Medical Records Department - Introduction
The hospital is a strange place for a patient. He/She may be frightened and need reassurance and guidance. The enquiry counter in the outpatient department is necessary for the patient to obtain information such as the location of various clinics and registration procedures. This should be mostly located at the entrance of the department and close to the admission, discharge and emergency services of the hospital. To avoid any disturbance, the enquiry office can be enclosed in see-through cubicles with glass-panelled walls. This arrangement enables the Enquiry counter to monitor the surrounding activity as well as be easily located by the patient. In the outpatient department of smaller hospitals, an open booth or counter will be sufficient.
Enquiry counter
During working hours of the outpatient department, the enquiry counter should not only be visibly signposted but also staffed with an experienced person. A senior medical records staff who has the knowledge of all the facilities and activities of the hospital should be available at the enquiry counter (Fig.2.1). In busy hours, the staff should be able to attend to the needs of the patients and be patient to answer the questions raised by the patients and visitors. Basic facilities like toilet, drinking water in the form of a water cooler and dispenser should be kept. There should be a telephone booth and a coffee bar with snacks. The entrance should be displayed with information boards of the doctors and their departments, doctors on duty and any program going on in the hospital.
For patients who cannot walk, stretcher-trolleys or wheel chairs will be required. A place to park them should be provided at the very entrance to the outpatient department and it should be close to the entrance of the lobby.
The issue and replacement of trolleys and wheelchairs can be organised under the overall control of the patient care manager. Adequate space for the required number of stretcher-trolleys and wheelchairs should be provided. The enquiry area should have all the information pertaining to the hospital and public services. This includes information regarding facilities, costs, names of the doctors and surgeons, and duration of hospital stay, for all available treatments and problems. The medical records staff should also be knowledgeable regarding all specialty clinic details available in the hospital.
In hospitals where the patient turnover is high, there should be a computer system with information pertaining to OP and IP, there by reducing the workload of the staff. This system should be easily accessible and contain patient details such as medical records number, address, telephone number, details of past visits, and treatment particulars.
It is important that the medical record staff be informed about all meetings, seminars, and conferences that are conducted in the hospital. Since patients are likely to visit the hospital from different places, states, and countries, a travel desk is helpful for patients to reserve tickets and arrange travel and tours well in advance. It is advisable to have a list of air, bus and train timings at the counter. Having a guide map of the city may be very helpful to assist patients in visiting their places of interest.
Qualities of a medical records Staff
Personal appearance: It is essential that every enquiry personnel should have a proper personal appearance. The Medical records staff must be particularly careful that their mouths are free from bad odors.
A high sense of personal grooming: Uniforms must be clean and neatly pressed. Hair should be groomed well and nails should be manicured. Jewellery should be restricted to one ring and a chain for ladies that denote wedded status. In short, the medical records staff must be seen at their best at all times.
Physical fitness: Enquiry operations require the staff to stand for long hours at a time. The staff must be sturdy, agile and active. Self-confidence: Self-confidence is necessary as enquiry personnel meet patients and visitors of different countries, status and cultures. They should be comfortable and feel at ease in dealing with these people.
Communication must be correct and clear: It is preferable that medical records staff knows more than one language. It helps in communicating with patients who cannot speak English or the local language. The manner of speaking is also important. Discourteous language can provoke patients. Since senior citizens may have visual impairment or loss of hearing, the voice should be clear, polite and courteous, like
“Good Morning/Afternoon/Evening”
“May I help you, Sir / Madam?”
Remain calm in all situations: Being the nerve center of the hospital, the enquiry is constantly in touch with patients and therefore invariably encountering tremendous pressure. The patients always expect personalized priority treatment and the pressure of demand never ceases. Coupled with this are difficult patients who can be very unnerving. The enquiry staff should thus have a high degree of tolerance to pressure of work and be calm and composed at all times.
Ability to remember names and faces of regular patients: This attribute distinguishes the good from the average amongst the medical record staff. Every individual has an ego and his/her name is precious and personal to him. If the Medical records staff can call patients by their names, this immediately flatters them and personalises the patient experience. The patient begins to feel welcome as people recognise him by name.
Good manners: As the hospital is a place for patients from different states and areas, good societal manners should come into play. Patients of all status arrive for treatment in the hospital and they are used to good manners and politeness. Greeting a patient the time of the day and saying “Thank you “demonstrate basic etiquette.
Quick decision making ability: Patients often approach the enquiry desk with problems and requests. Patients like to be handled by a cheerful staff at the desk. Their smile exudes cheer to the patients and puts them at ease. Medical record reception staff must be able to quickly decide a course of action that satisfies both the patient and the interests of the organisation.
Handling telephones
The enquiry counter and medical records department should be well connected by telephone and intercom with all clinics and other important areas in the out- patient department, so record technician should be able to handle phone calls (Fig.2.2).
Clarity of speech: Clarity when speaking on telephones is essential. In case of doubt, the staff may repeat to the patient what he/she has already said and get it confirmed. The medical records staff speaking too fast often loses clarity of speech. Always make it a point to be attentive when receiving incoming calls and the resident patient calls. Lack of concentration may result in giving wrong numbers or transmitting wrong messages, which could be disastrous for the patient.
Concentration / application and quickness: Medical records staff have to develop absolute concentration in their work since a lack of concentration may cause delay in answering a call or prevent proper attention in answering a call. It is also important that the medical records staff apply their mind to their work and take their work seriously, as this will assist to promote patient satisfaction.
Cheerfulness: It is important for medical records staff to be alert and cheerful while handling any call. They must be aware that they are only heard and never seen, making it essential that they bring out cheerfulness in voice.
Careful and polite: It is not sufficient for a medical records staff to possess all other qualities but not being careful and polite. Carelessness on the part of a enquiry staff might result in patients getting poor service such as receiving a number not asked for or getting the wrong extension. Along with being careful the staff must be polite as well. The medical records staff is very often the first contact point with the public and the reputation of the hospital is linked with the politeness of its enquiry staff. The medical records staff must always maintain their poise and be polite to a patient even if he/she is irritating. They must do their best to be quick and while doing so, must impress the patient with politeness.
Summary
The enquiry counter in medical records department is necessary for the new and old patients to obtain information such as the location of various clinics and registration procedures. The medical records staff is very often the first contact point with the public and the reputation of the hospital is linked with the politeness of its enquiry staff. With tremendous amount of hectic activity taking place, tempers are likely to be frayed easily. Therefore the medical records staff should be well mannered and cool- tempered with immense patience to listen and answer the patient’s innumerable queries. He/She should be more knowledgeable about the location of all facilities and activities of the outpatient and inpatient department. This includes information regarding facilities, costs, names of the doctors and surgeons, and duration of hospital stay for all available treatments and problems. The enquiry counter, registration areas and medial records department should be well connected by telephone and intercom sets with all clinics and other important areas in the outpatient services.
Key points to remember
- The enquiry counter in medical records department is indispensable to disseminate information.
- The medical record assistant should be a role model in mannerism with immense patience to listen to a patient’s innumerable queries
- The medical records assistant is often the first contact point with the public and the reputation of the hospital is linked with the behavior of the staff
- The staff should be more knowledgeable about the location of all facilities and activities of the outpatient and inpatient departments
- While handling and speaking over the telephone, he/she should be more attentive and should have clarity of speech
Student exercise
Answer the following
- Identify the purpose of enquiry counter in medical records department.
- Discuss the role of a medical records assistant in the enquiry counter.
- Discuss the qualities of a medical records staff.
- How you will diplomatically deal with an unnerving patient.
