1. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 1 Patient Reception and Processing Chapter 11

2. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 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.

3. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 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

4. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 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.

5. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 5 First Impressions in the Medical Facility The facility must be:  Orderly and clean  Neat  Comfortable  Attractive and cheerful  Uncluttered  Easy to maneuver around

6. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 6 Reception Area The reception area should also have:  Good lighting  Adequate ventilation  Regulated temperatures  Places to hang coats and rainwear  Magazines

7. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 7 Preparing Medical Records  Make a copy of the appointment schedule.  Perform computer procedures to get ready for the day.  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.

8. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 8 Preparing Medical Records Make certain that there are enough progress notes for the physician to write on during the patient’s examination.

9. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 9 Replenishing Supplies  Replenish supplies regularly  Stationery  Appointment cards  Encounter forms  Pencils, pens, erasers  Telephone message pads  Prescription pads

10. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 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.

11. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 11 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.

12. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 12 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.

13. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 13 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.

14. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 14 Patient Names  Patients appreciate the use of their names.  Pronounce names accurately.  Write the name phonetically to help pronounce it correctly.

15. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 15 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

16. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 16 Obtain a Patient History Patient histories can be obtained through:  Questionnaires  Interview  History forms  completed by patient  completed by medical assistant

17. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 17 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.

18. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 18 Patient’s with Special Needs  Physically challenged  Very ill  Severely uncomfortable  Patients with language barriers  Patients with cultural barriers

19. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 19 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.

20. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 20 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.

21. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 21 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.

22. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 22 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.

23. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 23 Challenging Situations  Talkative patients  Children  Angry patients  Relatives and friends of patients

24. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 24 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.

25. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 25 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.

26. Copyright © 2011, 2007, 2004 by Saunders, an imprint of Elsevier Inc. All rights reserved. 26 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.