Patient Reception and Processing PPT

Chapter 11

Patient Reception and Processing

Copyright © 2014 by Saunders, an imprint of Elsevier Inc. All rights reserved.

1

Lesson 11.1


2.

3.

4.

5.

1.

Define, spell, and pronounce the terms listed in the vocabulary.

Explain the purpose of the office mission statement.

List several patient amenities and why these are important additions to the medical office.

Describe how to prepare for patient arrivals.

Explain why using the patient’s name as often as possible is important.


2

Lesson 11.1


7.

6.

8.

9.

Discuss ways to make the patient feel at ease and comfortable in the medical office.

Discuss how the medical assistant can help the patient prepare for an examination.

Explain how to place the medical record to prevent breach of confidentiality.

Discuss how the medical assistant might deal with talkative patients.


3

The Office Mission Statement

 Defines predominant goals of organization

 Reflects reasons practice exists

 Often on display in office or in information booklets


4

The Reception Area

 Medical facilities must be orderly and faultlessly clean

 Appearance of reception area and greeting influence patients’ perception of entire medical office

 Reception area should be attractive, cheerful, clean, uncluttered


5

The Medical Office


6

The Reception Area, cont’d

 Helpful to provide:

 Recent magazines of general interest

 Restful music

 Lighted aquarium

 Educational display and health brochures

 Computer for patient use and wireless Internet access

 Pediatric offices benefit from:

 Televisions showing DVDs

 Easily cleaned, safe toys


7

The Reception Area, cont’d


8

Reception Area Duties

 Scan reception area throughout day for cleanliness

 Check temperature and lighting

 Keep reception desk area clutter-free

 Keep computer monitors out of sight for patient confidentiality


9

Preparing for Patient Arrival

 Medical records

 Advance preparation makes day go smoothly

 Pull medical records for patients scheduled for the day

• Check SSN, date of birth, or address to confirm patient

•

•

• Verify that recently received information has been entered correctly and attached

Arrange sequentially in order patients will be seen

Make sure adequate space is free for progress notes section, or add pages to record


10

Greeting the Patient

 Every patient should be greeted cordially, using name if possible



Use patient’s ID (if necessary) to:

 Identify

 Greet by name

 Check that correct person is receiving insurance benefits


11

Patient Check-In

 A sign should inform patients to sign in and wait for help if all medical assistants are busy

 Check reception area any time medical assistant has been away, and greet new patients

 Glass partitions are sometimes used

 Develop announcement system to alert staff when patients enter office

 Use sign-in registers


12

Sign-In Sheet


13

Patient Interaction

 Aim to make everyone feel at ease and comfortable

 Greet each patient immediately in a friendly, self-assured way

 Use eye contact



 Ask about insurance coverage

Review the day’s schedule

 Know names and pronunciations

 Chat with patient about current events in his or her life


14

Patient Interaction, cont’d

 Patients may be anxious, particularly if anticipating bad news

 Be reassuring and make sure patient has support for a safe arrival after office visit



If allowed, notes about patient’s mental and emotional health can help offer the best treatment


15

Registration Procedures



Registration or information form on patient’s first visit

 Most sheets contain the following:





Patient’s full name and date of birth

Responsible person’s name and relationship to the patient

 Address and telephone number

 Name, address, and telephone number of spouse

 Occupation


16

Registration Procedures, cont’d



Most sheets contain the following (cont’d):

 Place of employment





Social Security number

Driver’s license number

 Nearest relative not living with the patient and his or her relationship

 Source of referral, if any


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Obtaining a Patient’s History

 Obtain patient's personal history, medical history, and family history by questionnaire

 Physician can augment during patient interview

 Use reflection, restatement, and clarification as you obtain patient information

 Make accurate notes in medical record



Use patient’s own words as much as possible

 Never offer any medical advice


18

Showing Consideration for

Patients ’ Time

 Bring patient to exam room as close to appointment time as possible

 Explain any delays longer than 10 to 15 minutes

 Waiting times are frustrating


19

Patients with Special Needs

 Patients with disabilities may need extra attention

 Ask if they need help disrobing

 Patients who are severely ill or in pain may need to lie down to wait or be seen as an emergency

 Language or cultural barriers may exist

 Watch body language and appearance


20

Escorting and Instructing the Patient

 Most patients prefer to be escorted to their destination

 Pronounce names correctly when calling person to clinical area

 Allow visitors if possible if patient desires


21

Escorting and Instructing the Patient, cont’d

 If urine specimen is needed, direct patient to restroom and explain

 In exam room, tell patient what clothes, shoes, or jewelry should be removed

 If gown is to be worn, explain how to wear it

 Allow patients a sense of modesty and give clear instructions, even when exam is complete


22

Escorting and Instructing the Patient, cont’d

 Tidy exam room after patient, and escort next patient in

 Take care to not have patient wait too long in exam room

 Physicians prefer a second person in room during examinations to avoid claims of sexual assault or harassment

 Office may be equipped with a buzzer that alerts medical assistant to enter examination room


23

Medical Record Placement

 Medical records must never be left for a patient to pick up and read

 Placing medical records a certain way on the door of exam room can indicate a patient is ready to be seen or is finished

 Place so that name is not visible to others in hallway


24

Challenging Situations

 Talkative patients



Can take up too much of a physician’s time





Look for signs during initial interview

•

Flag patient’s history with a symbol to alert physician

Buzz physician’s intercom to remind that next patient is ready


25

Challenging Situations, cont’d

 Children

 Present some management challenges

 Parents cannot be forced to leave a minor

 For harmful misbehavior, ask parent quietly to handle situation

 Offer a book or toy to distract child

 Do not discipline the child yourself


26


 Angry patients in reception area

 If possible, invite angry patients into a room away from reception area

 Let them talk out their anger

 Pacify using calm attitude, and speak in a low tone

 Use good listening and empathy; do NOT be angry or argumentative


27




Patient’s relatives and friends



Avoid discussing patient’s medical care with relatives or friends of patient

 Show moderate concern and reassurance

 Patient consent is required for any health information to be released to anyone


28

The Friendly Farewell

 When physician is finished, be ready to help patient dress (if necessary) and make sure patient’s questions are answered

 Some questions can only be answered by physician; offer to let physician know

 Be sure to send patient off with a pleasant closing remark


29

Patient Checkout

 When patient returns for checkout, greet with a smile and use name

 Ask if patient has any questions

 Check medical record to see when physician wants patient to return

 Make return appointment


30

Patient Checkout, cont’d

 Ask patient for payment

 Co-pays may have to be collected before the visit

 Ask patient if s/he would like to go ahead and pay now

 Follow procedures outlined in office policies and procedures manual for patient check-out


31

Closing Comments

 Customer service is extremely important

 Patients can serve as referrals or can tell people if they had a bad experience

 All patients should feel their time and money were well spent


32

Patient Education

 Patient education center with health brochures and DVD programs in reception area

 Both medical assistants and doctors should ask patient if he or she has questions throughout the visit


33

Legal and Ethical Issues

 Never offer medical advice to patient, unless instructed by physician

 Provide only information physician has approved or is included in policies and procedures manual

 Listen carefully to patient complaints and try to resolve problem

 Do not discuss patient information with anyone


34

Questions?


35

Patient Reception and Processing PPT

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