The point of reception in the clinic represents the opportunity to define patient engagement or the process of engaging patients. For as long as that desk or counter has been there in the clinic, the receptionist’s desk been the starting point for the patient who just decided it was time to make an appointment to talk about a problem with her health. From completing the necessary forms regarding health history to listing insurance coverage, reception area has long signified the beginning of the hurry-up-and-wait experience.
As we continue to evolve the nature of care from just outpatient service to comprehensive health outcomes for each person and the population at-large, the coordinated staff in the clinic will be more important as active listeners who are aware of how they can appropriately participate in the clinic’s culture of care. Because this also requires having access to the right information at the right time as much for the fully engaged staff as for the patient – it is a convergence of people, processes and EHR.
I invite you to follow the link below to my guest post at EHR Intelligence: