This blog post is a writing assignment for MAST 1060: Medical Office Procedures, part of the Health Care Management (HC23) Associate of Applied Science Degree program at Southern Crescent Technical College.

“Scenario: A father comes into the office with Kara, his 6-year-old daughter. He says she has been pulling her left ear and complaining of pain. She appears bashful, is clinging to her father, and is crying softly. Role-play the communication between the administrative medical assistant, father, and child as you prepare her to be taken to the treatment room for the examination” (French, 2019, Job Skill 4-3).

This scenario requires three people: a father, his daughter, and a medical assistant. Amy, the medical assistant, calls Kara from the waiting room and greets her and her father before escorting them back to the exam room. Amy squats down to address Kara directly on her level instead of indirectly through her father. She speaks to her with a friendly smile and a soft, low voice. Amy resumes standing erect and then escorts them both to the exam room.

Kara’s father sits in a chair, and Kara sits on her father’s lap, continuing to cling to him. Amy sits in a chair across from them so she can continue to talk directly to Kara on the same level. She continues to speak with Kara in the same manner and tone. She asks short, simple questions using vocabulary that a 6-year-old understands to attempt to gather information about Kara and her ear.

Kara is not cooperative with the questions. Instead, she clings to her father, covering and tugging at her ear. Amy understands Kara’s fear, is patient with her lack of cooperation, and tries a new method. Amy reaches for a puppet she keeps in the office for kids and begins the conversation again through the puppet. She introduces the puppet as Ms. Frazzle. Kara starts to perk up and get interested in the cute character, even removing her hand from her ear to reach out to touch it. Kara also answers some questions.

Amy tells Kara that she understands her fear and that it is normal, and she says that other kids often come to the doctor feeling the same way. Amy then informs Kara that Ms. Frazzle understands, too, because she also has an earache. She explains to Kara that she can hold Ms. Frazzle and play with her during the exam and that it might help her feel safe and calm.

Amy tells Kara that the doctor will want to look inside her ear, and she tells her that he needs to do it to help her get better so her ear will not hurt anymore. She encourages Kara to use the puppet to express any feelings or pain she might have during the exam. When Kara understands and appears to feel safer and more comfortable, Amy leaves, informing them that the doctor will be in to see Kara soon (French, 2019, 4-3c, Procedure 4-2, Job Skill 4-3).

References

French, L. L. (2018). Administrative Medical Assisting. (8th ed.). Boston, MA: Cengage Learning.

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