Managers/Supervisor Training: Registering A New Patient


Registering a New Patient

Every surgery will have new patients registering on a regular basis.

How do you register your new patients?

When I first started working at the Surgery we used to give patients a “new patients” form to complete.

The patient would fill in the form hand it back to the receptionist we would then process it and request their notes from their previous Doctors.

Sometimes we would not see that patient for a long time, other times they would be regular patients to the surgery.

I was made up to Surgery Supervisor – one of my roles was to look at ways of improving the services in the Surgery.

One of them was when registering new patients.

When a new patient came into register I would take them aside to one of the rooms. I would ask them to complete the form(s) once for each member of their family and I left them for a few minutes.

When I went back I quickly checked that the forms had all been filled out correctly – this saved time if they had not.

Something very important is that to remember than not everyone can read and write. It is amazing just how many people I came across that could not do that. (please read blog How to deal with people who have difficulty reading and writing)

When I had checked that the forms were all completed correctly I would have a look to see who/ how many were in the family

CHECK

  • Was it just a single person?
  • Was it a couple?
  • Was it a family – if so how many children did they have?
  • Or did they have an elderly parent living at home with them?
  • Were they a Carer for someone?

WHY?

  • Well by determining this it would give me some idea of who they might want to see if they needed to come to the surgery.

Doctors

Practice Nurses

Health Visitors

District Nurses

Midwife

Physo

Groups that the Surgery organised such as the Carers Group

WHY FIND OUT THIS INFORMATION?

By finding out this information I could tell the patient a bit more about the practice. Information that would be best suited to them.

I could explain about the Doctors, there was a Doctor that was extremely good with
backs.

There was a Doctor that was excellent in dermatology and a Doctor that dealt in paediatrics. I explained that we had a female doctor but she only worked part-time and told them the days she worked.  Often the new patient might be pregnant and I would tell them about the services we had and when our weekly anti natal clinics was held.  If they had an elderly person living with them or a disabled child/adult I told them about the Carers Group when held at the Surgery.

N.B. This was before Practices had Practice Booklets. So no other information was   available at this stage.

I would tell them our policy of requesting  a prescription. Told them what times were best to call for appointments and home visits and best times to avoid. I explained that we were closed at lunchtime but open until 7.00pm.

I would try to give the new patient as much information as I could that was best suited to them. After all a single man would not be interested much in our anti natal clinic would he?

But the biggest help would be when the new patient they had some sort of idea on what
they were asking for and when this perhaps was at our busiest time i.e first thing in the morning it certainly helped the receptionist as she could often deal with the request quickly and efficiently. Rather that the patient asking several questions over the phone – which I had been able to answer when the registered.

Therefore in my experience spending a bit of time with someone at the start saves so much
time further down the line.

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