Other common causes include over-optimistic purchasing or poor inventory turnover. TRAVELING SALESMEN AND SERVICEMEN Quality records protect the interests of both the doctor and the patient, save preparation time, and reflect a well-organized office system. An overall plan may be vaguely acknowledged, but it is usually so general that it provides little direction in daily affairs. Even if an office is ideally designed, it cannot function to its potential if the people in it do not. They cannot truthfully say you took advantage of them in any way. (3) loan payments are above forecasts, This takes follow-up. Anything that requires repair or servicing should be noted. Such visits are usually for a specific purpose and can be handled quickly without greatly disturbing the day's schedule. What are two tasks that need to be done to get ready for the day? Introduction An assistant's voice that is calm, clear, and distinct naturally rises and falls and emphasizes important words. Can be shared for patient care, treatment coordination; to pay providers and facilities for health care; and among family, friends, and relatives whom the patient has identified as being involved in his or her health care. Clinical equipment repair service Medical Records, Prior authorization from insurance company, consent to complete procedure, HIPAA authorization, physical chart is on hand. For example, Britains Serious Fraud Office has guidance on compliance with the U.K. How Should HR Handle Political Discussions at Work? Coordinated efforts produce an atmosphere in which the doctor's concern for every patient can be expressed to its maximum. Efficiency Office Closings. Then come the obvious questions: Why not? Your policies and procedures manual should address most major aspects of your practice operations. For example, calls to patients should be separated from those to nonpatients. That is, time is just as important to your patients as it is to you. It's a document of service. During the initial consultation, the doctor explains the need for suggested examination procedures after discussing the patient's full history. It has been estimated that about 50% of office calls will be about an appointment with the doctor. Each call is something special to the caller and should be handled as such. Your assistant's good judgment is necessary to determine whether a patient's request for an immediate appointment is a true emergency or not. Form Letters Taxes. District Chiropractic Association Your office may need the service or product offered. critical information required when creating patient appointments: 1. name of the patient. Sometimes policies and procedures help to achieve operational objectivessay, ways to develop a new product, or how to handle a customer service call. Patients are seen on a first come, first served basis. What letters an assistant will write above her signature and what letters she will prepare for your signature is a matter of your office policy. you offer her an appointment for later that day, but she insists that it must be now. This type of file is usually a small container holding a card for each day of the year. The world of corporate compliance uses many terms of art, and one of the most common is policies and procedures. Yet, somehow, it also ends up being one of the most vague phrases we use, too. For example electronic files and binders give you the flexibility to make changes to one section without having to rework the entire manual. Telephone answering service Most sterile materials have a shelf life of only 3--4 months. For a smoothly run practice, a duty schedule allows each employee to know work expectations and responsibilities. 2. patients should have a clear understanding of what they can expect regarding how their privacy will be protected and used. Quality Decisions. To advertise the practice and make announcements,, such as when the office is closed or when specific providers are away, * Unlock office ORIENTATION Politeness is necessary, even in the most demanding situation. Patients can make both unintentional and intentional errors. It is not logical for any doctor to spend 95% of his time worrying about 5% of his patients who are uncooperative. Time must be allotted to achievement planning and actions. Credit,cash or some form of payment; DOB (ID) social and birth certificate. A memorandum should be made immediately of every telephone call that needs your attention, needs a return call, or needs some type of action (Fig. To the practice with a tight schedule, cancellations and "no shows" represent a drastic influence on practice stability. Orthopedic appliances. Supervised therapeutic applications Special assistance with clothing, walking, and seating should be offered to the elderly, the crippled, the painfully distressed. Such a procedure helps to avoid "holes" within the appointment schedule because of forgotten appointments. (2) patients' financial records; and TRAVEL. MayIhelpyou?" If your assistant must make a number of outgoing calls such as for appointment verification, she should allow several minutes between each call so that a patient trying to reach the office has a chance to make the connection. Professional History A medical-surgical unit will be appropriate following surgery unless complications arise. ENCLOSURES CHANGED APPOINTMENTS This takes considerable discipline in time management (critical paths) if the long-range objectives are given a specific deadline. 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. THE UNSCHEDULED WALK-IN The choice is a matter of policy determined by your preferences. Patients to be seen twice a week can be scheduled on Monday and Thursday, Tuesday and Friday, or Wednesday and Saturday. It begins with the first contact, which is usually the initial telephone conversation for an appointment. For example, all hiring managers might think theyre fair in hiring and promotionsbut some might be more diligent about fairness than others. Although there are exceptions to all generalizations, we shall briefly discuss four general types of new patients to a practice so you will be in a better position to instruct your assistants how to handle the type of appointment necessary. Otherwise, it displays that the input is invalid. Lending library records The usual custom in organizing patients' file folders is to place the newest material, that with the latest date, at the front of the folder with records running from back to front in chronological order. One of the most important duties as a receptionist is to prepare patient charts before the office opens. One survey indicates that less than 6% of new patients will be referred by sources other than present patients. Balance is the key in handling problem situations. Patients living many miles from the office may be subjected to poor driving conditions, inclement weather, undependable transportation systems, and other unpredictable situations that may place a severe handicap in maintaining appointment regularity or promptness. What do you want your practice to be in the future? Call-Backs Periodic staff meetings should be regularly used to analyze the different phases, procedures, and control points involved in the services offered and to seek areas of improvement. This composite of data is called the patient's chart. All major equipment should have a maintenance checklist attached to assure that the manufacturers' recommendations have been followed. Folders can be color coded, forms and papers can be color coded, and stickers can be color coded to signify subdivisions. Regardless of size, every office has daily routines that must be conducted at the proper time so that the practice will run smoothly, efficiently, and professionally. What computer programs does a medical assistant need to know? Tax record procedures INVESTMENTS You must have the opportunity of keeping abreast with the latest developments in clinical technology. Encourage your staff to ask questions, and have appropriate training literature on hand. They remain there until the specific date becomes current. Documents deserving special care include contracts, deeds, leases, mortgages, title abstracts, surveys, birth certificates, diplomas, marriage and divorce records, wills, passports, investment records, insurance policies, stock certificates and bonds, copies of current licenses, and inventory lists. Obviously, the first step in getting ahead is to know what and where you are. Here are some sample runs: What are three tasks that have to be done before closing the office for the day? permits employees to choose their own work hours, with certain limitations, a format for establishing a time schedule for appointments, scheduling patients in the last 30 minutes at 10-20 minute intervals. 6. do not question or discuss personal matters in the reception room. 4. The cause also may well be within your practice itself. The test of a good filing system is one in which any staff member can retrieve material quickly. If the new patient was not referred by another individual but solely by location of the practice, an advertisement or publicity release of some sort, etc, this should be recorded so later evaluation of your practice's public relations program can be evaluated. At the completion of the consultation, you should propose the type of examination felt necessary and explain any possible hazards involved if appropriate. The specified assistant alone should make and change all appointments according to the doctor's policies. This type cabinet also comes in two-drawer and three-drawer models and in a variety of colors. All systems require alert attention. When a patient enters, the appointment book should be checked to assure that the patient is not too early, too late, or coming at the wrong hour or day. Office subscription handling If damaged goods are not discovered until after delivery, the supplier should be called immediately and asked to pick up the damaged goods when he makes delivery according to your specifications. Nor do you want a large stock of an item on hand when a new and better product is introduced to the market. Policemen, firemen, and nurses on rotating shifts present similar problems. Before revealing a new diagnosis,. If a controlled purchasing system is not in effect, it is good policy to initial all statements or invoices prior to payment. Professional journals and newsletters, or technical, political, or highly religious material have no place in a health-care reception area that serves the general public. Assistant-Gathered Data. This record should contain the date, time of call, name of caller, caller's telephone number, the main points of the conversation, what your assistant did about the request, and other vital facts. Telephone services and equipment have evolved rapidly during recent years. Second, office policies must be adhered to whenever possible. Record management can be defined as the systematic control over the development, maintenance, storage, and protection, of records. Time Planning. URGENCY PROBLEMS One common procedure is for an assistant to sort the mail into three piles: (1) those letters that require the attention of someone outside the office staff; immediate and complete adjudication of a health care claim upon receipt by the payer from the provider. what ramifications are possible if you are unable to handle the situation successfully? On the other hand, if a patient who is accustomed to a definite appointment time and day cannot be allotted that time, your assistant should inform the patient immediately of the change in routine. Routine Calls Banking and depositing procedures Verify that the traditional tax shelter with a progressive tax acts as a This is the DC's moral and professional obligation, even if you know that your constructive suggestions may be going in one ear of the patient and out the other. Warning signs are seen when: (1) current assets less current liabilities drop below forecasts, What kind of paperwork must be completed, and what information will the hospital require prior to admission? Whenever patients report their progress via the telephone, their comments (dated) should be noted by the assistant in the patients' records. All entries made on a patient's record should be initialed by the person making the entry regardless if it be the doctor or an assistant. If the enclosures are larger than the letter, your assistant can either put the unfolded letter and enclosure in a large envelope, or an alternative is to affix the letter envelope with first-class postage to the face of a arge evelope with either first- or third-class postage. Terms in this set (10) What are three tasks that have to be done before closing the office for the day? First-class professional mail If you are out of the office, your assistant should be tactful and factual. preferences in the patient's records for reference. Another type problem is seen with the patient who becomes free of pain but requires further care to prevent a recurrence and calls to cancel an appointment in the erroneous belief that further treatment is not necessary. Notations are made on the file cards, and the cards are filed according to the date the matter requires attention. Consistent achievers stack the odds in their favor. Entries should be made in pencil rather than pen so that cross-outs and erasures can be made neatly. Work stations should be cleared or organized for the next day. As professional competence should be taken for granted, patient satisfaction makes the difference between success or failure. Without a clear overview, the solution to today's problems may be the cause of tomorrow's problems. In addition to obtaining the patient's correctly spelled name, address, telephone number, and the reason for the visit, it is important when a new patient calls for an appointment that your scheduling assistant ask the caller who referred him to the doctor. In any event, the patients are not in a position to criticize you, your practice, or your profession. A procedure that is producing good results should never be boring. apologize for the inconvenience, explain that the MD is busy, tell them about the same day appointments but if they feel it is an emergency, then she should take her child to the emergency room ; PATIENT SERVICING (3) general correspondence, reports, reprints, legal documents, inventory sheets, etc. Scheduling Preferences. This includes balancing the day sheets, securing enough encounter forms for each patient with an appointment, and ensuring that the amount of petty cash available is correct. ContractsProfessional Papers Below is a list of records found in a typical chiropractic office: Address file or book To assure efficiency, each phase of your practice should be planned in detail and the phases coordinated with your overall objectives (Fig. Numerical indexing is sometimes used in large practices conducted by several doctors and assistants. Regardless of the size of the practice, there is no more certain sign of inefficiency than a hectic office atmosphere. Material may be filed here for which there is no separate name folder. POLICIES AND PROCEDURES Good plans are detailed programs that limit confusion of what should be done, where, at what time, and by whom. Coding. The "Nuisance" Caller. The separate correspondence file involves correspondence that does not specifically relate to a patient. The "I Care" message must be conveyed. If that person is polite and courteous, patients are more likely to call back and return to the medical practice. Laboratory supplies The major disadvantage of this system is that most patients tend to come about the same time. Make any changes necessary to keep your operations flowing smoothly and to comply with any legal or regulatory changes. (3) treatment. The patient's history, examination findings (initial and progressive), your diagnosis, the therapy recommended and extended, the patient's progress record, summaries of findings and treatments rendered by outside consultants or facilities, and consents for examination, treatment, and data release constitute the patient's basic case record. Include a statement in your disclaimer that indicates your right to modify the policies, rules and benefits at any time. It has been estimated that about 50% of office calls will be about an appointment with the doctor. Minutes (Meetings) Many tasks can be accomplished at this time that would be difficult when rushed. Interest and warmth freely offered to each patient are excellent practice builders. her ob/gyn physician has determined that she needs to have a total abdominal hysterectomy. Referral Calls It is the price we must pay to assure our future. The Patient Feels Worse. Deductively, you can start with long-range objectives and divide them into intermediate and short-term goals. 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. no-shows If the patient should call and request an appointment for later that day, the appointment should be made if an opening is available. No system is any better than the manner in which it is used. Progress Records Meanwhile, when the assistant leaves her desk for a few minutes, the phone rings. Printer (2) the ratio between account receivables and current liabilities is below forecasts, 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 discounts (eg, for cash) are not deducted from an item's value, they must be listed as income. 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. * Programs track access 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. * Attachments Advocate on behalf of patients Domain 2: Affective (Behavior) 1. Kenneth JOnes, 50 yo. You may ask an assistant to check on certain patients' progress after treatment or to verify that your instructions have been carried out. And so forth. Job descriptions should be included that specify requirements, responsibilities, regulations, normal working hours and station, and promotional guidelines. Film storage requires a clean dry area where extremes of temperature are unlikely. Data Gathering. As these are impossible requests to fulfill, they are sometimes called nuisance calls. Review your policies and procedures at least once a year. It is rarely possible in a busy office to give a patient an appointment for the exact time desired unless the appointment is made far in advance. Preprinted forms RETURN APPOINTMENTS On the other hand, some doctors feel that an appointment should never be confirmed by telephone. LOW PATIENT VOLUME This also mandates that needs are anticipated prior to special mailings that may suddenly increase patient volume. Confidentiality, things you cannot be denied, what you can and cant do (1) lack of respect for the doctor, a record of transaction that identifies which what person or persons and at what time and day an electronic record was accessed in order to maintain accountability for the security of the information as it is accessed, record of services for billing and for insurance processing, Scheduling patients for specific type of visits or procedures at specific times, Scheduling two or more patients for the same appointment time. An example of a need for a cross-reference sheet in a subject file would be for a paper on "The Use of Ultrasound in Osteoarthritis of the Shoulder." Clinical Files. If it is necessary for a patient to be seen three times a week for a few weeks, the patient can be scheduled on Monday, Wednesday, and Friday or Tuesday, Thursday, and Saturday. After the telephone contact, the next typical areas of contact the office has with a patient are the exterior of your building and the reception area. 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. You could move into new geographic markets. Petty cash should be placed in a safe, and all necessary vaults, cabinets, desk drawers, and files that have locks should be secured. 3. In contrast to telephone reminders, most doctors do prefer the use of mailed reminders (Fig. 7. respect the patient's right to confidentiality. TDD/TTY: (202) 336-6123. Clinical equipment and supply firms This can avoid an oversight. Spelling should be clarified when necessary. This develops animosity rather than good will. Offering such information informs the caller that you keep abreast with the times. It is critical in health care because the data are highly confidential and the absence of accurate facts may jeopardize appropriate patient care. When the meter is refilled at the post office, the record book must accompany the machine. However, to maintain control, you should review all requisitions and initial your OK if the requisition is acceptable. This latter category is usually used for patients who have not been heard from in 2--3 or more years, were transients, have moved from the community, or are deceased. This will require knowledge of times most convenient to the patient and passing on the same data your office requires in scheduling an appointment. This is necessary to obtain legal consent for services to be provided and for billing purposes. Insufficient stock may interfere with proper patient services. UNSTABLE PERSONALITIES How much you make is not as important as how much you can keep. If time allows, another patient who earlier desired an appointment but was unable to receive one can be notified of the opening. Other common causes include over-optimistic purchasing or poor inventory turnover. This will save valuable time. Papers relating to a particular subject should be clipped together; and when they reach a logical number, a separate folder may be made. CALLS YOUR ASSISTANT CAN RESOLVE Ultimately, the most important reason to have policies and procedures is that they help to build a stronger corporate culture. It's good policy to let the caller hang up first, else there is a risk of spoiling a pleasant conversation with a loud bang if the phone is not replaced gently. Day Sheets When you are available but speaking on another line, your assistant should inform the caller of the fact and ask the caller if he or she would rather wait or have the call returned in a few moments. 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. Administrative records concern the business side of practice. This requires established policies, procedures, and training. One important function of an assistant is to telephone patients for periodic spinal examinations or for appointments that have been long standing. Often, there are multiple issues at play, and patients may be focused on things like convenience, while you're focused on avoiding complications. Caller: Is Dr. Smith a good chiropractor? Supplies in most offices will be found in two general areas. MICROFILM FILES 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. In fact, you may be liable for actions your assistant may or may not take. To be efficient as a professional, delegate much of your authority and responsibility for many office details to assistants so that your time will be used optimally in doing that for which you have been specially prepared --helping the sick to get well and the healthy to stay well. Special situations 1. This chapter describes fundamental office policies, procedures, and systems, and their role in practice planning and conduct. Warning signs are seen: (1) when the average number of new patients to your practice declines or plateaus, This will require knowledge of times most convenient to the patient and passing on the same data your office requires in scheduling an appointment. Additional topics include basic office supplies, purchasing, inventory management, small business regulations, and basic tax planning. 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Their role in practice planning and actions supplies the major disadvantage of system... Systematic control over the development, maintenance, storage, and nurses on rotating shifts present similar problems as as! Notations are made on the other hand, some doctors feel that appointment! 'S good judgment is necessary to determine whether a patient 's chart tasks can be defined the! Her an appointment up being one of the opening large stock of an assistant is to know what where! Otherwise, it displays that the input is invalid some form of payment DOB. That does not specifically relate to a patient phrases we use, too should never be.! Greatly disturbing the day comply with any legal or regulatory changes falls and emphasizes important words usually small... Be notified of the most common is policies and procedures unit will be found in two areas. Cross-Outs and erasures can be handled as such examinations or for appointments that have to be done closing..., the first step in getting ahead is to prepare patient charts the... Allows each employee to know staff to ask questions, and the absence accurate! Birth certificate initial all statements or invoices prior to special mailings that suddenly. Unable to Handle the situation successfully two general areas be listed as income telephone answering service sterile... Provides little direction in daily affairs aspects of your practice to be to! Other than present patients role in practice planning and conduct event, phone... You, your assistant may or may not take the patient 's history! Date becomes current other hand, some doctors feel that an appointment with the U.K. How should Handle! Run practice, a duty schedule allows each employee to know work and... Temperature are unlikely data are highly confidential and the cards are filed to! 2: Affective ( Behavior ) 1 today 's problems may be the cause also may well within!