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Patient Reception and Processing

2 Copyright © 2011, 2007, 2003, 1999 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

Focus is on care of the patient

The success of the practice is inevitable.

3 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.

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.

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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.

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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.

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Knowing the Patients

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

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Registration Procedures

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

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Patient Demographic Information

• Full name

• Date of birth

• Responsible person’s name and relationship

• Address

• Phone number

• Spouse information

• Information on the nearest relative

• Occupation

• Place of employment

• Social Security number

• Driver’s license number

• Source of referral

9 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.

Obtain a Patient History

Patient histories can be obtained through:

• Questionnaires

• Interview

• History forms

– completed by the patient

– completed by the medical assistant

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How to attend Patient’s with Special Needs

• Physically challenged

• Very ill

• Severely uncomfortable example: patients with migraines.

• Patients with language barriers-Do they need writing instructions?

• Patients with cultural barriers-Do they need a male or female in the room?

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Courtesy: 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.

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After the Patient Has Been Seen

• Clean up the examination room.

• Make certain that the room is ready for the next patient.

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Challenging Situations

• Talkative patients

• Children

• Angry patients-DO NOT FOLLOW ANGRY PATIENTS! Simply chart the patients behavior or refusal of treatment.

• Relatives and friends of patients

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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.

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Summary of Scenario

• The medical assistant must truly want to make a difference in the medical profession.

• Consider patients as customers of the practice.

• Provide exceptional customer service to every patient.

• Treat patients the way that you would wish to be treated.