patient reception and processing
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Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved.
Patient Reception and Processing
Chapter 11
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 2
Introduction
The reception area should be an inviting place where patients feel comfortable.
When the office staff is committed to making the patient feel welcome and the focus is on care of the patient, the success of the practice is inevitable.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 3
This chapter will examine: The purpose of an office mission statement Patient amenities and their value in the
physician’s office Preparing for patient arrivals Preparing patients for examinations Making patients feel at ease and comfortable in
the physician’s office
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 4
The Office Mission Statement Mission statements reflect the physician’s deep-
seated desire to practice medicine. Mission statements are often displayed in the
office and printed in office brochures and information packets.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 5
The Reception Area
First impressions are lasting ones.
The facility must be:•Orderly and clean•Neat •Comfortable•Attractive and cheerful•Uncluttered•Easy to maneuver around
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 6
Comfortable Furniture
Patients usually prefer individual seating.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 7
Reception Area
The reception area should also have: Good lighting Adequate ventilation Regulated temperatures Places to hang coats and rainwear Magazines
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 8
Preparing Medical Records Make a copy of the appointment schedule. Pull the medical records for each patient. Check off the patient names on the schedule as
the record is pulled. Review each record to make certain all
information is available for the physician. Arrange the records in the order in which the
patients will be seen.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 9
Preparing Medical Records
Make certain that there are enough progress notes for the physician to write on during the patient’s
examination.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 10
Replenishing Supplies Replenish supplies regularly
– Stationery– Appointment cards– Encounter forms– Pencils, pens, erasers– Telephone message pads
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 11
Greeting the Patient Be courteous to all patients. Extend a friendly, cordial greeting to every
patient. Use the patient’s name when greeting him or her.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 12
Patient Check-In The reception desk should be in clear view of
patients when they enter the office. Develop an announcement system so that the
staff is always alerted when a patient arrives. After returning to the reception desk from breaks
or other duties, check to see if additional patients have arrived, and greet them.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 13
Sign-In Sheets Use a sign-in sheet that promotes patient
privacy. Do not require patients to provide details of the
reason for their visit in a public area. Some offices have a computer program for
patient check-in.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 14
Knowing the Patients Greet each patient immediately. Establish eye contact. Smile when speaking to the patient. Review the schedule so that the patients’ names
are fresh in the mind. Use the patients’ names when they arrive.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 15
Patient Names Patients appreciate the use of their names. Pronounce names accurately. Write the name phonetically to help pronounce it
correctly.
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Knowing the Patients
Pay attention to the events that are happening in the patient’s life.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 17
Registration Procedures
Use a patient information form to gather demographic facts about the patient.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 18
Patient Demographic Information Full name Date of birth Responsible person’s
name and relationship
Address Phone number Spouse information Information on
nearest relative
Occupation Place of employment Social Security
number Driver’s license
number Source of referral
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 19
Obtain a Patient History
Patient histories can be obtained through: Questionnaires Interview History forms
– completed by patient– completed by medical assistant
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 20
Consideration for Patient’s Time The patient should see the physician at the
appointed time. Explain all delays, and offer the patient the
opportunity to reschedule, if necessary. Long waits intensify fears that patients have
about their condition.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 21
Patient’s with Special Needs Physically challenged Very ill Severely uncomfortable Patients with language barriers Patients with cultural barriers
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 22
Escorting and Instructing the Patient Escort the patient through the office instead of
telling him or her where to go. Tell the patient if he or she is to disrobe. Never place the patient in a position that exposes
him or her once in a gown. Tell the patient when he or she is free to leave
the office.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 23
After the Patient Has Been Seen Clean up the examination room. Return magazines to the reception area. Make certain that the room is ready for the next
patient.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 24
Sexual Assault and Harassment
Most physicians prefer a staff member to be in the room when certain examinations are performed, to avoid claims of sexual assault or harassment.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 25
Medical Record Placement Never leave medical records in the examination
room. Each office has a method of record placement to
signify that the patient is ready to be seen by the physician.
If wall pockets are used outside the door, make certain that the patient’s name is not visible to those walking in the hallway.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 26
Problem Situations Talkative patients Children Angry patients Relatives and friends of patients
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 27
Patient Checkout Greet the patient with a smile. Ask if the patient has any questions. Make return appointments, if necessary. Ask for payment. Thank the patient for coming, and wish him or
her well.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 28
Patient Complaints Listen carefully if the patient complains. Attempt to resolve the situation. Get help from other staff members, if necessary. Be courteous and friendly even if the patient is
angry.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 29
Friendly Farewell Assist the patient in dressing, if necessary. Ask if the patient has questions. Cordially wish the patient well. Patients should leave the facility with the feeling
that they received top-quality care. All patients should be treated with friendliness,
respect, and courtesy.
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