Office Procedures For CAs . . . First Call To Consultation By W. Karl Parker, B.A., D.C., F.I.C.C., F.A.C.C. behapy@karlparkerseminars.com The CAs use of good office procedure and record keeping, including the appropriate forms, brochures and pamphlets is another important aspect of making a good impression. The CA should have a "New Patient Appointment" form (Check your ChiroSource Forms Book) and a "Telephone Message Pad" (obtain from local office supply or print out from Forms book) within reach of the phone. The CA should obtain as much pertinent information as possible from the caller and fill out the appropriate form for every call. The new patient appointment information should be transferred to the appointment book. The appointment book should be flexible with unlimited potential. There should be no confining dates, no restricting hours, no limit to the number of appointments, and you should not have to change books at the end of the year. There are blank template appointment pages in you ChiroSource Forms book you can personalize and print out, 3-hole punch and place in a 3-ring binder that may work well for you. The other information from the "New Patient Appointment" form should be transferred to the "New Patient Case History" form and a "Routing" form. The "Case History" form should then be inserted in a covered folder with a pen attached. A New Patient case folder for each type of insurance, if applicable, which contains all of the forms and pamphlets necessary should be prepared in advance. Always have plenty of case folders on hand ready to serve more new patients than you anticipate. The CA should prepare the consultation and examination rooms. The rooms should be Neat, Clean, and Organized (NCO), and all equipment and furniture arranged properly. The VCR and TV should be made ready to show a Pre-Consultation Video" (Patient Media, Back Talk and others have good ones- contact us before buying anything!). The tape should be queued to start at the proper place and the sound at an appropriate level. When the patient arrives, along with all the procedures that will be discussed in other articles in this training series to make a favorable impression, have them sign a "Sign-In-Register" form and present the "Case History" form in a covered folder (or clipboard) for the patient to complete. While the patient is completing this form, the CA: completes other patient paperwork. For example, if referred, complete a "Referral Card" form; complete the "Birthday Reminder Card" form; prepare the "Consultation" form, and any other paperwork you will need to process each new patient through this first visit. The CA obtains the "Case History Form" when the patient has completed it, presents a brochure to be read when there is any waiting time for the new patient during this visit (pick a good new patient information one from a choice of ones from various companies), and takes the patient to the consultation room when it is available. Keep in mind, as discussed or will be discussed in other articles and at KPS, that eliminating the patient's fear of the unknown is very important in making a favorable impression. Be specific with instructions. Call the patient by name. "Mrs. Jones, follow me please." Make eye contact with the patient and gesture for the patient to follow you. Walk at a pace that is appropriate for the patient's age and condition. Precede the patient through the doorways and stop just inside the entrance to the consultation room and face the patient and gesture with your hand for the patient to enter the room at the same time you say, "Right this way." When in the room, gesture toward the chair you want them to sit in and say, "Sit here, please." Explain and then show the "Pre-Consultation Video Program." While the patient is watching the video, the patient's records should be given to the doctor to review. A timer should be set to go off a short time before the video is finished. This gives notice to the doctor to go to the consultation room and perform the consultation or for the CA to shut off the VCR as soon as the program is concluded and notify the patient that the doctor will be right with them. This might be one of the "waiting times" that the new patient can be asked to read or continue to read the "New Patient" brochure. Of course, make sure the patient is not kept waiting long at this point and preferably not at all. Eliminating the fear of the unknown is one of the CAžs most important responsibilities. Everything you want a patient to do should be explained in a manner that cannot be misunderstood. When asking patients to fill in forms, keep the instructions simple and offer help if the patient seems the slightest bit hesitant. The patient may not see well or hear well. Some patients may not be able to read. Others may not read or speak English well. Anticipate this and have help available for them. When moving a patient, use gestures and body language that can easily be understood even if the patient can't hear or understand your words. The proper use of appropriate forms and pamphlets, along with courtesy, friendliness, and a helpful attitude helps remove fear of the unknown and helps make the patient feel comfortable and at ease. They will feel like they are in the right place. This makes the doctor's job a lot easier.