Running a practice
Receptionists
Medical receptionists play a crucial role in any practice, and the RACGP has produced a number of resources to support them in their professional development.
An appointments system in general practice
The essential features of an appointments system are its structure, its practicability, the staff application, and the patient's accessibility and their education of its function, and how best to avail themselves of its benefits.
The role of the receptionist in the emergency call
At no time is the receptionist's role of greater importance than in emergency situations. These have no respect for appointment systems or doctor's consulting hours. All receptionists should have special training in first aid and in all matters concerned with handling of emergency situations.
Precautions to prevent infection
Australia adopted a broader definition of the original US Universal Precautions, namely that all blood and body substances were considered to be potentially infectious. The principle was applied universally to all patients regardless of their infectious status or perceived risk.
Medical Records and Filing
Why do we need medical records, what sort of records do we need, and how best should they be used?
Administration
The administrative organisation of a medical practice depends on many factors, particularly its size. The receptionist is likely to be involved in greater responsibility for administrative decisions in a small or single handed practice, than in a large group. Whatever the size of the practice, the importance of administrative decisions remains the same.
Difficult Patients
Why do patients sometimes behave as they do? Because they do not understand that medicine cannot always fulfil their expectations. They are not aware that this inability to fulfil their expectations sometimes affects the performance of the service provided.
Complaints
Why do patients sometimes behave as they do? Because they do not understand that medicine cannot always fulfil their expectations. They are not aware that this inability to fulfil their expectations sometimes affects the performance of the service provided.
Telephone Techniques
Efficient telephone techniques reflect an efficient organisation, and as your role in the organisation contains a large amount of telephone contact, it is therefore important that you, as the 'front person' of the organisation, reflect the efficiency of your practice.
Handling Incoming Calls
Always make a note of incoming calls in the appropriate place, eg visit book, message book. Not only is this good office practice, but if there is any query or complaint, you have a written reminder of the subject matter, and in the event of legal reprecussions, you will have documentation to support your position.
Confidentiality
Confidentiality seems a simple and straightforward idea and is designed to protect patients and to encourage them to provide doctors with information that might be important in make a diagnosis.