Where and When?
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.
What is covered in the seminar?
Chapter 1: Background to Medical Reception.
- What makes a good medical receptionist?e?
- Medical reception – duties and responsibilities.
- Characteristics that front office staff should display
- What can go wrong in the front office?
Chapter 2_Medical Reception Professional Behaviour.
- Medical practice receptionist professionalism – what do we mean?
- Understand what matters to patients?
- Establish a positive rapport with patient.
- Improving patient engagement in the front office.roving the patient experience.
- Patient’s rights and responsibilities.
- Medical receptionist rights and responsiblities.
Chapter 3_Interpersonal Skills – Medical Receptionist.
- Legislative and ethical framework.
- Basics of contract management in the medical front office.
- Patient financial communication – time of service.
Chapter 4: Record Management in the Front Office.
- Legislative and ethical framework.
- Creating, maintaining and disposal of health, billing and personnel records.
- Request for access to records by patients and third parties.
Chapter 5: Privacy and Confidentiality in the Front Office.
- Legislative and ethical framework.
- General rules.
Chapter 6: Information Security in the Front Office.
- Legislative and ethical framework.
- Administrative security for the medical receptionist
- Physical security for the medical receptionist.
- Technological security for the medical receptionist.
Chapter 7: Complaints Management in the Front Office.
- Legislative and ethical framework.
- Handling of complaints in terms of Consumer Protection Act, Health Professions Act, Medical Schemes Act, Protection of Personal Information Act and the Promotion of Access to Information Act.
- Handling of difficult patients.
Chapter 8: Electronic Communication and Social Media – Medical Receptionist.
- Legislative and ethical framework.
- Guiding principles.
- What are the risks?
- Identifying suspicious emails, including spam, phishing emails, etc.
- What should electronic communications be used for?
- What should electronic communications not be used for?
- Guidelines for saving electronic communications of personal information.
Chapter 9: Patient and Worker Safety in the Medical Front Office.
- Legislative and ethical framework.
- Importance of a safety culture.
- Specific examples of activities and interventions to improve safety – include a front desk safety and security checklist.
Course material
We will provide attendees with:
• An on-line copy of our presentation.
• A complete manual.
• Refreshments and lunch.
Cost
R 1,950.00 per delegate (15% VAT inclusive) (-10% for more than 1 delegate from same organisation)
On-site / In-house Training
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).