Healthcare

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Dialysis Technician

The Dialysis Team and the History of Dialysis

Dialysis is a multifaceted process that requires a close-knit team of professionals. To ensure the success of dialysis, the team must interact with each other, the patient, and the family; as well as have an understanding of the role that each member plays. Understanding the basic concepts of dialysis, such as the history of treatment, the differences between hemodialysis and peritoneal dialysis, professional conduct, and Health Insurance Portability and Accountability Act (HIPAA) legislation, will serve as a platform on which to build more specified knowledge. It is impossible to become a successful dialysis technician without this foundation.

This resource covers the basics of dialysis including its history, the dialysis team members and the basic treatment and intervention skills necessary for a successful hemodialysis technician.  

After completing this resource, learners will be able to:

  • Name the national organizations for dialysis technicians
  • Give a brief history of dialysis, including important figures and innovations
  • Explain the difference between hemodialysis treatment and peritoneal dialysis treatment
  • List and explain the roles of each member of the dialysis team
  • List the basic treatment and intervention skills of a dialysis technician
• The Dialysis Team and the History of Dialysis

Dialysis and Infection Control

Dialysis patients require care from professionals who have a clear understanding of the implications of infection prevention beyond just universal precautions. Any infection can lead to serious complications for a dialysis patient. It is essential that all healthcare professional working with dialysis patients to understand and practice accepted infection control strategies. Moreover, healthcare personnel should understand the need for and follow the facilities' standard precautions and other policies to help ensure that the patient, other healthcare workers and visitors are all safe in the dialysis facility.

This resource takes a more in-depth look at infection control as it pertains specifically to the dialysis patient and facility and offers and essential guide for any healthcare professional working in this capacity.

After completing this resource, learners will be able to:

  • Explain the importance of controlling infection
  • Define blood-borne pathogens
  • List infection-control precautions
  • Explain cleaning and disinfecting procedures to prevent infection
  • List strategies for preventing environmental contamination
  • Describe how pathogens are transmitted to patients
  • Discuss the importance of aseptic technique and strategies for maintaining it
  • Describe the use of personal protective equipment (PPE)
  • List strategies for prevention TB, HBV, and HIV transmission
  • Discuss documentation and training to prevent and control infections
• Dialysis and Infection Control

Anticoagulation and Heparin Administration

For healthcare professionals working in any setting, the needs and safety of the patient constitute the primary priorities. Dialysis patients, in particular, have numerous needs because of their renal failure an the sheer necessity of regular treatment. Anticoagulation is one of these special needs in which all healthcare professionals should be well versed. Once the blood leaves the body, it tends to clot very quickly. Clotting is the body's normal response to the blood coming in contact with something other than the normal intact blood vessel. The goal of clotting is to stop the bleeding making this mechanism vital to preserving life. But clotting can't happen during the dialysis treatments, so anticoagulation drugs must be administered to prevent the process.

To this end, this resource addresses the use of anticoagulants during dialysis as well as the healthcare professional's role in the administration of the most commonly used anticoagulants: Heparin.

After completing this resource, learners will be able to:

  • Describe the purpose of an anticoagulant in hemodialysis treatment
  • Describe heparin and its various types
  • Identify heparin dosage, uses, and laboratory tests
  • Identify the needles and equipment used for cannulation and proper needle placement
• Anticoagulation and Heparin Administration

Access to the Bloodstream

Dialysis patients have numerous needs both because of their renal failure and the sheer necessity of regular treatment. Access to the bloodstream is one of these special needs in which all healthcare professionals should be well versed in order to best care for the dialysis patient. This access to the vein for dialysis treatment is called vascular access. It is accomplished by penetrating a blood vessel in such a way that the blood can leave the body, move through the dialysis machine and return to the body.

This resource addresses the different types of ways to access the veins and care for the access site that all healthcare professionals should be aware of and capable of performing.

After completing this resource, learners will be able to:

  • Describe arteriovenous fistula (AVF) including special care needs and potential problems
  • Explain patient assessment prior to cannulation and care after cannulation
  • Identify alternatives to AVF
  • Explain vascular access systems
  • Identify the needles and equipment used for cannulation and proper needle placement
  • List proper infection prevention techniques
  • Explain the National Kidney Foundation's Kidney Disease outcomes Quality Initiative (NKF K/DOQITM) guidelines for vascular access
• Access to the Bloodstream

Patient and Machine Monitoring and Assessment

One of the most important jobs for healthcare professionals working in dialysis is to monitor the patient and the dialysis equipment. For this reason, it is imperative to understand the scope of practice of healthcare professionals in your state as well as how they are supervised with respect to dialysis. this information is described by the Nurse Practice Acts. In some states, for instance, dialysis technicians can perform certain tasks such as infusing normal saline intravenously for priming and managing hypotension, injecting intradermal lidocaine before insertion of the dialysis needles in the vascular access and administering intravenous heparin for anticoagulation.

This resource walks through the complications that can arise during a treatment and the steps required to finalize the treatment, as well as the information necessary for proper documentation.

After completing this resource, learners will be able to:

  • Recognize the clinical complications that can arise during dialysis
  • Explain the technician's role in helping to alleviate any complications
  • Describe intradialytic assessment and patient monitoring
  • Discuss the process of discontinuation of dialysis
• Patient and Machine Monitoring and Assessment

Dialysis and Nutrition Management

Dialysis patients require care from professionals who understand a number of healthcare areas. Nutrition is a critical element for the patient with renal disease undergoing dialysis. The diet needs vary considerably depending on the type and stage of the renal disease itself. Nutrition management is the responsibility of the dietician who is specifically trained in this area.

The dietician works closely with the nephrologist to design an effective diet, then trains and supports the renal disease patient in following this diet and monitoring blood and urine parameters to follow the progress. This resource covers ways to support the patient in their nutrition management.

After completing this resource, learners will be able to:

  • Explain the dietary needs of the patient who receives dialysis treatment
  • Compare and contrast dietary needs for hemodialysis patients and peritoneal dialysis patients
  • List reasons for fluid monitoring during dialysis treatment
  • Explain why supplements are often advised for dialysis patients
• Dialysis and Nutrition Management

Dialysis Laboratory Data Analysis and Interpretation

Because of their unique condition, dialysis patients require care from professionals with an understanding of common blood tests necessary for proper patient care. This resource offers a look at the most common blood tests performed for ESRD patients. Healthcare professionals working with dialysis patients must have a firm grasp on what these tests are, the acceptable values for dialysis patients and what an abnormal value can indicate.

This resource walk through explaining these tests and the results to patients to help them understand how to manage their dialysis therapy..

After completing this resource, learners will be able to:

  • List the most common blood tests performed for ESRD patients, including the reason that each test is performed
  • Identify the normal adult values and the desired values for adults on dialysis
  • Explain the possible causes of abnormal values
  • Describe the technician's role in the manifestations
• Dialysis Laboratory Data Analysis and Interpretation

Diabetes and Hemodialysis

Almost 8% of the US population - roughly 24 million people - has diabetes making it one of the leading causes of chronic kidney disease (CKD) across the country. It is estimated that diabetes is the cause for 44% of end-stage renal disease. With these growing numbers, healthcare professionals at all levels must have a firm understanding of what these diseases are, what it means for their patients, and how these diseases can be combated and/or prevented by modern healthcare systems.

This resource addresses the basics of Diabetes Type I and Type II in relation and in addition to CKD so that healthcare professionals can best help their patients to combat these complex diseases.

After completing this resource, learners will be able to:

  • Explain the relationship of diabetes to kidney disease
  • Compare and contrast Diabetes Type I and Type II, including treatments and normal blood sugar ranges
  • Discuss the effect of diet on the diabetic kidney disease patient
  • Differentiate between kidney treatments in a non-diabetic and a diabetic patient
• Diabetes and Hemodialysis

Medication Problems and Dialysis

For hemodialysis patients, it is extremely common to have numerous complications related to their failing kidneys and the dialysis treatment itself. Hemodialysis is a serious and complex treatment that holds with it a serious responsibility. Patients must follow a strict treatment schedule, take medications regularly, and often make changes in diet. Certain medication are given during dialysis by licensed personnel. Healthcare professionals working with dialysis patients must be aware of these complications and prepared to combat them at every turn.

This resource outlines the healthcare professional's responsibility to make sure their patients have received the prescribed medication prior to treatment termination.

After completing this resource, learners will be able to:

  • Identify common medical problems that accompany kidney failure and the drugs commonly prescribed for each condition
  • List the vitamins, minerals, and other medications commonly used by dialysis patients
  • Explain the risks of heart diseases in dialysis patients
• Medication Problems and Dialysis

Acute Kidney Injury and Dialysis

For hemodialysis patients, multiple complications related to failing kidneys and the dialysis treatment itself are extremely common. Acute kidney injury (AKI) is another name for acute renal failure. The most common indications for dialysis in the treatment of AKI are uremia, hyperkalemia, acidosis, fluid overload, and drug overdose. In AKI, there is a very rapid deterioration of renal function that can often be reversible if diagnosed and then treated in time. To make sure AKI is caught and treated early, healthcare professionals must understand the key symptoms of AKI.

This resource explores these particular symptoms and ensures healthcare professionals are able to identify and compact these symptoms accordingly.

After completing this resource, learners will be able to:

  • Describe acute kidney injury (AKI)
  • Identify prerenal AKI, including its diagnosis, treatment and prognosis
  • Identify postrenal AKI, including its diagnosis, treatment and prognosis
  • Identify intrarenal AKI, including its diagnosis, treatment and prognosis
  • Differentiate oliguric and nonoliguric patients
• Acute Kidney Injury and Dialysis

Peritoneal Dialysis and Home Dialysis Therapy

For chronic kidney disease patients, visits to a dialysis center 3 times a week becomes routine - even for 4 plus hours of treatment. As you can imagine, the amount of time spent at these clinics is terribly inconvenient. For this reason, peritoneal dialysis (PD) became a widely accepted dialysis therapy that, today, most patients can undergo at home. PD is now the most common at-home dialysis therapy used. All healthcare professionals, particularly home healthcare aides and assisted living aides should understand PD therapy in order to best care for their patients. However, some patients don't qualify for this type of at-home therapy, in which case there are a number of options for PD therapy that would work best for the patient.

This resource takes students through the ins and outs of all of these therapies, the equipment involved and caring for patients using different therapies.

After completing this resource, learners will be able to:

  • Describe peritoneal dialysis and its benefits
  • Identify characteristics of patients who qualify for peritoneal dialysis
  • Differentiate between the types of peritoneal dialysis therapies
  • List the equipment needed for peritoneal dialysis
  • Explain how to care for a peritoneal dialysis patient
• Peritoneal Dialysis and Home Dialysis Therapy

Basic Chemistry of Body Fluids and Electrolytes

Functioning kidneys create a balance between the body and the substances within it. For patients with kidney failure, dialysis replaces these functions. In order to completely understand the dialysis process, it is important to understand body chemistry, the processes involved, and the types of substances within the body.

This resource covers basic chemistry, the body’s fluids, the electrolytes of the body, and the processes of osmosis and diffusion

After completing this resource, learners will be able to:

  • Complete basic metric to English and English to metric conversions
  • Differentiate the basic principles of diffusion, filtration, ultrafiltration, convection, and osmosis
  • Explain the role of electrolytes in fluid balance and homeostasis
• Basic Chemistry of Body Fluids and Electrolytes

Kidney Transplants

For some patients, a kidney transplant is a viable option to improve their overall health and quality of life. A kidney is not an easy thing to come by however, as most transplant candidates wait and average of 5 to 7 years. To date, there are approximately 85,000 patients waiting for a kidney transplant and about 17,000 kidney transplants are performed each year. As you can imagine, there are multiple issues and considerations for transplant candidates to work through and healthcare professionals at all levels are instrumental to explaining these procedures and the factors necessary for consideration to patients.

This resource addresses the process for kidney transplant as well as the various treatment options surrounding this procedure, indications and contraindications that healthcare professionals should understand in order to best care for their patients.

After completing this resource, learners will be able to:

  • Identify the most common diseases leading to kidney transplants
  • List the criteria for accepting a patient as a candidate for transplantation
  • Explain the contraindications for transplantation
  • Discuss the process of kidney transplantation including complications, medications, and patient precautions
  • List three options for kidney transplantation
• Kidney Transplants

Pediatric Hemodialysis

Chronic kidney failure and acute kidney injury can happen to anyone - even kids. In fact, most chronic kidney pediatric patients are on dialysis until they receive a kidney transplant. This can be a very long wait if a kidney donor is not available. Kidney failure creates a number of physical problems for any patient, but for children, these problems can be particularly difficult. Slow growth and development alongside the psychological effects on children with kidney disease are important for healthcare professionals working with this special population to understand.

This resource provides guidance on helping these special patients to cope with the physical and emotional challenges they'll face. Given how involved a family will be in this endeavor, proper communication is essential to ensure delivery of the patient's medical plan, particularly with such challenging circumstances.

After completing this resource, learners will be able to:

  • List the possible physical changes of children undergoing dialysis therapy
  • Discuss the possible psychological effects of dialysis on pediatric patients
  • Explain the dialysis technician's role in helping children with dialysis therapy
  • Discuss how a dialysis technician can help the family adjust to a child's dialysis therapy
  • Explain the processes and tools used to perform pediatric dialysis
• Pediatric Hemodialysis

Chronic Kidney Disease in the Elderly​

As the Baby Boomer generation ages and medical advances prolong life, the elderly population continues to grow. At least 45% of new patients entering end-stage renal disease (ESRD) are over 65, making this group the majority of dialysis patients. Just like all dialysis patients, Elderly patients have unique needs and healthcare professionals in all areas but particularly in facilities geared toward older adults need to start adapting their service ability.

This resource explores the physical and psychological complications unique to elderly patients in dialysis. These complications can be life-threatening if unattended and/or significantly lessen quality of life at many levels. To lessen this risk, effective communication between patients and healthcare professionals is essential yet sometimes challenging with this special population. This resource will further explore ways to mitigate these challenges in order to assure the best care possible for patients.

After completing this resource, learners will be able to:

  • Discuss how ESRD affects the elderly and what it does to this group's survival rate
  • Describe complications, such as infection and amyloidosis, in elderly ESRD patients
  • Explain the nutritional needs and dietary restrictions of elderly ESRD patients
  • List the physical challenges of the elderly, and describe how the dialysis technician can overcome these obstacles
• Chronic Kidney Disease in the Elderly

Psychosocial Effects of Dialysis Therapy

Psychosocial issues present a number of problems associated with quality of life for dialysis patients. In 1973, the Medicare end-stage renal disease (ESRD) program came into effect allowing major financial coverage available to 90% of patients with renal failure, regardless of age or other complicating disease. This legislation improved care for thousands of patients, allowing dialysis to extend life for many. Though these patients do receive health care and financial support, it is important to understand the relative psychosocial challenges that present as well. Healthcare professionals have a significant role in supporting patients with their psychological and emotional well being.

This resource presents a number of ways that patients struggle emotionally with ESRD as well as the treatment they'll undergo. For professionals at all levels, helping patients through treatment requires action from every angle over and above the physical aspect.

After completing this resource, learners will be able to:

  • Describe the physical changes that can affect a dialysis patient's emotions
  • Explain the common psychosocial effects of dialysis on patients, and discuss emotions related to age
  • List the stages of adjustment to dialysis therapy, and discuss ways for coping with the emotional effects
  • Discuss the dialysis technician's role in helping their patients' emotional well-being
  • Explain how to educate a dialysis patient in behaviors that will impact health and quality of life
• Psychosocial Effects of Dialysis Therapy

Management of Quality in Dialysis Care

Dialysis programs are accountable to government agencies, accrediting agencies, regulatory agencies, payers, and patients for providing high-quality, low-cost healthcare to dialysis patients. Healthcare providers must be able to explain the rationale behind healthcare decisions and document an variety of types of data while also taking into account pervasive quality and cost issues.

This resource takes students through the concept of continuous quality improvement (CQI) as a method to address quality and cost issues in dialysis treatment. Healthcare professionals at all levels of an organization can help in the process of continuously improving the quality of care for patients and should strive to do so every day.

After completing this resource, learners will be able to:

  • Explain continuous quality improvement
  • Identify some basic tools used in continuous quality improvement
• Management of Quality in Dialysis Care

Renal Physiology and the Pathology of Renal Failure

Healthcare professionals working in dialysis need to be able to answer questions from patients and/or refer them to the proper staff person who can help. To do so, individuals must understand some basic principles as to how the kidneys work normally, the basics of kidney disease, its causes and consequences, treatments options and much more.

This resource covers these basic understandings of renal physiology and the pathology of renal failure in particular so that healthcare professionals can communicate most effectively with their patients leading to better outcomes overall.

After completing this resource, learners will be able to:

  • Identify the structures and functions of the normal kidney
  • Differentiate between acute and chronic kidney disease
  • List the stages of chronic kidney disease
  • Describe at least four conditions that often occur due to kidney failure
  • Discuss the treatment options for kidney failure
• Renal Physiology and the Pathology of Renal Failure

Clinical Manifestation of End-Stage Renal Disease

The dialysis technician has a clinical responsibility as well as a role in working with patients as they complete their dialysis treatments. Healthcare professionals will have more success helping to treat patients, the more ready they are to support their patients in the dialysis treatment.

This resource covers the clinical manifestations of kidney disease and explores the relationship of hypertension, blood pressure, and kidney disease. The content walks through the dialysis technician's role in assisting the patient in coping with the symptoms associated with end stage renal disease (ESRD). 

After completing this resource, learners will be able to:

  • List common systemic manifestations that result from ESRD
  • Describe the role hypertension plays in kidney disease
  • Differentiate between normal blood pressure and hypertension
• Clinical Manifestation of End-Stage Renal Disease

The Dialysate

In the dialysis process, the dialysis machine uses a solution that helps to pull waste products from the blood and add needed substance back into the blood. This solution is called a dialysate, the precise make-up of which is prescribed by the physician after an extensive study of the patient's needs. The dialysate can contain many different substances that aid in the dialysis process and is designed uniquely for each patient.

This resource walks students through the make-up of the dialysate so that healthcare professionals can best understand the treatment patients are undergoing. With a better grasp on the entire process, healthcare professionals are sure to provide the most comprehensive care possible.

After completing this resource, learners will be able to:

  • Discuss the role of dialysate in a dialysis treatment
  • Explain the need for two concentrates in bicarbonate-based dialysate
  • Identify the main elements used in dialysate and the roles they play in the body
  • List the normal range of each element in the body and the amount used in dialysate
  • Describe how dialysate aids in the filtration of the blood
• The Dialysate

The Dialyzer

Healthcare professionals require a comprehensive understanding of not only the dialysis process and patient, but also how the dialysis machinery works in order to best serve patients. The dialyzer is the heart - or, more accurately, the kidney - of the dialysis machine. Its job is to remove excess fluid and wastes, and add or remove electrolytes and other elements as required to maintain their normal levels in the blood.

This resource covers the dialyzer mechanics and preparation so patients can be certain their receiving the best care from all healthcare professionals.

After completing this resource, learners will be able to:

  • Identify components of the dialyzer
  • Explain the significance of biocompatibility to dialysis
  • Explain the significance of membrane surface area
  • Explain the concepts of molecular weight cutoff and ultrafiltration coefficients
  • Discuss the primary ways clearance can be adjusted
  • Discuss adsorption and its effect on membrane efficiency
  • Compare and contrast the three types of material used in dialyzer membranes
  • List steps for preparing a dialyzer for use and reuse in a dialysis treatment
  • Discuss the potential hazards of dialyzer reprocessing
  • Explain how to ensure that the dialyzer is working efficiently
  • List the types of dialyzer documentation that must be maintained
• The Dialyzer

The Delivery System

It's important to understand the ins and outs of all of the entire dialysis process in order for healthcare professionals to best care for their patients. The dialysis delivery system prepares and delivers dialysis to the dialyzer unit. These systems can be designed for a single patient or for several patients using dialysis stations in a larger facility. In this resource, students will look in more depth at how the dialysis therapy is delivered to the patient. Healthcare professionals working in a variety of different settings require a comprehensive understanding of not only the dialysis process and patient, but also how the dialysis machinery works in order to best serve patients.

This resource covers the various components that make up the dialysis delivery system and the importance of monitoring the system to ensure that everything is operating as it should.

After completing this resource, learners will be able to:

  • Identify the parts of the dialysis delivery subsystem
  • Explain the importance and role of the main components of the dialysis delivery system
  • Identify the equipment needed for hemodialysis
• The Delivery System

Principles of Hemodialysis

When a patient's kidneys cease to function, waste products build up in the patient's blood, and extra fluid builds up in the cells and vascular system. The patients may also often have electrolyte imbalances. Dialysis is designed to do the job that the kidneys can no longer do: remove the waste products and excess fluid from the blood and maintain the patient's electrolyte balance.

This resource covers the basic principles of dialysis, including the way fluids are compartmentalized in the body; how diffusion works, and the factors that impact the rate of diffusion; how diffusion works in dialysis to clean the blood and the factors that impact the transfer rate of solutes from the blood to the dialysate; and finally, how pressure is used to control diffusion in dialysis, or ultrafiltration.

After completing this resource, learners will be able to:

  • List the fluid compartments in the body
  • Describe how fluids move among body compartments
  • Explain the role of diffusion in dialysis
  • Explain the role of filtration in dialysis
  • Differentiate between diffusion and convection
  • Discuss fluid dynamics in relation to dialysis
  • Explain the role of osmosis in dialysis
  • Describe how kidneys use diffusion and filtration to clean the blood
  • Describe how dialysis uses diffusion and filtration to mimic the kidneys
• Principles of Hemodialysis

Dialysis and Water Treatment

Dialysis patients require care from professionals who have a number of different skills. One of the most important factors involved in dialysis treatment is the purity of the water used in the process. If there is any question as to the purity of the water, serious complications can result in the dialysis procedure delivered to the patient.

For healthcare professionals, it is essential to understand the key aspects surrounding water treatment in the dialysis unit and the potential problems that may arise. Additionally, dialysis facilities require the policies and procedures for water treatment which this resource will address alongside the various government regulations and related technologies associated with dialysis treatment.

After completing this resource, learners will be able to:

  • List water supply sources
  • Explain the importance of using only pure water in dialysis
  • List the components used in contaminant removal
  • Explain concepts including reverse osmosis, deionization, and UV treatment
  • Explain the design and construction of RO membranes
  • Explain labeling requirements for the various components of a water treatment system
  • List steps for monitoring and testing the water treatments system
  • Discuss reasons why patient monitoring is essential
• Dialysis and Water Treatment

Healthcare Facilities and Professionals

When Ryan gets in an argument, he tends to get angry and start yelling to get his point across. Other people are afraid to discuss ideas with him because of how he reacts. Dwight shuts down when faced with conflict. Instead of stating his opinion or engaging in debate, he bottles up his feelings and stops talking altogether. Jemma tries to avoid conflict at all costs. She will even agree to help others with their responsibilities at the expense of her free time if it means avoiding a problem. Hedda enjoys arguing her opinion and won't stop until she proves to everyone she is right. Melissa often gets overwhelmed with emotion and tears up, even when the conflict is minor. Alex tends to take conflict personally and holds grudges long after resolving the issue. Do you identify with any of these people's reactions to conflict?

While conflicts in general can be difficult to deal with, resolving them constructively can prove even more of a challenge. However, conflicts will occur in the workplace, just as they do in life. Therefore, all professionals need to know how to deal with conflicts effectively when they arise. Knowing conflict-management skills and best practices is the first step to understanding how to deal with conflict.

This resource provides instruction for users to:

  • Describe how effective conflict management contributes to professionalism
  • Recommend best practices for managing workplace conflicts
  • Recommend strategies for handling common conflict-management pitfalls
• Healthcare Facilities and Professionals

Clinical Medical Assistant

The Medical Assisting Profession

How does the medical assistant's role fit into the healthcare team? Which personal qualities, skills, and education are most valuable to the successful medical assistant? In order to answer these essential questions, an understanding of the roles and responsibilities of the entire healthcare team is vital. A firm grasp of the basic principles of medical ethics and professionalism is also necessary.

This resource examines the scope of the assistant practice, starting with medical history through the education and training needed to perform as a successful assistant in a medical setting.

After completing this resource, learners will be able to:

  • Define the medical assistant's role in the healthcare profession
  • Explain the AMA's Principles of Medical Ethics
• The Medical Assisting Profession

Pulmonary Systems and Testing

Today's cross-functional work environments often require medical professionals to have a variety of skills that help them to be as effective as possible in a clinical setting. This resource covers the pulmonary system and common pulmonary diseases healthcare professionals may encounter on the job.

Offering an overview of the anatomy and physiology of the pulmonary system, medical terms and common diseases, this resource will review procedures healthcare professionals should be able to perform safely, efficiently and properly within the scope of pulmonology.

After completing this resource, learners will be able to:

  • Explain the role and responsibilities of the medical assistant in pulmonary testing
  • Describe basic anatomy and physiology of the pulmonary system
  • Discuss common pulmonary diseases
  • Explain tests and procedures related to pulmonary assessment and diagnosis
• Pulmonary Systems and Testing

EENT

 
• EENT

Immunology and Allergies

This resource provides an overview of the anatomy and physiology of the immune system and its common disorders. Most procedures take place in an immunologist's office where healthcare professionals assist in diagnostic tests for allergies. These conditions are extremely common, however, so healthcare professionals in a number of settings should be familiar with these practices.

Today's cross-functional work environments often require medical professionals to have a variety of skills that help them to be as effective as possible in specific clinical settings. 

After completing this resource, learners will be able to:

  • Define the medical assistant's role in the immunology office
  • Discuss the anatomy and physiology of the immune system
  • Describe immunodeficiency diseases and disorders
  • Describe common diagnostic procedures for allergies
• Immunology and Allergies

Dermatology

• Dermatology

Endocrinology

Healthcare professionals may choose to work in endocrinology offices assisting a specialist in this area. This resource provides an overview of the endocrine system glands and hormones as well as some of the common diseases and disorders related to this system. It is important to have a basic understanding of this body system and the related disorders in order to effectively assist the patient and physician.

Today's cross-functional work environments often require medical professionals to have a variety of skills that help them to be as effective as possible in a clinical setting. 

After completing this resource, learners will be able to:

  • Define the medical assistant's role in the endocrinology office
  • Identify the structures of the endocrine system
  • Discuss the physiology of the endocrine system
  • Discuss the diseases and disorders of the endocrine system
• Endocrinology

Emergency Care

This resource provides an overview of the medical assistant's role in an emergency within the medical office or clinic. Even though the facility is a medical one, treat the situation as an emergency by calling EMS services via 911 or following the protocol for the specific medical emergency.

This resource discusses how to handle selected emergencies prior to EMS arrival.

After completing this resource, learners will be able to:

  • Define the medical assistant's role in emergency care
  • Discuss the role of EMS in emergency care
  • List the equipment and supplies maintained for emergencies in a medical office
  • Explain how to manage selected emergencies in the medical office
• Emergency Care

Gastroenterology and Nutrition

This resource offers an overview of the digestive system anatomy and physiology as well as several diseases and disorders of the gastrointestinal system. Healthcare professionals of all instances may work in a specialty gastroenterology office or with physicians who treat general digestive diseases. An understanding of basic anatomical and physiological concepts and the needs of patients with gastrointestinal disorders will healthcare personnel to assist physicians in diagnostic procedures and in administering medications.

Today's cross-functional work environments often require medical professionals to have a variety of skills that help them to be as effective as possible in specific clinical settings. 

After completing this resource, learners will be able to:

  • Describe the basic anatomy and physiology of the gastrointestinal system
  • Explain selected diseases and disorders of the gastrointestinal system
  • Identify the six nutrients of the body and their functions
  • Explain the use of food guidance tools
  • Discuss nutritional related disorders
  • Explain the MA's role in the diagnostic procedures related to the gastrointestinal system
• Gastroenterology and Nutrition

Orthopedics and Physical Therapy

This resource provides an overview of the musculoskeletal system including its anatomy, physiology and related diseases and disorders. Healthcare professionals in orthopedic medical practices or physical therapy facilities should be well-versed in the structure and function of the musculoskeletal system in order to appropriately assist the physician or physical therapist and ensure proper care to the patient.

Today's cross-functional work environments often require medical professionals to have a variety of skills that help them to be as effective as possible in specific clinical settings. 

After completing this resource, learners will be able to:

  • Explain the steps of common procedures performed in the orthopedic office
  • Describe common diseases and disorders of the musculoskeletal system
  • Describe the anatomy and physiology of the musculoskeletal system
  • Define the role of the medical assistant in the orthopedic office
• Orthopedics and Physical Therapy

Obstetrics and Gynecology

This resource provides an overview of the female reproductive system, pregnancy and the birth process as a foundation for the diseases and disorders treated in the OB/GYN specialty office. For healthcare professionals working in these practices, a working knowledge of the basic anatomy and physiology, common disorders and diseases associated with these areas is essential to properly assisting the physician and providing successful outcomes to patients.

Today's cross-functional work environments often require medical professionals to have a variety of skills that help them to be as effective as possible in specific clinical settings. 

After completing this resource, learners will be able to:

  • Define the role of the medical assistant in the obstetric/gynecology office
  • Discuss the anatomy and physiology of the female reproductive system
  • Explain the basics of menstrual cycle and menopause
  • Describe common disorders and conditions related to the female reproductive system
  • Discuss the processes of pregnancy and childbirth
  • Obtain a complete obstetrical medical history
  • Explain common complications of pregnancy
  • Discuss the benefits and challenges of breastfeeding
  • Explain how to assist in common procedures in the obstetric/gynecology office
• Obstetrics and Gynecology

Pediatrics

This resources provides an overview of diseases, disorders and procedures specific to the pediatric patient. Healthcare professionals working in these areas should understand the physical, developmental and emotional growth of a child from birth to adolescence. Healthcare professionals working with pediatric patients should be adept at managing the child in order to effectively assist the physician in the exam.

Today's cross-functional work environments often require medical professionals to have a variety of skills that help them to be as effective as possible in specific clinical settings. 

After completing this resource, learners will be able to:

  • Define the medical assistant's role in a pediatric specialty office
  • Discuss the age-related physical and developmental factors for children
  • Explain how to assist in procedures performed in the pediatric specialty office
  • Describe common childhood diseases and disorders
• Pediatrics

Neurology

This resource offers students an overview of the nervous system anatomy and physiology as a foundation for working in a neurology office. Healthcare professionals working in these areas must have a fundamental understanding of the nervous system and the numerous associated diseases and disorders so they can best assist the physician and patient in common diagnostic procedures.

Today's cross-functional work environments often require medical professionals to have a variety of skills that help them to be as effective as possible in specific clinical settings. 

After completing this resource, learners will be able to:

  • Define the medical assistant's role in the neurology/neurosurgery practice
  • Describe the anatomy and physiology of the nervous system
  • Describe common diseases and disorders of the nervous system
  • Explain how to assist in common diagnostic and therapeutic procedures in the neurology/neurosurgery practice
• Neurology

Mental Health

This resource provides an overview of psychology and psychiatry: 2 medical specialties that focus on the treatment of mental health disorders. Practitioners in all medical specialty areas will interact with patients that present mental health concerns. As with other medical specialties, healthcare professionals in psychology and psychiatry practices measure patient vitals, assist patients in completing medical information, schedule appointments and obtain precertification.

Healthcare professionals in these areas may also obtain specimens for testing in some cases. As such, it is essential for medical staff working in mental health specialty areas to have a basic understanding of the related diseases and disorders and diagnostic procedures.

After completing this resource, learners will be able to:

  • Define the medical assistant's role in the mental health field
  • Describe the cognitive functions of the brain
  • Define mental wellness Describe common mental health disorders
  • Explain how mental disorders are assessed, diagnosed, and treated
• Mental Health

Oncology

Oncology practices can be a difficult setting for patients and healthcare professionals alike. This resource offers students an overview of concepts related to oncology including common types of malignant neoplasms, routine cancer screening tests performed in the medical office, procedures for diagnosing cancer, and various treatments.

Healthcare professionals may also find themselves working in hospice environments for patients who are terminally ill. To this end, professionals working in these areas should be well-aware of the concepts related to oncology and their role in that type of office and/or hospice facility.

After completing this resource, learners will be able to:

  • Identify the medical assistant's role in the oncology office
  • Describe the different types of malignant neoplasms
  • Describe routine cancer screening tests
  • Explain tumor markers and how they are used in cancer diagnosis
  • Discuss the staging and grading of malignancies
  • Discuss the various remedies used in cancer treatment
  • Explain hospice care for terminally ill patients
  • Describe a cancer prevention lifestyle
• Oncology

Geriatrics

More and more, healthcare professionals are working in assisted living or nursing home facilities to accommodate the growing population of aging individuals and elderly in addition to home health care. Moreover, many of us are helping in the care of aging parents or relatives.

This resource provides an overview of the special needs of senior individuals, specifically the physical, social, psychological, nutritional and economic aspects of aging. As a healthcare professional in these facilities or simply a caregiver for a parent or relative, it is important to be aware of the various changes associated with aging in order to assist patients or loved ones in meeting their needs and maintaining a high quality of life and healthy lifestyle.

After completing this resource, learners will be able to:

  • Define the medical assistant's role in the geriatric office
  • Describe the physical changes that take place during aging
  • Explain the psychological aspects of aging
  • Describe the social components of the aging process
  • Discuss the nutritional needs and challenges associated with aging
  • Describe the various cultural views of the elderly in society
• Geriatrics

An Introduction to Alternative Medicines

Conventional medical approaches are often complemented by therapies that are referred to as "alternative medicine." Many forms of alternative medicines have found their way into the mainstream of the medical community and often used to treat disorders, relieve symptoms and improve quality of life - particularly in the area of pain management.

The National Center for Complementary and Alternative Medicine (NCCAM) is one of many public and private agencies that continue to conduct scientific studies focusing on the safety and effectiveness of alternative therapies. Healthcare professionals should be aware of these various forms of complementary and alternative medicines and gather information from the patient about any alternative therapies being used. This resource provides an overview of some of the more common forms of alternative medicine and treatments being used today.

After completing this resource, learners will be able to:

  • List the five National Center for Complementary and Alternative Medicine (NCCAM) classifications of complementary and alternative medicine
  • Describe selected types of alternative medicine
• An Introduction to Alternative Medicines

Patient-Centered Care

One of the important roles of the medical assistant is to assist patients in managing disease, pain, and wellness. Once patients are diagnosed with a disease or disorder, they can work with their provider to manage the disease and any related pain. For healthy patients, it is important to manage wellness through regular check-ups and monitoring of basic health parameters.

In some cases, patients have unique needs that require extra attention and assistance from the provider. Special needs include physically challenged patients, visually and hearing impaired patients, patients with speech impairments, emotionally challenged patients, and geriatric patients. The medical assistant can be a significant asset for the medical facility in providing the extra attention and support to these patients. This lesson provides an overview of how the medical assistant can work with the individual patients in disease maintenance, wellness maintenance, and special needs.

After completing this resource, learners will be able to:

  • Define the medical assistant's role in patient-centered care
  • Discuss wellness and the holistic approach to healthcare
  • Explain the mind-body connection
  • Describe the different types of pain, pain assessment, and pain management
  • Discuss the methods of assisting patients with special needs
  • Define the medical assistant's role as it relates to extended life, terminal care, and hospice
  • Describe the considerations and laws associated with extended life care
• Patient-Centered Care

Safety and the Patient Encounter

The clinical environment can be a dangerous place. The tasks of medical office personnel are sometimes physically demanding. Various types of equipment and chemicals can pose health risks to staff who are inattentive to basic safety practices. There is the potential for a variety of emergencies as with any other workplace environment. Additionally, patients encountered during the day have the potential to spread numerous pathogens through the air, contact, or body fluids.

In order for the medical assistant to remain safe in the workplace, it is essential to know and practice workplace safety behaviors. In addition to creating and maintaining a safe medical area, healthcare professionals must effectively prepare for and manage patients as they visit their provider in the medical facility. This resource provides an overview of the steps involved in maintaining a clinical environment and preparing the office for the patient encounter.

After completing this resource, learners will be able to:

  • Define the medical assistant's role as it relates to safety in the medical office
  • Discuss proper body mechanics for the medical office employee
  • Describe procedures intended to provide a safe environment
  • Discuss emergency plans for a medical facility
  • Explain Standard Precautions and OSHA's Bloodborne Pathogen Standards
  • Define the medical assistant's role in the clinical visit
  • Define triage
  • Explain the types of consent needed from patients Identify the parts of the medical record
  • Explain how to chart for a medical record
  • Discuss the role of EMS in emergency care
• Safety and the Patient Encounter

Medical and Surgical Asepsis

Both patients and healthcare workers are exposed to pathogens within the medical environment. A medical office can be a very dangerous place for patients with compromised immune systems as swell as for healthy medical workers who spend many hours around ill patients.

It is imperative that healthcare professionals working in every division of a medical office understand effective medical asepsis - or infection control - as applied to the medical environment. Healthcare professionals must also know the protocol for surgical asepsis when assisting with various invasive procedures that require a sterile environment. When able to master all of these points, even in an emergency situation, healthcare professionals will be prepared for much success.

After completing this resource, learners will be able to:

  • Explain Standard Precautions and OSHA's Bloodborne Pathogen Standards
  • Describe the medical assistant's role in infection control within the medical office
  • Explain the cycle of infection and the body's natural defenses against infection
  • Explain the practices related to aseptic technique for a health professional
• Medical and Surgical Asepsis

Pharmacology and Medication Administration

The healthcare industry offers an exciting and challenging setting for professionals at all levels, much of which is consistent across different kinds of offices and specialties. Administering medication is one of the many responsibilities assigned to healthcare professionals in a clinical setting. This resource offers students an overview of basic pharmacology concepts including the important safety guidelines and regulations for the prevention of medication errors. It also describes the numerous forms of medications and routes for administering medications to patients.

Finally, this resource describes the steps in several common medication administration procedures. Healthcare professionals in a clinical capacity must know these procedures well and practice them often following each step in sequence, so they can provide high quality care to their patients.

After completing this resource, learners will be able to:

  • Describe the role of the medical assistant in medication administration
  • Explain the procedures for administering medication in various forms
  • Describe pharmacological terms related to drug effects, functions, classifications, and nomenclature
  • Perform basic dosage calculations
  • State the safety guidelines for administering medications Explain the forms, routes, and procedures for medication administration
• Pharmacology and Medication Administration

Vital Signs

One of the most common tasks for healthcare professionals - particularly on the clinical side - is to take the patients' vital signs. While typically done at the beginning of the patient encounter, the supervising physician may request this at various times throughout the patients' visit and/or specific intervals. Vital sigs include measuring the pulse rate, respiration rate, temperature, and blood pressure. Height and weight are also measured at this time. All of this data is recorded in the patients' files for purposes of both keeping a complete medical history and also serving as the basis of the physicians' exam.

Given how often this data is taken and important it is to the physician and patient care, healthcare professionals in a clinical setting must be able to perform these procedures efficiently and safely. These are the basic steps in preparing for the patient encounter and assisting the physician in routine exams, so all clinical healthcare professionals should have a firm grasp on these procedures.

After completing this resource, learners will be able to:

  • Take vital signs Explain how to prepare a patient for a physical examination
  • Describe the assessment methods used in an examination
• Vital Signs

Minor Surgery

 
• Minor Surgery

Medical Imaging

Today's cross-functional work environments often require medical professionals to have a variety of skills that help them to be as effective as possible in a clinical setting. Medical imaging is a common specialty involving a variety of technologies that produce images of the internal structures and tissues of the body, including radiology, sonography, fluoroscopy, computed tomography, magnetic resonance imaging and nuclear medicine.

Proper medical imaging is essential to successful diagnosis and treatment for patients making it imperative for health professionals to understand the ins and outs of medical imaging technologies common to most facilities.

After completing this resource, learners will be able to:

  • Define the medical assistant's role in medical imaging
  • Describe the types of diagnostic imaging used in medical facilities
  • Describe the equipment used for selected diagnostic imaging procedures
  • Explain the safety guidelines to protect patients and staff in selected diagnostic imaging procedures
  • Explain patient preparation and instructions for selected diagnostic imaging procedures
  • Explain patient positioning for selected diagnostic imaging procedures
• Medical Imaging

Interpersonal Communication

Effective communication is essential to success in any profession. In healthcare, it can be a matter of life or death. Communication difficulties that may be present in some professional settings simply cannot exist in an effective healthcare setting which is why it is imperative for healthcare professionals at all levels to master interpersonal communication skills.

This resource tackles the tips and tricks for broadening communication efforts among and between staff as well as common impediments to effective communication that, if not corrected, could adversely affect a healthcare facility and the patients they serve. Tackling the demands of active listening and brainstorming, this resource will ensure all members of the healthcare team are acting efficiently, effectively and professionally.

After completing this resource, learners will be able to:

  • Define verbal and nonverbal communication and how each can be used effectively
  • Discuss effective use of listening skills in the workplace
  • Identify communication barriers in the medical workplace and how to overcome the
  • Name community resources for patient referrals
  • Outline a plan for creating patient education materials
• Interpersonal Communication

Phlebotomy Technician

Phlebotomy Practice and Quality Management

An essential skill for many healthcare professionals, Phlebotomy practice involves the incision of a vein for blood collection. Whether the physician or nurse, clinical lab technician or respiratory therapist, anyone who performs phlebotomy procedures must understand and keep abreast of the latest information, techniques and skills as well as equipment necessary to ensure the safety of the patient and the effectiveness of the procedure.

Healthcare professionals who perform phlebotomy procedures must have fundamental clinical and technical skills, effective communication skills and be well-versed in safety practice.

After completing this resource, learners will be able to:

  • Define phlebotomy and identify healthcare professionals who perform phlebotomy procedures
  • Identify the importance of phlebotomy procedures to the overall care of the patient
  • List professional competencies for phlebotomists and key elements of a performance assessment
  • List members of a healthcare team who interact with phlebotomists
  • Describe the roles of clinical laboratory personnel and common laboratory departments/sections
  • Describe healthcare settings in which phlebotomy services are routinely performed
  • Explain components of professionalism and desired character traits for phlebotomists
  • Describe coping skills that are used to handle stress in the workplace
  • Define the difference between quality improvement and quality control
  • Describe the basic tools used by a phlebotomist to participate in quality improvement activities
  • Evaluate the effectiveness of the latest phlebotomy safety supplies and equipment in blood collection
  • Describe preanalytical complications related to phlebotomy procedures and how they impact patient safety
  • Explain how you should prevent and/or handle complications in blood collection
  • List at least five factors about a patient's physical disposition that can affect blood collection
  • List examples of substances that can interfere in a clinical analysis of blood constituents and describe methods used to prevent these interferences
  • Describe how allergies, a mastectomy, edema, and thrombosis can affect blood collection
  • List preanalytical complications that can arise with test requests and identification
  • Describe complications associated with tourniquet pressure and fist pumping
  • Describe how the preanalytical factors of syncope, petechiae, neurological complications, hemoconcentration, hemolysis, and intravenous therapy affect blood collection, and methods used to prevent these interferences
• Phlebotomy Practice and Quality Management

Preanalytical Complications Causing Medical Errors in Blood Collection

The preanalytical (before analysis) phase of the testing process begins when a test is ordered and ends when testing begins. Each test in this process can lead to errors that will affect specimen quality and ultimately lead to erroneous results. In addition to having the technical skills to perform phlebotomy, it is also vital that the phlebotomist has a clear understanding of other variables that can affect the quality of a specimen before analysis.

This resource discusses some of these variables relating to the preanalytical process.

After completing this resource, learners will be able to:

  • Describe preanalytical complications related to phlebotomy procedures and how they impact patient safety
  • Explain how you should prevent and/or handle complications in blood collection
  • List at least five factors about a patient's physical disposition that can affect blood collection
  • List examples of substances that can interfere in a clinical analysis of blood constituents and describe methods used to prevent these interferences
  • Describe how allergies, a mastectomy, edema, and thrombosis can affect blood collection
  • List preanalytical complications that can arise with test requests and identification
  • Describe complications associated with tourniquet pressure and fist pumping
  • Describe how the preanalytical factors of syncope, petechiae, neurological complications, hemoconcentration, hemolysis, and intravenous therapy affect blood collection, and methods used to prevent these interferences

Workplace goal setting is a great way for workers to maintain professionalism because it sets up a realistic strategy for the days ahead of you. In the workplace, always think about the near future and the distant future to best juggle any upcoming projects you may have on your plate. Asking yourself a few questions can help you gauge how well you set workplace goals: When you think about your career in five years, where do you see yourself? Are you doing anything to get to where you want to be in five years? When you face a large task, how do you make sure it gets done?

This resource provides instruction for users to:

  • Describe how goal setting contributes to professionalism
  • Distinguish between long-term and short-term goals
  • Describe the benefits of having both long-term and short-term workplace goals
  • Analyze the characteristics of SMART goals
  • Recommend strategies for accomplishing long-term and short-term workplace goals
• Preanalytical Complications Causing Medical Errors in Blood Collection

Venipuncture Procedures

Venipuncture is the term used to describe the process for collecting a blood specimen for analysis. Although the venipuncture procedures may vary slightly depending upon the facility and setting, the procedures will be similar in all facilities.

This resource describes the basic steps for venipuncture conforming to the CLSI standards. It is imperative that you understand these procedures well and can apply them in your facility properly to each and every patient. Remember that safety is the primary goal. As you have learned, patient safety depends upon how well you perform the procedures.

After completing this resource, learners will be able to:

  • Describe the steps a healthcare worker should take in preparing himself or herself for a venipuncture procedure
  • List supplies and equipment used in a typical venipuncture procedure
  • Describe detailed steps in the patient identification process and what to do if information is missing
  • Describe methods for hand hygiene
  • Identify the most appropriate sites for venipuncture and situations when these sites might not be acceptable
  • Identify alternative sites for the venipuncture procedure
  • Describe the process and time limits for applying a tourniquet to a patient's arm
  • Describe the decontamination process and the agents used to decontaminate skin for routine blood tests and blood cultures
  • Describe the steps of a venipuncture procedure by using the evacuated tube method, syringe method, and butterfly method according to the CLSI Approved Standard
  • Describe the "order of draw" for collection tubes
  • Describe how to react when the patient has fainted or experiences nausea, vomiting, or convulsions
  • Explain why it is necessary to control the depth of the incision
  • Describe at least three sources of pre-examination error that can occur during: blood specimen handling, blood specimen transportation, and specimen processing or storage
  • Name three methods commonly used to transport specimens
  • Describe the function of a chain of custody, and the Custody and Control Form

Barb, Raquel, and Dan debate the fairness of judging Cindy based on her private life or her past tardiness. Barb argues the students like Cindy and her partying in private doesn't necessarily reflect her classroom etiquette. Dan points out Bill has stronger credentials and shows more dedication to his career. However, can Bill make an impact on his students if he can't connect with them? You have no doubt heard some variation of the saying "It's business, not personal." Truthfully though, business is personal. How we behave in our personal lives reflects who we are as professionals.

This resource provides instruction for users to:

  • Describe how ethical behavior contributes to professionalism
  • Analyze potential ethical issues at the workplace
  • Explain the purpose of a code of ethics in the workplace
  • Describe methods for making ethical decisions
• Venipuncture Procedures

Capillary Blood Specimens

Healthcare professionals perform a number of procedures and tests that help in the diagnosis and treatment of patients using highly specialized techniques and equipment. While venipuncture is one of the most common procedures for specimen collection, sometimes venipuncture may not be possible or may present a potential health risk for the patient.

In many situations, a skin puncture presents the best alternative to venipuncture. A skin puncture is making a small puncture or incision on the surface of the skin and obtaining a small amount of blood for laboratory analysis. Skin puncture procedure is often safer for both the patient and the healthcare professional as the risk of sharps injury or nerve damage is greatly reduced. Skin puncture is also less painful, less costly and much easier to perform.

This resource covers the proper techniques and precautions associated with performing a skin puncture procedure and ensures healthcare professionals at all levels understand how to do this safely and effectively.

After completing this resource, learners will be able to:

  • Describe the decontamination process and the agents used to decontaminate skin for routine blood tests and blood cultures
  • Describe the "order of draw" for collection tubes
  • Describe the reasons for acquiring capillary blood specimens
  • Explain why capillary blood from a skin puncture is different from blood taken by venipuncture and the effect on laboratory tests
  • List the laboratory tests for which capillary specimens may be collected
  • Explain why it is necessary to control the depth of the incision
  • Describe the procedure for performing a skin puncture
  • Describe the procedure for making blood smears
  • Name three methods commonly used to transport specimens
  • Describe the function of a chain of custody, and the Custody and Control Form
• Capillary Blood Specimens

Specimen Handling, Transportation, and Processing

Healthcare professionals perform or contribute to a number of procedures and tests that help in the diagnosis and treatment of patients using highly specialized equipment. The quality and usefulness of laboratory test results depend greatly on the time between when specimens are collected and when they are analyzed. The closer in time between these two points, the more accurate and reliable these test results will be.

Physicians base their diagnoses and treatment plans on these tests, which is why it is imperative that all healthcare professionals understand the importance of careful and swift handling of these specimens.

After completing this resource, learners will be able to:

  • Name three methods commonly used to transport specimens
  • Describe the function of a chain of custody, and the Custody and Control Form
• Specimen Handling, Transportation, and Processing

Pediatric and Geriatric Procedures

As with almost all areas of medicine, healthcare professionals need to be cognizant of the challenges and considerations associated with caring for special populations including children and elderly patients.

Pediatric phlebotomy requires advanced knowledge and skills specific to pediatric anatomy and physiology. These skills are very different than those required for collecting blood from adult patients. Equipment and supplies for pediatric or geriatric phlebotomy are different as are the various techniques used to collect specimens from infants and children. Additionally, healthcare professionals who work with pediatric patients must understand the psychology of children of various ages and development stages as well as aging patients.

This resource addresses all of these considerations as well as some strategies for dealing with the primary care giver for these patients whether the patients' parents or children.

After completing this resource, learners will be able to:

  • Describe fears or concerns that children in different developmental stages might have toward the blood-collection process
  • Suggest appropriate behaviors for dealing with parents during a venipuncture or skin puncture
  • Identify puncture sites for a heel stick on an infant and describe the procedure
  • Describe the venipuncture sites for infants and young children
  • Discuss the types of equipment and supplies that must be used during microcollection and venipuncture of infants and children
  • Describe the procedure for specimen collection for neonatal screening
  • Define five physical and/or emotional changes associated with the aging process
  • Describe how a healthcare worker should react to physical and emotional changes associated with the elderly
  • Explain the special precautions and types of equipment needed to collect capillary blood gases
• Pediatric and Geriatric Procedures

Point-Of-Care Collections

Beyond basic venipuncture and capillary blood collection procedures, healthcare professionals also perform a variety of point-of-care testing (POCT) procedures. POCT refers to test and related procedures performed at the patient's bedside or wherever they are being cared for (the point of care). Specimens are collected and then tested at the patient's bedside allowing for faster testing, which aids in making prompt medical decisions. Most POCT tests use very small amounts of uncentrifuged blood specimens, but also can involve urine or saliva.

Indeed many different substances and conditions or disorders can be analyzed at the point of care including electrolytes and blood gas analytes, glucose, hemoglobin, several infectious diseases, influenza A and B, lipids, pregnancy and triglycerides. This resource takes students through all the POCT procedures necessary to prepare healthcare professionals at all levels to conduct these tests.

After completing this resource, learners will be able to:

  • List terms that are synonymous with point-of-care testing
  • Identify four analytes whose levels can be determined through point-of-care testing D
  • escribe the most widely used application of point-of-care testing
  • Define quality assurance and its requirements in point-of-care testing
  • Explain the special precautions and types of equipment needed to collect arterial blood gases
• Point-Of-Care Collections

Arterial, Intravenous (Iv), and Special Collection Procedures

Beyond basic venipuncture and capillary blood collection procedures, healthcare professionals also perform a variety of other specimen collection procedures. Depending on the facility, healthcare professionals may be required to perform a variety of special tests or procedures along with venipunctures and skin punctures. One important and common procedure is a blood culture, which is used for patients with fevers of unknown origin (FUO), possible bacteremia or septicemia to identify specific bacterial organisms in order to be treated quickly and effectively.

This resource takes students through blood culture procedures as well as blood collection for glucose and lactose tolerance tests, arterial blood gasses, blood donation procedures and intravenous catheter collection. Healthcare professionals require and understanding of all of these procedures in order to be prepared for a variety of patients and circumstances.

After completing this resource, learners will be able to:

  • List the steps and equipment in blood culture collections
  • Discuss the requirements for the glucose and lactose tolerance tests
  • Explain the special precautions and types of equipment needed to collect arterial blood gases
  • Differentiate cannulas from fistulas
  • List the special requirements for collecting blood through intravenous (IV) catheters
  • Differentiate therapeutic phlebotomy from autologous transfusion
  • Describe the special precautions needed to collect blood in therapeutic drug monitoring (TDM) procedures E
  • xplain special considerations for blood donor collection procedures
• Arterial, Intravenous (Iv), and Special Collection Procedures

Urinalysis, Body Fluids, and Other Specimens

Healthcare professionals at all levels perform many point-of-care testing procedures, collect specimens from patients for further analysis and actually perform procedures such as venipuncture and capillary blood collections, urine samples and other body fluids necessary for various medical or toxicology tests alongside common workplace drug testing or sports medicine exams. Once acquired, these samples must then be transported and maintained with the utmost care and diligence.

After completing this resource, learners will be able to:

  • Identify body fluid specimens, other than blood, that are analyzed in the clinical laboratory, and identify the correct procedures for collecting and/or transporting these specimens to the laboratory
  • Describe the correct methodology for labeling urine specimens
  • Identify specimens collected for microbiological, throat, sputum, and nasopharyngeal cultures and the protocol that must be followed when transporting these specimens
  • List the types of patient specimens needed for gastric and sweat chloride analysis
  • List types of urine specimen collections and differentiate the uses of the urine specimens obtained from these collections
  • Describe how to detect adulteration of urine specimens
• Urinalysis, Body Fluids, and Other Specimens

Drug Use, Forensic Toxicology, Workplace Testing, Sports Medicine, And Related Areas

Healthcare professionals have a variety of skills that are useful across a number of different industries. Specimen collection for clinical laboratory tests for many types illicit drugs or instances of substance abuse is a big business for law enforcement, sports, corporate entities and a variety of other organizations that monitor controlled substances and or substance abuse. In a healthcare setting, these tests may also tell physicians about certain substances present in the system that may inhibit the effectiveness of other treatments or procedures.

Healthcare professionals who have a firm understanding of these procedures find their skills may be put to use in a variety of different ways by different industries.

After completing this resource, learners will be able to:

  • Define toxicology and forensic toxicology
  • Give five examples of specimens that can be used for forensic analysis
  • Describe the function of a chain of custody, and the Custody and Control Form
  • List examples of how blood alcohol contents is measured
  • Describe at least three factors that affect testing for alcohol content
• Drug Use, Forensic Toxicology, Workplace Testing, Sports Medicine, And Related Areas

Communication Strategies for Phlebotomists

Communication using verbal and nonverbal skills, active listening, and written language is essential to everyday success. Communication is defined as the means by which information is exchanged or transmitted. In this resource, we will explore the four main components of communication:

  1. Verbal communication
  2. Nonverbal communication
  3. Active listening, and
  4. Written communication.

Mastering these communication basics will provide you with a solid foundation so that you can effectively communicate with your patients and coworkers, provide excellent customer service, and be a desired and effective team member in your workplace.

After completing this resource, learners will be able to:

  • Apply methods for effective verbal and nonverbal communication, active listening, and written communication that take into account cultural competence and sensitivity in the workplace
  • Describe the basic components of the medical record
  • Provide examples of maintaining confidentiality and privacy related to patient information
  • Identify potential clerical or technical errors that may occur during labeling or documentation of phlebotomy procedures
  • Describe ways that healthcare workers may use computer systems to accomplish job functions
• Communication Strategies for Phlebotomists

Professional Ethics, Legal, And Regulatory Issues for Phlebotomists

As with all functions in healthcare, specimen collection brings up a variety of legal and ethical issues important for healthcare professionals to consider. From consent and privacy to liability and lawsuits, healthcare professionals working in an environment where collecting samples from patients is quite common need to understand what could go wrong, how they're exposed legally and how to mitigate any issues that may arise by using proper safety precautions.

Understanding professional ethics and the legal and regulatory issues related to healthcare is essential to providing patients with the best quality care possible as well as protecting healthcare professionals, themselves, from any exposure that may threaten their livelihood.

After completing this resource, learners will be able to:

  • Define basic ethical and legal terms and explain how they differ
  • Describe types of consent used in healthcare settings, including informed consent and implied consent
  • Describe how you can avoid litigation as it relates to blood collection
  • Define standards of care from a legal and a healthcare provider's perspective
  • Identify key elements of the Health Insurance Portability and Accountability Act (HIPAA)
  • List key factors common to health professional liability insurance policies
  • List common issues in lawsuits against healthcare providers and prevention tips to avoid lawsuits in phlebotomy
• Professional Ethics, Legal, And Regulatory Issues for Phlebotomists

Infection Control for Phlebotomists

For all healthcare facilities, infection control is one of the most important considerations all healthcare professionals must understand. Healthcare facilities are meant to treat disease and infection, but they're also environments most at risk of spreading infection and other harmful pathogens if proper precautions are not taken by the healthcare professionals working to treat patients.

This resource explores infection control and its role an importance in healthcare in general as well as the responsibilities of healthcare professionals such as clinical or phlebotomy technicians. The goal of infection control for healthcare facilities is to provide a biologically safe environment for patients, visitors and the healthcare providers, themselves. OSHA (the federal Occupational Safety and Health Administration), the CDC (Centers for Disease Control), and other accrediting agencies and state regulatory agencies have developed very specific guidelines to ensure safety via infection control. For healthcare professionals at all levels, these guidelines and requirements are essential to safety and success on the job.

After completing this resource, learners will be able to:

  • Explain the infection control policies and procedures that must be followed in specimen collection and transportation
  • Identify the basic programs for infection control and isolation procedures
  • Explain the proper techniques for handwashing, gowning, gloving, masking, double-bagging, and entering and exiting the various isolation areas
  • Identify steps to avoid transmission of blood-borne pathogens
  • Identify ways to reduce risks for infection and accidental needle sticks
  • Describe measures that can break each link in the chain of infection
  • Identify the steps to take in case of blood-borne pathogen exposure
  • Discuss safety awareness and basic skills essential for all healthcare workers
  • Explain the safety policies and procedures that must be followed in specimen collection and transportation
  • Describe the safe use of equipment in healthcare facilities
• Infection Control for Phlebotomists

Safety And First Aid for Phlebotomists

Ensuring all health professionals and first responders as well as lay responders have a firm grasp of the safety and first aid concepts is essential to quality healthcare delivery overall, and may mean the difference between life and death for the patient. All healthcare workers need to know what to do in an emergency, particularly in a medical environment as well as the proper precautions necessary to prevent accidents and injuries in a variety of situation. Even something as simple as a latex allergy can create a number of difficulties that healthcare workers must contend with every day.

This resource will ensure students are prepared for just about anything on the job - ready to protect themselves, their colleagues and their patients.

After completing this resource, learners will be able to:

  • Discuss safety awareness and basic skills essential for all healthcare workers
  • Explain the measures that should be taken for fire, electric, radiation, mechanical, and chemical safety in a healthcare facility
  • Describe the safe use of equipment in healthcare facilities
  • List precautions that can reduce the risk of injury to patients
• Safety And First Aid for Phlebotomists

Medical Terminology and Organization of the Human Body

In healthcare, there is a unique language, called medical terminology. Healthcare workers must learn how to pronounce basic medical terms, know what they mean, and actually use the correct terms in practice to be productive and effective members of the team. Each field of medicine has unique technical terms and it is important to be well-versed in these terms, and memorizing all of the terms you would need in your career would be a formidable task.

Fortunately, there are fundamental tools that make learning and understanding the terms easier. Medical terms become less challenging with practice. We'll start this resource by learning how medical terms are formed.

After completing this resource, learners will be able to:

  • Define medical terminology by using word elements such as roots, prefixes, and suffixes
  • Define the differences among the terms anatomy, physiology, and pathology
  • Describe the directional terms, anatomic surface regions, and cavities of the body
  • Describe the role of homeostasis in normal body functioning
  • Describe the structure of the human cell including the role of each organelle
• Medical Terminology and Organization of the Human Body

Anatomy and Physiology of Organ Systems

Healthcare professionals require a solid grasp of the anatomy and physiology of the human body in order to fully understand the concepts and procedures required for the job. This resource offers a complete overview of the human body system with a focus on terminology, the basic functions of the human body, basic anatomical features as well as the associated diseases, disorders an common laboratory tests associated with each part explored.

Upon completion of this resource, students will be able to describe the purpose, function and structural components of the major human body system and identify examples of the various pathologic conditions associated with each organ system. Students will also be able to describe the different types of specimens analyzed in a clinical setting and be able to list the common diagnostic tests associated with each organ system.

After completing this resource, learners will be able to:

  • Describe the role of homeostasis in normal body functioning
  • Describe the purpose, function, and structural components of the major body systems
  • Identify examples of pathologic conditions associated with each organ system
  • List common diagnostic tests associated with each organ system
• Anatomy and Physiology of Organ Systems

The Cardiovascular and Lymphatic Systems

The cardiovascular system is certainly one of the most essential organ systems in the body. All other systems and every part of the body are linked to this transport network. As the body fights to maintain homeostasis, the cardiovascular system plays a large role, sending everything from water, nutrients, and electrolytes to hormones, enzymes, antibodies cells, and gases to the rest of the body's cells. The term cardiovascular refers to the cardiac (heart muscle), the vascular system (veins, arteries, capillaries), and circulating blood.

This resource provides an in-depth exploration of the cardiovascular and lymphatic systems in preparation for the numerous related tasks of the phlebotomist.

After completing this resource, learners will be able to:

  • Describe the role of homeostasis in normal body functioning
  • Identify examples of pathologic conditions associated with each organ system
  • List common diagnostic tests associated with each organ system
  • Define the functions of the cardiovascular and lymphatic systems, including the structures and functions of the heart
  • Identify and describe the structures and functions of the heart
  • List pathologic conditions and common laboratory tests associated with the cardiovascular and lymphatic systems
  • Trace the flow of blood through the cardiovascular system
  • Describe the properties of arterial blood, venous blood, and capillary blood
  • Compare the cellular and noncellular components of blood
  • Describe the differences and similarities between whole blood, serum, and plasma
  • Explain the structures and functions of different types of blood vessels
  • Identify the veins most commonly used for phlebotomy procedures
  • Define homeostasis, including its role in the basic process of coagulation and fibrinolysis
• The Cardiovascular and Lymphatic Systems

Blood Collection Equipment

There are numerous types of supplies and safety equipment used in the collection of blood and its transportation to the specimen-processing center. It is important to know this equipment well, including how it should be used properly and safely.

Examples of equipment and supplies used in blood collection include vacuum tube systems, specimen-collection trays, tourniquets, needle disposal containers, safety winged infusion sets, vacuum collection tubes, needles, safety-needle collection devices, and many other items.

After completing this resource, learners will be able to:

  • Describe the following features for anticoagulants and additives used in blood collection: the various types available, their mechanisms of action on collected blood, examples of tests performed on these tubes of anticoagulants and additives, and the vacuum-collection tube color codes
  • Describe the equipment used in specimen collection
• Blood Collection Equipment

Pharmacy Technician

History of Pharmacy Practice​

People have used plant and mineral remedies to treat illness since antiquity. Discoveries of ancient humans have shown that they used many substances available to them to treat illness and improve health. The ancients were skilled in watching their environment and using commonly found substances such as mud, water, dirt, leaves, and plants for various purposes.

Certainly, much trial and error was involved in discovering which remedies worked best. As helpful discoveries were made by ancient people, this knowledge was passed from one generation to another. This was the beginning of the ancient profession of pharmacy. The practice of pharmacy became more complex as people developed a deeper understanding of how things worked to produce desired results. Pharmacy became increasingly based on scientific concepts, theories, and practices, rather than tradition, trial, and error. 

After completing this resource, learners will be able to:

  • Describe the origins of the practice of pharmacy from the Age of Antiquity
  • Explain the changes in the practice of pharmacy during the Middle Ages
  • Describe changes in the practice of pharmacy during the Renaissance
  • List significant milestones for the practice of pharmacy from the 18th, 19th, and 20th centuries
  • Describe the role biotechnology and genetic engineering could have on the future of pharmacy practice
• History of Pharmacy Practice

Technology in the Pharmacy​

• Technology in the Pharmacy

Inventory Management

Pharmacy technicians have many duties and responsibilities within a pharmacy practice setting. Two of the most common duties include inventory management and processing of third-party insurance billing claims.

The importance of these two tasks is quite clear: The pharmacy cannot dispense prescriptions if the proper medications are not in stock, and the pharmacy must be reimbursed by insurance carriers in a timely fashion if the pharmacy is to operate. Both inventory management and insurance billing require specific knowledge and training.

After completing this resource, learners will be able to:

  • Describe the various purchasing systems used in pharmacies
  • Describe the various methods of purchasing available to pharmacies
  • Outline the steps necessary for placing orders
  • Outline the steps necessary for receiving orders
  • Explain the reasons for product returns and the process of making returns
• Inventory Management

Insurance and Third-Party Billing

Pharmacy technicians are integral to the billing process for the pharmacy. To be successful in this charge, they must be familiar with the different types of insurance and the associated industry terms. There are many different types of insurance coverage, and each works differently.

The pharmacy technician must be comfortable in dealing with all types of insurance entities. Additionally, it is imperative that the pharmacy technician understands the insurance billing process, as billing is typically one of their primary duties. Knowing about formularies, drug utilization reviews, collecting insurance data, common errors, and pricing systems are invaluable knowledge.

After completing this resource, learners will be able to:

  • Describe prescription formularies
  • Differentiate Medicare and Medicaid
  • Define terms commonly used in insurance billing
  • Summarize the data collected and transmitted for insurance purposes
  • Describe common insurance billing errors
• Insurance and Third-Party Billing

Over-the-Counter (OTC) Products

• Over-the-Counter (OTC) Products

Introduction to Compounding

• Introduction to Compounding

Introduction to Sterile Products

• Introduction to Sterile Products

Basic Math for Pharmacy

• Basic Math for Pharmacy

Pharmacy Measurement Systems

• Pharmacy Measurement Systems

Dosage Calculations

• Dosage Calculations

Concentrations and Dilutions

• Concentrations and Dilutions

The Professional Pharmacy Technician

• The Professional Pharmacy Technician

AllIgations

• Alligations

Parental Calculations

• Parental Calculations

Pharmacy Business Math

• Pharmacy Business Math

Pharmacology: The Body and Drugs

• Pharmacology: The Body and Drugs

Pharmacy: The Skin

 
• Pharmacy: The Skin

Pharmacy: Eyes and Ears

 
• Pharmacy: Eyes and Ears

Pharmacy: The Gastrointestinal System

 
• Pharmacy: The Gastrointestinal System

Pharmacy: The Musculoskeletal System

Pharmaceuticals interact with the various body systems in interesting ways. Understanding the relationship between pharmaceuticals and the body is essential to ensure patient health. The musculoskeletal system, in particular, serves several functions for the body: it provides a framework and a means of movement. The musculoskeletal system is made up of bones, joints, muscles ligaments, cartilage and tendons. All the structure and motion of the body are functions of the musculoskeletal system.

This resource takes students through the various ways in which medication and treatment can affect this vital system of the body and ensures healthcare professional have a firm grasp on the types of diseases or complications that can affect patients relative to muscles and bones.

After completing this resource, learners will be able to:

  • Diagram the basic anatomical structure and parts of the muscles and bones
  • Describe the functions and physiology of the muscles and bones
  • Describe common diseases affecting the muscles and bones and the causes, symptoms, and pharmaceutical treatments associated with each disease
  • Describe the mechanisms and the complications of the following musculoskeletal diseases and how each class of drugs works: osteomyelitis, osteoporosis, osteoarthritis, gout, inflammation, multiple sclerosis, and cerebral palsy
  • List the indications for use and mechanisms of action of ASA, NSAIDs, COX-2 inhibitors, antigout agents, calcitonin, bisphosphonates, SERMs, and skeletal muscle relaxants
• Pharmacy: The Musculoskeletal System

Pharmacy: The Respiratory System

Pharmaceuticals interact with the various body systems in interesting ways. Understanding the relationship between pharmaceuticals and the body is essential to ensure patient health. The respiratory system, in particular, is responsible for supplying the body with oxygen and can present multiple concerns for healthcare professionals regarding their patients.

Without oxygen, of resource, the body can only live for a few minutes and restrictions to or limited oxygen can cause sever damage to the brain. For this reason, it's important for healthcare professionals to be able to recognize common diseases affecting the respiratory system as well as drugs and treatments that can help address these issues.

After completing this resource, learners will be able to:

  • Describe the function or physiology of the individual parts of the respiratory system and the external exchange of oxygen and waste
  • Describe common diseases affecting the respiratory tract and the causes, symptoms, and pharmaceutical treatments associated with each disease
  • Identify the trade and generic names and classification of various drugs used in treatment of diseases and conditions of the respiratory tract
  • Identify the basic anatomical and structural parts of the respiratory system
• Pharmacy: The Respiratory System

Pharmacy: The Cardiovascular, Circulatory, and Lymph Systems

Pharmaceuticals interact with the various body systems in interesting ways. Understanding the relationship between pharmaceuticals and the body is essential to ensure patient health. The cardiovascular system alongside the circulatory and lymph systems are affected tremendously by various medications and treatments. As a center point for these systems, heart health is something we all pay attention to.

For healthcare professionals, the ability to recognize diseases and disorders of these systems is imperative. Coronary artery disease, heart failure, high blood pressure and high cholesterol are just some of the conditions that can affect the functioning of these systems but also conditions that can respond particularly well to drug treatments. Proper treatment will always depend on severity, however, which is why it is imperative for health professionals to recognize these conditions and understand how to best to respond, particularly as these conditions are often presented in emergency circumstances.

After completing this resource, learners will be able to:

  • Diagram the basic anatomical structure and parts of the heart
  • Explain the function of the heart and the circulation of the blood within the body
  • Describe common diseases affecting the heart including the causes, symptoms, and pharmaceutical treatments associated with each disease
  • Describe the mechanism of action of anticoagulants, indications for their use, and antidotes of overdose
  • Differentiate between HDL, LDL, and triglycerides
  • List the total cholesterol, LDL, HDL, and triglyceride ranges for an average adult
  • Describe the structure and main functions of the lymphatic system, as well as its relationship to the cardiovascular system
• Pharmacy: The Cardiovascular, Circulatory, and Lymph Systems

Communication and Customer Care

The process of transferring information from one person to another or from one group of people to another is called communication. The ultimate goal of communication is to transfer a message. This transfer is not necessarily a simple process. The process of speaking (or writing), the process of listening, and the transfer of the message each has numerous opportunities for obstacles to arise.

Barriers to communication must be identified and removed if the communication is to be effective. In health care especially, effective communication is crucial. You will be providing patients with instructions and with information about their health. Effectively communicating this information is important in pharmacy and in health care in general.

After completing this resource, learners will be able to:

  • Describe the communication process
  • Explain the three types of communication
  • Summarize the various barriers to effective communication
  • Describe the primary defense mechanisms
  • Describe specific strategies for eliminating barriers to communication
  • Summarize the elements of and considerations in caring for patients
  • List the Five Rights of medication administration
• Communication and Customer Care

Pharmacy: The Immune System

Pharmaceuticals interact with the various body systems in interesting ways. Understanding the relationship between pharmaceuticals and the body is essential to ensure patient health. The immune system is extremely important to the overall heath of the body and, as such, the diseases and relative treatments available to address the immune system are essential for healthcare professionals to understand.

Indeed, the immune system serves as the body's line of defense against invasion from disease-causing microorganisms. Drugs that affect the immune system usually work to boost the disease-fighting ability of the immune system. Some disease conditions such as HIV/AIDS can compromise the immune system but can be combated with certain drugs that improve immune response. Healthcare professionals that understand these functions are instrumental to treating the immune system on an ongoing basis.

After completing this resource, learners will be able to:

  • Explain how the body's non-specific and specific defense mechanisms work to keep the body safe from disease-causing microorganisms
  • Summarize the basic relationships between the immune system and the various body systems
  • Describe the different types of infectious organisms
  • Describe HIV-1 and HIV-2 and the various subgroups of HIV
  • List the five stages of the progression of HIV to AIDS
  • Explain how the different classes of HIV drugs work
  • Describe autoimmune disease and identify various types
  • Summarize how drug resistance develops and what steps can be taken to stop it
  • Describe common anti-infective drug classifications, their mechanisms of action, and their side effects
  • Describe tuberculosis and malaria and their causes, treatments, and prevention
  • Summarize the different types and uses of vaccines and how they work in the body
• Pharmacy: The Immune System

Pharmacy: The Renal System

• Pharmacy: The Renal System

Pharmacy: The Endocrine System

• Pharmacy: The Endocrine System

Pharmacy: The Reproductive System

• Pharmacy: The Reproductive System

Pharmacy: The Nervous System

• Pharmacy: The Nervous System

Medication Errors

• Medication Errors

Workplace Safety and Infection Control

• Workplace Safety and Infection Control

Considerations for Geriatric and Pediatric Patients

• Considerations for Geriatric and Pediatric Patients

Biopharmaceuticals

• Biopharmaceuticals

Pharmacy Laws and Ethics

• Pharmacy Laws and Ethics

Top 200 Drugs, Pharmacy Abbreviations, and Terminology

• Top 200 Drugs, Pharmacy Abbreviations, and Terminology

Dosage Formulations and Administration

• Dosage Formulations and Administration

Referencing and Drug Information Resources

• Referencing and Drug Information Resources

Retail Pharmacy

• Retail Pharmacy

Health System Pharmacy

• Health System Pharmacy

EKG Technician

Coronary Anatomy and Physiology​

The proper functioning of the cardiovascular system depends on the overall activity of the heart muscle. Though a relatively small organ, considering its impressive workload, the heart as well as the entire cardiovascular system must be ready for widely varying and unpredictable physical demands. To fully understand this system and the essential functions it provides the human body, students must have a basic understanding of the basic anatomy and physiology of this all-important muscle and the system it supports.

This resource offers students that knowledge alongside an understanding of how the cardiovascular system functions overall and adapts to the body's ever-changing needs.

After completing this resource, learners will be able to:

  • Describe the gross anatomy of the heart including the muscle and cellular structure, atria, ventricles, and valves
  • Trace the flow of blood through the heart and the cardiovascular system
  • Distinguish between the phases of the cardiac cycle including the events that occur during each phase
  • Identify the effects diastole and systole have on the EKG tracing
  • Describe the interaction between the nervous system and the heart
• Coronary Anatomy and Physiology

Rhythms Originating in the Ventricles​

The two ventricles of the heart muscle are the powerful pumping chambers that are, no doubt, the work horses of the circulatory system. Located below the atria, the right and left ventricles maintain the circulation of blood to every single organ system of the body.

Because of their essential function in maintaining life, ventricular rhythms are, by far, the most important of all rhythms healthcare professionals monitor. Indeed, the most important parts can also be the most lethal in the event of failure.

After completing this resource, learners will be able to:

  • Describe the conduction that occurs in ventricular rhythms
  • State the criteria for each of the ventricular arrhythmias
  • Correctly interpret a variety of ventricular arrhythmias
  • Identify the adverse effects of each type of ventricular rhythm
  • Describe the possible treatment for each type of ventricular arrhythmia
  • Correctly identify a variety of rhythms
• Rhythms Originating in the Ventricles

AV Blocks​

The right and left ventricles of the heart maintain the circulation of blood to every single organ system of the body. Healthcare professionals monitor the process of ventricular depolarization where the electrical stimulus reaches the ventricles by way of the atrioventricular junction (AV junction) in normal patients. This depolarization wave then spreads to the main mass of the ventricular muscle by way of the right and left bundle branches. Normally, this process takes place in less than 0.12 seconds, requiring healthcare professionals to recognize this issue in patients in the event that this process is stunted in some way and recognize that this may prolong the QRS width in the final EKG output.

Reading these discrepancies is essential to proper interpretation of the EKG and all healthcare professionals involved in EKG technology should have a fundamental understanding of this process.

After completing this resource, learners will be able to:

  • Identify the three degrees of AV block
  • State the criteria for each type of AV block
  • Correctly identify each type of AV block
  • Identify the adverse effects of each type of AV block
  • Describe the possible treatment for each type of AV block
  • Correctly identify a variety of rhythms
• AV Blocks

Rhythms Practice Strips​

EKG rhythm strips are a great tool used to determine patient's heart rate that healthcare professionals use all the time. Ensuring you're capable of reading the EKG rhythm strip correctly is imperative to this most essential component of the diagnostic process.

To read these EKG rhythm strips, healthcare professionals employ a standard 5-step process in order to evaluate the heart rhythm for regularity or any deviations that should be noted in an accurate reading of the patient's heart activity.

After completing this resource, learners will be able to:

  • Calculate the heart rate on a variety of rhythm strips using a variety of methods
  • Differentiate between the three types of rhythm regularity
  • Employ the five steps to interpret a variety of rhythms
  • Correctly interpret a variety of sinus rhythms on single and double-lead strips
  • Correctly interpret a variety of atrial arrhythmias
  • Differentiate between high, low, and midjunctional conduction locations
  • Correctly interpret a variety of junctional arrhythmias
  • Correctly interpret a variety of ventricular arrhythmias
  • Correctly identify each type of AV block
  • Correctly identify a variety of rhythms
  • Determine what kind of heart rate to calculate for different kinds of rhythm regularity
• Rhythms Practice Strips

Artificial Pacemakers​

After mastering the structure an d physiology of the heart, the conduction system and arrhythmias, healthcare professionals should have a full understanding of the common treatment for conditions of the heart's electrical system as well as the various diagnostic tools used to evaluate heart conditions. A pacemaker, for example, is a small, battery-operated device that helps the heart beat to maintain a regular rhythm. Pacemakers can help pace the heart in cases of slow heat rate, or a blockage in the heart's electrical system.

Healthcare professionals help in the diagnosis and treatment plans of patient's all the time where a pacemaker is a fantastic option for successful patient outcomes. Having a full understanding of the purpose and capability of these devices is essential for all healthcare professionals.

After completing this resource, learners will be able to:

  • Describe the primary function of a pacemaker
  • Identify the indications for a pacemaker
  • Define selected terms associated with pacemakers
  • Describe the types of temporary pacemakers
  • Identify what each letter of a pacemaker code means
  • Identify pacemaker rhythms as being either VVI or DDD
  • Identify the different kinds of pacemaker malfunctions
• Artificial Pacemakers

Diagnostic Electrocardiography

After mastering the structure an d physiology of the heart, the conduction system and arrhythmias, healthcare professionals should have a full understanding of the common treatment for conditions of the heart's electrical system as well as the various diagnostic tools used to evaluate heart conditions.

A stress test, for example, is a diagnostic procedure that is usually performed to help diagnose Coronary Heart Disease (CHD). CHD occurs when too much plaque builds up on the coronary arteries. Because these essential arteries supply oxygen-rich blood to the heart, a build up of plaque narrows the opening through which the blood should be able to pass and reduces the overall blood flow to the heart. A build up of plaque can also lead to blood clots forming in these arteries, which completely stop blood flow. Such blockages typically result in chest pains and eventual heart attack.

Because these are such common conditions yet life-threatening, it is essential that healthcare professionals understand the application of a stress test as well as the importance of getting these tests right the first time, every time.

After completing this resource, learners will be able to:

  • State the goal of stress testing
  • Describe the indications and contraindications (relative and absolute) for stress testing
  • Describe how to calculate target heart rate
  • Describe how an exercise stress test and pharmacological stress test are conducted
  • Describe the three most commonly used protocols for treadmill exercise testing
  • Explain the conditions in which a stress test may be terminated
  • Identify the normal signs and symptoms during the stress test as well as EKG changes that may indicate a positive or negative stress test
  • Explain the relationship between specificity and sensitivity as it relates to a stress test
  • Identify the indications and contraindications for Holter monitoring
  • Identify the artifacts associated with Holter monitoring
  • Indicate the conditions in which Holter results may be determined positive or negative
• Diagnostic Electrocardiography

How to Interpret a 12-Lead EKG

• How to Interpret a 12-Lead EKG

For all healthcare professionals, the 12-Lead EKG is a vital diagnostic tool used for quick and painless evaluation of the patient's cardiac condition. Myocardial infarction - most commonly known as a heart attack - involves the death of the heart muscle from the sudden blockage of a coronary artery. Since the coronary arteries are the blood vessels that supply the heart muscle with blood and oxygen, a blockage can deprive the heart muscle of these necessities and is easily fatal if not caught, stopped and treated right away. Healthcare professionals with a comprehensive understanding of myocardial infarction understand that this condition can be fatal and/or result in catastrophic injury to the heart muscle, which is why swift action is imperative in this type of situation. This resource will provide the knowledge healthcare professionals require to identify, treat and hopefully reverse the potential adverse effects of myocardial infarction. After completing this resource, learners will be able to: Describe the classic symptoms of a myocardial infarction Describe the difference between Q wave myocardial infarction (MI) and non-Q wave MI Describe what EKG changes are associated with ischemia, injury, and infarction Describe the different kinds of ST segment abnormalities and explain what each implies Describe the different T wave abnormalities and explain what each implies Describe how a significant Q wave differs from a normal Q wave Describe normal R wave progression Identify the transition zone in a variety of EKGs

 
• Myocardial Infarction

Cardiac Medications and Electrical Therapy

• Cardiac Medications and Electrical Therapy

Lead Morphology and Placement

The proper function of the heart muscle is essential to all other systems of the body. The electrocardiogram (EKG) is a painless, noninvasive way to diagnose many common types of heart problems.

An essential part of EKG analysis, healthcare professionals examine various lead morphologies that can surface with this test. Each heart beat can be observed as a series of deflections away from the baseline on an EKG, which is captured by healthcare professionals through the analysis of lead morphology. As a complement to this analysis, healthcare staff also ensure ideal placement of the different EKG electrodes on the body in order to get the most accurate data from these tests.

After completing this resource, learners will be able to:

  • Distinguish between an electrocardiograph and an electrocardiogram
  • Identify the proper placement of bipolar leads and augmented leads
  • Explain the effect augmentation has on an EKG
  • Explain Einthoven's law and Einthoven's triangle
  • Identify the leads composing the hexiaxial diagram
  • Identify the proper location of the precordial leads
  • Explain the electrocardiographic truths
  • Describe the normal QRS complex deflections in each of the 12 leads on an EKG
• Lead Morphology and Placement

Electrophysiology

The proper function of the heart muscle is essential to all other systems of the body. The electrocardiogram (EKG) is a painless, noninvasive way to diagnose many common types of heart problems. Essentially, this widely-used test measures the electrical activity of the heart. By recording the heart's conduction - the heart beat - an EKG can show healthcare professionals any potential problems with the heart's electrical activity. In an EKG, the electrical impulses that initiate the heart beat are shown and recorded on graph paper used for analysis by healthcare professionals to determine any medical issues associated with this activity.

Healthcare professionals trained in EKG technology are able to use this diagnostic test to evaluate the overall function of the heart, break down its activity to determine a patient's normal cardiac cycle, and evaluate the specific waves and complexes generated to determine whether they meet clinical standards.

After completing this resource, learners will be able to:

  • Describe the gross anatomy of the heart including the muscle and cellular structure, atria, ventricles, and valves
  • Describe the interaction between the nervous system and the heart
  • Distinguish between the terms polarized, depolarized and repolarized as they relate to contraction and relaxation
  • Identify the phases of an action potential
  • Explain the P wave, QRS complex, T wave, and U wave as found in an EKG tracing
  • Distinguish between the absolute and relative refractory periods including the implications of each period
  • Properly label all waves and complexes on a rhythm strip
  • Explain the delineations found on EKG paper
  • Identify the waves in a variety of QRS complexes
• Electrophysiology

Technical Aspects of the EKG

The proper function of the heart muscle is essential to all other systems of the body. The electrocardiogram (EKG) is a painless, noninvasive way to diagnose many common types of heart problems. Healthcare professionals should understand the technical aspects of administering these tests so that they can be as effective as possible throughout the diagnostic process which relies on accurate output from the EKG machine.

With each heart beat, the heart transmits its unique electrical activity to the EKG machine through electrodes and leads placed on the skin surface in a specific way. The EKG machine has an amplifier that can magnify these electrical signals for the machine's galvanometer, which then converts this electrical activity into mechanical energy recorded by the stylus (pen) on the EKG. The movement of the stylus creates the picture healthcare professionals use to analyze a patient's heart activity.

All part of a complicated procedure, it is clear that healthcare professionals have a clear understanding of what this test can do and how to ensure a proper reading by the EKG machine.

After completing this resource, learners will be able to:

  • Describe the control features of an EKG machine
  • Differentiate between macroshock and microschock
  • Describe the different kinds of artifacts found on a rhythm strip
  • Correctly troubleshoot artifacts found on a rhythm strip
  • Identify rhythms that can be mimicked by artifact
  • Differentiate between artifacts and arrhythmia
• Technical Aspects of the EKG

Calculating Heart Rate

The proper function of the heart muscle is essential to all other systems of the body. The electrocardiogram (EKG) is a painless, noninvasive way to diagnose many common types of heart problems. The next step in the diagnostic process is calculating the heart rate and interpreting the results of the EKG test. One of the most common diagnostic tools healthcare professionals use with a patient is to take the patient's pulse or generate and EKG strip. The most common way to calculate heart rate from the EKG strip is to count the QRS complexes: QRS complexes represent ventricular depolarization which represent the ventricular rate. If the heart is healthy, then this rate should correlate to the patient's pulse.

All healthcare professionals should have an understanding of these calculations and this resource will ensure students are able to determine a patient's heart rate accurately every time.

After completing this resource, learners will be able to:

  • Determine a patient's heart rate
  • Calculate the heart rate on a variety of rhythm strips using a variety of methods
  • Differentiate between the three types of rhythm regularity
  • Employ the five steps to interpret a variety of rhythms
  • Correctly identify a variety of rhythms
  • Determine what kind of heart rate to calculate for different kinds of rhythm regularity
• Calculating Heart Rate

How to Interpret a Rhythm Strip

EKG rhythm strips are a great tool used to determine patient's heart rate that healthcare professionals use all the time. Ensuring you're capable of reading the EKG rhythm strip correctly is imperative to this most essential component of the diagnostic process.

To read these EKG rhythm strips, healthcare professionals employ a standard 5-step process in order to evaluate the heart rhythm for regularity or any deviations that should be noted in an accurate reading of the patient's heart activity.

After completing this resource, learners will be able to:

  • Determine a patient's heart rate
  • Calculate the heart rate on a variety of rhythm strips using a variety of methods
  • Differentiate between the three types of rhythm regularity
  • Employ the five steps to interpret a variety of rhythms
  • Correctly identify a variety of rhythms
  • Determine what kind of heart rate to calculate for different kinds of rhythm regularity READ
• How to Interpret a Rhythm Strip

Rhythms Originating from the Sinus Node

Healthcare professionals spend a great deal of time with various technology that helps provide more intelligent and accurate patient care. The EKG output is one of the tools most commonly used for determining heart rate, rhythms, regularity and/or disparities that are essential to accurate diagnostic processes. The sinus node is the heart's dominant pacemaker and the focus of this resources. In a normal heart, the sinus node initiates the electrical impulse that travels through the conduction pathways to cause the heart to pump.

This resource will allow students to drill down into the details of the sinus node, the various rhythms associated with it as well as the adverse effects and possible treatments related to irregularities with the sinus node.

After completing this resource, learners will be able to:

  • State the criteria for each of the sinus rhythms
  • Correctly interpret a variety of sinus rhythms on single and double-lead strips
  • Identify the adverse effects for each of the sinus arrhythmias
  • Describe the possible treatment for the sinus arrhythmias
  • Correctly identify a variety of rhythms
• Rhythms Originating from the Sinus Node

Rhythms Originating from the Atria

• Rhythms Originating from the Atria

Rhythms Originating in the AV Junction

• Rhythms Originating in the AV Junction

Assisted Living & Personal Care

The Long-Term Care Environment

It is essential that all caregivers are trained appropriately, demonstrate the characteristics of professional behavior essential for healthcare workers at all levels, and understand the needs of their patients and residents.

This resource provides an overview of the long-term care environment, including the variety of caregivers who provide care for individuals in a residential environment, such as in the individual’s home or in an assisted living community, and the common tasks they perform at various levels of training. It summarizes the types of options available for long-term care settings, the services each offers, and related costs and payment solutions. It also identifies patient and resident rights and expectations of those to whom care is given and introduces medical ethics — a critical concept for all caregivers to ensure that residents are treated in a highly ethical, private, and confidential manner.

After completing this resource, learners will be able to:

  • Define long-term care
  • Describe the type of individual who might require long-term care solutions
  • Distinguish between the various types of long-term care options and environments
  • Identify the common tasks performed and responsibilities by the caregivers in long-term care environments
  • Describe typical costs and payment solutions for long-term care
  • List individual rights and expectations of those for whom care is given
  • Identify the roles and responsibilities of various healthcare professionals
  • Describe current role of ethics in medicine
  • Examine ethical issues including privacy and confidentiality
  • Describe characteristics of professional behavior in the long-term care environment
• The Long-Term Care Environment

Activities and Programs in Assisted Living

• Activities and Programs in Assist Living

Care of Individuals with Special Needs

When caring for certain patients experiencing a particular pathology, diagnosis or life-change, you should consider the psychological aspects and use encouragement and patience in all your interactions. It is essential to recognize and respect the patient’s reactions and emotions resulting from these changes and realizations.

This resource provides information and procedure steps for numerous types of care required for individuals with special healthcare needs. It begins with a background to cancer and the unique needs and treatments of cancer patients. It also discusses immunosuppressive disorders and the unique care needs of these individuals. Mental health and mental illness are discussed in relation to the type of care that might be needed, including those individuals with substance abuse disorders. The content additionally provides information about common care needs and procedures for these unique populations in the home health and residential environment.

After completing this resource, learners will be able to:

  • Explain common care of patients with cancer
  • Explain common care of individuals with immunosuppression disorders
  • Explain common care of residents with mental health issues and mental illness
  • Explain common care of those with substance abuse disorders
  • Explain how to how to care for those with other common diseases
• Care of Individuals with Special Needs

Care of the Dying

Death and dying can be the most difficult time in providing care for someone, whether in a hospital setting or at home. Many people are uncomfortable around a person who is dying, and might avoid caring for the patient or rush through the tasks as quickly as possible. As a caregiver, it is essential that you meet the essential needs of a dying person and his or her family, and show consideration to the person who is dying.

This resource provides information for caregivers about caring for those who have started the dying process or who are in the late stages of a terminal illness. It discusses the grieving process and the emotional needs of the individual. It also explains the caregiver’s various tasks and responsibilities associated with the dying individual and his or her family. Finally, it itemizes common tasks asked of the caregiver related to caring for the body immediately after death.

After completing this resource, learners will be able to:

  • Explain the grieving process, including the stages of grieving
  • Identify possible emotional needs of the dying person
  • Explain the role of the caregiver with a dying individual
  • Explain advance directives for healthcare
  • Identify potential tasks involved in the physical care of the dying
  • Explain the role of the caregiver during the moment of death
  • Discuss various options for postmortem care in the home
• Care of the Dying

Rehabilitation and Return to Self-Care

• Rehabilitation and Return to Self-Care

Special Procedures for Residential Care

• Special Procedures for Residential Care

Care of the Surgical Patient

• Care of the Surgical Patient

Physiology, Psychology, and Sociology of Aging

• Physiology, Psychology, and Sociology of Aging

Memory Care

• Memory Care

Infection Control in the Residential Environment

It is essential to use proper care when dealing with transmittable diseases and to apply Standard Precautions as established by the Centers for Disease Control. These skills include putting on and removing nonsterile gloves, using basic isolation techniques, putting on and removing a mask and gown, and managing medical waste. Following the Covid-19 pandemic, we all understand that applying these techniques consistently and properly is critical for protecting the care provider, other people in the home, and the patient or resident.

This resource discusses important information related to infection control, specifically in the home health or residential environment. It begins by discussing the importance of and procedure for proper handwashing as well as the procedures for ensuring infection control..

After completing this resource, learners will be able to:

  • Explain the importance of and procedure for proper hand washing
  • Describe the procedures for ensuring infection control in the home health or residential environment
  • Explain the proper care for individuals with transmittable diseases
  • Identify Standard Precautions of the CDC
  • Describe how to put on and remove nonsterile gloves
  • Describe the basic isolation techniques that can be used in a residential environment
  • Discuss how to manage medical waste
  • Discuss how and when to use a mask and gown
• Infection Control in the Residential Environment

Homemaking and Safety in the Residential EnvironmentHomemaking and Safety in the Residential Environment

When a caregiver agrees to provide care to patient or resident, in some cases, part of the duties involves homemaking tasks. It is often difficult for the families of patients being cared for at home to admit that it is difficult to keep the house clean. In assisted living communities, caregivers often assist the residents in taking care of their environment.

This resource discusses how to provide a variety of types of care in the residential environment, including various homemaking tasks, including properly cleaning different parts of the room, and properly making the bed. It also discusses a variety of safety considerations to ensure that the patient or resident, the caregiver, and the visitors are safe, relative to fire, poisons, oxygen use, and other safety concerns in the residential environment. Finally, we’ll examine how to effectively use restraints and positioning devices.

After completing this resource, learners will be able to:

  • Identify the homemaking tasks of the caregiver in a residential environment
  • Explain basic procedures involved in housekeeping
  • Explain how to make a bed that is occupied and not occupied
  • Describe safety rules that should be applied to the home
  • Discuss fire-prevention strategies and steps for putting out a fire after it starts
  • Discuss specific guidelines related to poisons
  • Discuss specific guidelines related to oxygen safety
  • Explain restraints and positioning devices
  • Explain body mechanics and how these concepts are applied
• Homemaking and Safety in the Residential Environment

Planning, Purchasing, and Serving Food to Patients

Caregivers in residential environments are often asked to plan for, shop for, store, and prepare meals as well as assist the resident in eating the meal, either in bed or with the family. In residential communities, assistants may be asked to help in preparing patients for meals as well as assist in feeding or serving the meal to the resident. It is important to understand common therapeutic diets that may be prescribed by an individual’s physician and to be able to coordinate and communicate with a dietician about how to best provide meals for the patient.

This resource provides an overview of the basic anatomy and physiology of the digestive system as they relate to providing a healthy diet to individuals.

After completing this resource, learners will be able to:

  • Identify the basic anatomy and functions of the digestive system
  • Explain the standards for a healthy diet
  • Describe important considerations associated with planning and shopping for meals
  • Describe important considerations associated with storing food
  • Describe important considerations and guidelines associated with preparing a meal
  • Discuss the steps to serving a meal to an individual Identify the purpose of common therapeutic diets
  • Explain the effects of chemotherapy and radiation on an individual’s diet
• Planning, Purchasing, and Serving Food to Patients

Basic Personal Care

Personal care activities are important for the individual’s health, comfort, and well-being whether in a healthcare facility, in an assisted-living community, or in a home environment..

This resource covers the numerous tasks involved in caring for individual personal needs, including oral hygiene, dressing and undressing, assisting with bathing, giving a backrub, caring for hair, assisting with shaving a beard, and assisting a with toileting.

After completing this resource, learners will be able to:

  • Identify areas in which patients or residents may need assistance in personal care
  • Describe procedures for ensuring oral hygiene
  • Describe procedures for dressing and undressing
  • Describe procedures for assisting with bathing
  • Describe procedures for giving a backrub
  • Describe procedures for hair care
  • Describe procedures for shaving a beard
  • Describe procedures for assisting with toileting
  • Describe procedures for performing nail and foot care
  • Describe procedures for performing skin care
  • Describe procedures for taking vital signs
• Basic Personal Care

Preventing Fluid Overload and Dehydration

Fluid balance is a critical condition for a person’s health and recovery from injury or disease. Accurate, careful management, measurement, and documentation are a must. These procedures include properly measuring and recording fluid intake and output, caring for a person who requires fluid intake balancing, and caring for catheters as needed. 

This resource provides information needed to facilitate fluid balance. Some of these procedures require specific training or licensing, depending on the state. Healthcare professionals should perform only the procedures allowed by your state and employing agency.

After completing this resource, learners will be able to:

  • Explain the concept of fluid balance in the body
  • Describe how to properly record fluid intake and output
  • Explain how to care for individuals who require fluid monitoring
  • Explain the procedure for straining urine
• Preventing Fluid Overload and Dehydration

Warm and Cold Applications

• Warm and Cold Applications

Neonatal and Pediatric Care

• Neonatal and Pediatric Care

Growth and Development

• Growth and Development

Medical Administrative Assistant

BECOMING A SUCCESSFUL STUDENT

The healthcare field presents an exciting opportunity for any new professional! In order to seize this opportunity, it is important to prioritize your education goals and take account of important tips and strategies to be a successful student. Everyone is busy and we all have a number of obligations that require our attention. With family responsibilities, a job, school and studying, it can be stressful to accommodate all of these facets of your life.

This resource offers students some useful tips and strategies to assist in becoming a successful student and a valuable professional in the healthcare industry.

After completing this resource, learners will be able to:

  • Describe professional behaviors and their importance to members of a healthcare team
  • Assess your learning style preference
  • Adapt your learning style to new learning situations
  • Practice effective problem solving and conflict management techniques
  • Explain the importance of assertiveness in a healthcare environment
  • Implement effective study skills and strategies
  • Apply test-taking strategies
  • Explain the process of critical thinking and how to apply it
• Becoming a Successful Student

PATIENT SCHEDULING

Various administrative processes lie at the heart of effective medical practice operation. Primary among these, is the effective and efficient scheduling of appointments. Successful administrative professionals in the medical office understand how to keep a busy office running smoothly throughout the day by scheduling appointments in a way that does not rush the patient visit but also does not waste valuable time. This requires developing a scheduling strategy, managing missed appointments, late patients or other issues that may arise from day to day.

The medical practice is still a business and it's important for it to run daily with cost effectiveness in mind. Professionals who understand the business aspects of the medical practice will find great success in this field and become a valuable asset to any growing practice.

After completing this resource, learners will be able to:

  • Discuss guidelines for scheduling patient appointments
  • Differentiate between paper and electronic scheduling systems
  • Chart patient no-shows accurately
  • Follow up on patients who miss their appointments
  • Manage the physician’s appointment calendar for personal and professional events
  • Schedule patients for hospital services and admissions and other necessary services
• Patient Scheduling

MEDICAL RECORDS MANAGEMENT

A patient's medical record not only provides a snapshot of their health at a given time, but cam also offer a complete medical history that monitors a patient's health since birth in many cases. The accuracy and organization of these records is essential to quality healthcare and successful patient outcomes, making their maintenance and privacy absolutely paramount to any medical practice. With the availability of electronic health records, however, we now have a way of recording patient health in a way that allows us to monitor their well-being across multiple physicians' practices, dental facilities, specialists, hospital visits and any other healthcare facility in order to make sure we have as much information as possible to ensure patient safety, provide better patient outcomes and improve healthcare delivery overall.

These records can also help improve healthcare in the aggregate as we compare patient records across a variety of analytics predicting various trends, monitoring disease outbreaks and recognizing patterns never before possible in healthcare. The electronic health record represents a sea change in modern healthcare and will have an impact for years to come so healthcare professionals that understand how to work with them, the value they provide and the privacy they require are well-positioned for a future career.

After completing this resource, learners will be able to:

  • Describe common types of file storage systems
  • List information contained in the medical record
  • Explain various types of charting strategies and procedures
  • Explain how to find a missing paper file
  • Explain the color-coded filing system for paper files
  • Explain how to destroy a medical record
  • Describe how to correct an error in a paper chart
  • Distinguish between paper medical records and electronic medical records
• Medical Records Management

ELECTRONIC MEDICAL RECORDS

A patient's medical record not only provides a snapshot of their health at a given time, but cam also offer a complete medical history that monitors a patient's health since birth in many cases. The accuracy and organization of these records is essential to quality healthcare and successful patient outcomes, making their maintenance and privacy absolutely paramount to any medical practice. These records can also help improve healthcare in the aggregate as we compare patient records across a variety of analytics predicting various trends, monitoring disease outbreaks and recognizing patterns never before possible in healthcare.

The electronic health record represents a sea change in modern healthcare and will have an impact for years to come so healthcare professionals that understand how to work with them, the value they provide and the privacy they require are well-positioned for a future career.

After completing this resource, learners will be able to:

  • List information contained in the medical record
  • Distinguish between paper medical records and electronic medical records
  • Explain how paper records are converted to electronic records
  • Discuss HIPAA compliance for electronic medical records
  • Discuss use of personal digital assistance with electronic medical records
• Electronic Medical Records

COMPUTERS IN THE MEDICAL OFFICE

Various administrative processes lie at the heart of effective medical practice operation. Moving these processes at a faster pace than ever before are the computers and software applications that healthcare professionals use every day. Advances in technology seem to be happening at a faster pace than ever before, and our world is now one of enhanced telecommunications. Personal computers, laptops, cell phones and other mobile devices that send and receive emails are commonplace and quickly becoming an essential tool for communication between medical staff and even with patients.

As such, it is imperative for today's healthcare professionals to be adept at various computer applications, particularly those specific to the medical field, but also the different types of communication tools that practices are using on a daily basis. With this resource, students have the opportunity to gain the new skills necessary for success in the medical field including the importance of computer security and electronic signatures as they're used in a medical practice.

After completing this resource, learners will be able to:

  • Describe common types of file storage systems
  • Discuss how computers are used in the medical office Identify the components of the computer
  • Explain how to maintain and secure computer equipment
  • Explain computer ergonomics
  • Discuss functions of basic office equipment
• Computers in the Medical Office

EQUIPMENT, MAINTENANCE, AND SUPPLY INVENTORY

• Equipment, Maintenance, and Supply Inventory

OFFICE POLICIES AND PROCEDURES

• Office Policies and Procedures

HANDLING EMERGENCIES IN THE MEDICAL OFFICE

• Handling Emergencies in the Medical Office

INSURANCE BILLING AND AUTHORIZATIONS

• Insurance Billing and Authorizations

BASICS OF DIAGNOSTIC CODING

• Basics of Diagnostic Coding

BASICS OF PROCEDURAL CODING

• Basics of Procedural Coding

THE HISTORY OF MEDICINE AND HEALTHCARE

• The History of Medicine and Healthcare

BILLING, COLLECTIONS, AND CREDIT

For any medical practice, the back-office billing and coding procedures are absolutely essential to the successful operation of the medical business. Accurately providing this information requires a rather technical understanding of health insurance claims, coding and billing and healthcare professionals working in these areas will draw from these skills every day on the job. At the outset of this operation, the physician sets reasonable fees for his or her services. From there, the medical assistant is tasked with explaining these fees to patients and collecting these fees - for treatments, examinations and other procedures - from insurance companies or other providers.

Healthcare professionals who understand these procedures and their importance to the success and operation of the medical practice are essential to any office.

After completing this resource, learners will be able to:

  • Discuss a manual billing system
  • Identify the types of payments typically made in the medical office
  • Explain how to post payments to a manual and computerized billing system
  • Explain how to prepare an accounts receivable trial balance
  • Explain how to verify patient identification
  • Discuss common collection policies and issues
  • Describe how small claims court works for the medical office
• Billing, Collections, and Credit

PAYROLL, ACCOUNTS PAYABLE, AND BANKING PROCEDURES

Along with the various clinical and administrative procedures of the medical office, healthcare staff should have a firm understanding of the banking and financial procedures involved in practice operation and management. Beyond billing and bookkeeping duties, some healthcare staff will need to work with banking services, making it imperative to understand how financial transactions work and how they should be recorded. Moreover, proper management of these records is essential for ensuring the success of any medical practice.

Students who complete this resource will have the opportunity to explore some of the financial aspects of the medical practice and gain a firm understanding of how the practice is managed on a day to day basis.

After completing this resource, learners will be able to:

  • Discuss the payroll, accounts payable, accounts receivable, and banking procedures for the medical office
• Payroll, Accounts Payable, and Banking Procedures

MANAGING THE MEDICAL OFFICE

Good management is essential to any successful medical practice. Management can have a profound effect on the success of the medical office from the patients to the staff. when an office is under effective management, the physician has the ability to focus on treating patients without worrying about the day-to-day functioning of the office. The medical practice is a business and the physician is its product, so it's important to keep these concepts in mind to manage the practice on a daily basis and ensure the most cost-effective operation that will sustain the practice for years to come.

The medical office staff is part of this overall strategy in terms of their customer service skills and commitment to the overall office mission. The medical office staff play an important role in keeping existing patients and ensuring a positive experience for new patients in order to grow and build the practice. Professionals who understand customer/patient loyalty and the overall mission the office puts in place to cater to the patients they serve will find great success in this field and become a valuable asset to any growing practice.

After completing this resource, learners will be able to:

  • Describe the characteristics and responsible of an effective office manager
  • Describe different management leadership styles
  • Explain how to conduct an effective staff meeting
  • Discuss the tasks associated with staffing the medical office
  • Discuss quality improvement and risk management in the medical office
  • Discuss the components to effectively manage a medical office staff
• Managing the Medical Office

COMPETING IN THE JOB MARKET

The healthcare field presents an exciting opportunity for any new professional! In order to seize this opportunity, it is important to effectively prepare for your job search. By honing your resume and interviewing skills, you will certainly further your career, whether just getting started in this field or looking to advance from your current position. Each daily decision you make contributes to the impression of your work as a healthcare professional, whether you're an intern in a medical office or managing a successful practice. Each duty performed becomes a part of your overall experience and is essential to your overall growth as a professional. Moreover, all of these decisions affect your current or prospective employer's impression of your experience and your potential.

Students who complete this resource will learn how best to convey their successes to the next employer and they'll be well on their way to success in the healthcare field!

After completing this resource, learners will be able to:

  • Discuss the externship experience
  • Prepare an attractive and effective resume
  • Write an effective cover letter
  • Discuss various places to look for employment as a medical assistant
  • Describe effective interview techniques
  • Discuss the importance of body language and proper dress
  • Discuss how to follow up with a medical office after an interview
• Competing in the Job Market

MEDICAL ASSISTING TODAY

Medical assistants provide essential support to the healthcare office. Specialized training and education are required for those in this important role. Credentialing and certification provide opportunities for advancement and related associations provide support, information, and profession education.

This resource covers the required skills and training to become a medical assistant as well as the various allied health associations and how they can benefit and support those in an assisting role.

After completing this resource, learners will be able to:

  • Discuss the externship experience
  • Prepare an attractive and effective resume
  • Write an effective cover letter
  • Discuss various places to look for employment as a medical assistant
  • Describe effective interview techniques
  • Discuss the importance of body language and proper dress
  • Discuss how to follow up with a medical office after an interview
• Medical Assisting Today

THE MEDICAL ASSISTING CAREER: ROLES AND RESPONSIBILITIES

Those in a medical assisting role require a number of professional characteristics. They must not only have certain essential skills, they must conduct themselves in a productive and appropriate manner. Additionally, they must fully understand how healthcare teams can effectively interact and must have solid knowledge of the various roles and responsibilities of each member of the team--including their own.

After completing this resource, learners will be able to:

  • List the qualities of a good medical assistant
  • List career opportunities for the medical assistant
  • Discuss other members of the healthcare team and medical practice specialties
• The Medical Assisting Career: Roles and Responsibilities

MEDICAL LAW AND ETHICS

• Medical Law and Ethics

INTERPERSONAL COMMUNICATION

• Interpersonal Communication

WRITTEN COMMUNICATION

• Written Communication

TELEPHONE PROCEDURES

• Telephone Procedures

FRONT DESK RECEPTION

• Front Desk Reception

EHRM

FUNCTIONAL EHR SYSTEMS

The EHR has many benefits over the paper patient chart. Not only does it hold all of the patient information, data, and records needed by providers to diagnose and treat the patient, its functionality is a benefit in itself. With the EHR, providers can easily find, share, and search patient records to meet unique needs. In order to achieve this functionality, the EHR must be formatted in very specific ways.  There are four functional benefits identified by the Institute of Medicine that EHRs facilitate: health maintenance, trend analysis, alerts, and decision support.

This resource discusses the ways that the medical record data is stored and how the form leads to the functional benefits. This content will show more of the EHR by looking at how it is formatted to ensure that it is usable as intended.

After completing this resource, learners will be able to:

  • Explain the functional benefits of the EHR
  • Explain different methods for capturing and recording EHR data
  • Compare different formats of EHR data and prominent code sets
• Functional EHR Systems

BASICS OF MEDICAL RECORD SOFTWARE

• Basics of Medical Record Software

DATA ENTRY AT THE POINT OF CARE

• Data Entry at the Point of Care

ELECTRONIC ORDERS

• Electronic Orders

PROBLEM LISTS, RESULTS MANAGEMENT, AND TRENDING

• Problem Lists, Results Management, and Trending

DATA ENTRY USING FLOW SHEETS AND ANATOMICAL DRAWINGS

• Data Entry Using Flow Sheets and Anatomical Drawings

USING THE EHR TO IMPROVE PATIENT HEALTH

• Using the EHR to Improve Patients Health

PRIVACY AND SECURITY OF HEALTH RECORDS

This resource reviews HIPAA's Privacy Rule as it relates to the protected health information of patients. Although this information was discussed previously, it is so important that it needs to be repeated. Under HIPAA laws. each employee of any covered entity must know the law and implement practices that ensure that the patient's PHI is kept private.

After completing this resource, learners will be able to:

  • Explain HIPAA privacy concepts
  • Apply HIPAA privacy policy in a medical facility
  • List HIPAA transactions and uniform identifiers
• Privacy and Security of Health Records

USING THE INTERNET TO EXPEDITE PATIENT CARE

The Internet changes the way people work and continues to transform what we can do with technology. This is especially true in healthcare. Using the Internet, providers can access patient electronic records from anywhere, communicate with their patients using email and instant messaging, transmit and view diagnostic images. These features facilitate the timeliness of patient care and work from any location. Patients can access their own health records, complete required forms and submit health information for ongoing health monitoring, and communicate with their providers.

As technologies associated with electronic health records and patient care develop, there will surely be additional features that use the Internet. This resource provides an overview of the use of the Internet and patient healthcare.

After completing this resource, learners will be able to:

  • Describe Personal Health Records (PHR)
  • Compare different types of telemedicine
  • Explain remote access and secure internet communications
  • Discuss issues related to security of Internet data
  • Compare the Internet to a private network
  • Explain how EHR systems use the Internet
• Using the Internet to Expedite Patient Care

EHR CODING AND REIMBURSEMENT

• EHR Coding and Reimbursement

ACCREDITATION, REGULATION, AND HIPAA

Local, state, and federal governments regulate and license healthcare facilities and medical practitioners. Additionally, there are numerous professional organizations that establish standards and accredit organizations that follow these standards. There are also organizations in which practitioners can join voluntarily. These organizations establish standards and best practices as well as assisting practitioners in keeping up with their industry and improving patient care.

This resource covers the importance of accreditation, the regulations imposed on healthcare facilities and practitioners, and the various HIPAA privacy and security requirements.

After completing this resource, learners will be able to:

  • Follow security policy guidelines in a medical facility
  • Apply HIPAA privacy policy in a medical office
  • Explain HIPAA privacy and security concepts
  • List HIPAA transactions and uniform identifiers
  • Discuss the importance of accreditation
  • Discuss HIPAA security requirements and safeguards
• Accreditation, Regulation, and HIPAA

FUNDAMENTALS OF INFORMATION SYSTEMS AND HEALTHCARE RECORDS

Although a health information professional deals mainly with the information in the healthcare system, it is important to understand a fair amount about computer systems, including hardware, software, and electronic communications, and how they support the exchange of data electronically. You must become competent in many aspects of technology in order to use it efficiently and effectively.

This resource reviews the computer technology that is the foundation of the electronic health record. Additionally, it provides an overview of the health record itself.

After completing this resource, learners will be able to:

  • Describe the various forms of telemedicine
  • Discuss the functions of healthcare records
  • Explain the fundamental concepts of computers and computer networks
• Fundamentals of Information Systems and Healthcare Records

COMPARISON OF PAPER AND ELECTRONIC RECORDS

• Comparison of Paper and Electronic Records

ADDITIONAL HEALTH INFORMATION SYSTEMS

Health records originate from many different sources and are then imported into the EHR or into a central data repository (CDR). Some records actually remain in their original source but are retrieved or displayed in the EHR. The health information system (HIS) includes both clinical and administrative systems.

This resource focuses on the systems used by the various specialized departments as they perform the daily tasks and serve as data sources for the EHR. It also discusses the coding and reimbursement functions and how the EHR comes into play.

After completing this resource, learners will be able to:

  • Identify different types of digital technologies that are part of electronic health records
  • Explain the information system considerations found in various departments
  • Describe various HIS and EHR systems and approaches to these systems
  • Describe departmental health records systems
• Additional Health Information Systems

HEALTHCARE CODING AND REIMBURSEMENT

This resource covers the various ways that health insurance claims are made to the payer and ways that the payer reimburses the physicians and healthcare facilities. Healthcare billing, coding, and reimbursement processes are highly complex. If a healthcare claim is not completed accurately and completely, the physician or healthcare facility will not be paid in a timely fashion, if at all. And, as with any other business, physicians and healthcare facilities must ensure that there is a steady stream of revenue coming in.

This resource explains the differences in inpatient and outpatient coding strategies as well as the reimbursement methods for various types of healthcare providers.

After completing this resource, learners will be able to:

  • Identify situations of healthcare fraud and abuse
  • Describe how a DRG is determined for billing purposes
  • Compare prospective payment systems for hospitals and outpatient facilities
  • Explain managed care
  • Discuss reimbursement methodologies
  • Name the coding standards used for billing
  • Identify patient and insurance billing terms
• Healthcare Coding and Reimbursement

HEALTHCARE TRANSACTIONS AND BILLING

This resource introduces important concepts related to health statistics, research, and quality improvement and explores many of the computer systems that facilitate management of the various kinds of data needed to make business and patient care decisions, report data, organize data into registries and indexes, perform the numerous operations of healthcare facilities, manage employee information, and perform tasks related to quality management.

After completing this resource, learners will be able to:

  • Describe different types of data collected and used by quality management
  • Discuss administrative systems used for managerial support
  • Explain healthcare statistical terms and formulas
  • Identify different types of registries and indexes
  • Describe internal and external uses for secondary data
• Healthcare Transactions and Billing

STATISTICS, RESEARCH, AND QUALITY MANAGEMENT

• Statistics, Research, and Quality Management

ELECTRONIC HEALTH RECORDS: AN OVERVIEW

• Electronic Health Records: An Overview

EMS OPERATIONS

• EMS Operations

Medical Billing & Coding

REIMBURSEMENT, HIPAA, AND COMPLIANCE

Essential to the delivery of quality care are the transactions that take place at every turn - reimbursements, health insurance processes, federal and state legislative compliance. All of this activity is driven by billing and coding experts who understand a complex and expansive system of codes that define various procedures, medical visits, prescriptions and other healthcare products. Each of these is assigned a particular code in order to determine the amount of reimbursement to bill the health insurance provider, the patient or any other organization involved in the payment of healthcare services.

As such, it is imperative that all healthcare professionals have a fundamental understanding of the Medicare program, HIPAA, the third-party payer reimbursement systems and the various components of Managed Healthcare. Healthcare professionals with a mastery of these concepts will be a valuable asset to any medical practice.

After completing this resource, learners will be able to:

  • Address ethical issues related to medical coding
  • Describe the purpose and components of Medicare Parts A, B, C, and D
  • Explain the role of Quality Improvement Organizations (QIOs)
  • Identify goals of the Health Insurance Portability and Accountability Act (HIPAA)
  • Explain the relevance of the Federal Register for physician reimbursement
  • Explain the third-party reimbursement structure established by the Resource-Based Relative Value Scale (RBRVS) system
  • Describe the structure of Medicare fraud and abuse prevention
  • Identify the major components of Managed Health Care
• Reimbursement, HIPAA, and Compliance

ICD-10-PCS CODING

• ICD-10-PCS Coding

ICD-10-CM CODING

• ICD-10-CM Coding

CPT CODING: ANESTHESIA SERVICES

• CPT Coding: Anesthesia Services

CPT CODING: SURGERY

• CPT Coding: Surgery

CPT CODING: INTEGUMENTARY AND MUSCULOSKELETAL SYSTEMS PROCEDURES (10,000 & 20,000 SERIES)

• CPT Coding: Integumentary and Musculoskeletal Systems Procedures (10,000 & 20,000 Series)

CPT CODING: RESPIRATORY SYSTEM PROCEDURES (30,000 SERIES)

• CPT Coding: Respiratory System Procedures (30,000 Series)

CPT CODING: CARDIOVASCULAR SYSTEM PROCEDURES (30,000 SERIES)

Healthcare coding procedures can become extremely complex as the procedures and surgeries grow in complexity as well. In order to properly code the procedures and services provided for each patient, healthcare professionals who work in billing for Cardiovascular System services and procedures require a fundamental understanding of 3 different sections of the CPT: Surgery, Medicine and Radiology.

In order to facilitate the correct identification of services and their location within the CPT manual, healthcare professionals must have a sound understanding of extensive anatomical information and terminology.

Billing professionals who master these 3 sections and the interplay between them are a valuable asset to any medical practice.

After completing this resource, learners will be able to:

  • Organize cardiovascular services according to the Surgery, Medicine, and Radiology specialties
  • Differentiate among the rules for coding across the three CPT sections
  • Apply guidelines and rules to correctly report cardiovascular services
  • Apply anatomical information and cardiovascular terminology to locate correct codes
• CPT Coding: Cardiovascular System Procedures (30,000 Series)

CPT CODING: HEMIC, LYMPHATIC, MEDIASTINUM, AND DIAPHRAGM PROCEDURES (30,000 SERIES)

Healthcare coding procedures can become extremely complex as the procedures and surgeries grow in complexity as well. In order to properly code the procedures and services provided for each patient, healthcare professionals who work in billing require a fundamental understanding of the Surgery section of the CPT and it's various subsections.

Specifically, this section covers the Hemic and Lymphatic systems - the spleen, lymph nodes, and lymphatic channels, as well as bone marrow and stem cell procedures. Also within this section is coding for Mediastinum and Diaphragm services - those areas between the lungs and the muscles that make up the diaphragm. Though less common, billing professionals who master these skills will be essential to any medical practice.

After completing this resource, learners will be able to:

  • Assign codes to the hemic and lymphatic systems services
  • Assign codes to mediastinum and diaphragm services
  • Identify procedures relating to the spleen and corresponding systems
• CPT Coding: Hemic, Lymphatic, Mediastinum, and Diaphragm Procedures (30,000 Series)

CPT CODING: DIGESTIVE SYSTEM PROCEDURES (40,000 SERIES)

Healthcare coding procedures can become extremely complex as the procedures and surgeries grow in complexity as well. In order to properly code the procedures and services provided for each patient, healthcare professionals who work in billing require a fundamental understanding of the Surgery section of the CPT, specifically the Digestive System.

Mastering coding for procedures and services related to the abdomen, the peritoneum, and the momentum as well as hernia repairs will ensure healthcare professionals are able to properly bill and code for these common procedures.

Billing professionals require a firm grasp on of these common coding sections and the various procedures applicable to both systems. After completing this resource, learners will be able to:

  • Review the format and codes of the Digestive System subsection
  • Identify the anatomy and terminology of the digestive system sites and organs
  • Apply guidelines and rules to correctly code procedures within the Digestive System subsection
• CPT Coding: Digestive System Procedures (40,000 Series)

CPT CODING: URINARY AND MALE REPRODUCTIVE SYSTEMS PROCEDURES (50,000 SERIES)

Healthcare coding procedures can become extremely complex as the procedures and surgeries grow in complexity as well. In order to properly code the procedures and services provided for each patient, healthcare professionals who work in billing require a fundamental understanding of 2 subsections of the Surgery section of the CPT: the Urinary System and the Male Genital System. Both organized anatomically, these subsections contain coding applications for common procedures.

Billing professionals require a firm grasp on of these common coding sections and the various procedures applicable to both systems.

After completing this resource, learners will be able to:

  • Align procedures to anatomical structures within the urinary and male genital system subsections
  • Apply rules and guidelines to correctly assign codes to urinary system procedures
  • Apply rules and guidelines to correctly assign codes to male genital system procedures
  • Align procedures to anatomical structures in the male genital system subsection
• CPT Coding: Urinary and Male Reproductive System Procedures (50,000 Series)

CPT CODING: FEMALE REPRODUCTIVE SYSTEM, MATERNITY CARE, AND DELIVERY PROCEDURES (50,000 SERIES)

Healthcare coding procedures can become extremely complex as the procedures and surgeries grow in complexity as well. In order to properly code the procedures and services provided for each patient, healthcare professionals who work in billing require a fundamental understanding of 4 different subsections of the Surgery section of the CPT: the Reproductive System and Intersex Surgery procedures, the Female Genital System and the Maternity Care and Delivery section.

Billing professionals require a firm grasp on of these common coding sections and the various procedures applicable to both systems.

After completing this resource, learners will be able to:

  • Apply guidelines and rules to correctly code reproductive and intersex surgery services
  • Apply guidelines and rules to correctly code female genital system procedures
  • Apply guidelines and rules to correctly code maternity care and delivery procedures
  • Align procedures to anatomical structures in the female genital system subsection
  • Define services in the global maternity and delivery packages
  • Align procedures to the period performed, from ante- to postpartum, for maternity and delivery care.
• CPT Coding: Female Reproductive System, Maternity Care, and Delivery Procedures (50,000 Series)

CPT CODING: ENDOCRINE AND NERVOUS SYSTEM PROCEDURES (50,000 & 60,000 SERIES)

Healthcare coding procedures can become extremely complex as the procedures and surgeries grow in complexity as well. In order to properly code the procedures and services provided for each patient, healthcare professionals who work in billing require a fundamental understanding of 2 subsections of the Surgery section of the CPT: the Endocrine and Nervous Systems.

The Endocrine System involves procedures related to various glands within the body and the Nervous System codes cover procedures for both the central and peripheral nervous system elements. Both organized anatomically, these subsections contain coding applications for common procedures.

Billing professionals require a firm grasp on of these common coding sections and the various procedures applicable to both systems.

After completing this resource, learners will be able to:

  • Align procedures to the glands of the Endocrine System
  • Apply guidelines and rules to correctly code the endocrine system services
  • Align procedures to the Nervous System subsections
  • Apply guidelines and rules to correctly code the nervous system services
• CPT Coding: Endocrine and Nervous System Procedures (50,000 & 60,000 Series)

ICD-10-CM GUIDELINES

How would you feel if you spent a ton of time learning a highly complicated skill, practiced this skill throughout your career until you became an expert and could perform it with accurate and ease, and then they came along and changed everything? Well that is just what is happening with the transition of ICD-9 coding system to the new ICD-10 coding system.

The new ICD-10 coding system is here and now it is time to jump on board. The good news is that ICD-10 has been well thought out by many health care stakeholders. Once implemented fully, ICD-10 is designed to collect health care data so that the information can be better used to solve health care problems and answer health care questions.

This resources explains how and why ICD-10 was created and the first steps in using the new system

After completing this resource, learners will be able to:

  • Identify the first-listed diagnosis in an encounter or visit
  • Describe the coding guidelines for unconfirmed diagnoses
  • Describe the coding guidelines for outpatient surgery
  • Describe the coding guidelines for additional diagnoses
  • Explain Z code reporting
  • Distinguish between first-listed conditions and coexisting conditions
  • Describe the reporting of an observation stay
  • Describe the reporting of an uncertain diagnosis
  • Describe the coding guidelines for chronic diseases
  • Describe the coding guidelines for diagnostic services
  • Distinguish between ICD-9-CM coding and ICD-10-CM coding
  • Discuss the challenges and benefits of the ICD-10-CM coding system
• ICD-10-CM Guidelines

CPT CODING: EYE AND OCULAR ADNEXA, AUDITORY SYSTEM, AND OPERATING MICROSCOPE PROCEDURES

Healthcare coding procedures can become extremely complex as the procedures and surgeries grow in complexity as well. In order to properly code the procedures and services provided for each patient, healthcare professionals who work in billing require a fundamental understanding of the final 3 parts of the CPT Surgery section: the Eye & Adnexa subsection, the Auditory subsection and the Operating Microscope Subsection.

Depending on the specialty of any medical practice, billing professionals should be as familiar as possible with the CPT coding procedures applicable to the particular practice they're in.

Billing professionals require a firm grasp on of these common coding sections and the various procedures applicable to both systems.

After completing this resource, learners will be able to:

  • Code eye and ocular adnexa services
  • Code auditory system services
  • Report the use of an operating microscope
• CPT Coding: Eye and Ocular Adnexa, Auditory System, and Operating Microscope Procedures

CPT CODING: RADIOLOGY PROCEDURES

Healthcare coding procedures can become extremely complex as the procedures and surgeries grow in complexity as well. In order to properly code the procedures and services provided for each patient, healthcare professionals who work in billing require a fundamental understanding of radiological services to diagnose and treat patients. Often coded as a component of combinations services, radiology services are also coded independently for a variety of common procedures including diagnostic ultrasound, mammography, radiation oncology and a number of others.

Billing professionals require a firm grasp on of these common coding sections and the various procedures applicable to both systems.

After completing this resource, learners will be able to:

  • Align radiology terminology to appropriate procedures
  • Describe component coding in the reporting of radiology services
  • Apply rules and guidelines to correctly code radiology services and procedures
• CPT Coding: Radiology Procedures

CPT CODING: PATHOLOGY AND LABORATORY PROCEDURES

Healthcare coding procedures can become extremely complex as the procedures and surgeries grow in complexity as well. In order to properly code the procedures and services provided for each patient, healthcare professionals who work in billing require a fundamental understanding of radiological services to diagnose and treat patients. Often coded as a component of combinations services, Pathology and Laboratory services are commonly billed independently as well. Healthcare professionals performing pathology and lab services should have a fundamental understanding of the coding requirements for these services in order to adhere to standards relating to follow-up tests, depending on primary results.

Billing professionals require a firm grasp on of these common coding sections and the proper facility that should be billing for them directly in order to avoid duplication and resulting inefficiencies.

After completing this resource, learners will be able to:

  • Align pathology and laboratory terminology with CPT subheadings for related services
  • Describe the use of venipuncture with pathology and laboratory services
  • Define a facility indicator
  • Apply guidelines to correctly code pathology and laboratory services
• CPT Coding: Pathology and Laboratory Procedures

CPT CODING: MEDICINE PROCEDURES

• CPT Coding: Medicine Procedures

INPATIENT CODING

• Inpatient Coding

ICD-10-CM: ORGANIZATION AND RULES

• ICD-10-CM: Organization and Rules

ICD-10-CM CHAPTER-SPECIFIC GUIDELINES

• ICD-10-CM Chapter-Specific Guidelines

INTRODUCTION TO THE CPT AND LEVEL II NATIONAL CODE (HCPCS)

• Introduction to the CPT and Level II National Code (HCPCS)

CPT MODIFIERS

• CPT Modifiers

CPT CODING: EVALUATION AND MANAGEMENT SERVICES

Healthcare professionals who work in the billing realm of the medical industry require a fundamental understanding of the Current Procedural Terminology (CPT) manual, its structure and guidelines for applying codes to various procedures and services. The Evaluation and Management (E/M) section of the CPT is the most commonly used section for coding. E/M codes cover all diagnostic services provided by a physicians based on place of service, type of service and patient status.

In order to effectively work with these codes, healthcare professionals should understand the impact of patient history, examination, medical decision-making and other contributing factors to E/M code selection.

After completing this resource, learners will be able to:

  • Explain the three components of E/M code assignment
  • Analyze documentation of patient history, examination, and medical decision-making according to the level of service, and then use your knowledge to select the correct codes
  • Assess contributing factors as they apply to the level of service and code selection
  • Apply CMS Documentation Guidelines to assign codes to E/M services
• CPT Coding: Evaluation and Management Services

Medical Terminology

AN INTRODUCTION TO MEDICAL TERMINOLOGY

The field of medical terminology relies on a structured vocabulary to convey specific information. Breaking down medical terms into component parts is an effective way to understand its meaning. This is true regardless of medical specialty, and so being comfortable with using this approach is vital to success in the field of medicine.

This resource examines the structure of medical terminology and provides the tools for you to recognize, analyze, and write medical terms. Word roots, suffixes, prefixes, and combining vowels are combined to create medical terms.

After completing this resource, learners will be able to:

  • Explain the role of medical terminology in the healthcare field List the types of medical terms
  • Describe the word parts that make up a medical term
  • Apply rules for combining word parts to create medical terms Use strategies to analyze medical terms
• An Introduction to Medical Terminology

MEDICAL TERMINOLOGY OF THE FEMALE REPRODUCTIVE SYSTEM, OBSTETRICS, AND GYNECOLOGY

• Medical Terminology of the Female Reproductive System, Obstetrics, and Gynecology

MEDICAL TERMINOLOGY OF THE NERVOUS SYSTEM AND NEUROLOGY

A neurologist diagnoses and treats conditions of the brain, spinal cord, and nerves. Examples of these include epilepsy, coma, Alzheimer disease, paralysis, and migraines. Surgeons specializing in the nervous system are called neurosurgeons.

This resource covers the terms and combinations used in the specialty of neurology, which addresses the diagnosis and treatment of conditions affecting the nervous system - the brain, spinal cord and nerves that form an intricate network throughout the body. Students will review the anatomy and physiology of the two types of nerve cells and the body's central and peripheral nervous systems. Students will also practice building medical terms related to neurology and common pathologies that may affect the nervous system.

After completing this resource, learners will be able to:

  • Define the medical specialty of neurology
  • Review basic anatomy of the brain, spinal cord and nerves
  • Identify common roots, combining forms, suffixes, and abbreviations related to the nervous system
  • Build medical terms related to the nervous system
• Medical Terminology of the Nervous System and Neurology

MEDICAL TERMINOLOGY OF THE ENDOCRINE SYSTEM AND ENDOCRINOLOGY

An endocrinologist deals with conditions resulting from impaired secretion of hormones and over-secretion of hormones. Diabetes is the most common example. Other examples include myxedema, dwarfism, thyrotoxicosis, and Cushing syndrome.

This resource covers the terms and combinations used in the specialty of endocrinology, which addresses the diagnosis and treatment of conditions resulting from hormone imbalance. Students will review the anatomy and glands that make up the endocrine system and practice building medical terms related to endocrinology. Students will further examine several pathologies resulting from malfunction of hormone secretion.

After completing this resource, learners will be able to:

  • Define the medical specialty of endocrinology
  • Review basic anatomy of the glands of the endocrine system
  • Identify common roots, combining forms, suffixes, and abbreviations related to the endocrine system
  • Build medical terms related to the endocrine system
• Medical Terminology of the Endocrine System and Endocrinology

MEDICAL TERMINOLOGY OF THE EAR, NOSE, AND THROAT: OPHTHALMOLOGY AND OTORHINOLARYNGOLOGY

• Medical Terminology of the Ear, Nose, and Throat: Ophthalmology and Otorhinolaryngology

AN INTRODUCTION TO ANATOMICAL TERMINOLOGY

• An Introduction to Anatomical Terminology

MEDICAL TERMINOLOGY OF THE INTEGUMENTARY SYSTEM AND DERMATOLOGY

• Medical Terminology of the Integumentary System and Dermatology

MEDICAL TERMINOLOGY OF THE MUSCULOSKELETAL SYSTEM AND ORTHOPEDICS

Medical terminology requires the study of different root terms, combinations of terms and the various suffixes and forms they can take to mean different things. Orthopedists treat conditions of the body’s bones, joints, and muscles. This can include, for example, fractures, tumors, arthritis, carpal tunnel syndrome, muscular dystrophy, and other conditions.

This resource reviews the anatomy of the skeletal system and practice building medical terms related to orthopedics. You will also examine several pathologies of the skeletal and muscular systems. This resource covers the terms and combinations used in the specialty of orthopedics, which addresses the diagnosis and treatment of conditions affecting the musculoskeletal system - the joints, bones and muscles that make up the body.  

After completing this resource, learners will be able to:

  • Define the medical specialty of orthopedics
  • Review basic anatomy of the musculoskeletal system
  • Identify common roots, combining forms, suffixes, and abbreviations related to the musculoskeletal system
  • Build medical terms related to the musculoskeletal systems
• Medical Terminology of the Musculoskeletal System and Orthopedics

MEDICAL TERMINOLOGY OF THE CARDIOVASCULAR SYSTEM AND CARDIOLOGY

Cardiology covers the treatment of many common diseases including coronary artery disease and hypertension, but it also includes many diagnostic and therapeutic procedures. Medical terminology requires the study of different root terms, combinations of terms and the various suffixes and forms they can take to mean different things. Building medical terms related to cardiology requires an examination of some common pathologies including congenital defects, myocardial infarction, hypertension, aneurism, and others.

This resource covers the terms and combinations used in the specialty of cardiology, which addresses the diagnosis and treatment of conditions affecting the cardiovascular system - the heart and various blood vessels that circulate throughout the body. Students will review the anatomy of the cardiovascular system and practice building medical terms related to cardiology.

After completing this resource, learners will be able to:

  • Define the medical specialty of cardiology
  • Review basic anatomy of the cardiovascular system
  • Identify common roots, combining forms, suffixes, and abbreviations related to the cardiovascular system
  • Build medical terms related to the cardiovascular system
• Medical Terminology of the Cardiovascular System and Cardiology

MEDICAL TERMINOLOGY RELATED TO HEMATOLOGY AND IMMUNOLOGY

Medical terminology requires the study of different root terms, combinations of terms and the various suffixes and forms they can take to mean different things. This resource covers the terms and combinations used for hematology and immunology. Hematology is the medical specialty that addresses disorders of the blood and blood-forming tissues, while Immunology covers the body's organs, tissues and cells that protect it from pathogens.

This resource examines the components of the blood and the organs treated in immunology as well as pathologies that affect these systems. Students will review the anatomy of the both systems and practice building medical terms related to hematology and immunology.

After completing this resource, learners will be able to:

  • Define the medical specialties of hematology and immunology
  • Review basic anatomy of the blood and immune systems
  • Identify common roots, combining forms, suffixes, and abbreviations related to the blood and immune systems
  • Build medical terms related to the blood and immune systems
• Medical Terminology Related to Hematology and Immunology

MEDICAL TERMINOLOGY OF THE RESPIRATORY SYSTEM AND PULMONOLOGY

Pulmonologists treat lung disease, respiratory failure, and cancer of the respiratory organs. A thoracic surgeon performs surgery on these structures. A respiratory therapist is a healthcare provider who specializes in administering breathing treatments and administering oxygen therapy. The lower respiratory system consists of the respiratory organs located within the thoracic cavity.

This resource covers the terms and combinations used in the specialty of pulmonology, which addresses the diagnosis and treatment of conditions affecting the lower respiratory system - the respiratory organs within the thoracic cavity including the lungs, trachea, bronchi and pleura. Students will review the anatomy of the lower respiratory system and practice building medical terms related to pulmonology as well as the common pathologies of the bronchial tubes, lungs and pleural cavities.

After completing this resource, learners will be able to:

  • Define the medical specialty of pulmonology
  • Review basic anatomy of lower respiratory system
  • Identify common roots, combining forms, suffixes, and abbreviations related to the lower respiratory system
  • Build medical terms related to the lower respiratory systems
• Medical Terminology of the Respiratory System and Pulmonology

MEDICAL TERMINOLOGY OF THE DIGESTIVE SYSTEM AND GASTROENTEROLOGY

Gastroenterologists treat conditions ranging from ulcers to gallbladder and liver disease to chronic conditions such as Crohn’s disease. Medical terminology requires the study of different root terms, combinations of terms and the various suffixes and forms they can take to mean different things.

This resource covers the terms and combinations used in the specialty of gastroenterology, which focuses on diseases related to the lower gastrointestinal tract from start to finish, including the stomach, liver, colon, appendix and others. Students will review the anatomy of the digestive system and practice building medical terms related to gastroenterology as well as common pathologies of the lower gastrointestinal tract.

After completing this resource, learners will be able to:

  • Define the medical specialty of gastroenterology
  • Review basic anatomy of the digestive system
  • Identify common roots, combining forms, suffixes, and abbreviations related to the digestive system
  • Build medical terms related to the digestive system
• Medical Terminology of the Digestive System and Gastroenterology

MEDICAL TERMINOLOGY OF UROLOGY, AND NEPHROLOGY: URINARY AND MALE REPRODUCTIVE SYSTEMS

• Medical Terminology of Urology, and Nephrology: Urinary and Male Reproductive Systems

Dental Administrative Assistant

HISTORY OF DENTISTRY

The Healthcare industry covers a variety of special practices within both the medical and dental fields. Understanding healthcare overall requires a specific understanding of the history of the dentistry which has many parallels to the inception of modern medical practice as well.

This resource details some of the characteristics and personal qualities necessary for professionals in dentistry. The material specifically outlines each member of the dental healthcare team alongside their respective roles, responsibilities and educational requirements.

After completing this resource, learners will be able to:

  • Explain the role of Hippocrates in history
  • Name notable figures in dental history
  • Define the concept of professionalism
  • Explain the role and purpose of the professional associations in dentistry
  • Identify the various roles of dental assistants
  • Name the members of the dental healthcare team and describe their roles
  • Name and describe each of the recognized dental specialties
• History of Dentistry

THE DENTAL OFFICE

Every dental office is different, but a mastery of common applications and procedures will ensure every dental professional can be successful no matter how the office is put together.

Offices will vary in design depending on the architecture, the personal tastes of the dentists and the patients expected in the office (pediatric offices will be much different than those for adults). All offices, however, are generally designed to help calm the patients for a commonly stress-inducing event. In any event, the equipment needs to be placed in such a way that allows for the most ease of use by the technicians and dental professionals in the office.

After completing this resource, learners will be able to:

  • Describe the key points of the Americans with Disabilities Act
  • Explain the different areas within the dental office and their purpose
  • Identify the importance of a reception area
  • Explain the operation of the dental office
• The Dental Office

DENTAL ETHICS AND LAW

The healthcare profession carries with it a number of ethical principles that distinguish it from other fields, however, and requires a commitment from all healthcare professionals to the principles that define it. The practice of dentistry, along with other areas in health care, is regulated by federal and state laws.

Dentistry is a profession, not just a career, a designation which binds this practice to higher moral and ethical standards through self-regulation. This ability to self-regulate is afforded to the profession both by the government and the public it serves. As such, maintaining strict personal and professional ethics is crucial to those in the dental profession. However, what actually constitutes ethics as opposed to law, for example, is often misunderstood.

This resource explains the difference between legal and ethical issues as well as the basic ethical principles that pertain to the dental profession.

After completing this resource, learners will be able to:

  • Explain the difference between being legal and being ethical
  • Define the basic principles of ethics
  • Explain the purpose of the state dental practice act
  • Summarize the circumstances required for patient abandonment
  • Describe how to make corrections to a patient's record
• Dental Ethics and Law

COMMUNICATIONS AND PRACTICE MANAGEMENT PROCEDURES

The business of any dental office is changing every day and all dental professionals should have a handle of the basic practices and procedures common to every dental practice. Specifically, good communication is essential to any well-run business, but certainly to a dental practice. Proper communication contributes to overall patient satisfaction and determines a positive experience for both patient and practitioner from start to finish.

Dental professionals work with many business systems depending on the practice they're part of. Because these systems are necessary for a smoothly operating dental practice, it's important that all dental professionals understand the basic procedures for patient management in order to help increase overall productivity, boost patient confidence in their provider and decrease stress on everyone involved.

After completing this resource, learners will be able to:

  • Describe how to make corrections to a patient's record
  • Explain the operation of the dental office
  • Describe ways to increase patient rapport
  • Describe specific ways to accommodate patients with special needs
  • Explain the relevance of human behavior to practice management
  • Describe cultural diversity
  • Differentiate verbal and nonverbal communication
  • Identify skills necessary for a successful working relationship with colleagues
  • Identify some causes of job-related stress
  • Explain the importance of good record keeping
• Communications and Practice Management Procedures

FINANCIAL MANAGEMENT, DENTAL INSURANCE, AND SKILLS MARKETING

Proper financial management is the responsibility of everyone in the dental office. A dental practice is a business just like any other and needs to be run as such in order for the practice to be financially sound, grow successfully and retain all employees - including you! This requires a comprehensive understanding of payment and collection, insurance policies, and good business practices. Many patients will seek dental care through their dental insurance. To do so, the practice likely takes many forms of reimbursement such as dental maintenance organizations (DMOs), preferred provider organizations (PPOs), indemnity plans, and alternative plans. Additionally, some patients who seek services may not have dental insurance and are therefore self-pay.

Understanding who is eligible, how to coordinate benefits and the process of claim submission will ensure quality patient / customer service, ensure the success of the practice and solidify your place with the practice for the future.

After completing this resource, learners will be able to:

  • Demonstrate how to make financial arrangements with a patient
  • Describe how insurance benefits are calculated
  • Identify the importance and advantages of electronic claims
  • Explain what constitutes insurance fraud
  • Determine your career goals and develop a personal philosophy
  • Explain how to identify potential career opportunities
• Financial Management, Dental Insurance, and Skills Marketing

DENTAL ETHICS AND LAW

The healthcare profession carries with it a number of ethical principles that distinguish it from other fields, however, and requires a commitment from all healthcare professionals to the principles that define it. The practice of dentistry, along with other areas in health care, is regulated by federal and state laws.

Dentistry is a profession, not just a career, a designation which binds this practice to higher moral and ethical standards through self-regulation. This ability to self-regulate is afforded to the profession both by the government and the public it serves. As such, maintaining strict personal and professional ethics is crucial to those in the dental profession. However, what actually constitutes ethics as opposed to law, for example, is often misunderstood.

This resource explains the difference between legal and ethical issues as well as the basic ethical principles that pertain to the dental profession.

After completing this resource, learners will be able to:

  • Explain the difference between being legal and being ethical
  • Define the basic principles of ethics
  • Explain the purpose of the state dental practice act
  • Summarize the circumstances required for patient abandonment
  • Describe how to make corrections to a patient's record
• Dental Ethics and Law

HISTORY OF DENTISTRY

The Healthcare industry covers a variety of special practices within both the medical and dental fields. Understanding healthcare overall requires a specific understanding of the history of the dentistry which has many parallels to the inception of modern medical practice as well.

This resource details some of the characteristics and personal qualities necessary for professionals in dentistry. The material specifically outlines each member of the dental healthcare team alongside their respective roles, responsibilities and educational requirements.

After completing this resource, learners will be able to:

  • Explain the role of Hippocrates in history
  • Name notable figures in dental history
  • Define the concept of professionalism
  • Explain the role and purpose of the professional associations in dentistry
  • Identify the various roles of dental assistants
  • Name the members of the dental healthcare team and describe their roles
  • Name and describe each of the recognized dental specialties
• History of Dentistry

COMMUNICATIONS AND PRACTICE MANAGEMENT PROCEDURES

The business of any dental office is changing every day and all dental professionals should have a handle of the basic practices and procedures common to every dental practice. Specifically, good communication is essential to any well-run business, but certainly to a dental practice. Proper communication contributes to overall patient satisfaction and determines a positive experience for both patient and practitioner from start to finish.

Dental professionals work with many business systems depending on the practice they're part of. Because these systems are necessary for a smoothly operating dental practice, it's important that all dental professionals understand the basic procedures for patient management in order to help increase overall productivity, boost patient confidence in their provider and decrease stress on everyone involved.

After completing this resource, learners will be able to:

  • Describe how to make corrections to a patient's record
  • Explain the operation of the dental office
  • Describe ways to increase patient rapport
  • Describe specific ways to accommodate patients with special needs
  • Explain the relevance of human behavior to practice management
  • Describe cultural diversity
  • Differentiate verbal and nonverbal communication
  • Identify skills necessary for a successful working relationship with colleagues
  • Identify some causes of job-related stress
  • Explain the importance of good record keeping
• Communications and Practice Management Procedures

Emergency Medical Services

PREPARATION FOR EMT

Emergency Medicine is a critical part of a patients' healthcare. Ensuring all health professionals and first responders as well as lay responders have a firm grasp of the safety and first aid concepts is essential to quality healthcare delivery overall, and may mean the difference between life and death for the patient. All healthcare workers need to know what to do in an emergency, particularly in a medical environment as well as the proper precautions necessary to prevent accidents and injuries in a variety of situation. This resource takes students through the unlikely but possible disaster scenarios including fire, bombs or other explosives through some more likely situations including electrical hazards from equipment and high-voltage connections that threaten staff and patients alike. This resource also addresses precautions to be taken to avoid contact with or contamination to laboratory specimens, equipment and biological reagents. Students will further explore the various hazards associated with X-ray equipment and radio active reagents as well as mechanical hazards from various laboratory equipment they may encounter on the job. Even something as simple as a latex allergy can create a number of difficulties that healthcare workers must contend with every day. This resource will ensure students are prepared for just about anything on the job - ready to protect themselves, their colleagues and their patients.

• Preparation for EMT

TRAUMA

Trauma is the leading cause of death for people between the ages of one and 40 and a major cause of death for all other age groups. With any trauma patient, determining the cause of injury is critical to making priority decisions regarding on-scene assessment and care versus rapid transport with assessment and care continuing en route. Trauma can have an impact on almost any part of the human body, so healthcare professionals must recognize obvious injuries and maintain a high index of suspicion for hidden injuries. This resource addresses how healthcare professionals must respond to trauma victims so they can be prepared for success from day one on the job.

• Trauma

LIFE SPAN AND SPECIAL POPULATIONS

• Life Span and Special Populations

ANATOMY AND PHYSIOLOGY, PATHOPHYSIOLOGY, AND MEDICAL TERMINOLOGY

Emergencies, by definition, present healthcare professionals with a time-sensitive crisis. This limited window cannot be constrained in any way by a lack of knowledge or terminology related to the body. Knowledge of the human body and its systems is essential to high-quality patient assessment and emergency care. This understanding helps determine whether the body is functioning normally or facing life-threatening problems. Knowing how the systems are interrelated helps to determine what areas of the body to assess when a patient has a particular complaint or injury. For all healthcare professionals, the ability to use proper terminology to describe the human body is essential to be able to communicate patient information to other health care professionals concisely and accurately.

• Anatomy and Physiology, Pathophysiology, and Medical Terminology

AIRWAY

• Airway

VITAL SIGNS AND SCENE SIZE UP

• Vital Signs and Scene Size Up

PATIENT ASSESSMENT

In an emergency, healthcare professionals need to be aware of any risk that might be posed and any potential danger on the scene. Once you have ensured that the scene is safe and has been controlled, however, healthcare professionals have to be able to perform the primary patient assessment . No matter the injury or the nature of the illness, a patient assessment must be performed as all decisions about care and transport will be based on that assessment. Successful healthcare professionals who respond regularly to emergency scenes must develop a systematic assessment routine to ensure that every patient assessment is done consistently and appropriately based the illness or injury that may be present. This resource helps students to understand the importance of the patient assessment and develop systematic procedure to be applied at every scene to ensure that nothing gets missed.

• Patient Assessment

PHARMACOLOGY

Healthcare professionals who respond to emergencies carry a tremendous amount of responsibility. Quick and accurate decisions are important when administering medication to a patient - once administered, there's no going back. To mitigate any potential risks and ensure the right patient gets the right type of medication in a given situation, it is important for healthcare professionals responding to emergencies to have a fundamental understanding of pharmacology. Knowledge of related medical terms and the ability to differentiate among different drug names will help ensure correct medication administration in any crises. The more familiar healthcare professionals are with these areas, the faster and better their decisions will be when it counts in an emergency.

• Pharmacology

SHOCK AND RESUSCITATION

Shock is a critical condition that can lead to death. To provide effective emergency care, healthcare professionals must determine the underlying cause of the shock in order to properly treat the patient. However, children, adults, and geriatric patients will not necessarily display the same signs and symptoms when in shock, so it's important for healthcare professionals to recognize the signs and symptoms for any given patient. Given the potential for a severe or fatal event resulting from cardiac shock, for example, healthcare professionals must treat every patient with signs and symptoms of cardiac compromise as a cardiac emergency. This is a situation where seconds count, so healthcare professionals must know how to respond to shock to the point where it is reflexive so that no time is wasted on second guesses.

• Shock and Resuscitation

MEDICAL EMERGENCIES, PART 1

One of the most challenging aspects of being a healthcare professional in emergencies is the sheer variety of emergencies you can face each day. For this reason, healthcare professionals who respond to emergency scenes have to be able to recognize all kinds of different ailments that could become more and more troubling if they go unnoticed. This resource addresses the most common emergencies healthcare professionals face on the job from respiratory distress, pediatric and geriatric patient issues, to common cardiac emergencies, altered mental states, stroke, seizures, anaphylaxis, and diabetes. All of these are possible when arriving on the scene, so it's imperative to have an understanding of these common conditions from day one on the job.

• Medical Emergencies, Part 1

MEDICAL EMERGENCIES, PART 2

One of the most challenging aspects of being a healthcare professional in emergencies is the sheer variety of emergencies you can face each day. For this reason, healthcare professionals who respond to emergency scenes have to be able to recognize all kinds of different ailments that could become more and more troubling if they go unnoticed. This resource addresses the most common emergencies healthcare professionals face on the job from toxicology emergencies and abdominal, gynecological, genitourinary and renal issues to environmental emergencies, drowning and diving emergencies as well as various behavioral emergencies. All of these are possible when arriving on the scene, so it's imperative to have an understanding of these common conditions from day one on the job.

• Medical Emergencies, Part 2

Nursing Assistant

AN OVERVIEW OF THE HEALTHCARE SYSTEM

Health care is a rewarding and expanding field to work in. In health care, you assist and work closely with people every day. Families trust you with the lives of their loved ones as you assist them in recovering and healing from serious injuries and diseases. This resource offers a general overview of the health care system, examining the structure of the health care system and the various ways in which health care is delivered to patients. Throughout this resource, students will explore how health care facilities are monitored, licensed, and accredited as well as differentiate between the different types of care and the various roles for each member of a health care team.

• An Overview of the Healthcare System

PATIENT ENVIRONMENT AND COMFORT

• Patient Environment and Comfort

PATIENT HYGIENE

Patient hygiene is essential to all aspects of healthcare. Whether tending to a long-term surgical patient or an assisted-living resident, hygiene is of the utmost importance in the upkeep of the patient's overall health, preventing infection and general comfort.

• Patient Hygiene

SKIN CARE

Many things must be monitored while a patient is in your care - particularly long term. Skin care is an essential part of ensuring patient comfort and safety during a stay in a hospital or other health care facility. Many aspects of these environments may increase a patient's risk of developing skin conditions. Bed sores, for instance, are a common condition that develops from different pressure points on the body particularly with those patients who are less mobile during their stay. This resource examines the importance of observing a client's skin and ways to keep it healthy and protected. The resource also explores how pressure ulcers form, and methods to prevent them to ensure the utmost patient care and comfort.

• Skin Care

NUTRITION AND HYDRATION

When at their most vulnerable, patients required proper nutrition and hydration to keep them strong, help their body heal and mitigate potential complications. Most often, these responsibilities fall on healthcare professionals working with patients every day to ensure patients receive the proper meals, take in enough liquids to keep hydrated and monitor patient intake as best as possible. This resource examines specific areas dealing with the nutrition and hydration our bodies need. By understanding the basic principles of nutrition and different types of diets, students' knowledge is expanded on how to care for the most basic human needs. Finally, this resource also explores alternative feeding methods, additional foods and fluids that may be required, and how to measure or record fluid intake.

• Nutrition and Hydration

ELIMINATION

Though often not thought of when entering a hospital, patients still need to be able to eliminate waste during their stay. Healthcare professionals face many responsibilities within their occupation and this is certainly one of them - helping a patient at their most vulnerable, when they're most dependent is no easy task. The body must go through certain processes in order for it to maintain homeostasis. Elimination of waste is a normal and necessary bodily function. As a healthcare professional, some patients might need your assistance in order to properly and sanitarily produce waste. This resource examines the elimination process and needs of patients and how healthcare professionals can best assist patients in this capacity.

• Elimination

COGNITIVE IMPAIRMENT

Cognitive impairment is a widespread ailment that many long-term care residents face. Cognitive impairments are disorders that require special skills from medical professionals working in this area. This resource dives into the causes behind cognitive impairment and the challenges associated with the two most common types: Dementia and Alzheimer's disease. The resource not only discusses various cognitive disorders including these two, but also goes through specific care techniques medical professionals should utilize when caring for residents, including how to ensure their care and safety, how to prevent additional disorientation, and how to squelch harmful situations and disorderly behaviors. As more and more of the population begins the aging process, an understanding of these disorders is essential to any healthcare professional, particularly those working in assisted living or as home health aides.

• Cognitive Impairment

ENSURING PATIENT RIGHTS

• Ensuring Patient Rights

COMMUNICATION AND INTERPERSONAL SKILLS

Effective communication is essential to success in any profession. In healthcare, it can be a matter of life or death. Communication difficulties that may be present in some professional settings simply cannot exist in an effective healthcare setting which is why it is imperative for healthcare professionals at all levels to master interpersonal communication skills. This resource tackles the tips and tricks for broadening communication efforts among and between staff as well as common impediments to effective communication that, if not corrected, could adversely affect a healthcare facility and the patients they serve. Tackling the demands of active listening and brainstorming, this resource will ensure all members of the healthcare team are acting efficiently, effectively and professionally.

• Communication and Interpersonal Skills

INFECTION CONTROL IN THE HEALTHCARE FACILITY

Being a competent healthcare professional involves a high tolerance for sickness, compassion for people, and a strong working knowledge of infection—not only the cause of infection, but also how to care for patients who have an infectious condition and how to prevent infection from spreading. From ensuring that the environment is clean, to discussing how to best wash your hands, how to handle patients in isolation and other standard procedures, as well as how to handle infectious waste, all healthcare professionals must know how to do each of these things in detail. This resource focuses on what healthcare professionals can do to help prevent the spread of the disease throughout the facility, to other individuals and to healthcare staff as well. This resource examines all aspects of infection control, and how to help prevent infection before its onset.

• Infection Control in the Healthcare Facility

PATIENT ENVIRONMENT, SAFETY, AND EMERGENCIES

To do the jobs effectively, healthcare professional must be able to navigate emergency situations and assess safety issues at all times - all while keeping calm, keeping patients calm and working in a constantly changing, intense environment. This resource explores general safety procedures to follow in a hospital as well as how to handle safety situations in the case of an emergency. The resource also addresses the importance of training so healthcare professionals at all levels can be prepared for any event.

• Patient Environment, Safety, and Emergencies

BASIC ANATOMY AND BODY SYSTEMS: PART I

Have you ever wondered how your brain knows to tell your stomach that you are hungry? Or, how you are able to move your body freely without telling it to do so? Anatomy and physiology is the study of the structure and function of the human body. All body systems play an integral role in the overall functionality and health of a human being. This resource explores the varying structures of the human body and the function of these parts. Students will gain an understanding of core foundational concepts regarding anatomy and physiology that apply to the respiratory, circulatory, gastrointestinal, urinary, and endocrine systems. Healthcare professionals at all levels require a fundamental understanding of all of these systems, the interplay between them and how all of them work together to maintain homeostasis for the body.

• Basic Anatomy and Body Systems: Part I

BASIC ANATOMY AND BODY SYSTEMS: PART II

Have you ever wondered how your brain knows to tell your stomach that you are hungry? Or, how you are able to move your body freely without telling it to do so? Anatomy and physiology is the study of the structure and function of the human body. All body systems play an integral role in the overall functionality and health of a human being. This resource explores the varying structures of the human body and the function of these parts. Students will gain an understanding of core foundational concepts regarding anatomy and physiology that apply to the reproductive, integumentary, musculoskeletal and nervous systems. Healthcare professionals at all levels require a fundamental understanding of all of these systems, the interplay between them and how all of them work together to maintain homeostasis for the body.

• Basic Anatomy and Body Systems: Part II

VITAL SIGNS AND MEASUREMENT

One of the most common tasks for healthcare professionals - particularly on the clinical side - is to take the patients' vital signs. While typically done at the beginning of the patient encounter, the supervising physician may request this at various times throughout the patients' visit and/or specific intervals. Vital sigs include measuring the pulse rate, respiration rate, temperature, and blood pressure. Height and weight are also measured at this time. All of this data is recorded in the patients' files for purposes of both keeping a complete medical history and also serving as the basis of the physicians' exam. Given how often this data is taken and important it is to the physician and patient care, healthcare professionals in a clinical setting must be able to perform these procedures efficiently and safely. These are the basic steps in preparing for the patient encounter and assisting the physician in routine exams, so all clinical healthcare professionals should have a firm grasp on these procedures.

• Vital Signs and Measurement

BODY MECHANICS

• Body Mechanics

Dental Assistant

DENTAL DISEASE AND INFECTION CONTROL

Good oral health is essential to the overall health of the patient. Preventing caries, oral diseases and infection control are extremely important in dentistry and healthcare professionals working in the dental field should be well-versed in these issues so that they can convey the importance of oral health to patients.

All healthcare professionals working in these offices are at significant risk of exposure to disease-causing agents through contact with blood, body fluids, and other potentially infectious materials. As such, it is imperative to have a comprehensive understanding of the types of infections, their modes of transmission, and ways to control infection are important to protect both patients and staff. By exercising the universal precautions addressed in this resource, students will have the tools necessary to minimize the risk of disease transmission in the dental office.

After completing this resource, learners will be able to:

  • Describe a pathogen
  • Explain the chain of infection
  • Describe the difference between acute, latent, and chronic infections
  • Summarize the transmission of disease in a dental office
  • List the steps for universal and standard precautions and their importance in the dental office
  • Demonstrate proper hygiene and waste management techniques
• Dental Disease and Infection Control

DENTAL CARIES AND PERIODONTAL DISEASE

• Dental Caries and Periodontal Disease

ORAL HEALTH AND NUTRITION

Dental professionals are the first line of defense in terms of educating the patient on proper home oral hygiene and the importance of dental check-ups in order to maintain good oral health. During office visits, a patient's home healthcare is assessed by dental professionals who need to be able to offer pointers to patients on better home healthcare needs. In many instances, dental professionals will also need to coach parents on better nutrition that affects oral health.

Better diets and overall home healthcare contribute immensely to the overall oral health and longevity of a patient's teeth and the dental professional is essential to this process.

After completing this resource, learners will be able to:

  • Summarize the risks for dental disease
  • Identify the benefits of fluoride and its application
  • Discuss proper nutrition and the benefit of a balanced diet on oral health
  • Identify the components and formation of plaque and calculus
  • Explain the techniques for good oral home health care Identify the signs and symptoms of common eating disorders
• Oral Health and Nutrition

INSTRUMENT PROCESSING AND STERILIZATION

Proper instrument processing and sterilization is an essential component of any dental office in order to mitigate the spread of certain pathogens, infection and disease between patients and/or to the office staff. The Centers for Disease Control (CDC) has strict guidelines for the sterilization of dental equipment for precisely these reasons.

Healthcare professionals in the dental office are responsible for processing contaminated instruments so they can be reused. This process is more complex than just sterilization of the instruments. Rather, several steps are involved in the proper processing of contaminated dental instruments and dental professionals should have a comprehensive understanding of not only the overall processes, but exactly why each step is taken so that they can understand how the instruments become sterile for use once again.

This resource will address this entire process as a necessary component of any dental professionals' skillset.

After completing this resource, learners will be able to:

  • Explain critical, semicritical, and non-critical items and how they are processed
  • Describe how to transport contaminated items
  • Explain how to clean instruments
  • Summarize the use of the ultrasonic cleaner
  • Explain how to package and sterilize instruments, and monitor the package indicators using an autoclave
  • Identify the proper way to use liquid sterilants
  • Summarize how to sterilize dental handpieces
• Instrument Processing and Sterilization

OCCUPATIONAL HEALTH AND SAFETY AND WATER LINES

• Occupational Health and Safety and Water Lines

DENTAL EXAMINATION AND TREATMENT PLANNING

• Dental Examination and Treatment Planning

CARING FOR THE DENTAL PATIENT

• Caring for the Dental Patient

DENTAL INSTRUMENTS

• Dental Instruments

DENTISTRY AND ERGONOMICS

• Dentistry and Ergonomics

MOISTURE CONTROL

• Moisture Control

DENTAL PHARMACOLOGY AND PAIN CONTROL

• Dental Pharmacology and Pain Control

DENTAL RADIOGRAPHY

• Dental Radiography

DENTAL FILM AND PROCESSING PROCEDURES

• Dental Film and Processing Procedures

INTRAORAL RADIOGRAPHIC PROCEDURES

• Intraoral Radiographic Procedures

EXTRAORAL AND DIGITAL RADIOGRAPHIC PROCEDURES

• Extraoral and Digital Radiographic Procedures

RESTORATIVE AND AESTHETIC DENTAL MATERIALS

• Restorative and Aesthetic Dental Materials

DENTAL LINERS, BASES, AND BONDING SYSTEMS

• Dental Liners, Bases, and Bonding Systems

IMPRESSION MATERIALS AND LABORATORY MATERIALS AND PROCEDURES

A number of dental appliances are in use by dental professionals in order to ensure proper patient care every day. Bridges, dentures and crowns are some of those items that are fabricated in the dental laboratory for placement in the patient once finished. Many times these labs are on-site but they can also be done in off-site labs where impressions are sent for the appliances to be created. In either case, dental professionals are often charged with taking the impressions of the tooth, teeth, or arch from which the prosthesis will be created.

An impression is simply a negative 3D image of the structure that's being replaced. Impressions can also be used to fabricate athletic guards, bruxing splints for people that grind their teeth and trays used for whitening purposes on the cosmetic side. In all instances, accurate and usable impressions need to be taken from the patient in order to produce the highest quality appliance for their use.

Dental professionals who complete this resource will have a comprehensive understanding of the entire impression process from mixing the materials to packing and sending out the impressions to the lab.

After completing this resource, learners will be able to:

  • Summarize when an impression is needed, how to mix the materials, and how to take an impression
  • Identify the different tray types and sizes
  • Explain the difference between a preliminary and final impression
  • Describe how to sanitize the impression, wrap and pack it, write the instructions, and send it to a laboratory
  • Explain how to create a gypsum model using an alginate impression and how to properly trim it
  • Summarize the use of dental waxes and compounds
  • Explain how to make a custom tray
• Impression Materials and Laboratory Materials and Procedures

GENERAL DENTISTRY AND MATRIX SYSTEMS

General dentistry, or Operative Dentistry, involves the restoration of teeth with carious lesions or disease. The general dentist also performs esthetic dentistry in which the dentist uses materials that resemble the original color and shape of the teeth. Teeth come in all shapes and sizes; they can often be discolored, misshapen, malformed or misaligned. For carious lesions that include interproximal surfaces, a matrix system will need to be applied to restore the tooth. These systems wrap around the teeth and ensure that when the material is place into the form, it will stay in the shape of the tooth.

Dental professionals in all offices should be prepared to select the matrix system and seating them on the tooth. This resource will go into further detail on these intricate processes and ensure students have a full understanding of the matrix systems.

After completing this resource, learners will be able to:

  • Summarize the steps of cavity preparation
  • Name the cavity classifications, their preparations, and restorations
  • Summarize the procedures that are often performed in operative dentistry
  • Describe the purpose of various matrix bands and how to place them
  • Summarize alternative matrix systems
  • Identify the chemicals or substances present in tooth whiteners
  • Describe the specific tasks of the dental assistant during tooth whitening
• General Dentistry and Matrix Systems

GENERAL ANATOMY & PHYSIOLOGY

Proper dental care requires a sound understanding of human anatomy and physiology - not just the mouth and teeth. In fact, the mouth and teeth can be indicative of a variety of medical issues that are completely unrelated to dentistry, which is why healthcare professionals benefit tremendously from an understanding of dental anatomy. Nonetheless, it's imperative for dental professionals to understand the ways in which human anatomy and physiology are affected by various dental conditions, procedures and ailments.

This resource addresses all of the major body systems, tissues, cells and regions as well as the various disorders that can affect them including the signs and symptoms of each.

After completing this resource, learners will be able to:

  • Define the difference between anatomy and physiology
  • Identify the body planes and associated body directions, the body systems, cavities, and regions
  • List the components of a cell
  • Identify and describe the four types of tissues in the human body
  • Name and locate each of the eleven body systems and their functions
  • Describe the signs and symptoms of common disorders related to each body system
• General Anatomy & Physiology

CORONAL POLISHING AND DENTAL SEALANTS

Coronal polishing is used to remove soft debris like plaque, stains and material alba from the crowns of the teeth. Although many consider these procedures part of the cosmetic realm of dentistry, coronal polishing also has therapeutic value, as most patients take great pride in their teeth and stain-free, white teeth contribute to better self esteem.

To the dental professional, coronal polishing is an essential process they employ every day on the job. Likewise, dental professionals use various dental sealants on the teeth to protect the them. Dental sealants are a resin material applied to the pit and fissures of teeth that protect the deeper areas from carious lesions. As a physical barrier for primary and permanent teeth, dental professionals must have a full understanding of the different uses for sealants as well as the different techniques for coronal polishing in order to maintain such sealants.

After completing this resource, learners will be able to:

  • Explain the indication and contraindication for polishing
  • Describe dental stains
  • Summarize the polishing agents and their uses
  • Explain the process for polishing, flossing, and polishing evaluation
  • Describe the reasoning for and placement of pit and fissure sealants
  • Name the indications and contraindications for pit and fissure sealants
  • List the steps in the application of pit and fissure sealants
• Coronal Polishing and Dental Sealants

FIXED PROSTHODONTICS AND PROVISIONAL COVERAGE

All dental professionals know that good oral health is essential to good systemic health. Missing teeth can lead to problems with the digestive systems, which can, in turn, affect systemic health. Teeth can be lost to a number of factors - disease, trauma, neglect - all of these can contribute to missing teeth. In all of these instances, a dental prosthesis is necessary to replace the missing teeth.

Dental professionals will aid in this process every day on the job where a fixed prosthodontic is cemented into place for the patient so that it is not removable as a full or partial denture might be. Depending on a variety of factors, the dentist might determine which type of fixed prosthodontic is best suited to restore a patient's oral structure and dental professionals at all levels should be familiar with these different processes.

After completing this resource, learners will be able to:

  • List indications and contraindications for a fixed prosthesis
  • Describe the differences among full crowns, inlays, onlays, and veneer crowns
  • Identify the components of a fixed bridge
  • Describe the function of provisional coverage for a crown or fixed bridge
  • Discuss the indications for provisional coverage for a crown or fixed-bridge preparation
  • Identify home care instructions for a patient with a permanent fixed prosthesis
• Fixed Prosthodontics and Provisional Coverage

REMOVABLE PROSTHODONTICS

• Removable Prosthodontics

DENTAL IMPLANTS AND ENDODONTIC PROCEDURES

• Dental Implants and Endodontic Procedures

PERIODONTAL AND ORAL SURGERY PROCEDURES

• Periodontal and Oral Surgery Procedures

PEDIATRIC AND ORTHODONTIC PROCEDURES

• Pediatric and Orthodontic Procedures

ASSISTING IN EMERGENCY CARE

• Assisting in Emergency Care

HEAD AND NECK ANATOMY

• Head and Neck Anatomy

THE FACE AND ORAL EMBRYOLOGY

• The Face and Oral Embryology

TOOTH DEVELOPMENT

• Tooth Development

DENTAL CHARTING

• Dental Charting

ORAL PATHOLOGY

• Oral Pathology

MICROBIOLOGY

• Microbiology

Anatomy & Physiology Basics

BODY STRUCTURE AND FUNCTION

The human body is an incredibly complex system, composed of numerous subsystems that must work together to function as a healthy, individual organism. To understand how the body as a whole maintains its health and proper functioning, you must first understand how its different parts function, both separately and together.

After completing this resource, learners will be able to:

  • Define anatomy, physiology, homeostasis, and diseases
  • Outline the levels of organization of the human body
  • Identify the major tissue types in the body
  • Identify the body systems and their major functions
  • Define anatomical position and its importance
  • Define body planes
  • Define body cavities and regions
  • Identify common anatomical directional terms
  • Identify the structures and functions of the organelles of a typical human cell
• Body Structure and Function

THE DIGESTIVE SYSTEM AND URINARY SYSTEM

Every day when we eat, a number of physiological and chemical reactions occur in the stomach and the different parts of the digestive system. Digestive organs work together to ensure that the food we eat is digested and energy is produced. They do this by secreting acids and enzymes that break down the complex compounds that make up food into simpler compounds that can be absorbed into the blood as nutrients or used to store energy. Cells later use stored energy to accomplish a variety of functions necessary for life. The parts of the food we eat that are not digestible are eliminated as waste.

After completing this resource, learners will be able to:

  • Identify the anatomical structures of the digestive system and their functions
  • Explain the physiology of digestion through the system
  • Explain how the digestive system contributes to the homeostasis of the body
  • Identify the anatomical structures of the urinary system and their functions
• The Digestive System and Urinary System

THE INTEGUMENTARY SYSTEM, SKELETAL SYSTEM, AND MUSCULAR SYSTEM

The human body is an incredibly complex system that is composed of numerous subsystems that must all work together if it is to maintain homeostasis and function as a healthy organism. The functions of support, protection, and movement are in large part the responsibility of the integumentary system, the skeletal system, and the muscular system.

After completing this resource, learners will be able to:

  • Explain the functions of the skin, including its contribution to homeostasis
  • Identify the anatomical structures of the skin
  • Explain the function of the anatomical structures of the skin
  • Describe the major functions of the skeletal system
  • Describe how the skeletal system is organized
  • Identify the anatomical structures of the skeletal system, including the major bones of the body
  • Identify the anatomical structures of the muscular system, including the major muscles of the body
  • Explain the basic concept of muscle contraction
  • Describe how the muscular system contributes to homeostasis of the body
  • Identify the anatomical structures of the muscular system, including the major muscles of the body
• The Integumentary System, Skeletal System, and Muscular System

THE NERVOUS SYSTEM, ENDOCRINE SYSTEM, AND REPRODUCTIVE SYSTEM

As we grow and interact with our environment, our bodies must adjust to changing circumstances while maintaining an internal balance called homeostasis. The coordination and control of the body’s responses to changing conditions often involves a series of complex and interrelated processes. An understanding of anatomy and physiology is necessary to explore the structures and functions of several different body systems, including the nervous system and its associated sense organs; the endocrine system and its associated organs, glands, and hormones; and the male and female reproductive systems.

After completing this resource, learners will be able to:

  • Describe the organization and major functions of the nervous system
  • Identify the anatomical structures of the nervous system and their functions
  • Explain how an electrical impulse is conducted through a nerve
  • Identify the anatomical structures of the endocrine system
  • Explain how a hormone effects a response in the body
  • Explain how the endocrine system contributes to the homeostasis of the body
  • Describe the major hormones secreted by each gland of the endocrine system, including their major functions in the body
  • Identify the anatomical structures of the male and female reproductive systems
  • Explain the basic physiology of reproduction
• The Nervous System, Endocrine System, and Reproductive System

THE RESPIRATORY SYSTEM, CIRCULATORY SYSTEM, AND LYMPHATIC SYSTEM

Every day when we eat, a number of physiological and chemical reactions occur in the stomach and the different parts of the digestive system. Digestive organs work together to ensure that the food we eat is digested and energy is produced. They do this by secreting acids and enzymes that break down the complex compounds that make up food into simpler compounds that can be absorbed into the blood as nutrients or used to store energy. Cells later use stored energy to accomplish a variety of functions necessary for life. The parts of the food we eat that are not digestible are eliminated as waste.

After completing this resource, Learners will be able to:

  • Identify the anatomical structures of the respiratory system and their functions
  • Explain the mechanics of breathing
  • Explain internal and external respiration
  • Explain how the respiratory system contributes to the homeostasis of the body
  • Identify the anatomical structures of the circulatory system
  • Explain how blood flows through the heart, lungs, and body
  • Describe the electrical conduction system of the heart
  • Explain the cardiac cycle, including how the circulatory system contributes to the homeostasis of the body
  • Describe the composition and functions of blood
  • Identify the anatomical structures of the lymphatic system
• The Respiratory System, Circulatory System, and Lymphatic System

Diversity & Cultural Competence in Healthcare

DIVERSITY AND CULTURAL COMPETENCIES

For healthcare professionals, the ability to provide quality care can be vastly improved by gaining a deeper understanding, appreciation and respect for the diverse backgrounds encountered every day on the job. American people represent a diverse tapestry of cultures, heritages and values and working as a healthcare professional in this country requires understanding and empathy for all people and their backgrounds. This resource help students to define diversity, its barriers and the process of becoming culturally aware as part of the care they provide to individuals with different habits and worldviews. The resource will also help students to explore their own backgrounds in order to understand how their views affect their initial perception of prospective patients.

• Diversity and Cultural Competencies

HEALTH DISPARITIES AND CULTURAL GROUPS

• Health Disparities and Cultural Groups

CROSS CULTURAL COMMUNICATIONS

• Cross Cultural Communications

FRAMEWORKS AND PRACTICAL APPROACHES

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• Frameworks and Practical Approaches

STRIVING FOR CULTURAL COMPETENCE

The ability to understand and appreciate other cultures is a useful skill in any field. It is especially important, however, in health care. Everyone has health issues; therefore, members of the health care profession are in contact with all types of people. This resource explores the ways in which medical professionals can use verbal and nonverbal communication and adjust their overall mindset to ensure all patients receive adequate care.

• Striving for Cultural Competence

Healthcare Career Development

PROFESSIONALISM IN HEALTHCARE

Health care is a profession with more opportunities and job prospects than any other current field. While the healthcare field demands the same level of professionalism as any other, there are some additional considerations healthcare professionals must take into account in order to be successful in this field. While working in the health care industry, it is crucial that all professionals understand the role they play, as well as how to behave in a professional manner at all times in order to ensure the care of all patients as best as possible. This resource will examine the healthcare professional as a whole as well as those characteristics that make healthcare professionals successful in their field. Additionally, this resource will take students through the cultural competencies necessary for working in an environment of diverse professionals as well as the personal and professional skills necessary for proper patient care and a successful work environment.

• Professionalism in Health Care

START YOUR CAREER, CREATE AND MANAGE YOUR BRAND

The evolution of the job market as a result of the Internet has, in some ways, returned applicants to the “old way” of searching for a job. Think about how people used to get jobs. Instead of using a résumé, people would be hired based on recommendations and on their work—which makes sense. After all, you wouldn’t hire someone to build your house if you had never seen his or her work, would you? Although the job market is more dispersed than it was a hundred years ago, technology bridges this gap, enabling candidates to not only post their qualifications in writing but also to be judged on their actual work.

Personal brands are comprised of myriad impressions that you make over time. Use branding to its fullest potential to advance yourself and your career. Thinking about your brand, beginning the long process of creating a brand, and gaining a competitive edge through your brand puts you ahead of the curve.

This resource provides instruction for users to:

  • Define brand Identify examples of good and bad brands
  • Describe the evolution of the job market and the job search
  • Explain how technology has affected the job market and the job search
  • Discuss how branding yourself gives you a competitive edge
  • Discover elements of your personal brand
  • Align personal experiences, characteristics, and skills with your desired employer
  • Write your personal narrative
  • Identify components of building a brand and a portfolio of career highlights and accomplishments
  • Compile a portfolio of artifacts that support your brand
  • Discuss skills and habits needed to successfully represent oneself in the challenging employment market for young adults
• Start Your Career, Create and Manage your brand

FOUNDATIONS FOR CREATING AN EXCEPTIONAL PATIENT EXPERIENCE

Customer service and customer satisfaction are at the forefront of the health care industry. Providing superior customer service is challenging in and of itself. Accomplishing this goal when the customer is facing an illness or crisis requires providers to be equipped with a unique set of tools. You, as a health care employee, are responsible for understanding who the customer is and what defines his or her essential needs.

Standardized systems that survey, monitor, and measure the quality and efficiency of care are in place. The introduction of the Hospital Consumer Assessment of Healthcare Providers and Systems survey has given the health care customer a valuable method to express his or her perceptions of the hospital experience. This collected data will raise the bar for quality in hospital experiences.

This resource provides instruction for users to:

  • Identify why people desire to work in health care
  • Identify who the customer is in the health care industry
  • Describe how the quality of care impacts the quality of service a customer receives
  • Explain why customer service is important
  • Define customer satisfaction
  • Identify the five needs of every customer
  • Identify external and internal customers and customer attributes
  • Describe the cost of losing a customer in the health care industry
  • Explain why HCAHPS is important in the health care and customer service industry
  • Identify the reimbursement practices of the HCAHPS survey
• Foundations for Creating and Exceptional Patient Experience

Medical Law & Ethics

BRIEF REVIEW OF MEDICAL LAW AND ETHICS

The healthcare profession carries with it a number of ethical principles that distinguish it from other fields, however, and requires a commitment from all healthcare professionals to the principles that define it. Ethics is a discipline within philosophy that exams moral choices and principles - concepts that are encountered every day on the job for healthcare professionals. Ethics has been a consideration in the practice of medicine since its early beginnings and, as it evolves, will continue to be a constant consideration for healthcare professionals as the field continues to develop, more technological advances are made, and various circumstances come about that test the principles and resolve of individuals in this challenging field every day.

• Brief Review of Medical Law and Ethics

THE LEGAL SYSTEM AND ITS IMPACT ON HEALTHCARE

• The Legal System and Its Impact on Healthcare

HEALTHCARE CLAIM TRANSMITION

• Healthcare Provider Rights and Responsibilities

PATIENT RIGHTS AND RESPONSIBILITIES

As the focus of all healthcare, this resource addresses rights and responsibilities of the patient. It provides an overview of the laws and professional requirements that regulate the delivery of health care, such as the Health Insurance Portability and Accountability Act of 1996 (HIPAA), the Patient's Bill of Rights, and standard of care. Specifically, this resource explores patients' rights, responsibilities, and self-determination. Learning about patients' rights is essential to ethical health care practice, so this resource examines the patients' bill of rights and how to successfully honor these rights. The resource also looks at simple mistakes made in keeping patient confidentiality and how to prevent these mistakes. Finally, the resource explores the various types of advance directives and the importance of obtaining patient consent to treatment.

• Patient Rights and Responsibilities

PROFESSIONAL LIABILITY AND MALPRACTICE

The healthcare system requires adherence by professionals to a code of ethics alongside myriad laws and regulations that determine how healthcare should be delivered. Chief among these are those laws addressing malpractice, negligence, unlawful practices and fraud. This resource explores unintentional acts that may cause problems for patients as well as the ways in which the law protects patients and providers in these instances. The resource further addresses a variety of unlawful practices possible in the healthcare delivery model through demonstrative scenarios.

• Professional Liability and Malpractice

Healthcare Math

WHOLE NUMBERS AND DECIMALS

Have you ever been administered an injection, oral medication, or even ophthalmic drops? The dosage that is delivered is calculated specifically for patients to ensure their safety as well as the effectiveness of the medication. As a health care worker, the ability to calculate the dosage of a drug accurately requires knowledge of basic mathematical computations, which involves adding, subtracting, multiplying, and dividing whole numbers and decimals. The ability to perform such mathematical operations helps ensure the accuracy of measurements, and thereby the safe administration of medications. In this resource, we introduce the basic mathematical concepts with which you must be familiar when working in the health care industry.

• Whole Numbers and Decimals

FRACTIONS, RATIOS, AND PROPORTIONS

Pharmacy technicians and medical assistants use fractions and ratios for dosage calculations and medication administration. Nurse aides use fractions to calculate input and output, and for a variety of other tasks. Dietary workers use fractions and ratios to calculate accurately changes in recipes and serving sizes. Environmental service workers use fractions when diluting chemicals and mixing solutions. By understanding and applying the concepts presented in this resource, you are able to perform your daily tasks as a health care worker better and more efficiently. This resource examines how to read and understand fractions, ratios, and proportions, as well as how to add, subtract, multiply, and divide them to solve basic problems you might encounter in the workplace. Fractions are a way to represent a part of a whole number, ratios are two related numbers, and proportions are two equivalent ratios or fractions. Health care workers use fractions, ratios, and proportions to solve problems every day. Understanding how to read these types of numbers and what they mean is an important skill for any healthcare professional.

• Fractions, Ratios, and Proportions

PERCENTAGES AND COMBINED APPLICATIONS

Healthcare professionals at all levels use percentages for mixing solutions and making a variety of business calculations applicable to healthcare as well. Percentages are helpful when understanding the costs of loans and taxes, as well as determining the percent markup or discount when purchasing supplies. Percentiles also help to compare results from one to another by looking at the entire set of results, in order to gage performance. This resource helps to understand how to convert efficiently between different math systems as these skills are essential to everyday work in the healthcare field.

• Percentages and Combined Applications

MEASUREMENT

Healthcare professionals require a solid understanding of weights and measurements in order to be successful on the job. As a health care worker, professionals need to convert between these systems to record measurements in patients' health records, to work and converse with patients, and to understand and explain dosages. This resource addressed the 3 primary systems of measurement frequently used in healthcare. While, here in the US, the standard measurement system may be used in our daily activities, the rest of the world uses the metric system and the apothecary measurement system is used for dosage calculations. This resource examines the different units of measurement and how to convert between the different systems of measurement to avoid confusion and ensure success on the job.

• Measurement

PRE-ALGEBRA

Algebra is the use of mathematics to solve problems. In any given problem, there can be an unknown item that needs to be discovered in order to solve the problem. While it may just look like a bunch of numbers and letters, algebra is the method by which these unknowns are discovered and makes solving real-world problems possible. This resource explores the basics of algebra and how it is applied in the health care industry. The resource takes students through an introduction to integers and variables. Integers and variables play an integral role in algebra. Integers consist of positive and negative numbers, and the number zero. Variables are used to express an unknown quantity. The resource then addresses equations and what it means to solve an algebraic equation. Finally, the resource takes students through solving simple linear equations and applying algebraic expressions and equations to the health care industry.

• Pre-Algebra

Health Insurance

HEALTHCARE BILLING

The Health Insurance II resource is one of five resources comprising the Patient Access Specialist certification program. Patient Access Specialists represent the front line of the healthcare service for patients entering a practice, hospital or clinic with a constant eye toward excellent customer services and the overarching goal of achieving a positive experience for the patient. Patient Access Specialists must possess strong communication skills, an understanding of medical terminology and anatomy as well as a comprehensive understanding of the importance of the revenue cycle and medical insurance options available to patients. A clear understanding and successful transmission of information from the patient and medical insurance companies is paramount in guaranteeing prompt administration of medical treatment to the patient and quick financial reimbursement to the medical facility. In order to optimize these processes and provide the best access for patients, healthcare professionals must have a clear understanding of the intricacies of navigating the health insurance system. As part of the Health Insurance II resource, students will be introduced to medical billing and the claims submission process. Students will also learn about insurance claim preparation and transmission as well as the various types of insurance available, depending on the patient's individual profile. In addition, the resource will review the various types of Healthcare billing and provide students with an in-depth understanding of Medicare and Medicaid billing. As one of five resources necessary to gain the Patient Access Specialist certification, the Health Insurance II resource will ensure participants have the foundations necessary for success in this position.

• Healthcare Billing

HEALTHCARE CLAIM PREPARATION

• Healthcare Claim Preparation

HEALTHCARE CLAIM TRANSMITION

• Healthcare Claim Transmition

MEDICAID

The Health Insurance II resource is one of five resources comprising the Patient Access Specialist certification program. Patient Access Specialists represent the front line of the healthcare service for patients entering a practice, hospital or clinic with a constant eye toward excellent customer services and the overarching goal of achieving a positive experience for the patient. Patient Access Specialists must possess strong communication skills, an understanding of medical terminology and anatomy as well as a comprehensive understanding of the importance of the revenue cycle and medical insurance options available to patients. A clear understanding and successful transmission of information from the patient and medical insurance companies is paramount in guaranteeing prompt administration of medical treatment to the patient and quick financial reimbursement to the medical facility. In order to optimize these processes and provide the best access for patients, healthcare professionals must have a clear understanding of the intricacies of navigating the health insurance system. As part of the Health Insurance II resource, students will be introduced to medical billing and the claims submission process. Students will also learn about insurance claim preparation and transmission as well as the various types of insurance available, depending on the patient's individual profile. In addition, the resource will review the various types of Healthcare billing and provide students with an in-depth understanding of Medicare and Medicaid billing. As one of five resources necessary to gain the Patient Access Specialist certification, the Health Insurance II resource will ensure participants have the foundations necessary for success in this position.

• Medicaid

MEDICARE

The Health Insurance II resource is one of five resources comprising the Patient Access Specialist certification program. Patient Access Specialists represent the front line of the healthcare service for patients entering a practice, hospital or clinic with a constant eye toward excellent customer services and the overarching goal of achieving a positive experience for the patient. Patient Access Specialists must possess strong communication skills, an understanding of medical terminology and anatomy as well as a comprehensive understanding of the importance of the revenue cycle and medical insurance options available to patients. A clear understanding and successful transmission of information from the patient and medical insurance companies is paramount in guaranteeing prompt administration of medical treatment to the patient and quick financial reimbursement to the medical facility. In order to optimize these processes and provide the best access for patients, healthcare professionals must have a clear understanding of the intricacies of navigating the health insurance system. As part of the Health Insurance II resource, students will be introduced to medical billing and the claims submission process. Students will also learn about insurance claim preparation and transmission as well as the various types of insurance available, depending on the patient's individual profile. In addition, the resource will review the various types of Healthcare billing and provide students with an in-depth understanding of Medicare and Medicaid billing. As one of five resources necessary to gain the Patient Access Specialist certification, the Health Insurance II resource will ensure participants have the foundations necessary for success in this position.

• Medicare

Veterinary Assistant

BASIC MEDICAL TERMINOLOGY

Knowing the parts of a word can help in understanding the meaning of the word, even if the word itself is unfamiliar. It helps to keep in mind that in terms involving body systems, words are usually built in the order in which the organs occur in the body. Knowing terms that describe position and movement are essential to treating animals and keeping files correct and up-to-date.

Like the parts of a word make up the whole, cells, tissues, and organs fit together to make up the body of the animal. These pieces work together in the respiration, digestion, and reproductive cycles of the animal.

After completing this resource, learners will be able to:

  • Identify the word parts that make up a medical term
  • Define the common word parts used in medical and veterinary terminology
  • Explain the importance of proper pronunciation and correct spelling in medical fields
  • Define commonly used medical and veterinary terminology associated with numbering
  • Define terms used for body position, location, and movement for animals
  • Explain the structure and function of the cell
  • Define terminology associated with body tissues and systems
  • Define commonly used medical and veterinary terminology associated with numbering
• Basic Medical Terminology

THE MUSCULOSKELETAL SYSTEM

The musculoskeletal system is the literal backbone of any animal, regardless of its specific anatomy. Bones form the main structure of the skeletal system, but they don't do this work alone. The cartilage, ligaments, and tendons also work in tandem to protect the vital organs of the body. Connecting to the bones are the muscles of an animal. They are also essential to the function of the body, enabling both voluntary and involuntary movement across the body. Finally, any number of issues can arise when something goes wrong with a muscle or bone. These can result from injury, repetitive motion, age, or disease.

After completing this resource, learners will be able to:

  • Describe the anatomy and physiology of each body system
  • Describe terms used to describe diagnostic procedures, pathological conditions, and therapeutic procedures of each body system
• The Musculoskeletal System

COMMON ANIMAL TERMS AND ANIMAL NAMES

Knowing the parts of an animal is important in the veterinary setting because these terms are often landmarks for providing care to the animal. Furthermore, they are used to understand how to fit big animals, such as horses, with equipment used to ride or lead the animal. Equally important are the terms used to describe animals based on their sex, age, birthing status, grouping, and more. For example, you'll learn to identify that a female intact goat (one that is capable of reproduction) is called a doe while a juvenile goat is called a kid.

Knowing the age of the animal and its reproductive status helps determine what kind of care it needs to receive. This resource looks at all these situations and more, starting with the anatomical terms for equine.

After completing this resource, learners will be able to:

  • Define terms that describe body parts and anatomical landmarks specific to horses, cattle, goats, sheep, swine, dogs, and cats
  • Define common terms denoting sex, age, birthing, grouping, and general descriptions of dogs, cats, rabbits, ferrets, guinea pigs, mice and rats, parrot and parrot-like birds, turkeys, chicken, geese, ostrich-related animals, swine, equine, sheep, goats, llama-related animals, cattle, and deer-related animals
• Common Animal Terms and Animal Names

THE GASTROINTESTINAL SYSTEM

• The Gastrointestinal System

THE URINARY SYSTEM

• The Urinary System

THE CARDIOVASCULAR SYSTEM

• The Cardiovascular System

THE RESPIRATORY SYSTEM

• The Respiratory System

THE INTEGUMENTARY SYSTEM

• The Integumentary System

THE ENDOCRINE SYSTEM

• The Endocrine System

THE REPRODUCTIVE SYSTEM

• The Reproductive System

THE NERVOUS SYSTEM AND SPECIAL SENSES

• The Nervous System and Special Senses

BLOOD, THE LYMPHATIC SYSTEM, AND IMMUNITY

• Blood, The Lymphatic System, and Immunity

TESTING, PHARMACOLOGY, AND SURGERY TERMINOLOGY

• Testing, Pharmacology, and Surgery Terminology

VETERINARY CONCEPTS FOR CANINES AND FELINES

• Veterinary Concepts for Canines and Felines

VETERINARY CONCEPTS FOR EQUINE

• Veterinary Concepts for Equine

VETERINARY CONCEPTS FOR RUMINANTS

• Veterinary Concepts for Ruminants

VETERINARY CONCEPTS FOR SWINE

• Veterinary Concepts for Swine

VETERINARY CONCEPTS FOR BIRDS AND OTHER SPECIES

• Veterinary Concepts for Birds and Other Species

VETERINARY PROFESSIONAL, LEGAL, ETHICAL, SAFETY, AND COMMUNICATION ISSUES

This resource discusses many of the concepts related to the relationships between the veterinary staff and their human clients. To serve clients well with excellent customer service and with the welfare of both the humans and animals in mind, veterinary staff must understand the roles of each member of the veterinary team, the laws and ethical concepts that guide and govern the profession, the safety practices that apply to the veterinary setting, effective communication skills and concepts, and the human-animal bonding and grief that inevitably occurs with suffering or loss of a pet. Let's dig deeper into these concepts to learn how to serve clients in ways that they need and expect.

After completing this resource, learners will be able to:

  • Explain the various positions, credentialing, and career opportunities within the veterinary medicine arena
  • Explain common ethical, legal, and safety issues associated with veterinary medicine
  • Describe important communication skills that should be used in the veterinary environment with coworkers and clients
  • Explain human-animal bonding and grief including how to communicate with a client who is experiencing grief
• Veterinary Professional, Legal, Ethical, Safety, and Communication Issues

VETERINARY PRACTICE

The front office of a veterinary clinic is the first opportunity for a good first impression, so it's important that this office is clean, friendly, and efficient. This can be accomplished through good customer service, clear billing practices, and phone etiquette. Once the client brings the animal into the practice for a checkup or procedure, the office staff has the opportunity to care for the animal and make sure the owner has a positive experience.

This resource covers basic billing questions and have an understanding of pet insurance and common related terms, as well as the basics of running a successful practice, from things like keeping updated equipment logs, to understanding the role of inventory, to knowing the practice's various disaster preparedness plans.

After completing this resource, learners will be able to:

  • Explain the processes and procedures used in management of a veterinary practice
• Veterinary Practice

DIAGNOSTIC IMAGING

What is a radiograph? Are you familiar with the safety measures and procedures for x-ray use in the veterinary office? Ionizing radiation cannot be seen, heard, or felt at the levels used for diagnostic imaging, however over-exposure to radiation is a risk when working around x-ray equipment, so it is important to know how to protect yourselves and others when using x-ray machinery. What are some other ways to test for various diseases and disorders that don't involve x-rays?

This resource delves into radiographs, the technical term for an x-ray, as well as endoscopies, CT scans, MRIs, and nuclear medicine. It also covers how to manually develop a radiograph using a darkroom and a few key steps. Although most veterinary clinics use an automatic processor to develop radiographs, it is still useful to understand the process as it will help you take better radiographs and know how to handle and store them.

After completing this resource, learners will be able to:

  • Describe the use of x-ray technology for veterinary diagnostics including quality control, x-ray procedures, and safety
  • Describe endoscopy and other imaging diagnostic procedures
• Diagnostic Imaging

VETERINARY LABORATORY TECHNIQUES

Hematology is, broadly defined, the study of blood. Clinical chemistry encompasses all of the fluids in the body, and serology focuses on pathogens in the blood that are present to help fight infection and repair injury. These bodily fluids contain a wealth of information about the health of the animal, and can give a detailed picture of the inner workings of the body, including the functioning of its immune response.

This resource covers the laboratory techniques that are important to understand for the key role they play in caring for sick and hurt animals in the veterinary setting.

After completing this resource, learners will be able to:

  • Describe laboratory equipment, safety, and procedures for common hematology and hemostasis tests
  • Describe the clinical chemistry and serology laboratory equipment and procedures for animals
• Veterinary Laboratory Techniques

THE STUDY OF PATHOGENS

Clinical pathology involves diagnosing a disease based on the analysis of bodily fluids such as blood, urine, and feces. Clinical pathology is commonly used in the veterinary setting, from urinalysis to blood tests to fecal sample testing. These tests can diagnose a wide range of issues, from the detection of brucella, which is a reproductive disease, to the detection of capillaria plica, a type of bladder worm that can be detected using a sedimentation of urine test.

This resource covers lab principles, procedures and techniques for specimen collection, best practices, and more.

After completing this resource, learners will be able to:

  • Describe the various diagnostic procedures used to study pathogens including lab equipment and safety precautions
  • Describe the procedures, equipment, and purposes involved in urinalysis
  • Describe the common internal and external parasites of domestic animals including the procedures for diagnosing them
• The Study of Pathogens

PHARMACOLOGY AND PHARMACY

Pharmacology, the use of drugs to treat illness or medical conditions, is an important component of caring for animals. Knowing the right drug names, forms, and how to calculate drug doses is all key to treating animals in the veterinary setting. It is also important to know how to safely store drugs so that they don't lose their efficacy or become dangerous to prescribe. Finally, pharmacology can cure certain illnesses or drastically improve acute or chronic conditions and even lengthen life expectancy in animals.

This resource covers pharmacology and its place in veterinary treatment.

After completing this resource, learners will be able to:

  • Explain the concepts of pharmacology including the various categories of drugs and their clinical uses, dosage forms, dosages, routes of drug administration, drug action, and safe storage and handling of drugs
• Pharmacology and Pharmacy

PATHOLOGY, RESPONSE TO DISEASE, AND PREVENTION

Diagnosing a disease and discovering its cause are the two main aims of veterinary pathology. Accomplishing these two goals requires that pathologists are able to answer a number of questions, such as if the disease is pathogenic or nonpathogenic, if it is the result of a parasite, bacteria, or virus, and what the immune response in the animal's body says about the source of the issue. When an animal is sick or hurt, its body will immediately respond with a first line of defense. It will then move through several steps to isolate and destroy the damage to the body. Only then will the healing mechanisms begin.

The best case scenario is for the animal to avoid disease or injury in the first place. This is achieved through disease prevention efforts like animal wellness. The term husbandry describes the process of using resources wisely in order to prevent disease in animals.

After completing this resource, learners will be able to:

  • Describe common pathogens that affect domestic animals including associated terminology, specific pathogens, the body's response to pathogens, associated diseases, and preventative measures
• Pathology, Response To Disease, and Prevention

WOUNDS, FRACTURES, AND INJURIES

Cleaning and caring for wounds properly helps minimize infection, speed healing, and prevent chronic issues in animals. For example, do you know how to determine when a wound needs to be closed and when it should remain open for draining and healing purposes? Sometimes delaying closure allows for primary intention healing with extensive wound management for a period of time following the injury. Specific wounds can require specialized treatment. Some examples include gunshots and arrow wounds, bites, and burns.

There are several phases to the healing process for a wound. This resource outlines all of these processes as well as when a wound requires intervention.

After completing this resource, learners will be able to:

  • Explain the process of wound healing including how to manage a wound so that it heals properly
• Wounds, Fractures, and Injuries

ANESTHESIA, ANALGESIA, AND ANESTHETIC NURSING

Anesthesia and analgesia both play an important role in the veterinary setting. Do you know the difference between anesthesia and analgesia? What are the different kinds of anesthesia and analgesia? How are they administered? Anesthesia is induced to restrain and sedate patients as well as to manage intraoperative pain. Analgesia is the inability to feel pain, which is a part of anesthesia. Oftentimes they are used in tandem before and during a procedure in the veterinary setting.

This resource covers analgesia and anesthesia, when and how they are administered, and how they are monitored.

After completing this resource, learners will be able to:

  • Explain the veterinary use of anesthesia and analgesics
• Anesthesia, Analgesia, and Anesthetic Nursing

SURGERY

• Surgery

FLUID THERAPY AND BLOOD TRANSFUSION

• Fluid Therapy and Blood Transfusion

EMERGENCIES AND CRITICAL CARE

• Emergencies and Critical Care

SMALL ANIMAL DENTISTRY

• Small Animal Dentistry

PHYSICAL THERAPY, REHABILITATION, AND COMPLEMENTARY MEDICINE

• Physical Therapy, Rehabilitation, and Complementary Medicine

ANIMAL MANAGEMENT

• Animal Management

PATIENT HISTORY AND PHYSICAL EXAMINATION

• Patient History and Physical Examination

NUTRITION

• Nutrition

NURSING CARE OF DOGS AND CATS

• Nursing Care of Dogs and Cats

NURSING CARE OF HORSES

• Nursing Care of Horses

NURSING CARE OF PRODUCTION ANIMALS, CAMELIDS, AND RATITES

• Nursing Care of Production Animals, Camelids, and Ratites

NURSING CARE OF COMPANION BIRDS, REPTILES, AND AMPHIBIANS

• Nursing Care of Companion Birds, Reptiles, and Amphibians

NURSING CARE OF ORPHANED AND INJURED WILD ANIMALS

• Nursing Care of Orphaned and Injured Wild Animals

NURSING CARE OF LABORATORY ANIMALS

• Nursing Care of Laboratory Animals

Healthcare Customer Service

CUSTOMER SERVICE IN HEALTHCARE

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• Customer Service in Healthcare

CUSTOMER SERVICE RULES

Building a relationship with the customer is one of the most important aspects of customer service. In healthcare, the patients are the customers who not only expect great customer service in return for their investment, but also expect to build a relationship with their health care provider who is involved with them at the most personal level. Like any business, the more patients that have built a relationship with the practice team, the more likely that patient-customer is to return with their business the next time. Patients build relationships with doctors, receptionists, medical assistants, and nurses. They want to know that these individuals are going to handle their needs and are willing to remain loyal just for this simple reason. This resource examines the ways relationships can impact customer service and also helps to define how this relationship building is essential to the growth and success of any medical practice.

• Customer Service Rules

RESOLVING CUSTOMER COMPLAINTS

• Resolving Customer Complaints

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