Why Attend?
What is covered in the seminar?
Section 1: Introduction
- The Critical Role of the Healthcare Receptionist
- Purpose of This Seminar
- Training as a Legal and Ethical Requirement
- Professionalism and Compliance in the Front Office
- Practical Steps for Receptionists
- Creating a Culture of Compliance
- Cost of Compliance
- Conclusion
Section 2: The Professional, Ethical, and Legal Foundations of the Healthcare Receptionist Role
- Introduction
- Essential Qualities of a Professional Healthcare Receptionist
- Legal and Ethical Rights and Responsibilities of a Healthcare Receptionist
- Professionalism in the Healthcare Receptionist Role
- Patient Rights and Responsibilities
- Common Front-Office Challenges and Mitigation
- Interconnection of Rights, Responsibilities, and Professionalism
- Key Takeaways
Section 3: Understand What Matters to Patients?
- Introduction:
- The Starting Point: Understanding Rational and Emotional Experience Expectations
- How a medical receptionist can consistently deliver an exceptional patient experience.
- Practical Tips for Consistency
- Enhancing Patient Engagement Through Education
- How to Use These Resources
- Step-by-Step Process for Educating Patients
Section 4: Record Management in the Healthcare front office
- Background
- Aims of a Records Management System
- Legislation Applicable to Record Management in Medical Practices
- Ethical Guidelines for Record Management in Medical Practices
- Definition of a Record
- Types of Records
- Responsibility for Records in Medical Practices
- Creating, Maintaining, and Disposing of Records in Healthcare Practices
- Practical Notes for Receptionists
- Summary Table of Key Legislation and Ethical Rules
- Key Takeaway
Section 5: Privacy, Confidentiality and Information Security in the Healthcare Front Office
- Introduction
- Key Concepts
- Legal and Ethical Framework
- Responsibilities of Healthcare Providers and Receptionists
- Security Measures for Receptionists
- Policies
- Procedures
8. Governance
Section 6: Telephone Etiquette in the Healthcare Front Office
- Purpose
- Scope
- Legal and Ethical Framework
- Telephone Etiquette Guidelines
- Manage Call Logistics
- Document and Report
- Practical Scenarios and Responses
- Consequences of Non-Compliance
9. Key Takeaway
Section 7: Compliant Patient Registration Procedure in the Healthcare Practice
- Background
- Key Responsibilities
- Implement Practice-Specific Policies
- Practical Steps for Receptionists
- Key Takeaways
Section 8: Consent for Collection and Processing of Personal Information
- Purpose
- Legal Basis
- Informed Consent for Medical Treatment (National Health Act, HPCSA Booklet 4)
- Consent for Minors (Children’s Act)
- Consent for Billing and Medical Scheme Interactions (Medical Schemes Act)
- Consent for Access to Health Records (PAIA, National Health Act)
- Additional Consents
- Practical Implementation in Registration Form
- Key Considerations
Section 9: Managing PAIA Request for Access to a Record in the Front Office
- Introduction
- Purpose
- Scope
- Legal and Ethical Framework
- Identifying a Data Subject Request under PAIA
- Guidelines for Handling PAIA Requests
- Covering PAIA Procedures in the Section 51 PAIA Manual Guideline:
- Practical Scenarios and Responses
- Key Takeaways
Section 10: Electronic Communications in the Healthcare Front Office
- Introduction
- Purpose
- Scope
- Legal and Ethical Framework
- Guidelines for Email Communications
- Guidelines for WhatsApp and SMS Communications
- Practical Scenarios and Responses
- Key Takeaways
Section 11: Handling Rude or Difficult Patients
- Purpose
- Scope
- Legal and Ethical Framework:
- Step-by-Step Guideline for Handling Rude or Difficult Patients
- Additional Tips for Receptionists
- Sample Script for a Difficult Patient Interaction
- Consequences of Mishandling Difficult Patients
- Key Takeaway
Section 12: Occupational Health and Safety (OHS) Measures Checklist for Healthcare Receptionists
- Purpose
- Scope
- Legal and Ethical Framework
- Checklist for a safe and compliant working environment
- Implementation Notes
Course material
We will provide attendees with:
- An on-line copy of our presentation.
- A complete manual
- Template POPIA Compliance Management Framework (consist of 9 Management Categories, each with different SOP’s, Guidelines, Forms, Policies, etc) for your practice to be fully POPIA and PAIA compliant
- Refreshments and lunch
Register here
This seminar is for all staff working in the office of a general practitioner, specialist, physiotherapist, psychologist, optometrist, etc. practice. Practice Managers are welcome.
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 practice receptionist in a medical setting. 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 seminar is also available as an in-house / onsite or group basis training seminar for groups of 6 and more, at a fixed discounted tariff.
To request a quotation contact us (emsil to marais@assentcompliance.co.za) with the name of the course that interests you, the number of delegates, the physical address where the training will be conducted.
Training programmes can be compiled based on the specific training needs of your organisation.delegates from the same practice).