Frontline Services Management

Course Outline

1. Organisational medical confidentiality guidelines
2. Types of office stationery, supplies and equipment
3. Equipment maintenance policies
4. Organisational Information Technology and computer systems and processes
5. Organisational medical case files storage and retrieval processes
6. Types of clinic facilities
7. Organisational clinic medical appointment procedures and policies
8. Types of patient identification documents
9. Organisational procedures relating to patient greeting, admission, discharge and death registration
10. Types of scheduling
11. Automated or self-help services
12. Patient appointment records
13. Telephone service standards
14. Organisational telecommunications systems and processes
15. Factors that affect scheduling
16. Identify the elements that are important to operate patient reception areas
17.  Maintain the clinic or hospital’s reception areas to organisational requirements
18. Identify when reception areas or common areas are in need of maintenance
19. Maintain the functionality and adequacy of office tools, supplies, equipment and documentation
20. Verify identification documents from patients
21. Establish patients’ purpose of visit
22. Attend to patients’ needs in accordance to organisational guidelines
23. Schedule appointments according to organisational procedures and guidelines
24. Process patients’ admission and discharge orders
25. Register the death of patients according to organisational procedures
26. Assist patients with automated or self-help services
27. Generate patient appointment lists for clinics in a timely manner in accordance with organisational procedures
28. Verify appointment list against retrieved patient case files in accordance with organisational procedures
29. Remind patients of any health check appointments when it is due
30. Provide pre-consultation or pre-appointment instructions to patients
31. Manage schedule of patients with multiple appointments