Does your front desk pass?
Ten things a patient could complain about at your front desk today, on one page. Ten questions, two minutes. Stand where the patient stands, tick yes or no, and count. Most practices get three or more “yes” answers, and every one of them is something the receptionist can fix.
What the self-test checks
Print it and take it to reception today. Every “yes” is a complaint waiting to happen, to the Information Regulator, the HPCSA or the Council for Medical Schemes.
Can patients in the waiting room read the screen, the appointment book or the sign-in register? Are results given over the phone without checking who is calling?
Are patient details, scripts or photos sent from personal cellphones? Would reception click a “confirm your banking details” link?
Would a spouse, parent, employer or attorney be handed a copy of the file? Does everyone know how long records are kept and how they are destroyed?
Signed confidentiality undertakings, the Information Officer registration and PAIA manual, the complaint steps, and what to do when a patient becomes aggressive.
The self-test also tells you what your score means: 0–2, 3–5, or 6 or more “yes” answers. It is general information, not legal advice on a specific practice.
Three or more “yes” answers? Send the person behind the desk.
Seminar 3: Professional Behaviour, Ethics and the Law in the Healthcare Practice. One day in your town, 08h30 – 16h00, presented in person by Adv. Frikkie Marais. 6 Ethical CPD points, and every delegate takes home the 2026 POPIA Compliance Management Framework (more than 70 policies, SOPs, agreements and checklists, R 6 950 on its own), the manual and the templates. R 1 950 excl. VAT per delegate.