Patient Reception and Processing

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.


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


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.


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


Comfortable Furniture

Patients usually prefer individual seating.


Reception Area

The reception area should also have: Good lighting Adequate ventilation Regulated temperatures Places to hang coats and rainwear Magazines


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.


Preparing Medical Records

Make certain that there are enough progress notes for the physician to write on during the patient’s

examination.


Replenishing Supplies Replenish supplies regularly

– Stationery– Appointment cards– Encounter forms– Pencils, pens, erasers– Telephone message pads


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.


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.


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.


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.


Patient Names Patients appreciate the use of their names. Pronounce names accurately. Write the name phonetically to help pronounce it

correctly.


Knowing the Patients

Pay attention to the events that are happening in the patient’s life.


Registration Procedures

Use a patient information form to gather demographic facts about the patient.


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


Obtain a Patient History

Patient histories can be obtained through: Questionnaires Interview History forms

– completed by patient– completed by medical assistant


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.


Patient’s with Special Needs Physically challenged Very ill Severely uncomfortable Patients with language barriers Patients with cultural barriers


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.


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.


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.


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.


Problem Situations Talkative patients Children Angry patients Relatives and friends of patients


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.


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.


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.

Patient Reception and Processing

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