Seminar 2: Practice Receptionist / Front Office Professional Behaviour, Ethics, the Law and Improving the Patient Experience in 2018

Seminar 2: Practice Administration Seminar Series: Practice Receptionist / Front Office Professional Behaviour, Ethics, the Law & Improving the Patient Experience in 2018

Available as an in-house or public training seminar

This course has been developed to assist healthcare practices by training people in the skills, knowledge and attitudes necessary to perform the role of a medical secretary/receptionist in a medical setting. The basic components of this course provide opportunities for the receptionist to develop competencies in a controlled learning environment. Pride and confidence in the importance of their position is encouraged, a heightened awareness of patients’ expectations, legislative and ethical rules and the strategies to deal effectively with these expectations result in an enhancement of patient care.

This course focuses on the 7 keys to outstanding patient care (listed below) along with practical strategies for self improvement. Includes time management skills and effective telephone techniques.

Pride – Appearance – Knowledge – Competency – Empathy – Courtesy – Extra Effort

What is covered in the seminar?

Enhancing the Patient Experience in the Healthcare Practice

• What is the Patient Experience?
• Definition for Patient Experience?
• Understand what matters to patients?
• What exactly makes a patient’s imaging experience positive?
• Adopt a communication framework

Professional Behaviour in the Medical Practice

• What are human rights in patient care?
• What are Patient’s Rights?
  • HPCSA Booklet 3 – Patients’ Rights Charter
• Patient’s Responsibilities
  • HPCSA Booklet 3 – Patients’ Rights Charter
  • National Health Act , 2003
  • Section 19 – Duties of Patients
  • Section 20 – Rights of health care personnel

 Interpersonal Skills and Human Behavior

• Dealing with complaints, including telephone complaints
• General tips regarding customer service.

The Medical Receptionist, Ethics and the Law

Record Management in the Medical Practice – General Legal Requirements

1. Introduction
2. Aims of a Record Management System
3. Legislation applicable on Record Management in the Medical Practice
4. Ethical Guidelines applicable on Record Management in the Medical Practice
5. What is a record?
6. Types of records
7. Who is responsible for records in the Medical Practice?
8. Health Records
   1. Creation of Health Records
      • Legislation
      • Ethical Rules
   2. Keeping of Health Records
      • Legislation
      • Ethical Rules
   3. Ownership of Records
   4. Maintaining of Health Records
   5. Access and Disclosure of Health Records
   6. Retention and Disposal of Medical Records in the Medical Practice
   7. Disposal of Records in the Medical Practice
9. Billing Records
   1. The Receptionist and the Patient/Service Provider service agreement.
   2. The Receptionist and the Consumer Protection Act.
10. Personnel Records
    1. Creation of Personnel Records, including employment contracts
    2. Display of Summaries
11. Legal Principles of Communication in the Medical Practice, including sending sms & email.

Course material

We will provide attendees with:
• An on-line copy of our presentation,
• a complete manual
• a CD with ready to use legally compliant forms, policies and guidelines for your practice (or link to download folders)

Who should attend?

All staff working in the front office of a general practitioner, specialist, physiotherapist, psychologist, optometrist, etc. practice. Practice Managers are welcome.

Cost:

R 1,650.00 per delegate (-10% for 2 or more delegates from the same practice). ASAIPA Members qualify for special tariff.

Registration