Reception Wellbeing

How receptionists look after themselves has a direct impact on how they deal with patients. This episode gives practical tips on maintaining personal wellbeing in the practice.

5. Reception Wellbeing

Chaperones and Observers

Covered in the 5th edition of Standards, the role of chaperones and observers is  worth to discuss. Get a quick insight into what you should know at a reception level, and how can you improve the processes in your practice.

RACGP position on the use of chaperones in general practice: https://www.racgp.org.au/FSDEDEV/media/documents/RACGP/Position%20statements/The-use-of-chaperones-in-genral-practice.pdf

6. Chaperones And Observers

Triage In General Practice

Triage is the process we use to evaluate and prioritise the urgency of our patients' needs. In this podcasts we highlight the most important aspects of triage.

7. Triage In General Practice

Triage During COVID

Triage during COVID pandemic varies to a standard triage. Listen to our tips and suggestions.

To find some more COVID-19 resources for general practice visit the RACGP website: https://www.racgp.org.au/clinical-resources/covid-19-resources

8. Triage during COVID

How to identify a deteriorating patient

In this podcast our special guest Dr Tim Jackson, the TAS Faculty Chair will discuss how to detect a deteriorating patient. Find out what his suggestions are and why it is important for the reception team to keep an eye on the patients who are waiting to see the GP.

9. How to identify a deteriorating patient

Medical abbreviation quiz

Learn and have fun – take a quiz and see how many medical abbreviations you know.

10. Medical abbreviation quiz

How to communicate a change in fee structure

This is definitely not an easy task to do. If you have to do it, plan it well by listening to our tips and suggestions.

11. How to communicate a change in fee structure

How to match a patient to a doctor

Deciding which doctor is the best fit for a new patient can be challenging. Listen to our suggestions on what you need to take into account before you match them up and schedule that appointment to achieve best patient outcomes.

12. How to match a patient to a doctor

Use of interpreters in general practice

4 out of 5 Australian speak only English. Use of interpreters can improve communication and hence quality of care.

RACGP resources:

Using interpreters – a guide for GPs
https://www.racgp.org.au/download/documents/AFP/2010/April/201004phillips.pdf 

Guide for clinicians working with interpreters in healthcare settings
https://culturaldiversityhealth.org.au/wp-content/uploads/2019/10/Guide-for-clinicians-working-with-interpreters-in-healthcare-settings-Jan2019.pdf

13. Use of interpreters in general practice

Communication across generations

Listen to some tips on how to communicate effectively with people of different ages.

14. Communication Across Generations

Accreditation 1.1

Over next few episodes we will discuss the RACGP standards and how the receptionists can support their practice managers to ensure the practice keeps up to the requirements. In our 1.1 episode we will discuss the importance of communication and patients participation.

15. Accreditation 1.1

Accreditation standards 1.2

In this episode we will discuss the importance of correct telephone and electronic communication.

16. Accreditation 1.2

Accreditation 2.1

Let's talk about the rights and needs of patients – based on core standard 2 of the RACGP practice accreditation standards.

17. Accreditation 2.1

Accreditation 2.2 – Third Party During Consultation

In this episode we will talk about having a third party during the consultation from the accreditation point of view.

18. Accreditation 2.2 – Third Party During Consultation

Accreditation 2.3 – accessibility of services

19. Accreditation 2.3

This standard relates to the way that your practice works to maintain and improve the quality of the care provided to your patients.

20. Accreditation 3 - Practice Governance And Management

Emergency response plans 

This criterion covers unexpected events such: natural disaster, pandemic disease or unplanned absences of clinical  team members.

21. Accreditation 3.3 – Emergency response plans

Introduction to The Medical Receptionist Podcast Series

An overview of the most important aspects of the medical receptionist role delivered by two leaders in practice management. Find out what to do and what not to do illustrated with real examples. This podcast also explains how to maintain patient confidentiality at all times.

1. Introduction To The Medical Receptionist Podcast Series

Talk Talk Talk

Communicating effectively with patients is a skill that requires awareness and practice. Learn about the barriers to effective communication. Hear examples of good and bad communication including how to deal with angry patients. Gain tips on how to communicate successfully.

2. Talk, Talk, Talk

Patients’ Data

By managing patient data well, receptionists improve the quality of patient care and ensure the financial stability of the practice. Gain an overview of the various types of patient information and what details must be collected. Understand how the accuracy of data input affects patient care with real examples. Special cases like workers’ compensation are discussed as well as electronic data systems.

3. Patients Data

Tearoom

The clean or messy states of tearooms in practices are often a cause of conflict. This podcast offers tips on how to avoid this and ensure that all staff do their share of cleaning up.

4. Tearoom

Reception Insider – online podcast series for medical receptionists

Receptionists influence how patients view their medical practice. They provide that first vital impression, and go on to build trust, allowing for the exchange of sensitive information. Their effectiveness, as well as that of the doctors, protects the patients and the practice against adverse outcomes.

In a busy practice, staying welcoming, focused and accurate is challenging. Receptionists juggle many tasks while the phone rings and patients line up. It’s hard to find time to grow their knowledge.

What they need is quick bites of information, on a variety of topics, tailored to the medical receptionist role. This is why the RACGP has developed Reception Insider: a free online series of five-minute podcasts.

Reception Insider - RACGP NSW&ACT and TAS Faculty

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