Here are some ways patient access departments keep patients happy while waiting in registration areas:
- Staff use scripting to manage patients’ expectations.
When ED patients arrive at Cape Coral (FL) Hospital, registration staff tell them: “I want you to know how things work, so you’ll know what to expect. We take care of many people. Even though we prefer you not to wait, it’s very hard. Some patients need more care than others.”
ED registrars also explain the delay with the customer’s perspective in mind, by stating, “Other patients are taking longer than we predicted. Our care team wants to give each person the time needed.”
“We empathize with them that we know it can be hard to wait when they aren’t feeling well or have other things to do,” says Jill Andreasen, CHAM, director of registration and patient business services.
- Registrars apologize, when appropriate.
If a problem with an order or authorization arises, registrars explain the problem. Then they add: “Mr. Smith/Sir, I’m so sorry we haven’t been able to take you yet. I want you to know we haven’t forgotten about you.”
Jazzmin Graves, lead patient access registrar in the outpatient department at Northwest Hospital in Randallstown, MD, says, “an apology goes a long way. We explain that something unexpected happened, and that we are sorry to inconvenience them.”
- Registrars keep families informed while their loved ones are undergoing surgery.
“Because patients sometimes have to arrive two hours before surgery, their family members are waiting for a very long time,” Graves says.
At Northwest Hospital, a “surgi-board” is in a patient waiting area. Patients receive a unique number when they register. “As they move through the surgery process, their family members can track them on the surgi-board with their numbers,” Graves says.
The number is in green if the patient is in pre-op, coral if the patient is in the operating room, and blue once the patient is in recovery.
- Registrars give vouchers to families.
If family members had a long day of waiting, registrars offer vouchers for the cafeteria and gift shop. “Even though it is just a small way to show them we care, they tell me that it makes them feel good that we make the effort,” Graves notes.
- Patient access staff walk through the lobby.
“Staff are to keep an eye on patients who are waiting,” says Tanya Powell, CHAM, patient access director for Ochsner Healthcare’s Northshore Region in Slidell, LA. The expectation is for the supervisor or patient access lead to walk the lobby at least once every 30 minutes.
- Staff “handoff” at the end of their shift.
“Before an employee goes on break or to lunch, they have to do a handoff so no one is forgotten,” Powell says.
The evening staff registrar comes on at 4:30 p.m., and gets a rundown of who is waiting, and for what.
- Registrars text waiting patients.
Ochsner’s ED registrars can send patients text messages while they’re waiting to keep them informed about tests ordered and bed availability.
- Registrars keep patients in view.
Baltimore-based Mercy Medical Center’s admitting office features a large window.
“We can see the patients, and they can readily see us,” says Betty Bopst, CHAM, director of patient access. “We talk with them often, and offer comfort measures.”
If the patient is observed covering themselves with a coat, registrars come out and offer a warm blanket — and food and drink, if approved by the patient’s physician.
Sometimes a patient appears anxious; if so, the nursing office is just a few steps away.
“If we call them, they come right over to offer reassurance and assistance,” Bopst says.
SOURCES
- Jill Andreasen, CHAM, Director, Registration and Patient Business Services, Cape Coral (FL) Hospital. Phone: (239) 424-3300. Fax: (239) 424-4053. Email: [email protected].
- Betty Bopst, CHAM, Director, Patient Access, Mercy Medical Center, Baltimore. Phone: (410) 332-9390. Fax: (410) 545-4044. Email: [email protected].
- Jazzmin Graves, Outpatient Lead, Patient Access, Northwest Hospital, Randallstown, MD. Phone: (410) 521-5898. Fax: (410) 521-1145. Email: [email protected].
- Tanya Powell, CHAM, Patient Access Director-Northshore Region, Ochsner Healthcare, Slidell, LA. Phone: (985) 646-5132. Email: [email protected].
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