medical assistant the first and most important step is to provide services and help to the patient, its difficult especially if its during closing time but that’s why every member should be prepared if its severe cases provide first aid and check vitals to make a smooth run even though its closing time. It’s also best to not be upset or mad because you want to go home and be done with closing the facility. This could overwhelm yourself, the staff and the patient helping the patient is far more important than closing the clinic quickly.
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Communicating with Patients (15 minutes):
– strategies for managing urgent cases while ensuring patient safety and adhering to closing procedures.
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I’ll start by greeting and introducing myself with a calm demeanor so they don’t get scared or nervous
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Quickly see/evaluate the patient to determine the severity of the situation (stabilize)
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Inform the staff members on what is the problem and work together to find a solution
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Perform any action to assure the safety and well being of the patient
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When done always document what happened and if the problem is solved continue the closing process
– Discuss methods for conveying empathy and maintaining clear communication during stressful situations.
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Always listen to the physician or higher in command to assure well thought communication towards each other to access the problem
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Maintain eye contact to show you are paying attention
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Don’t disrespect or get physically,verbally mad but instead keep a cool and chill attitude
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Show the patient verbally or physically that you are there to help and don’t show any signs of stress even though it could be a stressing situation.
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Staff Coordination (15 minutes):
– Outline how you would coordinate with other staff members, including receptionists, nurses, and physicians, to manage the urgent case effectively.
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I would coordinate with other staff members to inform them that this case is special. To the receptionist I would let them know to quickly attend this case, or skip it to take the kid directly to the ER. I would inform the nurses and physicians that this family is really anxious. To minimize the stress I would have recommended to these medical staff to be polite and careful of the word usage. Even though the clinic is in a closing procedure, this is an urgent case. Therefore, as medical professionals it would be the best if we attend this family. If we are missing supplies or have tired personnel we could quickly transfer this patient to another open clinic or hospital.
– Discuss the importance of shift handover and ensuring continuity of care for the child.
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Ethical Considerations (15 minutes):
– Explore ethical considerations in managing urgent cases near closing time, such as balancing patient needs with operational constraints.
– Discuss any ethical dilemmas that may arise and how you would approach them.
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Some ethical dilemmas that could arise during the process of this event is that while still taking care of the patient Medical assistants or staff members still do closing procedures, this could overwhelm the MA because they might feel like they have too much work and cause even more problems in the setting. Instead of overwhelming yourself and trying to do this individually, ask for assistance and support so the procedure is thorough and well taken care of.
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Documentation and Compliance (10 minutes):
– Review the importance of documentation and regulatory compliance during closing procedures.
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The importance of documentation is that we don’t know when or how a problem will come and by documentation we know what the patient went through and when they did. Of course legal protection is important but having patient safety and privacy is more important.
– Discuss what specific documentation would be necessary in this scenario and how it should be handled. The documentation that would be most important in this case would be
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Conclusion and Debrief (10 minutes):
– Summarize key points discussed during the session.
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Introduce yourself, and explain your roles and responsibilities as a medical assistant.
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Identify the problem with this child, and quickly assess what you might need to do.
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This patient needs urgent care, but since the clinic is in a closing procedure we needed to quickly determine if we could help the patient out. If the clinic still has supplies and the personnel quickly agree we can proceed to attend this patient. However, if we don’t have the necessary supplies or some personnel left we should transfer the patient to another clinic or hospital.
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Being coordinated with staff to politely attend this anxious family. Being nice and using correct word usage should be used to prevent more stress or anxiety.
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A potential problem is the fatigues within the medical personnel.
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Keeping privacy and consideration for this family is important.
– Reflect on what you have learned about managing urgent cases and closing procedures in pediatric healthcare settings.
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Managing cases during closing procedures is important because there is either two options. In these two options you need to quickly assess the situation because this is an urgent case. We either asses if we can attend this patient or send them to another clinic or hospital. Depending on the personnel and resources needed we can quickly decide on the the path taken.
– Discuss any improvements or changes you would propose to enhance clinic operations based on this scenario.
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Training and informing staff over how to act under these situations is key to having a clinic that shows quality care to the patient.
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This is Ms.Leah group: Emmanuel N, Emanuel T, Apple, Koree, Banessa.
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BreAna’s Group : Brenda N, Jason M, Dayanara B. Kimberly B, Kaelynn H. Iveth D
Discussion Points :
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Introduction (10 minutes):
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Hello I am —- and I will be your medical assistant today.
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I will take your vitals and get the physician in as soon as possible
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As a medical assistant my responsibility lies with being the first face the patient sees at the reception area. Doing the vitals and inputting the medical history into the ehr. Inputting complaints and anything relevant that the patient tells me.
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Identifying Urgent Cases (15 minutes):
– Discuss how your clinic defines and prioritizes urgent cases, especially near closing time.
– Brainstorm strategies for managing urgent cases while ensuring patient safety and adhering to closing procedures.
When there are any urgent cases, especially near closing time all the workers in the clinic should provide attention to the patient. It is important to care for the patient and even if it’s near closing time, this is why we should be prepared for any of these cases. The first thing to do is provide the basic care for the patient for example, basic first aid, providing oxygen, or stabilizing the persons conditions while waiting for any further instructions. We should also never express any negative emotions when your shift doesn’t go as planned, this can make the patient feel uncomfortable and scared especially since they’re a child.
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Communicating with Patients (15 minutes):
– Consider how you would effectively communicate with the child’s parent about the situation and potential wait times.
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Greet and introduce myself to the child’s parent
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Acknowledge the parent’s concern and provide reassurance/comfort
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Explain to the parent about the clinic closing time
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Describe the next steps that will be taken for the child’s care and what to expect next
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Provide child’s parent with any additional information
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– Discuss methods for conveying empathy and maintaining clear communication during stressful situations.
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Use a calm/friendly and reassuring tone
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provide updates
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Maintain eye contact and be an active listener
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Acknowledge the parents anxiety
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Staff Coordination (15 minutes):
– Outline how you would coordinate with other staff members, including receptionists, nurses, and physicians, to manage the urgent case effectively.
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We would need to coordinate with each other to see how serious of a problem it is. We don’t necessarily need a lot of people to stay in the clinic. We need to make sure that there is at least one MA that can take the child’s vitals and to just make things run smoothly we could use another MA to talk to the parent. That MA would need to talk to the parent about the concerns they are having while at the same time make sure that they are trying to calm down the parent. If there is anything that is needed afterwards that MA would also talk to the parent about the following steps. Of course we would need a physician to stay to do the primary check on the child. So we would need a receptionist, around one or two MA’s , the physician, and possibly a nurse. We would need to make sure that everyone is ready to do their part so that it can run smoothly.
– Discuss the importance of shift handover and ensuring continuity of care for the child.
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The importance of shift handover is that it ensures the best care for the child. There are two aspects. First is that if it had been a long shift for the patient’s bst care you would need to switch so that the Ma’s mind is fresh and not tired. The other aspect would be that you need to make sure that you are there for your shift to make sure that no one has to stay longer hours or find a replacement. If that is the case someone might not be able to do either and there will be a gap in the system that you have set up which will cause things to run slower because now someone is responsible for your part.
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Ethical Considerations (15 minutes):
– Explore ethical considerations in managing urgent cases near closing time, such as balancing patient needs with operational constraints.
Some ethical considerations that would be acknowledged would be wanting to provide care but also finishing the procedures of closing the clinic. Deciding to see the patient can reset the entire process as well as putting their health at risk because there might not be a ready space available so close to closing time.Especially when dealing with urgent cases
– Discuss any ethical dilemmas that may arise and how you would approach them.
Some ethical dilemmas would be choosing whether or not to see the patient being that close to closing, another issue that could happen is when assessing the patient the proper people that would need to care for them might have left already. The procedures of closing the clinic might make it harder to collect any needed items and having a room set for the patient.
The way i would approach on whether or not the patient can be seen is thinking about the area around the clinic and if there are any other places still open the can see them, but i would greet them and find out their reasoning for coming so late and once finding out the case is urgent i would inform all the necessary staff about it and get them checked in. In the scenario it’s known that there isn’t enough staff present to help, you could possibly help the patient contact another clinic and inform them of sending the patient their way. If there is staff with the right experience to provide care and get them in we could try and find a room that had already been cleaned and ready for use, and just try to provide the physician with whatever they may need.
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Documentation and Compliance (10 minutes):
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Review the importance of documentation and regulatory compliance during closing procedures
It ensures patient safety and smooth clinic operations.
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Discuss what specific documentation would be necessary in this scenario and how it should be handled.
In this scenario, immediately document the child’s basic information and their symptoms. Check how serious the situation is and ask a doctor for help if needed. Keep the parent updated on what’s going on.
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Conclusion and Debrief (10 minutes):
– Summarize key points discussed during the session.
– Reflect on what you have learned about managing urgent cases and closing procedures in pediatric healthcare settings.
– Discuss any improvements or changes you would propose to enhance clinic operations based on this scenario.The key points discussed during the session were the introduction,Identifying Urgent Cases, Communicating With Patients, Staff Coordination,Ethical consideration,Documentation and Compliance .The introduction is important as a Medical Assistant because it is the first thing a patient sees and talks with since it is in the reception area. The introduction to a patient is what makes a patient feel comfortable or uncomfortable, we as a medical assistant should always have good energy so that we can leave the patient with a good feeling. This shows to the patients that they are in good hands. Identifying Urgent Cases is important for a Medical Assistant because we should know if a patient is in danger and needs immediate help, this can also help in cases when there are too many people and we have to attend to the people who are in danger and then go to the non-urgent cases. Communicating with patients is a really important part in the medical field and as a Medical Assistant we should be able to communicate efficiently with the patient. Communication with the patient is needed when patients share their complaints and when the Medical Assistant has to deliver approved news about their health and any other important information. Staff Coordination is really important in a healthcare setting so that everyone is organized and knows their task, this helps things go smoother and leaves patients with a good impression seeing how well each member works with each other. This can also help the members because they won’t have any problems with each other when working together. Ethical Consideration is an important thing to have in the medical field because it is what helps you decide whether you attend a patient and obviously the ethical thing to do is to care for the patient. Documentation is important because it is what helps keep records of a patient’s medical history and it is a legal document. Documentation is also helpful for when the clinic has an audit and they need to prove something. It also secures the information given especially during closing time.
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Great job Ms.Breana’s group, you all have good ideas and strategies in how to solve problems
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Great job on your discussion post. I believe that you guys were very detailed and gave a lot of information about every part.
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I like how your introduction was fast and understandable!
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Discussions points
Introduction of the Team:
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Introduce yourself and give what role you play in the clinic
Hello, I’m Julissa Beltran/Odalis Morales and I will be your medical assistant for today. I will be taking your vitals today.
Identifying Urgent Cases (15 minutes)
Defining and Prioritizing Urgent Cases:
urgent cases are defined as medical situations that pose an immediate threat to the patient’s health if not addressed promptly. Examples include severe abdominal pain suggestive of appendicitis, respiratory distress, high fever with rash, we prioritize these cases by:
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Quickly assessing the severity of the situation upon arrival.
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Following established emergency protocols to ensure swift action.
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Prioritizing based on the urgency and potential impact on the child’s health.
Strategies for Managing Urgent Cases:
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Establish a triage station if we have urgency of cases immediately.
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Have an emergency team on standby ready to extend their hours if needed.
Communicating with Patients (15 minutes)
Effective Communication:
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Clearly explain the situation to the parent, including the potential seriousness of the issue and the estimated wait time.
2. Show empathy towards the parent’s anxiety. Example: “I understand this is a stressful situation. We will do everything we can to ensure your child receives the best care.”
3. Provide regular updates to the parent to keep them informed about the progress and any changes in the situation.
Conveying Empathy:
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Listen to the parent’s concerns and respond thoughtfully.
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Tell the parent that their child is in good hands, and we are doing everything possible.
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Use non-verbal communication such as eye contact and a calm tone to convey empathy.
Staff Coordination (15 minutes)
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Inform the receptionists about the urgent case so they can manage other patients and redirect them if necessary.
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Nurses should be ready to perform initial assessments and assist in preparing for any necessary interventions.
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Physicians should be on standby to immediately address the urgent case once initial assessments are completed.
Ethical Considerations (15 minutes)
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Always prioritize the patient’s health and well-being.
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Efficiently allocate resources to handle urgent cases while considering the clinic’s operational constraints.
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Be transparent with the parent about what can be done immediately and what might require a visit to an emergency room if beyond the clinic’s capacity.
Ethical Dilemmas:
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Balancing the immediate needs of the patient with the well-being of the staff who may need to stay late.
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Deciding how to best use limited resources in a way that maximizes patient care.
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Ensuring the parent is fully informed and involved in decisions about their child’s care.
Documentation and Compliance (10 minutes)
Importance of Documentation:
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Maintain accurate and detailed records of the patient’s condition, assessments, and treatments provided.
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Proper documentation is crucial for ensuring continuity of care, especially during shift changes.
Necessary Documentation:
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Document the initial assessment findings and triage decisions.
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Record all treatments
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Document all communications with the parent, including their concerns and the information provided to them.
Conclusion and Debrief (10 minutes)
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Clear definition and prioritization of urgent cases.
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Effective and empathetic communication with the parent.
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Efficient coordination among staff members.
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Balancing patient needs with operational constraints.
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Importance of accurate documentation for compliance and continuity of care.
From: Julissa B and Odalis Morales
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I like the organization and detail without paragraphs
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This reply was modified 1 year, 9 months ago by Trinity.
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This reply was modified 1 year, 9 months ago by
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(Ms.Lauryn)
Discussion Points :
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Introduction (10 minutes):
– Introduce yourselves and briefly discuss your roles within the clinic.
– Read and familiarize yourselves with the scenario provided.
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Hello my name is Trinity Smith I will be your medical assistant today, taking your vitals then I quickly let the doctor take a look
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Identifying Urgent Cases (15 minutes):
– Discuss how your clinic defines and prioritizes urgent cases, especially near closing time.
– Brainstorm strategies for managing urgent cases while ensuring patient safety and adhering to closing procedures.
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Near closing time and someone is in clear urgent need, our first priority is to help them and provide services.
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That’s why first-aid training is a must for these cases
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We know that we have to sanitize everything again and you might be annoyed but this is a very small price to pay to possibly save someone’s life especially a small child who has a lot ahead of them so personally I wouldn’t be upset at all.
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Communicating with Patients (15 minutes):
– Consider how you would effectively communicate with the child’s parent about the situation and potential wait times.
– Discuss methods for conveying empathy and maintaining clear communication during stressful situations.
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I would introduce myself the the parents
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I would provide comfort and reassurance and listening and understanding there concerns
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Explain to them what they need for there child and what to expect if something happens
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Provide any additional information and recommend them to call 911 or go to the hospital when something occurs at clinic closing time, (explain a couple reasons)
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Staff Coordination (15 minutes):
– Outline how you would coordinate with other staff members, including receptionists, nurses, and physicians, to manage the urgent case effectively.
– Discuss the importance of shift handover and ensuring continuity of care for the child.
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Everyone has a specific job but what we all require is the same information, if everyone knows the situation and knows what the patient needs and already had would help a lot
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Nurses show comfort to the parents and the patients that are really nervous and also gather information about the patient’s vitals and current state to the physician
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Physicians main priority is the patient then reports to the receptionist to talk about the insurance and paperwork, the receptionists are also the first one the parents and patients see.
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It is important that when they shift change that they let them know all of the information and if the patient is a child then let them know what the child is like and likes so that they know how to handle them and their anxiety.
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Ethical Considerations (15 minutes):
– Explore ethical considerations in managing urgent cases near closing time, such as balancing patient needs with operational constraints.
– Discuss any ethical dilemmas that may arise and how you would approach them.
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We would still provide care to the patient while also finishing closing the clinic so when the patient goes home we would have to sanitize and clean what we use for that patient and then close.
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There might not be a sanitized room available so they might put their health even more at risk then it already possibly is
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The dilemmas that may arise is the important needs a patient while also how you have to deal with the overtime problems, how to use the limited supplies we have and to ensure the parent of the patient that they get the info they need without showing that your stressed because they might get the wrong idea of “we don’t want to help” look.
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Documentation and Compliance (10 minutes):
– Review the importance of documentation and regulatory compliance during closing procedures.
– Discuss what specific documentation would be necessary in this scenario and how it should be handled.
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Everything in closing is to make sure that everything is ready for the next day
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Making sure that things are clarified and documentation is right for the morning shift so everything can run smoothly
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Recording treatments and vitals and main assessment, and provide information to the parents of the patient is necessary
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Conclusion and Debrief (10 minutes):
– Summarize key points discussed during the session.
– Reflect on what you have learned about managing urgent cases and closing procedures in pediatric healthcare settings.
– Discuss any improvements or changes you would propose to enhance clinic operations based on this scenario.
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Prioritizing urgent care before anything
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Empathy is really important in communication
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Good team work with your co-workers
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Managing the patients needs with other work on the side
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Finally the importance of documentation
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Fatima’s group : Krystal, Kiara, Kaylee.
Scenario:
You are part of a healthcare team working in a pediatric clinic. It’s nearing the end of the day, and you encounter a situation where a child arrives with a potentially urgent medical issue just before closing time. The child’s parent seems anxious, and you need to decide how to handle the situation within the clinic’s closing procedures.
Discussion Points :
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Introduction (10 minutes):
– Hello welcome to so and so clinic my name is— i will be your medical assistant for today
– I will be taking your vitals, that is your blood pressure, your pulse, your weight and your height. It won’t take too long but I’ll be sure to get the physician for you as soon as we can.
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Identifying Urgent Cases (15 minutes):
– Discuss how your clinic defines and prioritizes urgent cases, especially near closing time.
– Brainstorm strategies for managing urgent cases while ensuring patient safety and adhering to closing procedures.
As the medical assistant helping that child that day I would quickly evaluate the child’s condition to determine how urgent the situation actually is, then with certainty I would as the MA, Prioritize the case based on clinic guidelines and notify the healthcare provider. As I wait with the child I would ensure to Keep the child safe and comfortable while waiting. While waiting I would alert and involve necessary clinic staff for emergency immediate care. While all of this is in the works ill be informing and reassuring the parent about the situation and wait times.
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Communicating with Patients (15 minutes):
– Consider how you would effectively communicate with the child’s parent about the situation and potential wait times.
– Discuss methods for conveying empathy and maintaining clear communication during stressful situations.
Firstly I would acknowledge the concerns, starting off by greeting the parent warmly and acknowledge their anxiety as well. Making sure to let them know their child’s condition is being taken seriously. Secondly, ill clearly explain that the clinic is closing soon but that the child’s issue will be taken care of indefinitely, ill try providing an estimated wait time if possible and try communicating any immediate steps being taken. Then lastly ill show empathy by using reassuring and empathetic language to address the parents concerns. For example I would say something like “I understand this is a stressful time, and we will do our best to help your child as quickly as possible.”
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Staff Coordination (15 minutes):
– Outline how you would coordinate with other staff members, including receptionists, nurses, and physicians, to manage the urgent case effectively.
– Discuss the importance of shift handover and ensuring continuity of care for the child.
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Notifying staff of the clinic, informing the receptionist, nurses, and physician about the urgent case immediately.
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Preparing resources, ensuring that necessary medical supplies and equipment are ready and available for the child’s care.
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Collaborating with other team members to quickly assess and address the child’s needs.
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Managing shift handover, if a shift change is needed, ensuring a smooth handover by informing the incoming staff on the case details and current status.
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Ethical Considerations (15 minutes):
– Explore ethical considerations in managing urgent cases near closing time, such as balancing patient needs with operational constraints.
– Discuss any ethical dilemmas that may arise and how you would approach them.
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Balance needs: Prioritize the child’s urgent needs while managing clinic operations and resources.
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Fair treatment: Ensure the child receives fair care despite the clinic closing time.
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Address dilemmas: Handling any possible conflicts between extending hours or referring to the child to an emergency facility with sensitivity and transparency.
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Documentation and Compliance (10 minutes):
– Review the importance of documentation and regulatory compliance during closing procedures.
– Discuss what specific documentation would be necessary in this scenario and how it should be handled.
First action with Documentation would be record details such as documenting the child’s arrival, conditions, actions taken, and any communications. After this we would ensure all documentation meets clinic policies and regulatory requirements. Include any updates on the child’s care and interactions with the parent in the patient’s chart.
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Conclusion and Debrief (10 minutes):
In conclusion, we looked at the main ways to handle urgent cases close to the end of the day, such as quickly evaluating the situation, working with the team, and talking clearly with parents. I understood how crucial it is to meet patient needs while keeping the clinic running smoothly and keeping records correct. We could make things better by setting up a plan for dealing with urgent cases longer or by making our triage system better at sorting out these situations.
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Introduction (10 minutes):
– Introduce yourselves and briefly discuss your roles within the clinic.
– Read and familiarize yourselves with the scenario provided.
Hello, my name is Elizabeth Diaz, and I am going to be your Medical Assistant for this afternoon. I can see that your child has been injured and I will do my best to give them the absolute best care that I can offer. However, I should inform you that the clinic will be closing soon so I will do my best to support in the best way that I can. As a medical assistant my first priority is making sure that the patient is safe and healthy.
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Identifying Urgent Cases (15 minutes):
– Discuss how your clinic defines and prioritizes urgent cases, especially near closing time.
– Brainstorm strategies for managing urgent cases while ensuring patient safety and adhering to closing procedures.
– The clinic and all of its staff should be treating the patient like normal even if it is nearing the closing time. It is important for every patient to get the same treatmnt. Especially if it’s nearing closing time, the patient still deserves to get the same treatments in the wating room, triage, exam room, and when they are checking out. Every member of the team should be equipped and ready for a patient since it still isn’t time for the clinic to close. As a medical assistant it’s my job to listen to my patient and understand what their chief complaint is in order for the doctor to make a well-informed decision about the urgent matter.
-When an urgent case walks into the clinic, every staff member must be ready to take them on and remain respectful and ensure the patient’s safety. We must give the best care we can, but it also must be done efficiently in order to adhere to closing procedures. After the patient leaves one room, i.e.: the triage, a staff member must be ready to clean and sanitize the area. This should go on until the patient has been seen by the doctor and their is medication put into place and a diagnosis with information given to the parents of the patient.
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Communicating with Patients (15 minutes
– Consider how you would effectively communicate with the child’s parent about the situation and potential wait times.
– Discuss methods for conveying empathy and maintaining clear communication during stressful situations.
During this stressful situation it is important for the parents to understand what is going on with their child’s condition. As the MA I should introduce myself directly to the parents in a calm and empathetic manner. I should talk to the parents about the condition that the child is in, so that I can get as much information as possible for the doctor. I would then reiterate that the clinic is close to closing but that every staff member will try their best in order to give the best care that our clinic can give. Throughout their visit, I will also need to give them any addition information about any diagnosis, vaccines or any, procedures that might be talked about.
In order to convey empathy to our patient and their patients, we should make sure to stay in a calm and reassuring tone of voice, make sure to be an active listener and acknowledge any concerns that the parents have as well as use eye contact to ensure that they know that I am with them throughout this process. During stressful situation some parents might become angry or rude, which is why it is important for Medical Assistants to keep their composure and maintain kind, reassuring, and calm attitudes.
Staff Coordination (15 minutes):
– Outline how you would coordinate with other staff members, including receptionists, nurses, and physicians, to manage the urgent case effectively.
– Discuss the importance of shift handover and ensuring continuity of care for the child.
In order to coordinate efficiently and effectively, the team must come together in order to discuss how serious and threatening the injury is. This means we would have to have brief team meeting in order to properly give other staff members the information that they need in order to work with the patient and their parents. In order to keep the management of this urgent case smooth, a brief meeting is important because it allows every staff member to be on the same page when it comes to the care of the patient.
Ensuring the continuity of care for the child is important and should always be done smoothly when changing shifts. As the Medical Assistant you should talk to the parents and let them know that their case will be given to another person and tell them that you will be leaving. Before you leave you should connect with the person taking over your patient and tell them all of the information that you have along with any comments about the parents. This will ensure that the handover is a lot smoother.
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Ethical Considerations (15 minutes):
– Explore ethical considerations in managing urgent cases near closing time, such as balancing patient needs with operational constraints.
– Discuss any ethical dilemmas that may arise and how you would approach them.
We must always keep in consideration how the patient and their family must be feeling. They didn’t think they would be coming to a clinic this late, especially with an urgent problem. Therefore, we should treat them with the same respect we would give any other patient who is walking in with an urgent problem. So, it’s important to put the patient and their family in a sterile, clean area so that they will stay safe, especially if it’s an urgent problem because they especially need to be put into a sanitized area.
Something that may come up could be that it’s late into the shift and some needed personnel might have gone home already or some staff member might have already started the closing process. This may start some issues within the staff but at the end of the day our first priority is the patient’s wellbeing and safety.
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Documentation and Compliance (10 minutes):
– Review the importance of documentation and regulatory compliance during closing procedures.
– Discuss what specific documentation would be necessary in this scenario and how it should be handled.
Ensuring that the patient has every one of their documents is important because if they don’t, then we cannot check them in or have them seen by the doctor. This would then result in the parents becoming angry and most importantly, the child being in danger of their health and safety. We need their documents to check in so that we can get out sheets for their vaccines, vitals, and exam room comments so that it can all be properly filed in their record. Whether that be electronic or paper.
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Conclusion and Debrief (10 minutes):
– Summarize key points discussed during the session.
– Reflect on what you have learned about managing urgent cases and closing procedures in pediatric healthcare settings.
– Discuss any improvements or changes you would propose to enhance clinic operations based on this scenario.
In this session we learned the important of communicating clearly with the patient and their family, clearly setting expectations for the family, being calm and reassuring throughout their visit, and implementing strategy in order for everyone to be able to clock out on time. In order to enhance clinic operations after seeing this problem, I would implement a rule or suggestion to go outside of our door. This would tell parents and patients that they should get to the clinic at least 2 hours before the closing time in order for them to get the best possible care that they could get. This would allow them to have enough time for a thorough appointment with the doctor. Throughout this discussion I learned that it is important to stay calm and professional when something out of the ordinary happens in the clinic.
Elizabeth Diaz, Ms. Lauryn
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