1. Office Administration
Brenda A. Potter, CPC

2. The Diverse Community of
Patients

3. Culture
 Culture is beliefs, behaviors, and attitudes
 It is shared by group of people
 It is passed from generation to generation

4. Culture Care Diversity and Universality
 Nursing theory
 Patient’s culture should be taken into
consideration when treating patient
 Assistant should be aware of cultural beliefs to
avoid offending patients

5. Expectations when Serving Patients
 Don’t assume a patient will act a certain way
because of culture
 Treat all patients with respect and dignity
 Remember that many patients are ill and that
illness has an effect on behavior
 If you were in a patient’s situation, what would
you expect from the staff?

6. Language Barriers
 English as second language (ESL)
 Foreign language dictionaries
 Interpreters (family members or professionals)
 Speech difficulty
 Patient may be able to write
 Ask patient yes or no questions
 Medical terminology
 Avoid use of terms patient doesn’t understand

7. Elderly Patients
 Patients 65 years or older with functional
impairment, or 75 years or older
 Talk directly with patient – family members may
intrude on conversation
 Be sure patient understands instructions given;
written instructions may be needed
 Patient is an adult and should be treated as an
adult; should be focus of conversation

8. Children
 May be patients or may accompany a patient
 May need special attention; try to include in
conversation
 May need supervision if left in lobby when
accompanying adult is a patient

9. Patients with Disabilities
 May require special attention
 Talk directly with patient unless patient can’t
communicate
 Ask if you can offer assistance

10. Angry Patient
 Myriad of reasons may cause anger
 Listen to patient’s concerns
 Help patient if at all possible
 Speak softly to defuse the situation
 Avoid conversations at front desk

11. Violent Patient
 Violence is a rare occurrence
 Never try to handle patient alone
 Don’t provoke patient
 Use 911 if necessary – last resort

12. Anxious Patient
 May appear nervous or restless
 May speak quickly and randomly
 Listen to patient
 Convey calm and caring to patient

13. Depressed Patient
 Depression is an illness
 Patient usually not talkative
 Report concerns to physician

14. Dying or Grieving Patient
 Patients and family members deal with loss in
different ways
 Most difficult time for patients and families; even
staff members

15. Five Stages of Loss
 Denial
 Anger
 Bargaining
 Depression
 Acceptance