Transcript pt reception ppt - the Health Science Program

Patient Reception and Processing
Chapter 11
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved.
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 2
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 3
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 4
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 5
Comfortable Furniture
Patients usually prefer individual seating.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved.
Slide 6
Reception Area
The reception area should also have:
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Good lighting
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Adequate ventilation
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Regulated temperatures
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Places to hang coats and rainwear

Magazines
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved.
Slide 7
Preparing Medical Records
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Make a copy of the appointment schedule.
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Pull the medical records for each patient.
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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 8
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 9
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 10
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 11
Patient Check-In
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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 12
Sign-In Sheets
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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 13
Knowing the Patients

Greet each patient immediately.
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Establish eye contact.
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Smile when speaking to the patient.
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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 14
Patient Names

Patients appreciate the use of their names.
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Pronounce names accurately.
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Write the name phonetically to help pronounce it
correctly.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved.
Slide 15
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 16
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 17
Patient Demographic Information
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Full name
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Occupation
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Date of birth
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Place of employment
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Social Security number
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Driver’s license number
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Source of referral
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Responsible person’s
name and relationship
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Address
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Phone number

Spouse information

Information on nearest
relative
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved.
Slide 18
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 19
Consideration for Patient’s Time
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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 20
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 21
Escorting and Instructing the Patient
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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 22
After the Patient Has Been Seen
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Clean up the examination room.
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Return magazines to the reception area.
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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 23
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 24
Medical Record Placement
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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 25
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 26
Patient Checkout
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Greet the patient with a smile.
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Ask if the patient has any questions.
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Make return appointments, if necessary.
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Ask for payment.
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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 27
Patient Complaints
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Listen carefully if the patient complains.
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Attempt to resolve the situation.
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Get help from other staff members, if necessary.
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Be courteous and friendly even if the patient is angry.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved.
Slide 28
Friendly Farewell
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Assist the patient in dressing, if necessary.
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Ask if the patient has questions.
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Cordially wish the patient well.
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Patients should leave the facility with the feeling that
they received top-quality care.
All patients should be treated with friendliness, respect,
and courtesy.
Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved.
Slide 29