GJ CROOKES HOSPITAL

PATIENT ADMINISTRATION SERVICES

OUR CLIENTS ARE OUR BUSINESS

ONLY THE BEST FOR YOU

Developed and compiled by Mrs. AE Wood and Patient Administration Staff. Published: October 2002

1

GJ CROOKES HOSPITAL

ADMITTING DEPARTMENT

WHO WE ARE AND WHERE WE CAN BE FOUND: We are the Admitting Department situated at the Bottom Section of the Hospital near the Pharmacy Department. OUR SERVICES AND BENEFITS TO YOU:

1. Although we mainly provide services at a secondary level, we do provide some services at a District Level for patients referred from surrounding clinics, for patient’s generalist care and out patient care. We are open 24 hours a day.

2. We also have services rendered at out adult Primary Health Care Unit adjacent to

the Admitting Division (via Out Patient Division.)

3. The Health services in our country are changing and our services are in keeping with Provincial and National Department of Health’s Policies.

DOCUMENTS YOU NEED TO BRING FOR YOUR FIRST VISIT:

1. Copy of your I.D Book. 2. Copy of your Pension card or book – whether private, civil or old age pension. 3. Copy of your latest Pay Slip (if married – copy of your spouses pay slip as well) 4. If unemployed, proof of unemployment, a U.I.F card, that is not older than 6 months –

plus supporting Affidavits stating that you are unemployed (if married, same for your spouse)

5. If you are self-employed copies of your latest Tax Returns or VAT certificate for your business or latest statement from your bookkeeper. If this is unavailable a Bank Statement for the last 3 months would be required.

6. If you are on Medical Aid please supply your card. FEES FOR OUR SERVICES Fees are raised according to the fees laid down in the Government Gazette based on a number of criteria such as your income and your medical aid. (See attached) OUR SERVICE DELIVERY PRINCIPLES We strive to provide our services in accordance with

1. Our Mission Statement 2. The Principles of Batho Pele (Umphakathi Phambili) namely “People First”

2

OUR MISSION STATEMENT

1. To provide High Quality Care according to the Health needs within our available resources and current Provincial Policy.

2. Ensure dignity and rights of patients and staff. 3. Provide an exceptional work environment.

THE PRINCIPLES OF BATHO PELE (UMPHAKATHI PHAMBILI)

1. Consultation 2. Services Standards 3. Increasing Access to our services 4. Being Courteous and Helpful 5. Providing more and better Information 6. Increasing Openness and Transparency 7. Putting things right when they go wrong (Redress) 8. Giving Value for Money 9. Encouraging Innovation and Rewarding Excellence 10. Impact on Service

BASIC SERVICES OFFERED

1. Registering new patients after having been properly assessed by nursing staff for Primary Health Care or Doctors visit.

2. Extracting of repeat cards for old repeat patients. 3. Collection of cash from paying patients, using proper delegations on free cases. 4. Provide certain Surgical Appliances and Certificates Of Fitness (COF), crutches,

walking sticks and rubbers. 5. Other appliances are paid for at Discharge Office and are obtained from Stores or

Wentworth Hospital. 6. We Admit and Discharge patients. 7. Safekeeping of Patients’ Private Property.

NB: Please tell us what you think of our services. We will use your input to improve on our performance. You can write to us at: THE HOSPITAL MANAGER P/ B X5501 SCOTTBURGH 4180 OR phone us on Tel: (039) 9761300 on Extensions 2256/2295. We, the Admitting staff hereby commit ourselves to meeting the standards reflected above.

1

SIKUNIKEZA INI SINGOBANI THINA SI THOLAKALA KUPHI Singumnyango omukela abantu sisendaweni ephansi eduze kwalapho kutholakala khona imithi. OKUTHO LAKALA KITHINA NOKUZUZAYO.

1. Nakuba sinikezela usizo lwethu ezingeni eliphansi, siya kezela ngosizo kulabo abathunyelwa ama clinic esa khelene nawo ukuze banakelwe begciniwe noma belashwa badedelwe.

2. Siphinde sisize futhi kumtholampilo oseduze nathi kuya ngalapho ku lashwa khona (OPD). Usizo lweze mpilo luyashintsha ezweni lethu.

3. Usizo lwethu luncike emigomweni wesifunda nakuhulumeni omkhulu. Umnyango uhlala uvuliwe (24 Hours)

OKUDINGEKA U KUPHATHE UMA U QALA Ukuze u sebenzise kahle u sizo lwethu, sicela uphathe umazisi nencwadi esho u kuthi u hola malini noma esho u kuthi awusebenzi noma imedical aid card kanye nemininingwane yakho. IZIMALE EZE KHOKHWAYO Uhlelo lokukhokha luhlelwe usomqulu kahulumeni ngezindlela eziningi njengokuthi uhola malini kanye no medical aid. IMIGOMO YOKUSEBENZA KWETHU Sifuna uku sebenza ngohlelo olunemingomoethize:

1. Inqubo mgomo 2. Imigomo Yamphakathi Phambili

INQUBO MGOMO YETHU

1. Ukuthi sininikeze usizo lweze mpilo olu sezingeni oluphezulu okuncike kwesinako kanye nomthetho omusha kahulumeni.

2. Ukuqikelela isithunzi namalungelo eziguli nabasebenzi. 3. Ukwakha ubudlelwanno obusezingeni eliphezulu loku sebenza.

2

IMIGOMO YA BANTU PHAMBILI (BATHO PELE)

1. Ukuxhumana nani 2. Izinga lokusebanza kwethu 3. ukwandisa ukuba sibambisane nani 4. Ukuzwela nokusiza 5. Ukunikezela ulwazi 6. Ukunyusela ukuveza zonke izinga obala 7. Ukubeka zonke izinto kahle uma konakele 8. Ukunikezela izinga eliphezulu 9. Ukwakhana nezinlomo

OKUJWAYLEKI LE ESISZA NGAKHO

1. Ukubhalisa bonke abaqaloyo emuva kokisa sebecutshunguliwe ngikazi odondene nomtholampilo.

2. Ukukhipha amakhadi kulabo abaphindayo 3. Ukukhokhisa cabo abafanele ukukhokha nokuthi silingisele labo abangakhokhi 4. Sinikezela ngezinye zezi mpahla zabalimele noma abakhu bazekile, kany nezincwadi

zasem sebenzini 5. Ezinye zezimpahla zabakimele ziya khokhelwa kodwa zitholakale esitolonoma

Ewentworth 6. Siyalalisa noma sikhumle iziguli

NB: Sicela usazise ngoku cabangayo ngomntango wethu. Sizokusebenzisa konke ofisa sikulungise ukunyusela izinga lethu. Ungasibhalela noma u sushayele ucingo kulelikheli: THE HOSPITAL MANAGER P/Bag X5501 SCOTTBURGH 4180 UCINGO: (039) 9761300 Extension 2256/2295. Thina basebenzi balomntango siyazinikela uku finyelela kulamazinga esiwa balile.

SERVICE ASSESSMENT FORM ADMITTING DEPARTMENT

PLEASE TELL US WHAT YOU THINK

Pleasing our customers is the most important service we offer. You can help us maintain this service by taking a minute to answer the questions below.

1. Was the Department clean? YES/NO

2. Did you receive excellent hospitality? YES/NO

3. Were you served speedily? YES/NO

4. How did/do staff welcome you in this Department? EXCELLENT/MEDOCRE/ POOR

5. How effective is our service delivery? SLOW/MEDIUM/FAST

6. Do you know the people who are in charge of the department in case you have a problem? YES/NO

7. What is the estimated time that you feel you should wait to get your file on a busy day? ___________________________

8. How would you like us to improve our Service Delivery? _____________________________________________________________________

SUGGESTIONS: ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ COMPLAINTS: ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ QUESTIONS: ______________________________________________________________________________________________________________________________________________________ ___________________________________________________________________________ Please feel free to discuss anything about our services. Your views and comments are highly valued.

Thank You.

IFOMU YOKUCWANINGS NGOKUSEBENZA SIKHUNGO SOKUBHALISA

SITSHELE OKUCABANGAJO

Ukuthokozisa nina ikona okubalulekile kakhulu esi kwensayo/sodinga usizo lwenu ngoku thatha umzuzu uphendule lemibuzo engezansi.

1. Uminyango ubuhlanzekile? YEBO/QHA

2. Uthole ukuphatheka okuhle? YEBO/QHA

3. Usheshiselwe? YEBO/QHA

4. Bakwemukela kanjanu abasebenzi balomnyango? KAHLE KAKHULU/KABI

5. Lushesha kangakanani usizo iwethu? KANCANE/ PHAKATHI NENDAWO/ LUYASHESHA KAKHULU

6. Uyabazi abantu abaphethe kulomnyango? YEBO/QHA

7. Isiphi isiglinganiso sesikhath ocabanga ukuthi Kufanele usilinde uma kugcwele kakhulu? ________________________

8. Uthanda ukuba senzenjani ukunyusela izinga Lokusebenza kwethu? ________________________________________________

SICELA NIGCWALISE KULOKHU IMIBONO YENU: ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ IZIKHALO YENU: ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ IMIBUZO: _________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Sicela nikhululeke ukuxoxa nathi ngomsebenzi wethu. Imobono yenu ingebalileke kakhulu.

Siyabonga

GJ CROOKES HOSPITAL

ADMITTING DEPARTMENT

ORGANOGRAM

HOSPITAL MANAGER

(Mrs. SP Nyawo)

(ACTING) ASSISTANT DIRECTOR : ADMIN.

(Mr. RP Appadu)

CHIEF ADMIN. CLERK : PATIENT ADMIN. (Mrs. AE Wood)

ADMITTING SUPERVISOR

(Mr. BMC Mthethwa)

Mrs. CB Duma Mr. SR Dhaja Mr VA Khawula Miss. NG Khuzwayo

(Admin. Clerk) (Admin. Clerk) (Snr. Admin. Clerk) (Snr. Admin. Clerk)

Mrs DC Ntuli Mr ZP Nyawose Mr LF Sibisi Miss SV

Shangase (Snr. Admin.

Clerk) (Snr. Admin.

Clerk) (Snr. Admin. Clerk) (Admin. Clerk)

VACANT VACANT

POST POST

MORTUARY Mr. SA Nyawose Auxilliary Serv.

Officer

GJ CROOKES RECEPTION DEPARTMENT

WHO: We are the Reception/Switchboard Department Staff members: Mr. TR Cele Mrs. Rumba Gounder Mr. Lucky Khomo Mrs. Prea Moonsamy Mrs. HG Zama Supervisor: Mr. Leslie Shibe WHERE: We are situated in the top section of the hospital as you enter from the parking lot area. WHAT SEVICES DO WE PROVIDE? PUBLIC: SWITCHBOARD – We answer all your calls and transfer you to the

department or ward at your request. We convey messages for some of the patients. We attend to all your queries and help you as far as possible.

Time: We are a 24 hour service provider. PRIVATE X-RAYS – We register all patients who are referred from Private

Doctors for X-rays. STAFF: We answer your calls and make official outgoing calls. We make

announcements at your request once authority has been obtained. We attend to all your queries and try to help you with as much information as far as possible.

BIRTH REGISTRATION: We deal with the Registration of your baby’s birth with Home

Affairs on your behalf. Upon your six week visit to the Post Natal Clinic, you may collect your baby’s Birth Certificate form the Sister.

MATERNITY CERTIFICATES - These are certificates for the confirmation of birth. Time: 07H00 – 12:00 Day: Weekdays. ANTE NATAL CLINIC – We provide patients with maternity files and blood tubes. First Visits: Mondays and Fridays Repeats: Tuesdays and Thursdays Gynae: Wednesdays (by appointment only) DENTAL CLINIC – We make files for first visit patients and the files are kept at the

Admitting Department. Day: Thursdays Time: 8:00 – 16:00 ADMISSIONS AND DISCHARGES – We admit and discharge female patients for wards

A, B and C (fees are to be paid on admission or before discharge.)

GJ CROOKES HOSPITAL

RECEPTION/SWITCHBOARD DEPARTMENT

SERVICE STANDARDS FOR OUR EXTERNAL CUSTOMERS WHAT DOES THE RECEPTION/SWITCHBOARD AREA PROVIDE/DO? We provide the following services:

Answering of the internal telephone calls and conveying messages. Admission and discharges of female patients. Issuing of Maternity certificates, Dental and X-ray files. Collecting and receipting of monies for Oxygen Refills, Private X-rays, Inpatients fees, MMF1/Insurance and Cremation forms and any type of account payments. Undertake classification and fee assessment of all in-patient and out-patients. Assist the Home Affairs Department in the Completion of Birth Notification forms of babies born at this institution. Maintain the supply of BI1663 forms and issue same to wards.

STANDARDS FOR IMPLEMENTING We strive to provide you with the best possible service and we commit ourselves to answering your calls in under 5 (five) rings, to make your outgoing calls in under 5(five) minutes. We strive to obtain the best and the most important information from you in order to complete your files and to convey messages correctly. We will constantly update you on changes in fees to be paid. CUSTOMER SATISFACTION In order to continually provide you with the best service, the Department intends to:

Provide an information help line to enable you to give us your views Consult you regularly on the services that we provide.

GJ CROOKES HOSPITAL

RECEPTION/SWITCHBOARD DEPARTMENT

INFORMATION REQUIRED

In order for us to complete your documents successfully, we will need the following documents from you: PATIENTS

1. Copy of your I.D Book. 2. Copy of your Pension card or book – whether private, civil or old age

pension.

3. Copy of your latest Pay Slip (if married – copy of your spouses pay slip as well).

4. If unemployed proof of Unemployment – a U.I.F card, that is not older than

6 months – plus supporting Affidavits stating that you are unemployed (if married – same for your spouse).

5. If you are employed, your last salary advice and your spouses if married. If

you are self-employed, copies of your latest Tax Returns or VAT certificate for your business or latest statements from your bookkeeper. If this is unavailable, a Bank Statement for the last 3 months would be required.

6. If on medical aid please supply your card. STAFF

1. Copy of your I.D. 2. Persal Number. 3. If married spouse’s details and salary advice. 4. Complete the assessment form provided and return the documents to the

Revenue Department with a copy of your latest salary advice and your copy of your I.D Book.

5. If on medical aid please supply your card.

GJ CROOKES HOSPITAL

RECEPTION QUESTIONNAIRE Kindly complete this questionnaire and return it to the Reception Department or post it to: THE HOSPITAL MANAGER GJ Crookes Hospital P/Bag x5501 SCOTTBURGH 4180

* NAME: ________________________________________ TELEPHONE NUMBER: ( ) (H)

( ) (W) ________________________ (CELL) POSTAL ADDRESS: ________________________ ________________________ ________________________ ________________________

1. Were you pleasantly greeted when you were being attended to? __________________________________________________________________________________

2. Were you satisfied with the services that you received?

__________________________________________________________________________________ 3. Were you satisfied in the manner that you were attended to?

__________________________________________________________________________________ 4. If you have ever phoned the hospital – was the telephone answered to your satisfaction, if not

please comment? ____________________________________________________________________________________________________________________________________________________________________

SUGGESTIONS __________________________________________________________________________________________________________________________________________________________________________ COMPLAINTS __________________________________________________________________________________________________________________________________________________________________________ REQUESTS __________________________________________________________________________________________________________________________________________________________________________

* Not compulsory – you may remain anonymous. Your comments are nevertheless valued.

GJ CROOKES HOSPITAL

RECEPTION DEPARTMENT

ORGANOGRAM

HOSPITAL MANAGER (Mrs. SP Nyawo)

(ACTING) ASSISTANT DIRECTOR : ADMIN.

(Mr. RP Appadu)

CHIEF ADMIN. CLERK : PATIENT ADMIN. (Mrs. AE Wood)

RECEPTION SUPERVISOR (Mr. Leslie Shibe)

Mr. TR Cele Mrs. Rumba

Gounder Mr. Lucky Khomo

(Snr. Admin. Clerk)

(Admin. Clerk) (Snr. Admin. Clerk)

Mrs. Prea

Moonsamy Mrs. HG Zama

(Admin. Clerk) (Snr. Admin. Clerk)

G J CROOKES HOSPITAL

REVENUE DEPARTMENT

WHO: STAFF MEMBERS Miss Elizabeth Book Miss Thandi Cele Mrs Abigail Chetty Miss Geetha Maharaj Supervisor: Mrs. Ansie Wood WHERE: We are situated in the top section of the hospital, left

from Reception. WHAT SERVICES DO WE PROVIDE ?

Completion of MVA / Insurance claim forms. Follow up of unpaid accounts. Setting up of accounts. Receipting of payments – Cash and cheques. Payment of Imprest money and Community Health

Workers’ salaries.

GJ CROOKES HOSPITAL

REVENUE DEPARTMENT

DOCUMENTATION REQUIRED IN ORDER FOR US TO COMPLETE MOTOR VEHICLE ACCIDENT (MVA) AND INSURANCE CLAIM FORMS, WE WILL NEED THE FOLLOWING DOCUMENTS:

MMF1 or Insurance claim form

Signed consent

Letter of request from attorney

A fee of R57.00 for completion of MVA/Insurance claim forms and copies of Medical Records.

If forms are completed and copies of medical records are requested for

separately, a fee of R57.00 is required for each request. IN ORDER FOR US TO SET UP YOUR ACCOUNT, WE REQUIRE THE FOLLOWING:

1. YOUR CORRECT INCOME – In order to confirm this we need: a) Bank Statement for the past 3 months b) Salary Advices for both spouses. c) Income Tax Certificate. d) A completed assessment form available form our offices. e) Pension card if Social Pensioner.

2. MEDICAL AID PATIENTS – to provide:

a) All documents stated in number 1 above b) Valid Medical Aid card

3. STATUTORY PATIENTS – we require:

a) G111 form if patient is from Correctional Services. b) SAP 70 form if patient is from the SAPS The above documents must be correctly completed and stamped with appropriate stamps from the departments responsible and signed by the official from that specific department.

4. WCA ACCOUNTS – we require: An employers report to be submitted on first consultation if an employee was injured on duty. This document must be correctly completed with

the company’s registration number in the space provided and must be signed by the employer. If the form is not supplied, the patient would be required to pay the Hospital fees until such time as the report is supplied.

PERFORMANCE STANDARDS

REVENUE DEPARTMENT

TO ACHIEVE OUR TARGET OF R3.5 MILLION FOR FEES COLLECTIONS AS A TEAM.

EACH MEMBER’S DUTIES COMPLIMENTS THE

OTHER’S, AIMING TO ACHIEVE OUR BIG GOAL.

TO TREAT ALL CLIENTS EQUALLY AND

RESPECTFULLY.

TO TREAT EACH OTHER WITH RECOGNITION AND DIGNITY.

REVENUE DEPARTMENT

GJ CROOKES HOSPITAL

REVENUE DEPARTMENT

ONLY THE BEST FOR YOU.

We are here to assist you as soon as the sun rises

GJ CROOKES HOSPITAL Private Bag X5501 SCOTTBURGH

4180 Phone: (039) 9761300 Fax: (039) 9781295

WHAT DO YOU NEED TO ENSURE THE EFFICIENT

PROVISION OF THESE SERVICES?

• MMF 1 Form • R57,00 • Consent to release medical records • Statement of accounts when paying • Employers Report of Accident • G111 or SAP 70 form • I.D Book

Setting up of accounts

• We need your correct address, tele-phone number and your medical aid number, if you cannot produce

medical aid card you will be requested to pay cash • We need your I.D Book

• MOTOR VEHICLE ACCIDENT AND INSURANCE CLAIMS

• WE SET UP YOUR ACCOUNTS

• FOLLOW UP OF UNPAID ACCOUNTS

• RECEIPT PAYMENTS

• INJURY ON DUTY QUERIES

WHAT SERVICES DO WE OFFER TO YOU?

IF I HAVE A QUERY WHAT CAN I DO?

Telephonically You can contact us telephonically on (039) 9761300 07:30-16:00 on Extension 2203,2207,2212 or the Head of Department on ext 2216. or In person You are most welcome to visit us in the Revenue Department at GJ Crookes Hospital. Where about in the Hospital are we? As you enter the Top Security Gate of the hospital, turn left, walk straight to-wards the Main Entrance, when you en-ter you will see our Reception area. Turn left as you enter and walk down the passage, you should pass the Ante Natal Clinic on your right hand side.

GJ CROOKES HOSPITAL

REVENUE DEPARTMENT

ORGANOGRAM

HOSPITAL MANAGER (Mrs. SP Nyawo)

(ACTING) ASSISTANT DIRECTOR : ADMIN.

(Mr. RP Appadu)

CHIEF ADMIN. CLERK : PATIENT ADMIN. (Mrs. AE Wood)

Miss Liz Book Mrs. Abigail Chetty Miss Geetha Maharaj

Miss Thandi Cele

(Admin. Clerk) (Admin. Clerk) (Snr. Admin. Clerk) (Snr. Admin. Clerk)