Some Interesting Facts to Start the Day€¦ · organisation HPI-O (hippo) NASH National Authentication Service for Health NASH certificates ... Care for your customers Give fair

20/06/2017

1

THE SERVICE

IS MORE IMPORTANT

THAN THE FOOD.

A Masterclass for Medical Receptionists & Administrative Support Staff.

Margaret McPherson. CPM, FAAPM Brett McPherson . Life Member – AAPM, CPM, FAAPM . ©

Some Interesting

Facts to

Start the Day !


1. Switzerland

2. Iceland

3. Sweden

4. Norway

5. Andorra

6. Australia

7. Finland

8. Spain

9. Netherlands

10. Luxembourg

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

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Welcome & Respect alternate views.


e Health “101”

� What is e-Health ?

“an umbrella term... to describe the combined use of electronic communication and information technology in the health sector... the use in the health sector of digital data - transmitted, stored and retrieved electronically - for clinical, educational and administrative purposes, both at the local site and at distance”

"e-health can be considered to be the health industry's equivalent of e-commerce,”

What is e-Health (2): The death of telemedicine? http://www.jmir.org/2001/2/e22/


e Health “101”


the

� Right Information

for the

� Right Person

at the

� Right Time

3

R’s

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e Health “101”

Terminology

� ADHA Australian Digital Health AgencyNEHTA – national electronic health transmission authority

� MyHR My Health RecordPCEHR – personally controlled electronic health record

� ART Assisted Registration Tool

� Opt Out initially – patient required to register Opt Intrials x 2 – govt adopted recommendation to

Opt Out ( 2018 )


e Health “101”

Terminology

� SHS Shared Health Summary – “4”

demographics allergies

immunisations medications

� Inclusions event summaries e-discharge

pathology medical imaging

e-medications e-referrals


e Health “101”


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e Health “101”


GP - EMR

MyHR(PCEHR)

Providers –hospital, ahp,

specialist,

pathology, etc

Terminology

� SMD

Secure Message Delivery

encrypted & secure

argus

healthlink

referralnet

e Health “101”

Terminology

� Healthcare Identifiers

individual IHI

provider HPI-I (hippi)

organisation HPI-O (hippo)

� NASHNational Authentication Service for Health

NASH certificates

� PKI CertificatesPublic Key Infrastructure - site


e Health “101”

Terminology

� PIP Practice Incentive Program

e health component- electronic resources- set-up SMD, MyHR- uploading SHS

up to $50 k p.a.

� Cloud Technology Medirecords, Helix ( MD )


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e Health “101”


http://trainitmedical.com.au/ehealth-free-resources

Homework: -

1. Complete MyHR

eLearning Modules

2. Download cheat sheets

for your software

3. Try Software simulations

4. Training in “The Sandpit”

5. Develop ART workflow

e Health “101”


e Health “101”


� What is m-Health ?

includes the use of mobile devices in collecting aggregate and patient

level health data, providing healthcare information to practitioners,

researchers, and patients, real-time monitoring of patient vitals, and

direct provision of care (via mobile telemedicine);

The Future of

Health Care

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http://www.greatcall.com/greatcall/lp/is-mobile-healthcare-the-future-infographic.aspx

e Health “101”


Helpful Apps on practice Web Page ?

e Health “101”

Medicare

iCare Health

Clinic Specific

Vision Test

Vaccination

Meds Reminder

Better Health

Travel


e Health “101”


The medical consult and health

service delivery model in 2020

will be significantly different

than the current way we work.

If we don’t embrace change

and adopt innovation –

We don’t survive !

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If you always do what

you’ve always done,

you’ll always get what

you’ve always got.

Anthony Robbins.

e Health “101”


Overview of this session:

� Your role in the patients journey.

� Improve your customer service standards.

� Discover how you can make a difference.

� Manage your patients' expectations.


Customer Service

What is Customer Service?


Customer Service

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It’s not what you say, it’s not what you do

- it’s how you make me feel”


Customer Service

What attitudes assist in providing good service?

� Enjoy helping people

� Handle people well

� Care for your customers

� Give fair and equal treatment to all

� Be understanding of people with special needs


Customer Service

Skills for customer service

� Know about your organisation

� Learn the technical parts of the job

� Communicate well

� Be consistent

� Be organised

� Know your place in the team and be a

team player


Customer Service

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The most important customer service

factors:

1. Delivering service quickly

2. Positive communication

3. The personal touch

4. Keeping customers

5. Turning complaints into

opportunities


Customer Service

The most important customer service

factors:

6. Creating “moments of truth”

7. Exceed expectations

8. Good systems are as good as smiles

9. Follow up and follow through

10. Deliver


Customer Service

Expectations V’s Deliverables


Customer Service

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� Know your clients

� Diverse cultural backgrounds

� General impairment

� Mental impairment

� Mobility difficulties

� Speech impairment

� Hearing impairment

� Visual impairment


Identifying Special Needs

Customer Service

� Internal

� External

…Customers are an investment – Maximise your return…


Who are our Customers?

Customer Service

How to provide customer service as a medical

receptionist

1. Focus on one patient at a time

2. Bring a positive attitude to work

3. Follow up promises

4. Develop a good phone customer service manner

5. Provide good customer service to co-workers


Customer Service

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Customer Service Charter (CSC) a missionstatement reflecting values

� Ensures that customer services are of the highest quality and consistently of high quality

� Maintains the image of the practice in the eyes of the customer and encourage customer referrals

� Stresses that every employee within the business is involved directly or indirectly with customer services


Customer Service

Customer Service Charter (CSC) a mission

statement reflecting values

� Emphasises that every activity within the organisation

must be linked to satisfying customer, needs, including

specific groups of customers as well as general customer

needs


Customer Service

Customer service objectives

� To provide the highest quality professional customer services to all customers and specific customer groups and to involve all personnel in providing such service


Customer Service

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Achieving the mission requires:

� Every employee recognising their direct or indirect

involvement with customer service

� Every employee communicating with one another on

customer service

� Employees listening to and discussing with customers needs

of all customers and specific groups

� All employees treating customers with respect,

commitment, taking a caring and helpful attitude to

meeting customer needs


Customer Service

What is Organisational Culture ?

The way we do things around here !

Consistency !!


Customer Service

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Communication

� acknowledge person

� call people by their name

� ask questions, show interest, listen attentively

� bring conversations to a close

� maintain eye contact

� use non-verbal invitations to encourage talking


Customer Service

Non Verbal Communication

� The messages you give, without saying a word!

� What your clothes say!

� Key to Reading Body Language

Always think about the context in which the body language occurs and observe clusters of signals – not just solitary signals.

� Impressions are determined by 3 basic factors:

- 7% words

- 38% tone of voice

- 55% body language


Customer Service

Non Verbal Communication

� Beware of posture

� Keep control of hands and arm movements

� Avoid using flamboyant gestures

� Make eye contact

� Face and listen directly

� Keep your distance

� Use voice volume, tone and

tempo to effect


Customer Service

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Dealing with Difficult Behaviour

� Label the behaviour, not the customer

� Listen

� Don’t get defensive

� Don’t take it personally

� Find out what the customer wants

� Discuss alternatives

� Take responsibility for what you

CAN do

� Agree on action


Customer Service

Dealing with Difficult People “the 10 step plan”

I. Listen intensively

II. Don’t get defensive

III. Respond with “Sorry-Glad-Sure” phrases

IV. Show empathy

V. Gather information

VI. Find out what the person wants


Customer Service

Dealing with Difficult People “the 10 step plan”

VII. Explain what you can do

VIII. Discuss alternatives and agree on action

IX. Take action

X. Follow up

RULE OF THUMB –

Look for a “win win” situationMargaret McPherson. CPM, FAAPM Brett McPherson . Life Member – AAPM, CPM, FAAPM .

©

Customer Service

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I want to win

and

I want you to win too.

I want what’s fair for all of us.


Win - Win

Customer Service

Ways People often Deal with Conflict

� Avoid the conflict

� Smooth over the situation

� One or both parties compromise

� Confrontation

� Power struggle

� Consensus, or

� ‘Hook you’


Customer Service

Why Listen?

� We need to gather information

� What happens when vital information is

missing?


Customer Service

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A Final Word…

� Greet everyone you meet enthusiastically

� Don’t pass judgment

� Be sincere and appreciative

� Enjoy old friends – make new friends

� Smile at everyone

� Learn from each other

� Leave everyone feeling happier

that they have shared your day.


Customer Service

Life is not the way it’s

supposed to be.

It’s the way it is.

The way you cope with it

is what makes the

difference.


Virginia Satir

Customer Service

What is Accreditation?

Independent recognition that an organisation service, program or

activity meets the requirements of defined criteria or standards.

Accreditation provides quality and performance assurance for

owners, managers, staff, funding bodies and consumers.

Accreditation is a tool to measure and improve performance and

outcomes.


Accreditation

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Accreditation can help an organisation to:

� provide independent recognition that the organisation is committed to safety

and quality

� foster a culture of quality

� provide consumers with confidence

� build a better, more efficient organisation with quality and performance

assurance

� increase capability

� reduce risk

� provide a competitive advantage over organisations that are not accredited, &

� comply with regulatory requirements, where relevant.


Accreditation

� Standards are developed by the RACGP.

currently 4th edition:- 5th edition launched October 2017.

� Practices are accredited every 3 years.

� Agencies: AGPAL, GPA ( most common )

� Voluntary but PIP / PNIP – requires practice to retain

accreditation. ( PIP $10 k - $150k PNIP max = $125k )


Accreditation

What are “the standards” ?

� a template for quality care and risk management in contemporary Australian general practices

� designed to keep general practice at the forefront of safe, high quality primary healthcare delivery in Australia.

� have evolved with the changing landscape of Australian healthcare and reflect contemporary practice.

� provide a framework for the continuing development of well performing practice teams to enable them to focus on quality care and risk management.


Accreditation

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Why different editions ?

� evolution of the general practice team

� reflect health reform

� e Health initiatives

� consumer engagement

� patient feedback for QI

� ATSI recognition and recording

� compliance


Accreditation


http://www.racgp.org.au/your-practice/standards/standards4thedition/

Accreditation

5

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Accreditation

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Accreditation


3. Safety & Quality

* Hand Hygiene Australia

www.hha.org.au

* My Health Record

“Using the system as part

of good patient care”www.digitalhealth.gov.au

* Internal Practice training / certificates

Accreditation


Accreditation

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Accreditation

Your role.

� input to improve policies – meetings, feedback, initiative

� adherence to practice policies

� quality improvement – e.g daily patient data update challenge.

� nominated person 20 minute interview on the day of visit

( tip = if unsure, reference the practice Policy & Procedure manual)


Accreditation


Accreditation

Recognition & Education

www.gpa.com.au

www.qip.com.au

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Triage in General Practice

The RACGP Standards state that:

• Administrative and clinical staff should be able to describe practice policy for identifying patients with urgent medical matters

• Administrative staff need to assess urgency when receiving calls, and

• Administrative staff need training relevant to their role in the practice



WHAT DOES IT ALL MEAN?

The purpose of triage is to ensure that the patient is

referred to the appropriate clinician for the

appropriate level of care within an appropriate

period of time.

Assessing our patients and identifying their needs to

ensure best possible outcome with the least risk of

adverse events.



What is an adverse event, incident and near miss?

� Adverse event� Any unplanned event resulting in, or having the potential to

result in injury to a client, staff, visitor, property or an unintended outcome

� Clinical (client) incident � An event or circumstance that could have, or did, lead to

unintended and or unnecessary harm to a person receiving care.

� Near miss � An incident that had the potential to cause harm but didn't,

either by chance, luck or through timely intervention. A near miss should receive the same level of scrutiny as an incident that resulted in actual injury


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In a court judgement in Alexander v Heise & Anor [2001] NSWCA 422, practice staff were found to have a duty of care to patients.

This case involved the receptionist deciding that an appointment was not urgent, and the patient died from an aneurysm before the appointment.

In court the receptionist was found, however, not to have breached her duty of care on this occasion, as she based her assessment on the information given to her.

This raises several risk management issues



� In 2002, the New South Wales Court of Appeal ruled that ‘a

doctor’s receptionist has a duty of care to assess a patient’s

condition, determine the urgency of the case and make an

appointment based on the urgency of the patient’s

symptoms’.8 It also noted the need for policy and training to

guide receptionists.

Kubacz J. Receptionists owe a duty of care. Australian Health Law Bulletin 2002;10:56.

Search PubMed




Develop a practice based

triage protocol which

clearly outlines the steps of

the triage process and the

roles and responsibilities of

those involved.


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Who does the doctor see first?

� Immediate 1-2 minutes e.g. unconscious, heart attack

� Urgent 2-30 minutes e.g. severe pain

� This session 30min – 2 hrs. e.g. fever, sore throat

� Today some time

� Tomorrow or later, advance bookings



TYPES OF TRIAGE and how to manage them


� Phone

� Face to face

� Email


PHONE TRIAGE - PHONE ANSWERING

� Placing on hold

� Answering machine

� Investigative Work

What should you do?

What can you do?

What do you know of this pt?

� Well known pts often create bigger risk

� Who can help you with your decision?

� What notes do you have quick access to help you make you decision?



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� Case Study – 1

Mother of Steven rings. He has a sore toe.



FACE TO FACE TRIAGE

� What is urgent?

� How do you recognise?

� What training is appropriate (initial & ongoing)

� What are the capabilities of your practice?

� Do you have a nurse?

� Should you ring ‘OOO’?




Asthma Storm

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ISSUES REQUIRING TRIAGE

� High v Low priority patients

� Critically ill patients

� Infectious patients

� Aggressive patients

� Patients you don’t want

in the surgery



� Case Study - 2

Patient arrives at the surgery with a bleeding wound.

What do you need to consider?




� Case Study - 3

Lecturer rings you to say they are sending a

student up who seems depressed.

The student is from China, has not been to the

practice before. They live alone in Australia.


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� Case Study - 4

Your New pt to the practice arrives very short of breath. Says she has asthma.

She has her three children with her they are 8 years, 12 years and 14 years.

The children are upset and worried for their mother.



� Case Study - 5

You are the first person to arrive at the practice, you notice that there is a patient slumped by

the front door.

What do you do?


Policy (Example)

Best practice is committed to the identification and

prompt treatment of urgent medical cases. All staff

are made aware of this at induction, through

training and through the P&P Manual.


POLICY & PROCEDURE


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Remember your triage protocol

- is never going to be perfect

- is a guide to your practice capabilities

- keeps everyone doing the same thing

- encourages the appropriate investigative work

- stimulates awareness that the process needs to

be taken seriously



Tips & Tricks


� What takes up your time at reception ?

If you could improve just one thing at your practice

that would make your work day more efficient –

what would it be ?

What is the one thing that is

the best part of how you

work at your practice ?

Tips & Tricks


Adopt –

Quality as a

Business Strategy !

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Tips & Tricks


Jayex, 2016.

Tips & Tricks


Tips & Tricks


The Receptionists Ten Commandments !

� Thou shalt be consistent.

� Thou shalt communicate.

� Thou shalt only need to do it only once.

� Thou shalt take ownership of the issue.

� Thou shalt ask questions – do not rely

on second hand information.

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Tips & Tricks


The Receptionists Ten Commandments !

� Thou shalt “take a shot”. e.g. - embrace quality.

� Thou shalt take a “teaspoon of cement”.

� Thou shalt be “the one” –

the point of difference.

� Thou shalt know the software

& embrace technology.

� Thou shalt live with it, seek to change it

or end it.

A Final Word


If your horse

is dead,

get off it !!

and remember …….

there is light at the end of the tunnel !!

Thank you

Margaret

McPhersonm: 0438 133 274

[email protected]

Brett

McPhersonm: 0418 131 873

[email protected]


Documents

Some Interesting Facts to Start the Day€¦ · organisation HPI-O (hippo) NASH National Authentication Service for Health NASH certificates ... Care for your customers Give fair