When Jorja Anderson, CMA (AAMA), calls Mr. Burton to the examination room, what might the conversation be? Would this conversation help to dispel anxiety? Hi what brings you in today? Well you have come to the perfect place. And give a little explanation about the place.

The eighth-floor orthopedic surgery department in a large metropolitan clinic has an interesting approach to patient dynamics. Providers and their assistants see patients for diagnosis and preparation for surgery. Patients likely are seen in this department three to five times before and after their procedures. The staff involves their patients to relieve any anxiety they might have. Addison Burton approaches the reception desk; he is immediately greeted and asked to wait a moment until the administrative medical assistant clears a previous patient. There is a huge box filled with slightly used tennis shoes that patients and staff are collecting for needy children and the homeless. Addison remembers he has a couple of pairs at home he could bring. After checking in, he is directed to a counter where coffee, tea, and water are available, as well as the daily newspapers. Addison can take a seat in a chair, on a couch at a window that allows him to put his feet and legs up, or at a table with chairs. The window seat gives a view of the city and a terrace garden four floors below. At the table there is an unusual puzzle being put together, and Addison takes a seat there. He is able to put four to five puzzle pieces together before being called for his appointment.

Answer:

Jorja Anderson is a certified medical assistant (i.e. CMA) who is trained and certified by the American Association of Medical Assistants (i.e. AMMA). As per the AMMA website, a CMA's duties fall under 2 categories as follows:

"1) Administrative Duties (may include, but not limited to):

• Using computer applications
• Answering telephones
• Welcoming patients
• Updating and filing patient medical records
• Coding and filling out insurance forms
• Scheduling appointments
• Arranging for hospital admissions and laboratory services
• Handling correspondence, billing, and bookkeeping

2) Clinical Duties (may include, but not limited to):

• Taking medical histories
• Explaining treatment procedures to patients
• Preparing patients for examination
• Assisting the physician during exams
• Collecting and preparing laboratory specimens
• Performing basic laboratory tests
• Instructing patients about medication and special diets
• Preparing and administering medications as directed by a physician
• Transmitting prescription refills as directed
• Drawing blood
• Taking electrocardiograms
• Removing sutures and changing dressings" [1]

Therefore, one can reasonably conclude that the Jorja's conversation would deal with Administrative and Clinical duties towards the patient and the clinic. Jorga is striving to improve the patient experience and patient dynamics. Patient dynamics deals with engendering concordance/agreement between healthcare provider and the patient, which will enable the patient to trust the provider and will lead to better patient enablement. [2]

ANSWER CONTINUES IN THE EXPLANATION SECTION BELOW

Step-by-step explanation

In order to reduce patient anxiety and build a good first impression about the clinic in the patient, it would be necessary to start with a positive and empathetic conversation such as the one below:

Provider: Hi! What brings you in today?

Patient: ..... answers ...

Provider: Well, you have come to the perfect place.

(The Provider then goes on to explain a little about the place).

Jorja's conversation might also include the following:

• Welcoming Mr. Burton
• Taking his medical history
• Explaining treatment procedures at the clinic and
• Preparing Mr. Burton for examination by giving him the appropriate patient dress and explaining the orthopedic physician's examination process to Mr. Burton
• Updating and filing Mr. Burton's medical records, and giving him a copy of the doctor's investigation and findings.
• Informing Mr. Burton about the insurance forms and filling out insurance forms

Reference:

[1] https://www.aama-ntl.org/medical-assisting/what-is-a-medical-assistant

[2] https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3326765/