Patient Identification & Documentation
Why is accurate patient identification important?
To ensure the right patient receives the right care
Name one benefit of electronic records
Faster access to patient information
Why is good customer service important in healthcare?
It builds trust and improves patient satisfaction
What is the first step in resolving a patient issue?
Listen to the patient’s concern
What is the proper way to answer the phone in a medical office?
Greet the caller, state the office name, and your name.
What information is used to identify a patient?
Name and date of birth
Name one drawback of electronic records
What is one way to show empathy to a patient?
Listen carefully and acknowledge their concerns
What should you do if you can’t solve a problem right away?
Explain the steps you’ll take and follow up promptly
How should you handle an impatient caller?
Stay calm, listen, and reassure them you’ll help as quickly as possible
What is the purpose of health records?
To document patient care and services provided
How do electronic records improve patient care?
By providing up-to-date information to healthcare providers
How should you handle a patient complaint?
Remain calm, listen, and try to resolve the issue
Why is documentation important when resolving issues?
It provides a record of what was done and helps prevent future problems
What information should you collect when a patient calls
Name, date of birth, reason for call, and contact information
DOUBLE JEOPARDY!!!!
Describe one service documented in a patient record.
A vaccination or a physical exam
What is a risk when using electronic records?
Unauthorized access to patient data
What is cultural competency?
Understanding and respecting different cultural background
Who should you notify if an issue is serious?
A supervisor or manager
Why is confidentiality important at the front desk?
To protect patient privacy and comply with HIPAA
What can happen if patient records are not accurate?
Medical errors or incorrect treatments
How can you help protect electronic records?
Use strong passwords and log out when finished
Why is cultural competency important in healthcare?
It helps provide better care to diverse patients.
What is one way to prevent issues from recurring?
Learn from feedback and improve processes
How can you make a good impression at the front desk?
Smile, be polite, and offer assistance promptly.