How to use technology to speed up new patient check-in.
Not enough hours in the day? Are you always looking for ways to save time? Many medical offices report that sending out new patient packets in advance of the patient’s visit greatly reduces the number of incidents at patient check-in and saves time.
“Normally, it would take patients 15-plus minutes to complete the forms,” says Stephanie Mayer, front desk receptionist for a pediatrician in Queens, NY. “Also, there is the distraction of other patient activity in the waiting room, which could keep patients from concentrating on forms they are supposed to complete.”
Put forms online
If you are not already doing so, talk to your practice administrator about putting new patient packets online.
“Sending or having a patient access our packets from our Web site gives the patient the opportunity to input the information leisurely and accurately, and if needed, the time to research dates, reference medications, and obtain past medical history, says Suzanne E. Keith, practice administrator at Michael W. Goodman, MD, PC, in Chattanooga, TN. “Also, bringing or e-mailing the information in advance allows our office to make a chart and reduces the patients’ wait time.”
Their new patient packet is available online and the patient may download and print the forms and email, fax or carry them to their appointment. Patients can open forms directly from the Web site, or they can download the forms to their computer and open from there. Right now, 30 percent of their patients are using the online forms.
Other site benefits:
• saves on postage, paper and envelope costs;
• provides a resource for patients for medical information;
• answers most questions that a patient may have about the practice and their doctors; and
• cuts down on calls about office hours, location, and directions.
New patient packets should include:
• A demographic sheet with insurance information, medical history, and assignment of benefits;
• HIPAA privacy practices and receipt; and
• Release form for protected health information
Note: If you mail new patient packets, you should send them out at least five days prior to the patient’s appointment.
What’s left to do?
According to Klein, when a new patient packet is received, you should:
1. Double check to make sure that everything is filled out properly and signed.
2. Confirm insurance information.
3. Input information into the system and start a new chart. If it is a patient referral, you should already have a copy of the chart from the referring physician.
4. After reviewing the packet, scan or copy the patient’s insurance card and driver’s license.
“In our office, we ask the receptionist to paperclip the medical history to the front of the chart and then call the nurse to make her aware the patient is there and ready to be seen,” Keith adds.
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