Chapter 15: Patient Interaction, Screening, and Emergencies

Question 1

Basic Telephone Protocol

Answer 1

1) Greet caller, referencing Doctor’s name and your name
2) Ask how you can help
3) Project helpfulness and patience
4) Handle calls efficiently
5) Try not to put caller on hold
6) Take message that includes; Name, Date and Time of call, Return phone number, and message
7) Thank caller

Question 2

Patient Screening

Answer 2

A preliminary interview to determine the situation and reason behind the call

Question 3

Triage

Answer 3

The process of placing patients (screened in person or on the phone) into a classification system based on need, with those having more serious problems in a different category than those with minor problems. The purpose is to ensure that patients are seen in a timely fashion, based on the severity of their problem

What is the basic medical complaint? When did symptoms begin? How did things start?

Question 4

Emergencies

Answer 4

A medical situation that requires immediate attention

Sudden loss of vision (painless or painful), trauma (burns or otherwise), sudden onset of double vision, ptosis, dilated pupil

Question 5

Urgent Situation:

Answer 5

A medical situation that requires attention within 24-48 hours

Gradual loss of vision, flashes and floaters, acute red eye, blunt trauma not associated with vision loss, photophobia, progressively worsening pain, loss/breakage of glasses, swelling of eyelids

Question 6

Routine Situation

Answer 6

A medical situation that usually can be scheduled for the next routine office appointment time, within days or weeks

Discomfort, increased trouble with dva or nva, mild irritation, twitching/fluttering, redness and discharge

Question 7

Appointment Scheduling

Answer 7

1) Confirm that patient is scheduling at the correct facility/provider
2) Confirm location
3) Confirm appointment type
4) Confirm appointment date and time
5) Inform patient of any potential testing or treatments that could happen

Question 8

Emergencies in Office

Answer 8

1) Chemical burns
2) Thermal burns
3) Ultraviolet burns
4) Trauma

Question 9

Chemical Burns

Answer 9

Chemical burns cause damage very quickly. Patients are to be instructed to rinse eyes out with clean water for 15-20 minutes

Question 10

Alkali Burn

Answer 10

A chemical burn caused by an agent with a high pH
Causes more damage than acidic burns

Question 11

Acidic Burn

Answer 11

A chemical burns caused by an agent with low pH

Question 12

Organic Solvents

Answer 12

Liquid substances that are derived from raw petroleum and from other volatile liquid agents

Question 13

Thermal Burns

Answer 13

Refers to an injury that results in burning/freezing of tissues

Question 14

Ultraviolet Burns

Answer 14

An injury that comes from exposure to ultraviolet radiation and can cause keratitis, skin burns

Question 15

Trauma

Answer 15

Physical injury to tissue from various causes, including force, toxins, or temperature extremes

Question 16

Blunt Trauma

Answer 16

Tissue damage caused by nonpenetrating force

Question 17

Ecchymosis

Answer 17

A visible collection of blood that has leaked from a vessel into the surrounding tissue, usually due to trauma
Also called a bruise

Question 18

Emphysema

Answer 18

Air trapped within an organ or tissue

Question 19

Penetrating trauma

Answer 19

An injury that pierces the tissue

Question 20

Lacerations

Answer 20

A traumatic cut

Question 21

Traumatic Hyphema

Answer 21

Bleeding into the anterior chamber as a result of trauma

Question 22

Traumatic Iritis

Answer 22

A blunt injury to the iris causing inflammation; manifested by light sensitivity, conjunctival injection, and pupillary abnormality (miosis or mydriasis)

Question 23

Traumatic Iridoplegia

Answer 23

A blunt injury that results in paralysis of the iris sphincter muscle

Question 24

Posterior Vitreous Detachment

Answer 24

A separation of the posterior vitreous surface from the retina that often occurs when the vitreous liquifies during aging, but may also be caused by certain diseases or trauma
Symptoms include: increased floaters and flashes of light (photopsia)

Question 25

Retinal Tear

Answer 25

A break in the retina, which can develop into a detachment

Question 26

Retinal Detachment

Answer 26

The separation of the sensory layer from the pigment layer of the retina
3 causes: rhematogenous (tear or hole), traction (pulling off due to scar tissue), and exudative (fluid accumulation)

Question 27

Retinal Edema

Answer 27

Swelling of the retina caused by blunt trauma to the retinal structures that results in release of fluid into the tissues

Question 28

Traumatic Optic Neuropathy

Answer 28

Edema and vision loss resulting from noninflammatory abnormality of the optic nerve caused by trauma

Question 29

Retrobulbar Hemorrhage

Answer 29

Hemorrhage behind the eye globe

Question 30

Orbital Bone Fracture

Answer 30

Fracture of one or more of the bones of the orbital socket

Question 31

General Emergency Assistance

Answer 31

Signs of an impending emergency: Patient feeling faint, lightheaded, nauseous, or “not feeling well”
Assistants should be able to use CPR

Question 32

Guidelines for Handling a Patient Fall

Answer 32

1) Notify other staff
2) Do not move the patient until they have been assessed for spinal injury
3) Ask about chest pain, headache, heart arrhythmias, shortness of breath, clamminess

Question 33

Hospital Admission

Answer 33

1) Contact family members on behalf of patient to inform them of the situation
2) Inform patient of the plan of action
3) Provide patient with directions/ or call ambulance
4) Provide paperwork: Name of doctor, reason for referral to ER, phone numbers for patient/emergency contacts