explain the importance of discussing general office policies to patients
STATUS ASSESSMENT If a controlled purchasing system is not in effect, it is good policy to initial all statements or invoices prior to payment. On the federal level, an Employer Identification Number is required when submitting federal income tax and social security taxes, opening retirement programs, etc. An assistant should first interview all salespeople unknown to you and request basic literature for your review. This will avoid a possibly serious error. What are three types of communication you may ask be asked to write? If a long delay is anticipated, the assistant should offer to return the call. Roentgenography supplies If they had little interest, they would not be in the office. Avoid the temptation to alter a course of action that is on schedule in hopes that success will be more rapid through risky innovation. ATTITUDES The assistant might say, "Mr. Jones, you realize that a time reservation has been personally set aside for you. 3.27), and patient folders or pockets should be used to hold all records of a patient or topic. She also recommended that students identify potential "barriers . Some large offices have a manual for business functions and another for clinical functions, while smaller offices just separate these functions by a divider in one book. While reminder calendars and memo books are helpful, they limit the number of possible entries as compared to a tickler file. These patients can be called and asked if they would mind coming Monday rather than the previously scheduled Tuesday or Wednesday, for example. Office subscription handling The last tasks are usually to notify the telephone answering service that the office is closing, make delivery of specimens to the laboratory, mail the day's correspondence, and deposit the day's receipts. Depositing such a check may make it impossible to collect the full balance due. CONTROLS Crowded periods are sources of patient dissatisfaction and may jeopardize clinical quality. Rather, it is better to respond, "There appears to be a poor connection. Then come the obvious questions: Why not? Office equipment and supply firms * Talk naturally The master list is usually kept in a 3-ring binder with subdivisions differentiating such items as: In any event, communication processing should be frequent, smooth, and alert to priority situations. (3) loan payments are above forecasts, Documenting sensitive discussions regarding limits of care, prognosis, and treatment decisions clearly and transparently is crucial. Accounts payable procedures To be tactful when the assistant makes a follow-up call, it should not be "to remind" the patient, but to "confirm" or "verify" the appointment. Preferably, this should be within another cabinet or at least another drawer. Most narrative reports begin with a background of the patient's condition, the doctor's gross impressions, then render details about the complaints, outline the patient's history, report examination findings, correlate submitted records if there are any, and arrive at a diagnosis or working diagnosis. Appearance Inspections THE DAILY RECORD Terms in this set (10) What are three tasks that have to be done before closing the office for the day? A patient is more than a sick body; he or she is also a sensitive psyche. Whenever a document, letter, report, or form may be looked up under two or more names or subject titles, a cross-reference sheet or one or more copies of the original should be used. CBC, echocardiogram, electrolyte panel prior to Cardiac Catheterization. Responsibility should be delegated slowly and only after efficiency has been demonstrated. Record flow is determined by your office policy. The number of new patients, the number of broken appointments, the number of x-ray and physical examinations in a given period, and other such accountings, are the only means you have of objectively analyzing and controlling your practice. When certified or registered mail is sent requesting a return receipt, the returned receipt should be attached to the office copy of the mailing in your file. On the other hand, a credit procedure defines the methods and systems by which the credit policy will be executed such as how charges will be recorded, how and when statements will be mailed, how records will be filed, how overdue accounts will be processed, and other such management and administrative methods. Patients' birthdays and anniversaries may also be noted in such a file. The impressions made upon patients over the telephone are lasting impressions. Sometimes a caller refuses to provide adequate identification. Unworthy patients are considered by many doctors for elimination from the practice. Some doctors expect an assistant to handle nearly all correspondence except those of a strictly clinical nature. 2. maintain eye contact when talking. * New patient They should never be left lying open on a desk when unattended. This, of course, is strictly up to your policy. Keep a copy of this signature page in their personnel files and have them sign new acknowledgements any time you revise or update your policies. Depending upon the disorder involved and its seriousness, the age of the patient is sometimes quite important to record. Such a record (Fig. What will happen if no changes are made? Even if the patient has a scheduled appointment, he or she should not be left sitting in the reception room "waiting a turn." Professional History Medicolegal situations If you are busy but expecting an important call, your assistant should be alerted to this fact. He also requires a CBC electrolyte panel and pan echocardiogram done prior ot the catheterization. Would you mark us on your calendar too?" A policy is a basic statement, principle, or predetermined guideline covering a limited area on which the practice operates and serves to achieve its objectives. Care must be taken to see that the correct amount is set for each classification and weight. Yet, this is what happens in offices that are not run efficiently --an example of poor management resulting in poor human relations. There are several reasons why it's important to have workplace policies: They ensure compliance In the workplace, compliance refers to the act of adhering to a rule, particularly a state or federal regulation. Dead leaves from plants should be removed, and the plants should be rotated for sunlight. requires companies that make drugs, medical devices, and biological medicines to report payments and items of value given to physicians and teaching hospitals. When destroying material (eg, shredding) that was once considered of value, each item should be listed on a sheet and someone should be with you to witness the destruction. 3.20). To maintain office efficiency and its economics, a minimum of lost production time caused by broken appointments, changed appointments, and tardy patients must be controlled. It would be foolhardy to embark on a comprehensive rehabilitation program for a serious condition if it is felt that adherence to the schedule could not be made. If the health service agreed to requires several visits that can be fairly accurately predetermined, your assistant can schedule a series of appointments for specific times during specific days in advance. It is important in establishing a practice, and it is important periodically after your practice has been established. Although dire emergencies are rare in a chiropractic office, they do happen and your entire staff must be prepared to act calmly and decisively. Some offices use a printed fill-in card. If you are getting low on any one item, reorder. If patient contact cannot be made, the only thing left to do is for the assistant to apologize to patients when they arrive for their appointment. Some like to schedule all extensive new-patient examinations during one part of the day or on particular days, and some like to have them interspersed between follow-up appointments. All patients deserve a courteous explanation of why a long delay is necessary. Disinfectant and sterilization procedures Good policy is in the best interests of all patients. Meanwhile, when the assistant leaves her desk for a few minutes, the phone rings. By so doing, the best interests of your practice will be served. Entries should be made in pencil rather than pen so that cross-outs and erasures can be made neatly. 9. It is necessary to refer to a patient's records on return visits, to complete insurance forms, to review case progress, and to supply a variety of other information that is needed from time to time. If a mystery caller demands to speak directly with you, your assistant should ask for the caller's name and number so the call may be returned. To assure efficiency, each phase of your practice should be planned in detail and the phases coordinated with your overall objectives (Fig. A good appointment book is a prerequisite of a good appointment system. The various rooms can be prepared for patients, telephone answering service messages can be recorded, and equipment checks can be made. As professional competence should be taken for granted, patient satisfaction makes the difference between success or failure. Examination Records There are two basic types of planning processes: by induction or deduction. obliterate. Emphasis is placed on Monday morning because an opening on Monday afternoon will often be filled by a call received Monday morning. It is an error if your assistant feels she is too busy to respond to all calls, thinking that the service has already told the caller when office hours begin and that the patient will call back. * Never an interruption, annoyance Regardless of the system used, guides should be used to divide the drawers into appropriate sections (Fig. Doctor's home phone A patient should never be allowed to openly view your appointment schedule. 7. modified wave. It is most difficult and hypocritical to criticize patients for being late for their appointments if the doctor is consistently behind schedule. 3. have a patient sign a disclosure in presence of a witness. * Salesperson At the other end of the spectrum, if you have a large practice or a more complex organization or employ a greater number of support staff, you will need to have more extensive documentation that establishes your compliance with various federal and state employment laws and regulations. explain the importance of discussing general office policies to patients? For example, all hiring managers might think theyre fair in hiring and promotionsbut some might be more diligent about fairness than others. A smile cannot be seen over the telephone, but it can be felt. A one-size-fits-all set of patient care policies will not work, as every facility's needs are different based on the type of care it provides. There is usually no reason to retain the envelope unless the letter does not contain a return address or if the addresses do not match. Clinical equipment repair service The typical format of a daily record for outgoing correspondence is a three-ring binder to hold letter-size forms. Because of constant patient flow in the busy office, constant attention must be given to scattered magazines, cluttered counters, disarranged files, and overflowing wastebaskets. In contrast to telephone reminders, most doctors do prefer the use of mailed reminders (Fig. The information garnered from each film (ie, the report) is legally regarded as the patient's property and as such may be given to the patient or to whomever is designated on a release authorization. Politeness is necessary, even in the most demanding situation. Physicians have a legal and ethical responsibility to provide healthcare that is appropriate for the patient. Dr. Anderson will be glad to hear that because that is what he's been working toward. Services are available today for the small office that were unheard of even for large offices only a few years ago. To reduce the likelihood of issues such as wrongful termination suits, breach of contract claims or other employment-related lawsuits, be sure that your policies and procedures manual does not inadvertently create an employment contract. In both physical appearance and mental attitude, be sure that your office has a reception room and not a waiting room. Mailed Reminders. OPENING ROUTINES * Balance day sheet If your office is required to send considerable third-class mailings or parcel-post packages, a small or medium-size postage meter would be of benefit. Others are unproductive or unnecessary callers. When buying supplies that are used quite frequently, check for quantity discounts. Whenever you have recommended a future appointment but the patient fails to make arrangements, the reason should be noted in the patients' records. In subhead cards, the main heading is typed somewhere on the card for reference. If considerable time has elapsed since a patient's last visit, your assistant should see that you are given a few moments to review case records before the patient is escorted into your presence. A kindly smile, never forced, will do much to tell the patient in distress that he or she will be served with consideration. Definite office policies and carefully planned procedures are the prerequisites for running a smooth and efficient practice. Regardless, mention of the enclosure should be made as a postscript notation in the letter itself. When patients walk into a professional office, they expect to enter a calm atmosphere that is well managed. You name and address can be imprinted on the purchase orders or rubber stamped at the office. Please review the complete list of available books. Because of unforeseen delays resulting from case management, traffic conditions, or climate, it will be impossible to give the patient anything more than an approximate time of your planned arrival. Waiting a long time can also cause undue fear and anxiety. The telephone company is not above error; thus, your monthly toll statement should be reviewed carefully prior to payment. Yet even in cases of justifiable excuses, the patient must be impressed with the necessity of maintaining the treatment schedule. These principles are no more importantly applied than in appointment scheduling. All windows and doors that exit to the outside should be locked. If a patient is scheduled for an extensive examination, for example, noting this allows for proper time estimation as well as alerting the staff to necessary preparations. Return calls can then be made by the appropriate person. A log of important telephone numbers will save time and eliminate confusion (Fig. preferences in the patient's records for reference. When the patient is thoroughly SCHEDULING SYSTEMS Routine Calls After you dismiss the patient, the patient presents the visit slip at the dismissal desk. There are two major reasons for this. She should also have a list of certain callers that you wish to speak to immediately. Appointment scheduling You may ask an assistant to check on certain patients' progress after treatment or to verify that your instructions have been carried out. Policies and procedures help employees to keep their actions within those tolerances. Lending library records TARDY PATIENTS Coils are better than sheets as they take up less space and are easier to tear apart at the perforations. To be sure of the name of the caller, your assistant should repeat it one or two times during the conversation. Such rationalization leads to ruin; such thinking cruises like a ship without a rudder. To save your time, you may wish an assistant to directly process payments received, appointment requests and changes, routine insurance forms, and customary bills to be paid. the mother states that the child has a temperature but denies nausea vomiting diarrhea or other signs or symptoms. During inventory counts, special attention should be paid to items that have a short shelf life such as nutritional supplements and sterile materials. 9. Some assistants get lax or carried away when they are spending another person's money. Strive for more efficiency. Narrative Reports * Caller can leave message: name, who to talk to, phone numbers, reason for call, date & time, initials of receiver Once you have accurately appraised where you are, you can realistically judge where you should be at a certain point in time. If you are in town but out of the office, your assistant can simply state, "Dr. Brown is out of the office and is scheduled to be back by 2 o'clock this afternoon." Routine Calls Schedule a patient procedure Printer * HIPAA regulations, * when to share patient info: coordinating care & treatment, paying providers & facilities, patient-identified people, facility cleanliness, public health, reports to law enforcemnet 2. age and DOB. If room depth is a problem but wall space is not, cabinets can also be obtained in which folders can be stored sideways. Authorization forms This type of file is usually a small container holding a card for each day of the year. One survey indicates that less than 6% of new patients will be referred by sources other than present patients. In most practices, an administrative assistant takes full responsibility for housekeeping. * Confidentiality 2023 GAN Integrity Inc. All rights reserved. or "What seems to be the matter?" If the recommended case program cannot be followed, the patient is wasting money and you are wasting time that could be better applied to cooperative patients. How will they fit with changing requirements? If you buy too far ahead, you may be burdening your capital and find stock aging on your shelves. WHEN YOU ARE NOT IN THE OFFICE You will undoubtedly wish to review each patient's file before the patient is seen professionally. Referral procedures 1. use excellent communication skills. The envelopes are generally filed alphabetically by the patient's name and cross-referenced by the x-ray film number. Some offices place files of deceased patients and of patients who have moved from the Correspondence Files. After the patient completes the form, an assistant should review it to be sure that all appropriate blanks have been filled and that the writing is legible. You and the patient must agree on ways to correct irregularities to the recommended schedule. These statements do not absolutely prohibit or require specified activity. First aid should always be extended upon request, however. High sense of good conduct and hygiene. Contingency plans should be at hand to meet uncertain effects. 3.34). They feel that if plans are not made, discouragement can be avoided from failing to meet deadlines and expectations. For further information, contact the Sales & Service Department of the American Chiropractic Association. If a patient casually mentions a friend or relative that has a health problem and is not a chiropractic patient, you or an assistant can suggest a specific tract that the patient may wish to forward. Other calls that should be referred to you are calls from other physicians, calls about emergencies, calls about home treatment, calls from concerned relatives, and calls from your family. For whatever nonemergency reason you must make a housecall, your assistant should schedule them to your convenience and in the most efficient manner (eg, grouped by geographic area). When all employees understand how theyre supposed to go about their daily routines, and they understand the core ethical values and priorities behind those policies and proceduresthat builds a more unified, trusting culture. The human has yet to be born that can satisfy 100% of the people 100% of the time. As the number of hours required and the courses and seminars approved vary from state to state, contact should be made with the State Board of Chiropractic Examiners for specific information. Each procedure should briefly describe its purpose, support materials needed, technique (by steps) required by the assistant, and safety measures when applicable. Whenever supplies are removed from the central storage area, they should be subtracted from the master inventory list. If your assistant has an urgent question, message, or special caller on the phone, there are a number of methods that can be used to communicate this to you such as a chime, a light system, or a polite knock on the door. Mail Processing in the Doctor's Absence. But fundamentally, policies and procedures allow the organization to hold employees (and third parties) accountable for unacceptable behavior. Your concern over cancellations and changed appointments reaffirms in the patient's mind the importance of office policy and the staff's interest and concern for the welfare of the patient. NUMERICAL INDEXING 3.3). This also mandates that needs are anticipated prior to special mailings that may suddenly increase patient volume. When poorly handled through a thoughtless act or tactless word, your skills and professional reputation may be sharply minimized in the mind of the patient affected. Below is a list of records found in a typical chiropractic office: Address file or book For example, if a patient has not visited the office in 2--5 years, the patient's records are placed in an inactive file. Statistics show that for every eight patients telephoned, five of the eight will accept an appointment. Assistant-Gathered Data. The effects of fatigue become most apparent as the end of a busy day's schedule approaches. Psychiatric referrals/consultants she calls to report that she is out of two of her regular medications, has been running a fever for two days. As health practice is not a business but a profession, any reference to "salesmanship" here might be in poor taste. For example, calls to patients should be separated from those to nonpatients. 4. provider to be seen, date, time. In other situations, a patient may be told to return in 3 weeks, for example, and when the call is made for an appointment, there is no time available. Tasks like those can be done in any number of ways, but policy and procedure show the employee how to do those tasks in your preferred way. No practice or business can be operated successfully without its key people being able to retrieve information quickly. Most states have established specific requirements for re-licensure. Daily dusting, polishing, sweeping, and spot removing are usually necessary, and special attention should be given to the tidiness, cleanliness, and supplies of the toilet rooms. Whether or not the patient will receive the total service scheduled will depend on the type of service specified and how tight the appointment schedule is. Telecommunication Economics Efficient purchasing, comparative shopping, good storage procedures, and alert inventory control offer distinct savings to any office. This is Dr. Godfrey's office calling. * Turn on equipment When the mail is opened, care should be taken to assure that all contents have been removed from the envelope. * Track to show patterns Is there good balance between gross earnings and net income? You cannot accomplish this goal alone. Elaborate business systems are maintained to keep constant contact with customers, enhance good will, and maintain customer and product loyalty. When a patient has been waiting a considerable time beyond the scheduled appointment, your assistant should re-enter the room and graciously apologize for the delay: "We're sorry, but an unfortunate situation has arisen that has delayed our schedule a little." (2) the patient forgot the appointment, The patient must decide which course of action is preferred. Special situations In an uncomplicated condition, case history and examination procedures may sometimes be completed in a matter of minutes. the child has been seen before. That said, theyre also important for several practical reasons. Because people tend to forget and because "no shows" waste valuable time, a few minutes on the telephone confirming the next few days of appointments will keep office time productive. It is constant. RETURN APPOINTMENTS What are three acceptable times that info can be shared, as set forth by HIPAA? Dental referrals/consultants To save patient and office time, many doctors utilize a type of personal history form that requires only a simple "Yes" or "No" answer which can be checked or encircled by the patient. Services are expected to be efficient, punctual, and private. Patients not in severe pain do not resent a patient in distress being taken ahead of them, for they realize that everyone can be in the same situation some time and should receive immediate attention. It is a sheet on which each patient scheduled for that day is listed followed by several columns indicating the patient's next appointment. Prior to making such an investment, it is highly recommended that you read two or three good books on the subject so that you have a thorough overview of the subject. Marital status and number and ages of children offer the doctor an initial overview of the patient's family environment. Surprisingly to some, the most frequent complaints from patients do not concern fees or health services. Upon return, the caller should be thanked for waiting. Communication of sympathy, congratulations, and the like cannot be expressed if the facts are not known. Note: As the doctor is legally responsible for the actions of his employees in the conduct of the practice, it is your responsibility to place specific limits on what an assistant may discuss with a patient, either directly or on the telephone. Assistants should be thoroughly trained in proper telephone etiquette, cheerful but not familiar, and sincere in wishing to help the caller. Make any changes necessary to keep your operations flowing smoothly and to comply with any legal or regulatory changes. It is good policy to have a running record of such calls (Fig. If the patient is a minor or incompetent, space should be provided to record the name of the patient's parents or guardians. Simplicity, organization, and convenience are the keys to smooth function and efficiency. Reminder Calendars This supports the idea that both first and last impressions prevail. Here, too, attempts must be made to find a logical solution. NOTE: The following topics are provided as examples only and neither apply to all practices, nor represent a comprehensive list of all policies that may be beneficial or required. This chapter describes fundamental office policies, procedures, and systems, and their role in practice planning and conduct. Was the patient greeted with a warm and professional approach? Films are filed separately, even the smaller sizes, in specially designed envelopes and cabinets. In the following evaluation consultation, the doctor discusses the findings of the examination and his prognosis under a specified treatment program. From both a clinical and a profit-producing standpoint, the reception room is a nonproductive area. This implies that assistants should be familiar with all office policies, instruments, equipment, and clinical procedures used in the practice. The patient must assume full responsibility for failure to follow professional advice. An assistant should also prevent patients from crossing each other's paths. call management, supervisor, superior, physical examinations require how much time, immunizations and prescription refills require how much time. Taxes are the dues we pay for the opportunity of living in this great country. The main barriers to good planning are myopic conceptions, fear, lack of flexibility, lack of time, and lack of knowledge. * Send memos (4) bank balance drops below forecasts, and How do you handle this situation? Worker's Compensation (local office) If time allows, another patient who earlier desired an appointment but was unable to receive one can be notified of the opening. 12. Following are some essential attributes the front office staff must have . Except with acute cases that require close surveillance, your assistant should have the authority to change the day you suggest either a day ahead or behind to meet scheduling demands. Step-by-step solution This problem hasn't been solved yet! There is always danger in discouraging patients if they are forced to wait an unreasonable length of time. Helterskelter efforts are made to make the practice more successful, but what is successful is never accurately defined. A patient may live in Arizona during the winter, for example, reside in Minnesota during the summer, and vacation on the coast. The habitually late patient is a much more serious problem. Time must be allotted to achievement planning and actions. Each call should be answered promptly by an assistant. Caller: It's been getting worse over the last 2 weeks. schedule a patient procedure Many practices utilize a printed appointment slip or card plus some form of added reminder (eg, telephone call, postcard). These points can then be transferred to the patient's permanent records. These patients have at least been educated that chiropractic health care is not only interested in relieving pain and discomfort, it is also obliged to prevent health disorders from progressing or recurring if possible. Changed or Cancelled Appointments An "Insurance" file can be subdivided to differentiate between "Office Policies" and your "Personal Policies. Assistant-gathered information is usually restricted to the patient's chief and minor complaints, when present symptoms first appeared, how long the disorder(s) has existed, what the patient has done about the condition, the patient's medical and surgical histories, the patient's accident and obstetrical histories, dietary and recreational habits, and the patient's family and social histories. There are many regulations that governments require organizations to follow.
Mechoshade Installation Instructions,
Kjv Standard Lesson Commentary 2020 2021 Pdf,
I Am A Dancer That Is To Say A Conduit Origin,
Lee Kum Kee Siopao Sauce,
Brandon Warren Race Car Driver,
Articles E