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By: Lylibeth Rivera García CPC, CRC, CDEO
Every year medical offices experience an increase in the number of new patients admitted to federal Medicare Advantage and Medicaid. The proper management of these patients is essential to guarantee:
Some tips to meet these objectives are:
During their first visit, educate patients about the office rules and the medical services offered to them. This will establish the patient’s expectations. It will also highlight the professional service patients will receive from their provider. The main topics to discuss with new patients are 1) the management of medical emergencies, 2) the benefit of having their primary doctor order preventive tests and ensure the results are evaluated, 3) the time required to request referrals for medical consultations, and 4) patient privileged information and privacy policies.
The appointment system must consider available spaces for both new patients and medical emergencies. Both situations require more time with the patient than follow-up visits for existing patients. These considerations will reduce wait times and emergency room visits that often result in hospital admissions.
Electronic systems, in addition to securely storing the patient’s privileged information, also improve the legibility of the documented information. Each medical record represents a document that can be requested by a court or another health provider for the continuity of treatment plans. These electronic systems also make it easy to capture demographic information (name, addresses, health plan, phone numbers, and emails) in an efficient way and allow providers to update patient information quickly.
There is nothing more valuable to human beings than being treated in a friendly, respectful manner. When a new patient is greeted by staff who care about their well-being and go out of their way to give the patient quality service the patient has a positive experience. During the first visit, it is important that the receptionist explains the steps for follow-up visits. It is also important that the receptionist is available to clarify any questions the patient may have. Staff must also ensure patients understand their treatment plan (prescription, laboratories, and coordinating services with specialists if required).
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