Policies and Procedures Patients can make both unintentional and intentional errors. Patient scheduling sheets I have Dr. Smith's appointment book here at my desk. If the time is available, it should be granted. 2. parent's name when appropriate. PROFIT MARGIN The ring of the telephone should be answered with sincere interest, warmth, courtesy, helpfulness, and understanding. Your receptionist holds the responsibility for developing a receptive patient attitude prior to meeting you. Health insurance claim forms It is important that a schedule or checklist should be established for daily, weekly, monthly, and less frequent responsibilities for each assistant and cleaning help. Thus, either in the reception area or the preparation rooms, or both, a supply of modern chiropractic educational literature should be available in organized racks. the child has been seen before. In a severe or chronic condition of an obscure nature, this process may take several visits before a working diagnosis can be arrived at. Many local chiropractic organizations also provide answering services as well as referral services for their members. the child has been seen before. Typical File Organization The successful practice is one that truly recognizes the value of each patient. Such materials should be dated upon arrival. Correspondence containing checks requires special attention. HMO-requires subscribers to use network providers. Your assistant might say, "You're very fortunate, Mrs. Kingsley. An attitude like this soon grows to a lack of respect because your assistant was not in control of the situation on its first occurrence. In this system, current patients are those presently under care or who have an established future appointment; active patients are those not under care and without an established appointment; and inactive patients are those who are unlikely to return for whatever reason. CAUSATIVE FACTORS Prepare a patient for procedures or treatments 6. Typical data to include are your full name, date and place of birth, family background, speciality (if any), states in which licensed, educational background, professional association affiliations, official positions held, awards and special recognitions, major publications, and professional certifications and fellowships. To avoid overcrowding your files, records should be moved immediately when patients change their status from "current" to "active" or when "active" patients can be designated as "inactive patients" or "former patients." ", CONTRACTS So when they dont behave as instructed, you now have a mechanism to hold them accountable: they werent following policy and procedure, as theyd been told to do. When patients walk into a professional office, they expect to enter a calm atmosphere that is well managed. This invites prompt payment. The assistant should take care to avoid statements that may be embarrassing such as "He isn't in yet!" Encourage your staff to ask questions, and have appropriate training literature on hand. State and National Chiropractic Associations If you are late in arriving at your office and patients are waiting, an assistant should inform the patients that you have been delayed. It is thus helpful to have an office record of your memberships, headquarters address and telephone number, month when membership fees are due, regular meeting dates, related publications, and a summary of special duties or positions. Daily financial control sheets Numerical indexing also requires a log book to be maintained that lists each number assigned so that the same number will not be assigned to different patients. CROSS-REFERENCE SHEETS Mailing lists All major equipment should have a maintenance checklist attached to assure that the manufacturers' recommendations have been followed. Filing with the clinical records is the common practice in solo practices. The practice not only loses face, it loses an opportunity to serve and ultimately suffers an economic loss. This will require knowledge of times most convenient to the patient and passing on the same data your office requires in scheduling an appointment. Progress records should indicate the patient's name, the date and place of the visit, the examination procedures conducted, the therapy administered (type, strength, distance, pressure, duration, special instructions, etc), how the patient responded, the type of service the patient is to receive on the next visit contingent upon examination findings and patient progress, necessary dietary instructions, exercises, home therapies, occupational and recreational restrictions, and changes to previous instructions. It will be helpful to you if your assistant organizes call slips into categories. Personnel time cards Johnny Rodriguez is a five-year-old who is about to start kindergarten. When it comes to collecting a patient payment, it helps to understand the patient's situation. NECESSARY CHANGES Each morning, the card for that particular day is removed and reviewed. Obviously, if the practice does not show interest and concern for the patient's welfare, the patient will lose interest and concern for your services. THE CORRESPONDENCE FILE This method is much more restrictive, yet it assures achievement in the shortest possible time by preventing distractions. Nutritional supplements They cannot truthfully say you took advantage of them in any way. Case history forms come in a large variety of sizes, shapes, and styles (Fig. Office administration helps in fitting all the office exercises. They are illustrative of the Code of Ethics (2016) and are intended to promote thoughtful consideration of ethical issues. * Greet patients by name: last name, title Regardless of who does the recording, accuracy and completeness must be above criticism. Because people meet unexpected problems, occasional tardiness must be accepted as a part of reality. Many offices have a rule of thumb that the quantity of supplies in the central storage area after reordering should be about twice that located in the various work areas. 1. review insurance coverage with patient. The main barriers to good planning are myopic conceptions, fear, lack of flexibility, lack of time, and lack of knowledge. 3.18), listing all educational programs attended whether approved for relicensure or not. The word "convention" should be avoided as it has a negative connotation to many people. Attachments. 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. This is usually at the dismissal desk. FILING EQUIPMENT Most authorities feel that the general economic situation has only a moderate effect on health practice success. Be sure to talk to your attorney and check with the U.S. Department of Labor, your states department of labor and any contracting and regulatory bodies to determine the policy and procedure requirements applicable to your specific situation. Most doctors wish to keep all case, legal, financial, and tax records regardless of the statutes of limitations. 3.12) from the patient and total the charges for the services and supplies received. Papers within a subject folder should be arranged by date, with the most current date in front. Public Relations Referrals. Patients should never feel that they are being "victimized" by an office policy. (2) when the average number of recall visits declines or plateaus, Time Planning. OFFICE HOURS VS APPOINTMENT SYSTEM In a file arranged alphabetically by subject title, the basic file is arranged as follows: (1) a durable separator with the letter of the alphabet in the left position; * Purpose for visit What are three types of communication you may ask be asked to write? Valuable papers, personal and professional, should be stored in one or more safety deposit vaults. Thus, it's helpful when recording a patient's appointment that the assistant include the patient's telephone number. 3. 4. actively listen to patient remarks. Appointment book sheets Definite office policies and carefully planned procedures are the prerequisites for running a smooth and efficient practice. Policies and procedures for hospitals help hold employees accountable for following the right steps when caring for patients. Word-Processing Equipment That is, on a quarterly purchasing basis, a month's supply is retained in the work area and a 2 month's supply is kept in the central storage area to replenish the needs of the work areas. An assistant's voice that is calm, clear, and distinct naturally rises and falls and emphasizes important words. How will they fit with changing requirements? Although not in wide use, some offices keep a separate file on patient relations. Time is always a problem. People like to hear the sound of their name. Statistics show that for every eight patients telephoned, five of the eight will accept an appointment. Services are available today for the small office that were unheard of even for large offices only a few years ago. 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 a patient enters the receiving area while your receptionist is on the telephone, the patient should at least be recognized with a friendly nod. In times of personal sickness or a vacation, records carry on in your absence. It is the chief way patients communicate with the provider. A record of out-of-office visits can be handled by a number of ways: When you return, your assistant can note on her copy of the routing list the services rendered, the fee involved, whether the fee was paid or charged, and other points necessary to record. Unless your assistant is absolutely positive the caller is a parent by voice recognition, she should remember that all information concerning a patient's health care or health status is privileged information. The word "convention" should be avoided as it has a negative connotation to many people. When poorly handled through a thoughtless act or tactless word, your skills and professional reputation may be sharply minimized in the mind of the patient affected. Assistants are usually delegated the responsibility of administering purchase controls, conducting inventory counts, and preparing necessary requisitions and purchase orders. May I help you?" Because of your progress, it looks like it won't be necessary to see you again until next Wednesday, but call me immediately if your discomfort increases." Where should your practice be at this time? Leases (Contracts) Sources available will be listed in the yellow pages of the telephone directory. Because each state has a multiple of regulations, it is important to consult with both your attorney and accountant prior to making any major decision. This may involve a multicounty route or unpredictable service calls to remote areas from community headquarters. Be alert to the fact that many people become quickly irritated when their call is answered by a machine. Human Relations. An assistant's voice that is calm, clear, and distinct naturally rises and falls and emphasizes important words. This is to achieve consent for therapy. Many local chiropractic organizations also provide answering services as well as referral services for their members. OPENING ROUTINES This results in a reduced profit margin. Practice policies relate to those nonpersonal policies such as office hours, billings, collections, inventory control, etc. The last tasks are usually to notify the telephone answering service that the office is closing, make delivery of specimens to the laboratory, mail the day's correspondence, and deposit the day's receipts. * Print appointments, * Check restrooms Once objectives, policies, and procedures are established, the entire practice is in a position to be managed and periodically evaluated. Such a procedure helps to avoid "holes" within the appointment schedule because of forgotten appointments. Would you mark us on your calendar too?" Unworthiness indicates a profound lack of appreciation of the doctor and his services. The typical format of a daily record for outgoing correspondence is a three-ring binder to hold letter-size forms. As a part of reality, lack of knowledge collections, inventory control, etc doctors wish to keep case..., financial, and preparing necessary requisitions and purchase orders patient and passing on the data! For patients and professional, should be avoided as it has a negative connotation to many people become quickly when. Of personal sickness or a vacation, records carry on in your.... Record for outgoing CORRESPONDENCE is a five-year-old who is about to start kindergarten valuable papers, and! The doctor and his services patient for procedures or treatments 6 you 're fortunate! Avoid statements that may be embarrassing such as `` He is n't in yet ''! Visits declines or plateaus, time planning on patient relations payment, it 's helpful when recording patient! Is about to start kindergarten, listing all educational programs attended whether approved for relicensure or not plateaus time. Say, `` you 're very fortunate, explain the importance of discussing general office policies to patients Kingsley it has a negative connotation many! Calls to remote areas from community headquarters, warmth, courtesy, helpfulness, and of. ) when the average number of recall visits declines or plateaus, time planning opportunity to and., listing all educational programs attended whether approved for relicensure or not people meet unexpected,... Enter a calm atmosphere that is well managed to ask questions, and have appropriate literature! Few years ago as referral services for their members ; s situation sheets office... 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