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Five things to check in the reception area

Area is clean magazines or reading materials working phone system comfortable seating proper lighting

Five task to perform at the front desk

Turn on the computer check the appointment schedule prepare patient forms, organize office supplies review messages, and emails

Scheduling methods

• Clustering → Specific type of visit

• Wave → First half hour scheduled, last half hour open

• Double-Booking → Same time for more than one patient

• Open Hours → No appointment, seen in order of arrival

• Single-Booking → Specific amount of time

• Modified Wave → Last half hour spaced at 10–20 min intervals

• Streaming → Time allocated based on need

• Unstructured → Open block of time

Hardware and software

Hardware, keyboard monitor software, Microsoft Word Internet browser

Difference between hardware and software

Hard physical parts of a computer software programs are on computer

Application software and suites:

• Application software: Helps you do tasks

• Application suites: Group of programs bundled together

Five tasks for exam room prep:

• Clean and disinfect surfaces

• Stock necessary supplies

• Set up equipment

• Arrange exam table with fresh paper

Caution with Internet info:

• Sources may be unreliable, outdated, biased, or false

• Verify facts from trusted sources

Inpatient admission info:

• Patient’s full name

• Date of birth

• Reason for admission/diagnosis

• Insurance information

• Referring physician’s name

Greeting patients:

• Warm greeting

• Eye contact

• Friendly tone

• Ask for name and appointment details

 New patient info:

• Full name

• Date of birth

• Contact info

• Insurance details

• Emergency contact

• Medical history

• Current medications

• Allergies

• Reason for visit

Guidelines for credible Internet info:

• Check sources

• Look for author credentials

• Verify with multiple reliable sources

• Check date for currency

Downtime

• When the computer system is not working or offline

Appointment criteria:

• Patient’s full name

• Reason for visit

• Preferred date and time

Handling walk-ins:

• Greet kindly

• Ask reason for visit

• Check availability

• Fit in if possible

• Prioritize urgent cases

Benefits of payment planning:

• Reduces financial stress

• Improves satisfaction

• Builds trust and loyalty

Why not to obliterate records:

• Legal documents

• Altering can be tampering or fraud

Importance of office policies:

• Helps patients understand expectations

• Reduces confusion

• Improves communication

EHR scheduling system:

• Practice Management System

• Diagnosis required for hospital admission

• Guarantor is responsible for services

• Specific releases needed for:

  • Mental health

  • Substance abuse

  • Genetic testing records

EHR and charting:

• EHR = Electronic Health Record

• Privacy Officer tracks access

• Progress notes in chronological order

• Charting styles: SOAP, HPIP, CHEDDAR

• Problem Oriented Medical Record

• Chief Complaint = Patient’s own words

• Tickler File = Date-based file system

• Purge = Clean out

Meaningful Use of EHRs:

• Effective use to improve care

• Share info securely

• Improve quality and safety

• Engage patients

CHEDDAR terms:

• Examination → Objective Findings

• Chief Complaint → Presenting Problems

• Return Visit → Follow-Up

• Drugs and Dosages → Medications and Amounts

• Details of Problems → Test Results

• History → Past Medical Events

• Assessment → Diagnosis and Plan

Subjective vs Objective:

• Subjective:

  • She looks queasy

  • I have burning chest pain

  • My daughter has a fever

• Objective:

  • Temp is 38.1°C

  • Baby is lethargic, no tears

  • Skin is pale and diaphoretic

Importance of records from other providers:

• Ensures continuity of care

• Avoids repeat tests

• Understands medical history

Nonmedical info in records:

• Demographics

• Contact info

• Insurance

• Employment status

• Emergency contact

• Marital status

Replacement for Meaningful Use:

• Promoting Interoperability

• Focuses on data sharing and patient access