Although there is the opportunity to speak with the Product Specialist upon their arrival at your practice to focus the session in a particular way, the following subjects are what will be covered during the 1 hour Reception and Administration training session;
Recording face-to-face/telephone encounters in the Journal
Patient contact details - updating name/address/telephone details, text/email consents and SystmOnline details
Communication needs - coding vision, hearing and communication needs
Care team and relationships - adding other organisations and relationships that are involved with the patient i.e. social worker
Abuse and behaviour - coding challenging behaviour in the record and any subsequent actions taken
Reports and Certificates - coding requests for solicitor/insurance/health reports. Printing the reports.
Med3 & Letters - view previous Med3s. Respond to organisations such as schools, housing/benefits requests.
Registrations - print blank patient questionnaires. Input information from the registrations questionnaire i.e. alcohol, smoking, family history etc
Ambulance and transport - record ambulance/transport bookings and reference numbers.
Triage questionnaire - record information on reception such as symptoms and action taken i.e. appointment booked, signposted elsewhere etc
999 Emergencies - easy recording of patient symptoms whereby a 999-call is more appropriate than a GP appointment i.e. chest pain with shortness of breath
Death documentation - record death details, send death notifications and set the date of death/deduct the patient
Chaperone - allows the Chaperone to record their own entry against their smartcard in the patient's record i.e. skin examination, undressed when present, no concerns
Notes summarising - assist summarisers with adding codes, vaccinations and manage major/minor conditions
Lab & radiology results - add abnormal numeric values phoned in by the lab and alert the GP of the abnormal result
2WW forms, rapid access, prior approvals, community forms i.e. diabetes, mental health, safeguarding etc and BMA contract letters i.e. expedite appointment and inappropriate use of GP services
'Reception' and 'Administration' are often roles that vary from practice to practice and as such there is not a one-size fits all approach. It is recommended that relevant and useful sections are taken on board, this will vary from practice to practice.
It can work well for a manager or reception representative to have the session and cascade the selected areas to the team if it is not appropriate or feasible that the whole team attends for an hour.