Handling Culturally Diverse Patients
Mrs. Abdul has recently emigrated from the Middle East to live with her daughter and son-in-law. The Abdul family has just started coming to the clinic you work at as a Medical Administrative Assistant for care over the past 3 months. You have noticed that they have arrived late for all of their appointments to date, have arrived again late for their appointment today and seem reluctant to answer many of the questions that are asked. Also, it is observed that Mrs. Abdul allows her daughter to speak for her most of the time. Based on some preliminary testing that was conducted, Dr. Jones is concerned that Mrs. Abdul may have cancer, but must do some further diagnostic testing to be sure.
Based on the above scenario what information should the medical staff be aware of to help them interact effectively with the patient? Are there specific guidelines they should follow in terms of cultural diversity? If so, what would those be?
W3C1: Key Assessment for CLO #4
Utilizing Proper Telephone Techniques: The Angry Patient
You are the Medical Administrative Assistant for your practice. The phone rings and you answer it. It is Mr. Wilson, a patient of the practice. He is very upset because he received an EOB (explanation of benefits) in the mail today indicating the insurance denied his claim for his most recent office visit because it was not considered medically necessary. Your practice has not yet billed Mr. Wilson, but he warns “You better not even think about billing me for that visit, or I’ll sue you”. Mr. Wilson does not want to hear that the office can appeal the denial if he is willing to complete the form that was sent to him. He adds “paperwork is your job, not mine!”
1. If you were in this situation what would you do? Think about and incorporate applicable PRICE characteristics.
2. Should you alert the physician or office manager or try to handle on your own?
3. Should this incident be documented in the patient’s medical record? Why or why not?
4. Please answer all questions completely. APA format must be used.
You must proofread your paper. But do not strictly rely on your computer’s spell-checker and grammar-checker; failure to do so indicates a lack of effort on your part and you can expect your grade to suffer accordingly. Papers with numerous misspelled words and grammatical mistakes will be penalized. Read over your paper – in silence and then aloud – before handing it in and make corrections as necessary. Often it is advantageous to have a friend proofread your paper for obvious errors. Handwritten corrections are preferable to uncorrected mistakes.
Use a standard 10 to 12 point (10 to 12 characters per inch) typeface. Smaller or compressed type and papers with small margins or single-spacing are hard to read. It is better to let your essay run over the recommended number of pages than to try to compress it into fewer pages.
Likewise, large type, large margins, large indentations, triple-spacing, increased leading (space between lines), increased kerning (space between letters), and any other such attempts at “padding” to increase the length of a paper are unacceptable, wasteful of trees, and will not fool your professor.
The paper must be neatly formatted, double-spaced with a one-inch margin on the top, bottom, and sides of each page. When submitting hard copy, be sure to use white paper and print out using dark ink. If it is hard to read your essay, it will also be hard to follow your argument.