Chapter 15: Patient Interaction, Screening, and Emergencies Flashcards
Basic Telephone Protocol
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
Patient Screening
A preliminary interview to determine the situation and reason behind the call
Triage
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?
Emergencies
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
Urgent Situation:
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
Routine Situation
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
Appointment Scheduling
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
Emergencies in Office
1) Chemical burns
2) Thermal burns
3) Ultraviolet burns
4) Trauma
Chemical Burns
Chemical burns cause damage very quickly. Patients are to be instructed to rinse eyes out with clean water for 15-20 minutes
Alkali Burn
A chemical burn caused by an agent with a high pH
Causes more damage than acidic burns
Acidic Burn
A chemical burns caused by an agent with low pH
Organic Solvents
Liquid substances that are derived from raw petroleum and from other volatile liquid agents
Thermal Burns
Refers to an injury that results in burning/freezing of tissues
Ultraviolet Burns
An injury that comes from exposure to ultraviolet radiation and can cause keratitis, skin burns
Trauma
Physical injury to tissue from various causes, including force, toxins, or temperature extremes
Blunt Trauma
Tissue damage caused by nonpenetrating force
Ecchymosis
A visible collection of blood that has leaked from a vessel into the surrounding tissue, usually due to trauma
Also called a bruise
Emphysema
Air trapped within an organ or tissue
Penetrating trauma
An injury that pierces the tissue
Lacerations
A traumatic cut
Traumatic Hyphema
Bleeding into the anterior chamber as a result of trauma
Traumatic Iritis
A blunt injury to the iris causing inflammation; manifested by light sensitivity, conjunctival injection, and pupillary abnormality (miosis or mydriasis)
Traumatic Iridoplegia
A blunt injury that results in paralysis of the iris sphincter muscle
Posterior Vitreous Detachment
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)
Retinal Tear
A break in the retina, which can develop into a detachment
Retinal Detachment
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)
Retinal Edema
Swelling of the retina caused by blunt trauma to the retinal structures that results in release of fluid into the tissues
Traumatic Optic Neuropathy
Edema and vision loss resulting from noninflammatory abnormality of the optic nerve caused by trauma
Retrobulbar Hemorrhage
Hemorrhage behind the eye globe
Orbital Bone Fracture
Fracture of one or more of the bones of the orbital socket
General Emergency Assistance
Signs of an impending emergency: Patient feeling faint, lightheaded, nauseous, or “not feeling well”
Assistants should be able to use CPR
Guidelines for Handling a Patient Fall
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
Hospital Admission
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
