THE SERVICE IS MORE IMPORTANT THAN THE FOOD

THE SERVICE IS MORE IMPORTANT THAN THE FOOD. A Masterclass for Medical Receptionists & Administrative Support Staff.

The Program 10. 00 – 11. 00 “e. Health 101” : What does it mean and what’s my role ? What Item & Why? : MBS Identification & Compliance. 11. 00 – 11. 20 morning tea & networking 11. 20 – 12. 30 Exceeding Expectations: What is great customer service and how can we provide it at our practice. 12. 30 – 1. 00 lunch & networking 1. 00 – 2. 00 Accreditation & Privacy- What actually is it & what’s my role ? 2. 00 – 3. 00 Triage @ The Front Desk: Is it really my responsibility ? 3. 00 – 3. 20 afternoon tea & networking 3. 20 – 3. 50 Q & A from the floor. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Some Interesting Facts to Start the Day ! Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

1. 1. Switzerland 2. 2. Iceland 3. 3. Sweden 4. 4. Norway 5. 5. Andorra 6. 6. Australia 7. 7. Finland 8. Spain 9. 9. Netherlands 10. Luxembourg Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Welcome & Respect alternate views. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

e Health “ 101” What is e-Health ? “an umbrella term. . . to describe the combined use of electronic communication and information technology in the health sector. . . the use in the health sector of digital data - transmitted, stored and retrieved electronically - for clinical, educational and administrative purposes, both at the local site and at distance” "e-health can be considered to be the health industry's equivalent of e-commerce, ” What is e-Health (2): The death of telemedicine? http: //www. jmir. org/2001/2/e 22/ Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

e Health “ 101” 3 R’s the Ø Right Information for the Ø Right Person at the Ø Right Time Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

e Health “ 101” Terminology Healthcare Identifiers individual IHI provider organisation HPI-I (hippi) HPI-O (hippo) NASH National Authentication Service for Health NASH certificates PKI Certificates Public Key Infrastructure - site Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

e Health “ 101” Terminology ADHA Australian Digital Health Agency My. HR My Health Record ART Assisted Registration Tool Opt Out initially – patient required to register Opt In trials x 2 – govt adopted recommendation to Opt Out ( ~ September 2018 ) NEHTA – national electronic health transmission authority PCEHR – personally controlled electronic health record Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

e Health “ 101” Terminology SHS Shared Health Summary – “ 4” Inclusions demographics immunisations allergies medications event summaries pathology e-medications e-discharge medical imaging e-referrals Relies on Quality Data Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

e Health “ 101” Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

e Health “ 101” Terminology SMD Secure Message Delivery My. HR (PCEHR) encrypted & secure argus healthlink referralnet GP - EMR Margaret Mc. Pherson. CPM, FAAPM Providers – hospital, ahp, specialist, pathology, etc Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

e Health “ 101” Terminology PIP Practice Incentive Program e health component - electronic resources - set-up SMD, My. HR - uploading SHS up to $50 k p. a. Cloud Technology Medirecords, Helix ( MD ) Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

e Health “ 101” Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

e Health “ 101” https: //training. digitalhealth. gov. au/login/index. php Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

e Health “ 101” Your Practice - www. yourpracticewebsite. com. au Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

e Health “ 101” Homework: - 1. Complete My. HR e. Learning Modules 2. Download cheat sheets for your software 3. Try Software simulations 4. Training in “The Sandpit” http: //trainitmedical. com. au/ehealth-free-resources Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

e Health “ 101” What is m-Health ? includes the use of mobile devices in collecting aggregate and patient level health data, providing healthcare information to practitioners, researchers, and patients, real-time monitoring of patient vitals, and direct provision of care (via mobile telemedicine); The Future of Health Care Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

e Health “ 101” Helpful Apps on practice Web Page ? Medicare Clinic Specific Vision Test i. Care Health Meds Reminder Better Health Vaccination Travel Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

e Health “ 101” The medical consult and health service delivery model in 2020 will be significantly different than the current way we work. If we don’t embrace change and adopt innovation – We don’t survive ! Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

e Health “ 101” If you always do what you’ve always done, you’ll always get what you’ve always got. Anthony Robbins. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

What Item & Why? The MBS Schedule • 890 Pages 40 pages general information / explanatory notes & 60+ pages in Section 1. • ~ 5, 700 Items • 10 Major Categories Professional Attendances ~ GP • Professional Attendances 30 sections A 1 – A 30 • 149 “Common items” in General Practice Sections - 1, 2, 5, 11, 14, 15, 17, 18, 19, 20, 22, 23 Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

What Item & Why? Desktop Shortcut Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

What Item & Why? Standard Consultation – Item 23. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

What Item & Why? Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

What Item & Why? - Practitioner is Liable - What are the common items used ? Most general practices – Top 10 items 90 – 95 % Top 5 Items 80 – 85 % Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

What Item & Why? What are the common items used ? Standard Consult Long Consult = 23 = 36 = 44 ) ) ) 10990 / 10991 Chronic Disease items: GPMP – Care Plan = 721 TCA – Team Care Arrangement = 723 Nurse Item = 10997 Margaret Mc. Pherson. CPM, FAAPM Review = 732 Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

What Item & Why? The Freeze is still here !!!! 2017 Budget = Politics. Health Care Home Funding: - trial finishes 2019 From 1. 7. 17 every 1, 000 consults: $100 Service Fee @ 30% $ 30 From 1. 7. 18 Consult Items ~ 2. 0% 10990 10991 23 36 44 721 723 1. 7. 18 1. 7. 19 1. 7. 20 10 c 10 c Margaret Mc. Pherson. CPM, FAAPM 75 c $ 1. 43 $ 2. 10 $ 2. 89 $ 2. 29 Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

What Item & Why? R E S O U R C E http: //www. health. gov. au/internet/main/publishing. nsf/Content/mbat-resources Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

What Item & Why? Medicare Billing Assurance Toolkit Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

What Item & Why? Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

What Item & Why? Restriction of Co-claiming of Chronic Disease & General Consultation Items Co-claiming of GP consultation items – 3, 4, 23, 24, 36, 37, 44, 47, 52, 53, 54, 57, 58, 59, 60, 65, 588, 591, 594, 599, 600, 5003, 5020, 5023, 5040, 5043, 5060, 5063, 5200, 5203, 5207, 5208, 5220, 5223, 5227 and 5228 with chronic disease management items 721, 723, or 732 is not permitted for the same patient, on the same day. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

What Item & Why? Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

What Item & Why? Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

What Item & Why? Bulk Billing & Patient Co-payments. If you Bulk Bill a patient, you undertake to accept the relevant Medicare benefit as FULL PAYMENT for the service. Additional charges for that service (irrespective of the purpose or title) cannot be raised against the patient. * If you bill the patient at rebate level, you can charge the patient an additional out of pocket expense. * Exception = eligible vaccine privately purchased by the practice. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

What Item & Why? Aftercare period following surgery Medicare schedule items that apply to surgery include all professional attendances necessary for the post-operative treatment of the patient, other than attendances provided by vocationally or non-vocationally trained general practitioners. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

What Item & Why? Clear Practice Billing Policy. Do NOT alter Item billing without confirmation from the practitioner. The Practitioner is Liable ! Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Question 1. It always seems impossible until it is done. ? ? ? ? ? Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Morning Tea Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

SO HOW DID YOU HANDLE THAT ONE. Margaret Mc. Pherson

Customer Service Exceeding Expectations with Great Customer Service Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service What is Customer Service? Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service “It’s not what you say, it’s not what you do - it’s how you make me feel” Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service Now watch an example of customer service https: //www. youtube. com/watch? v=s. X 6 h. Mh. L 1 Ys. Q Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service Customer service objectives To provide the highest quality professional customer services to all customers and specific customer groups and to involve all personnel in providing such service Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service Achieving the mission requires: Every employee recognising their direct or indirect involvement with customer service Every employee communicating with one another on customer service Employees listening to and discussing with customers needs of all customers and specific groups All employees treating customers with respect, commitment, taking a caring and helpful attitude to meeting customer needs Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service 10 ‘Must-have’ Skills for Being Awesome at Customer Service: - # 1 Effective Listening # 2 Attentiveness # 3 Patience # 4 Self-control # 5 Clear communication skills Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service 10 ‘Must-have’ Skills for Being Awesome at Customer Service # 6 Ability to use ‘positive language’ # 7 Persuasive speaking skills # 8 Time management # 9 Taking responsibility # 10 Willingness to improve Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service Factors that Negatively Affect your Customer Service Not being available right here and right now Lack of personal touch You don’t care about your customers’ needs No teamwork Lack of consistency Employee burnout Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service Expectations V’s Deliverables Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service What do customers expect ? To be served promptly To have 100% attention Be treated politely and courteously Product knowledge Willingness to help in times of complaint or conflict Being made to feel they are important Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service Activity: When you are the customer what are some of the things that staff may do to annoy you? Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service Exceptional Customer Service The difference between customer service and exceptional customer service is one is expected the other is unexpected. A complaint is an opportunity for improvement Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service The Art of Positive Communication The 7 -38 -55 rule Body Language (55%) Tone of Voice (38%) Positive Customer Service Words (7%)

Customer Service Body Language. Smile when you greet or talk to customers (even when on the phone) Maintain eye contact Sit or stand up straight Don’t cross your arms or legs Remember to relax your shoulders Think positive. Negative thoughts come through in a body language! Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service Tone 65% of customers prefer a casual tone to a formal one. Use friendly tone in neutral situations Avoid using slang words Tailor your tone to the situation Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service Words forget “no, ” “can’t” and “don’t” Learn to turn negatives into positives Example: I don’t know ! That’s a great question let me check for you. I can’t do it for you ! We usually don’t do that, but let me check if we can make an exception. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service Active Listening Open ended questions Minimal encouragers Mirroring Emotional Labelling Paraphrasing Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service Dealing with Difficult Behaviour Aggressive Abusive Angry Upset Frustrated Emotional Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service Dealing with Difficult People 2 Aspects: 1 Difficult and challenging but prepared to help the customer 2 - Never Acceptable / OHS Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service Activity: List the things that people have done or things they said to you while you were making a complaint that has made you increasingly angrier. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service De-Escalation Guidelines – Phase 1 When emotions are high, logic is low Aim is to calm the customer down Signs of not handling complaint well: They talk over you and say “No you don’t understand” They interrupt and say “Your not listening, I said” Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service De-Escalation Guidelines – Phase 1 Label the behaviour, not the customer Don’t correct the customer Don’t argue Don’t take the behaviour personally Do not inflame the situation Let them talk (this has limits) Demonstrate good listening Show / PROVE you understand Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service De-Escalation Guidelines – Phase 1 Take ownership Offer help Explain – Educate on policy and procedure Problem Solve Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service De-Escalation Guidelines – Phase 2 Aggressive Behaviour: No longer safe for complainant to remain on premises The complainant needs to be evicted Make sure others are safe Dial ‘ 000’, let complainant know that the police are on their way Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Customer Service Life is not the way it’s supposed to be. It’s the way it is. The way you cope with it is what makes the difference. Virginia Satir Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Question 2. What is the name of Heston Blumenthal’s 3 michelin star restaurant in Bray, UK ? Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Lunch !! Chocolate comes from cocoa which comes out of a tree. That makes it a plant! Therefore, chocolate counts as salad ! The End. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Accreditation Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Accreditation What is Accreditation? Independent recognition that an organisation service, program or activity meets the requirements of defined criteria or standards. Accreditation provides quality and performance assurance for owners, managers, staff, funding bodies and consumers. Accreditation is a tool to measure and improve performance and outcomes. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Accreditation can help an organisation to: provide independent recognition that the organisation is committed to safety and quality foster a culture of quality provide consumers with confidence build a better, more efficient organisation with quality and performance assurance increase capability reduce risk provide a competitive advantage over organisations that are not accredited, & comply with regulatory requirements, where relevant. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Accreditation Standards are developed by the RACGP. 5 th edition launched October 2017. Practices are accredited every 3 years. Agencies: AGPAL, GPA ( most common ) Voluntary but PIP / PNIP – requires practice to retain accreditation. ( PIP $10 k - $150 k PNIP max = $125 k ) Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Accreditation Why different editions ? evolution of the general practice team reflect health reform e Health initiatives consumer engagement patient feedback for QI ATSI recognition and recording compliance Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Accreditation Quality Improvement = Accreditation = RACGP 5 th Edition Standards Old New 5 sections 3 modules Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Accreditation Quality Improvement = Accreditation = RACGP 5 th Edition Standards. Old New 15 standards 17 standards 41 criteria 42 criteria 137 indicators 123 indicators Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Accreditation Quality Improvement = Accreditation = RACGP 5 th Edition Standards. New • Less prescriptive – e. g. - practice information sheet • “Meeting this criterion” website practice app social media sheet Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Accreditation NEW C 1. 4 C C. 1. 5 A C 1. 5 B pocket Our patients can access resources that are culturally appropriate, translated and/or in plain English. patients are informed about our out-of-pocket costs for healthcare they receive at the practice patients are informed that there are potential out-ofcosts for referred services C 6. 4 F our practice has a policy about the use of email C 6. 4 G our practice has a policy about the use of social media Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Accreditation Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Accreditation Your role. input to improve policies – meetings, feedback, initiative adherence to practice policies quality improvement – e. g daily patient data update challenge. nominated person 20 minute interview on the day of visit ( tip = if unsure, reference the practice Policy & Procedure manual) Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Accreditation Recognition & Education www. qip. com. au www. gpa. com. au Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Privacy is a difficult concept to define & no definition exists in any Privacy Legislation in Victoria. Legislative – • Privacy Act 1988 – Aust. (The Australian Privacy Principles) • Health Record Act 2001 – Vic. • Privacy & Data Protection Act – Vic. Internal – • Practice Policy & Procedure (inc Social Media Policy) https: //www. cpdp. vic. gov. au/images/content/pdf/CPDP_Information_Sheet_-_Privacy_Legislation_in_Victoria. pdf Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Privacy https: //hcc. vic. gov. au/healthcare-providers/health-records Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Privacy The privacy Fact Sheet provides text of the 13 APPs from Schedule 1 of the Privacy Amendment (Enhancing Privacy Protection) Act 2012, which amends the Privacy Act 1988. https: //www. oaic. gov. au/individuals/privacy-fact-sheets/general/privacy-fact-sheet-17 -australian-privacy-principles Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Privacy Australian Privacy Principles (13) 1 — open and transparent management of personal information 2 — anonymity and pseudonymity 3 — collection of solicited personal information 4 — dealing with unsolicited personal information 5 — notification of the collection of personal information 6 — use or disclosure of personal information 7 — direct marketing Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Privacy Australian Privacy Principles (13) 8 — cross-border disclosure of personal information 9 — adoption, use or disclosure of government related identifiers 10 — quality of personal information 11 — security of personal information 12 — access to personal information 13 — correction of personal information Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Privacy Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Privacy Risk Management • Patient Consent • SMS - opt out in message. • Social Media comments Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Privacy At the front Desk • Tablets v Kiosk v Smart Phone v Paper • Voice & Volume • Mobile – last 3 digits Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Privacy Liability Scenarios - Results Attendance File Collect Script Entity - Parent Employer Partner 3 rd party – Work Cover Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Privacy Notifiable Data Breach (NDB) – 22 February 2018 The NDB scheme introduced an obligation to notify individuals whose personal information is involved in a data breach that is likely to result in serious harm. This notification must include recommendations about the steps individuals should take in response to the breach. The Australian Information Commissioner (Commissioner) must also be notified of eligible data breaches. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Privacy Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Privacy Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Privacy Notifiable Data Breach (NDB) https: //www. oaic. gov. au/privacy-law/privacy-act/notifiable-data-breaches-scheme Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Privacy Assessment - Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Privacy NDB - examples Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Privacy NDB - examples Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Question 3. A “jiffy” is an actual unit of time. What is it ? Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Triage in General Practice The RACGP Standards state that: • • • Administrative and clinical staff should be able to describe practice policy for identifying patients with urgent medical matters Administrative staff need to assess urgency when receiving calls, and Administrative staff need training relevant to their role in the practice Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Triage in General Practice WHAT DOES IT ALL MEAN? The purpose of triage is to ensure that the patient is referred to the appropriate clinician for the appropriate level of care within an appropriate period of time. Assessing our patients and identifying their needs to ensure best possible outcome with the least risk of adverse events. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Triage in General Practice What is an adverse event, incident and near miss? Adverse event Clinical (client) incident Any unplanned event resulting in, or having the potential to result in injury to a client, staff, visitor, property or an unintended outcome An event or circumstance that could have, or did, lead to unintended and or unnecessary harm to a person receiving care. Near miss An incident that had the potential to cause harm but didn't, either by chance, luck or through timely intervention. A near miss should receive the same level of scrutiny as an incident that resulted in actual injury Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Triage in General Practice In a court judgement in Alexander v Heise & Anor [2001] NSWCA 422, practice staff were found to have a duty of care to patients. This case involved the receptionist deciding that an appointment was not urgent, and the patient died from an aneurysm before the appointment. In court the receptionist was found, however, not to have breached her duty of care on this occasion, as she based her assessment on the information given to her. This raises several risk management issues Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Triage in General Practice In 2002, the New South Wales Court of Appeal ruled that ‘a doctor’s receptionist has a duty of care to assess a patient’s condition, determine the urgency of the case and make an appointment based on the urgency of the patient’s symptoms’. 8 It also noted the need for policy and training to guide receptionists. Kubacz J. Receptionists owe a duty of care. Australian Health Law Bulletin 2002; 10: 56. Search Pub. Med Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Triage in General Practice Develop a practice based triage protocol which clearly outlines the steps of the triage process and the roles and responsibilities of those involved. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Triage in General Practice Who does the doctor see first? Immediate 1 -2 minutes e. g. unconscious, heart attack Urgent 2 -30 minutes e. g. severe pain This session 30 min – 2 hrs. e. g. fever, sore throat Today some time Tomorrow or later, advance bookings Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Triage in General Practice TYPES OF TRIAGE and how to manage them Phone Face to face Email Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Triage in General Practice PHONE TRIAGE - PHONE ANSWERING Placing on hold Answering machine Investigative Work What should you do? What can you do? What do you know of this pt? Well known pts often create bigger risk Who can help you with your decision? What notes do you have quick access to help you make you decision? Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Triage in General Practice Case Study – 1 Mother of Steven rings. He has a sore toe. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Triage in General Practice FACE TO FACE TRIAGE What is urgent? How do you recognise? What training is appropriate (initial & ongoing) What are the capabilities of your practice? Do you have a nurse? Should you ring ‘OOO’? Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Asthma Storm Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Triage in General Practice ISSUES REQUIRING TRIAGE High v Low priority patients Critically ill patients Infectious patients Aggressive patients Patients you don’t want in the surgery Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Triage in General Practice Case Study - 2 Patient arrives at the surgery with a bleeding wound. What do you need to consider? Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Triage in General Practice Case Study - 3 Lecturer rings you to say they are sending a student up who seems depressed. The student is from China, has not been to the practice before. They live alone in Australia. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Triage in General Practice Case Study - 4 Your New pt to the practice arrives very short of breath. Says she has asthma. She has her three children with her they are 8 years, 12 years and 14 years. The children are upset and worried for their mother. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Triage in General Practice Case Study - 5 You are the first person to arrive at the practice, you notice that there is a patient slumped by the front door. What do you do? Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Triage in General Practice POLICY & PROCEDURE Policy (Example) Best practice is committed to the identification and prompt treatment of urgent medical cases. All staff are made aware of this at induction, through training and through the P&P Manual. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Triage in General Practice Remember your triage protocol - is never going to be perfect - is a guide to your practice capabilities - keeps everyone doing the same thing - encourages the appropriate investigative work - stimulates awareness that the process needs to be taken seriously Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Question 4. On April 24, 2015, Apple released the i-watch. … but when was the 2 -Way Wrist Radio, first worn as a wristwatch by Dick Tracy ? Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Afternoon Tea Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Tips & Tricks / Q&A What takes up your time at reception ? If you could improve just one thing at your practice that would make your work day more efficient – what would it be ? What is the one thing that is the best part of how you work at your practice ? Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Tips & Tricks / Q&A Jayex, 2016. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Tips & Tricks / Q&A The Receptionists Ten Commandments ! Thou shalt be consistent. Thou shalt communicate. Thou shalt only need to do it only once. Thou shalt take ownership of the issue. Thou shalt ask questions – do not rely on second hand information. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Tips & Tricks / Q&A The Receptionists Ten Commandments ! Thou shalt “take a shot”. e. g. - embrace quality. Thou shalt take a “teaspoon of cement”. Thou shalt be “the one” – the point of difference. Thou shalt know the software & embrace technology. Thou shalt live with it, seek to change it or end it. Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Questions & Answers Have we covered the issues ? Have we answered your questions ? Anything else ? The Quiz …… !!!!! 1. Nelson Mandela 2. The Fat Duck 3. 1 / 100 th of a second 4. 13 th January, 1946 Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

A Final Word If your horse is dead, get off it !! Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

and remember ……. there is light at the end of the tunnel !! Thank you Margaret Mc. Pherson m: 0438 133 274 maggiem@nrch. com. au Brett Mc. Pherson m: 0418 131 873 brett. m@medbiz. com. au Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©

Are you up to date with IT ? Margaret Mc. Pherson. CPM, FAAPM Brett Mc. Pherson. Life Member – AAPM, CPM, FAAPM. ©