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Front Desk - Reception

This process may be useful for clinics using MMEx and a model of care similar to the IUIH Model of Care. The focus of this workflow is making patient appointments AND ensuring that ALL information required is recorded prior to the patient seeing service providers. By ensuring that all information is recorded, data within the patient information system is accurate, unnecessary searching for missing information is avoided, and patient reporting for recalls, reminders, appointments and running sheets is accurate.

Acknowledgement of IUIH

We would like to thank the Institute of Urban Indigenous Health (Queensland) for sharing their clinic workflows which are the framework for these workflow pages.
These workflows are intended as a guide only, to show how you might use MMEx to efficiently manage patients and workload.

Searching for a Patient Record

When client rings to make an appointment, BEFORE you check to see if a specific appointment time is free, Search for the Patient first. (You are likely to already have a general idea if there are appointments available or not).

If a patient does not appear when you enter their name, and they inform you that they have accessed the clinic before, check Show Inactive.

When you search the patient you will be provided with a list of matched client names. Before you open the patient record, check the Medicare Box.

Check Medicare Validity

If the patient's Medicare number is missing it will show only the yellow triangle symbol in the box.

If the Medicare number is incorrect OR missing an expiry date it will show the Medicare number and a yellow triangle symbol

BEFORE you open patient’s record, right-click the patients name and from the drop-down list click the Verify option to check the Medicare number is correct.

This opens the Online Patient Verification screen

If Medicare number or the DVA number IS NOT VALID the highlighted message in Red will appear

In this instance, the patients name and DOB do not match Medicare records. The patient cannot be billed Medicare until they have a valid Medicare number, you will need to ring the Indigenous Medicare Hotline on 1800 556 955.

If Medicare number IS VALID the above message in Green will appear

Search for Medicare Card

If Patient does not have a Medicare Card, from the Online Patient Verification screen you can click Search for Medicare Card

This opens a dialogue box – click OK

If Medicare does not have a card on file the following message will appear

If Medicare does find a match the following message will appear

Click Accept Changes This will show the following message

From this page, click on the Patient Widget at the top of the page and click Home to take you to the patient record.

Patient Demographics

From the Patient Demographic Header, you can see the Patient Demographic information, therefore you can ALSO visually scan the following … and edit where required

  • Personal Information
  • Patient Alerts and Patient Problems
  • Tags
  • Primary Provider
  • Consent

Patient Alerts are used to ‘alert’ other staff, to provide a brief note, that is important for all staff accessing a patient record to be aware of.

  • All pregnant women have an EDD added when they are identified as being pregnant.
  • Useful alerts include (for example): prefers to see Dr X; carer to attend when seeing staff; needle phobia; confusion; aggressive behaviour etc
  • Alerts that include a disease name, HIV or Hep C status are inappropriate. These notifications are added to Medical History and added to the Patient Problems if required

Patient Problems: are Medical History items that have the box Add to Problem List ticked which adds them to the top of the Patient Demographic Header as well as on the Medical History list.

  • These problems are those that clinical staff need to be aware of.
  • Useful Patient Problems to be seen at the top of the screen include Chronic Diseases, severe mental health issues, Dementia etc
  • Inappropriate patient problems include medical history of flu, appendix etc

Tags are used to ‘tag’ a patient predominantly as part of a group. By adding a tag, patient reporting can be undertaken on a sub-group of the clinics population.

  • Useful tags include (for example): Mums and Bubs Group; CCSS; Diabetes Group; Work it out etc.
  • Tags that include a disease name, general note, or an alert are inappropriate.
  • To apply a tag, choose Tags from the Patient Details list, select the Tags tab Type the name of the relevant Tag into the New Tag text box and click Add.

Patient Details

With the Patient Record open click on Edit Details from the Patient Avatar which opens up a new screen with a number of tabs that are relevant and where you can edit and check information. Or alternatively click the Patient Widget and choose an option from the Patient Details list.
select Edit Details
or from Patient Details menu

The Patient Details list is what the Receptionists are primarily responsible for ensuring that all information is up to date. You will have access in order to check that Patient Details are correct and visible:

  • Patient Name – check spelling is correct and the name is in a format accepted by Medicare

Characters accepted are alpha-numeric characters, apostrophes, hyphens and spaces, however spaces must not appear immediately before or after the apostrophes and hyphens.

   For example:
        O’Toole – Valid
        O’ Toole – Invalid (one or more spaces after apostrophe)
        O ’Toole – Invalid (one or more spaces before apostrophe)
        Anne-Marie – Valid
        Anne -Marie – Invalid (one or more spaces before hyphen)
        Anne- Marie – Invalid (one or more spaces after hyphen)
        Anne - Marie – Invalid (one or more spaces before and after hyphen)
        Robert AKA Bob – Valid
        Robert (Bob) - Invalid (‘(‘ and ‘)’ are not one of the allowed characters)
        
  • Ask for Date of Birth and check it is correct
  • Ask for Address – check spelling
  • Ask for Contact Number – check it is correct

The above provides at least three points of identification as required by accredited GP practices

Editing Details

Click Edit to update details

  • Update appropriate fields and click Save
  • Fields with a red asterix MUST have information entered in order to save and create a file.
  • Check the Medicare Number and ensure the Index and Expiry dates are accurate
  • To add Health Care Card Information, click on the Name…drop down box under the Identifiers Section and choose the appropriate pension type or provider
  • Ensure the Number, Person ID/Index , Start and Expiry Dates are accurate
  • You can add additional cards, or delete inaccurate cards

Billing

  • Most patients Billing Type is Bulk Billing
  • If a patient holds a DVA card, ensure that the Billing Type is DVA Paperless
  • Direct Billing relates to patients who are paying a fee for service that is not Medicare subsidised

Address Information

Important: If a patient has changed address, click Archive, do NOT delete. It is best to Archive an old address rather than just type a new one as this keeps a history of patients addresses if you need to check patient is correct when Duplicates and queries arise as to whether the patients file is the correct one or not.

This will open a pop-up box – click OK

This will clear the fields and allow you to enter a new address Click Same as Residential if the Primary Postal Address is the same as the Primary Residential Address.

Important you MUST have an accurate address in the Postal Address section as all letters, mail, running sheets etc in MMEx pulls information from this section

Phone & Email

Enter phone numbers into the relevant phone types and/or email

  • Select Preferred Daytime Contact from the drop-down list. It is important that you select a matching preferred contact to one you have entered information in. If they do not match then the correct information will not pull through onto recall reports
  • If a patient wishes to receive SMS Appointment reminders they MUST have a correct Mobile Number entered

Click Save at the top or bottom of the page before moving to the next Tab.

Other Address

This tab stores archived addresses and can be used to record an address when Patients are staying for some time at an address or in a Community that is not their primary address.

  • Click Add Additional Address to add more addresses for the patient.

Family

This is where you add the Family History including the Next of Kin

  • Click the Edit button to add family history to the record. To create a record of next-of-kin or other relation, click the Add New Relation button.
  • If the family member has an MMEx patient record, you can LINK patient’s records in this area. This is predominantly used for linking to Next of Kin, particularly children to their mother’s patient record.
  • [PC] next to a family member’s name indicates they are the nominated Primary Contact

Patient Access

This tab contains information about who has access to the Patient Record. A record can have one owner and should have one Primary Care Provider. The Primary Provider is the clinic who the patient identifies as being their MAIN clinic. This clinic will sign the patients PIP, and undertake the majority of care including Health Check and GPMP/TCAs etc

The patient’s Primary Provider is visible on the Patient Demographic Header.

From the Patient Access tab you can edit the Patients Primary Provider and grant patient file access, to another organisation.

To Edit – open the tab Patient Access

  • The Patient may not be a regular client of yours but wishes to use your clinic as its Primary Provider. If this needs to be corrected, click Edit.
  • You can Add New Access if your clinic is not listed. (This is used when a client requests to grant access to another clinic to view and/or share their files)
  • Patient access should only have one TRUE Primary Provider.
  • If the Patient Access shows the following for example – that is, where there is the Organisation listed rather than the clinic itself, DELETE the Organisation access and show ONLY the relevant Clinic/s to which access is granted.

For example: Yulu Burri Ba is the (mother) organisation and should NOT have patient access. This will have occurred for those clinics who migrated patient records from one database (eg Medical Director) into MMEx. The CORRECT access type is for example Yulu Burri Ba (Capalaba)

When staff need to run Patient Reports, Patient Location has drop-down options for the organisation (eg: YBB) as a whole or the specific clinics (eg YBB Capalaba). Ensuring all patient files have the appropriate specific clinic Patient Access correct enables clinic specific reporting.

This is the tab where the patient consent information is recorded. Consent is either given or refused. Consent can be verbal or written (it is best practice is to get written consent). All signed consents should be scanned and uploaded to MMEx. This can best be done through Consents, where you can also tick the relevant consent box.

The consent icon can also be found on the Patient Demographic Header. When consent is given the symbol in the Icon will turn green

If the patient has refused a type of consent, you can indicate by checking the Refused check box. Add any notes if desired and click Save New Consent.This will show as a red X in the Consent field

To record consent, click on the Add Consent button. Select what the consent is for and check the obtained by and on fields are correct. If you have scanned in a signed document, you can upload it by clicking the Browse button and selecting the file from your computer.

  • New patients should have the Clinical information sharing box ticked
  • All ATSI patients should have the PIP CTG and/or PIP IHI boxes ticked.
    • Clients only need to complete the PBS Co-Payment once
    • The Indigenous Health Incentive section is renewed annually, every November.
  • Patients who request to have their records shared with another service using MMEx must sign a consent form –tick the Signed Consent to Share Form.
  • CCSS patients should have the Care Coordination Services box ticked.

Additional Checks

  • Checking the Patients File, especially the To Do List, and Tasks enables you to quickly identify if the client is due for a health check, or follow-up appointment that may take longer than a usual appointment.
  • You can inform the client, e.g. “I see that you are due for a Health Check. Would you like to get this done at your appointment as well?” If they don’t, you can ask if they would like to book another appointment as well. Remember to ask the client if they would like a normal appointment time or a longer appointment.
  • Check the patients Status. All new clients automatically become active clients.
  • Once you have all the information collected, open the Calendar to find the day’s schedule. From here book the client into the available appointment time.

With most services of any type, when contact is made to book an appointment, personal information is gathered first then specific appointment time provided. Taking time when the patient arrives or rings to gain ALL relevant information ensures that your patient information and clinical database are kept up to date and ‘clean’. It is much easier to do this for every patient as part of your appointment scheduling than to do database clean-ups at a later stage. Remember also that you can open a new MMEx tab by right clicking on a listed item and choosing open link in new tab from the drop-down menu.

Booking Appointments

  • From the Calendar, find the available appointment time for the relevant clinician.
  • Double click in the time space. This opens a new dialogue box
  • The Calendar, date and time will default to the ‘space’ that you clicked into

Patients: select the patient for the appointment using

  • Pick a Patient (this opens the Patient Search function) or
  • Type patient name into Search box and click Search

  • Double-click on the Patients name to select them.
  • This will auto-populate into Patients

  • When: Check the date and time are correct
  • Duration: Select the appropriate length of consultation time from the drop-down box
  • Comments field is used for various purposes at each clinic – for example
    • Identifying new patient
    • Information regarding Transport
    • Identifying appointment requirements (eg Health check, scripts etc)
    • Adding provider billing codes at end of consult
  • Participants, Venue and Resources are not commonly used
  • Status, select ‘Booked, Not Yet Arrived’ if this is not the default
  • Type: Standard or another term to describe the appointment type.
  • Patient Reminders – click Send SMS Reminder if the patient requests AND an SMS provider has been set up for the Calendar.
    • If the following shows, then the Providers calendar has NOT been set up for SMS reminders.

For further information on SMS Reminders see SMS Appointment Reminders

  • When all information is correctly entered, click Add

Running Sheet

Each evening, Reception staff MUST print a running sheet for the following day's appointments. This provides a written record of the patient bookings AND their contact details in the event that there is a power and/or internet outage.

Click on Running Sheet at the top of the Calendar page

This will open a new page

  • Select the dates that you want to see.
  • From the Print Options drop down menu, select Comment Field to print the details of the Comments field, and Hand-written Notes for Comments if you would like a blank column printed.
  • Tick the box next to Include Patient Contact Info in Print Out (it should now show as below)
  • Click Filter
  • Click Print

This will open a document in the bottom left hand side of the browser window.

Click on “Running Sheet.pdf”

This will open a new tab that will show the name, date, time and appointment details (including address and phone number) and a comment if provided

  • Move your mouse to the bottom right hand of the page
  • You will see a ‘printer symbol’, click this to print.

On the next screen, click Print

manual/workflows_reception.txt · Last modified: 2019/06/30 23:41 by sarahb