Documente Academic
Documente Profesional
Documente Cultură
Presentado por:
Jhennyfer Torres
Geraldin Téllez
2020
TEXTO:
Bárbara, an experienced certified medical assistant, cma (aama), in a medical
office with an outpatient clinic, instructs new employees in the office reception
area to follow medical office procedures whenever possible and prudent, but
Above all, use common sense in dealing with patients.
Barbara told Elaine, a new receptionist at the doctor's office, to politely ask
patients without an appointment why they needed to see a doctor. Elaine had
been at work for two weeks when an elderly man with hearing problems
approached her, and she asked without hesitation the purpose of her visit.
He was obviously too embarrassed to answer, but Elaine persisted, finally
raising her voice. When the man screamed, I can't urinate, all the heads in the
busy waiting room turned to Elaine and the patient. He arranged for the man to
see a doctor, but he quickly left the building. Bárbara criticized Elaine's patience
management technique, but the fact of the matter was that the patient left
without consulting a doctor for his medical problem.
The needs of the patients always trump the office routine, emphasizes Bárbara.
If we somehow hurt or hinder a patient while stubbornly following an established
routine, we could have risked legal liability, but more importantly, we have not
done our job.
From Barbara's perspective as the person responsible for training medical office
staff, Elaine did not use common sense to communicate with a patient, and as a
result, the man did not receive the medical treatment he needed.
From Elaine's perspective, she followed Barbara's instructions to the letter, and
did not understand why Barbara had criticized her. She had no intention of
embarrassing the man, so was it her fault that he left without making an
appointment?
From the patients perspective, like an elderly gentleman who rarely discussed
personal matters, the young woman who was his first contact in the doctor's
office embarrassed him, and left rather than face further humiliation.
If I had been Barbara, the first thing I would have done is training the new
employees at the outpatient clinic to fill the reception position, or rather
Customer Service.
Second point, there was no team unión within the outpatient clinic, to attend to
patients or users.
Third point, that the reception or Customer service was not addressed well to
the user due to the need it was causing, so he committed that recklessness to
the patient. For this simple reason, the patient could not enter the medical office
to follow the said treatment or illness that was caused.
OPINION DE GERALDIN TELLEZ:
Primero que todo el personal debe estar estrictamente capacitado para trabajar
en una clínica, hospital etc. y más para atender pacientes con cualquier
discapacidad que presenten, siento que bárbara tiene razón al criticar a Elayne
por no tener la paciencia para con los pacientes que solo buscan una buena
atención que sea eficiente y eficaz, y que les den solución para sus
necesidades, y nosotros como trabajadores de la salud no podemos cometer
esos errores, antes estamos para dar solución a cualquier necesidad que
requieran.
Si hubiera sido Eleiana, me habría calmado un poco
GERALDIN TELLEZ READING VIEW:
First of all, all personnel must be strictly trained to work in a clinic, hospital, etc.
And more to care for patients with any disability they present, I feel that Barbara
is right to criticize Elayne for not having the patience with patients who only
seek good care that is efficient and effective, and that provide solutions for their
needs, and we as health workers cannot make those mistakes, before we are
there to solve any need they require.
If I had been Eleiana, I would have calmed down a Little.