Behavioral Emergencies

Brenda A. Potter, CPC

Office Administration2nd edition

1

Patient Reception and Registration

Changes in Healthcare Service

Extended hours beyond 9 to 5Large clinics have branch locationsHealth care promotes services

Exceptional Patient Service

Providing best possible assistance Going the extra mileWouldnt you want the same for yourself or your family?Always ask, What is best for the patient?

4

Review examples of exceptional patient service in text. Can students add others?

Why Provide Exceptional Service?

The service that is provided to patients reflects the level of caring and commitment of the medical office staffExceptional service makes patients more confident about services provided in the office.

Basics of Exceptional Service

Everyone must be committed to exceptional servicePatients ARE customers!Patients are #1!!

Patient Informational Materials

Can includeServices offeredDirectory of phone numbers and addressesDirections to facilityA must for new patientsBut not a substitute for personal communication with a patient

Getting the Office Ready

Many things happen before the office opensDeactivate alarm systems at entrances; unlock front door when ready to receive patientsSecured entrances may require employees to swipe name badgeObtain charts for the days appointmentsStart and check office equipmentTurn on television or music systemCount cash drawer

Welcoming Patients

Patient should be acknowledged immediatelyAvoid personal comments about patients appearance

Patient Registration

Every patient new or established should go through registration processRegistration is a vital step in the billing processExisting patients will need registration verifiedNew patients will take longer than existing patients because a new record is created

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Emphasize the importance of EVERY patient going through the registration process.

Registration Form

Information Gathered at Registration

Patients personal information name, address, DOB, phoneGuarantors information name, address, DOB, phonePatients insurance name, address, phone, policy and group numberPatients referral information has the patient been referred to the office by another healthcare provider?Emergency contactSometimes someone not living with the patientAuthorizationsRelease of medical information to insurance companyAssignment of insurance benefits to be sent to physician

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Define guarantor. Differentiate guarantor from insured may not always be the same!

Patient History Form

Review of Patients past medical historyAllergies and other pertinent medical informationFamily history

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Refer to Figure 8-4.

Notice of Privacy Practices

Informs patient about how the patients health information may be used

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Refer to Figure 9-1.

Confidentiality and Registration

Pay attention to volume of speechDont repeat reason for patients visitRegistration stations should be partitioned

Reception Area

Reception area or lobby, NOT waiting room

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The term waiting room has a very negative connotation.

Layout and Design of the Reception Area

Welcoming atmosphereAdequate traffic patterns consider ADAAppropriate seating arrangementTelevision or music (or both)Reading materialSomething for kids

RefreshmentsWheelchairCoat-rackWastebasketClock RestroomReception area must be maintained by front desk staff

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Refer to Figure 8-6.

Emergency Situations

Emergency when a patients health may be adversely affected if immediate action is not taken; possibly even life threateningRecognize potential emergencies

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Emphasize the fact that emergencies can present at ANY location in a healthcare facility even dermatology!

Common Medical Emergencies

Chest painSeizureRespiratory distressDiabetic episodesProfuse, uncontrolled bleeding

Head injury syncopePsychotic episodeEye injuryBurns

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Emphasize the importance of NOT giving the patient ANYTHING that may be construed as treatment.

What the Medical Administrative Assistant Should Do in an Emergency

Get the patient to a physician or nurse as soon as possibleUse a wheelchair to transport patientUse 911 if necessaryProtect the patients privacy as much as possibleFollow the physicians established protocolLocate family members if necessary

Other Situations

FracturesAcutely ill or uncomfortable patients