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ISBN 10: 1315345102
ISBN 13: 9781315345109
Author: Mari Robbins
This best-selling classic has now been fully revised, expanded and updated. It has established itself over ten years and with three previous editions as the essential handbook for study and daily reference. Medical Receptionists and Secretaries Handbook, Fourth Edition contains vital information for all staff enabling them to work efficiently and effectively both within the NHS and private medical sectors. It encourages an understanding of the importance of administrative staff in providing high standards of patient care and promotes teamwork throughout the whole healthcare environment. No medical receptionist, secretary or healthcare administrator should be without it!
1 The National Health Service
History
Structure of the NHS
The NHS Plan
Resource allocation in the NHS
Delivering care
Mental health services
Public health
The NHS, the regions and devolution
Summary
References
Useful websites
2 Patient (customer) care
The medical receptionist and secretary
Putting patients first
Complaints within the health service
The complaints procedure
Patients’ rights
Access to healthcare
Total quality in medical practice
Customer care: involving patients and the public
Developing your personal effectiveness
Summary
3 Communication
Introduction
Listening
Use of questions in communicating
Methods of communication
Barriers to communication
Confidentiality
4 Law, ethics and medicine
Introduction
History of ethics and etiquette
Medical ethics and etiquette
Doctors’ duties
Patients’ rights
The regulatory bodies and their role
Summary of medical ethics and etiquette
Legal aspects
Employment rights
Certification
Health and safety at work
Summary of legal aspects
Useful websites
5 Health and safety in a clinical environment
Introduction
First aid at work
Hazardous substances in the workplace
The NHS National Patient Safety Agency (NPSA)
Hepatitis and AIDS
Fire Precautions Act 1971
Clinical risk management
Coping with aggression and violence
Summary
Useful websites
6 Practical reception skills in general practice
Introduction
Record keeping and general administration
Information technology (IT)
Summary
7 The hospital service
The patient’s route through the hospital
Outpatient appointments
Admissions from the waiting-list
Accident and Emergency admissions
Home from hospital support
Day cases and ward attendees
The hospital team
Clinical audit
Star ratings
What is a medical record?
Case notes
Master index
Filing room/medical records library
Medical records procedures for departments
Retention of records
Destruction of medical records
What’s new in medical records?
NHS Care Records Service
The role of the secretary in hospital
8 Private medicine
Introduction
Changes in the relationship between the NHS and the private sector
Private clinic or hospital
The secretary in private practice
Summary
9 Forms, fees and finances in general practice
Introduction
Contracting
Finance
Quality and Outcomes Framework
Practice income
Scotland
Wales
Northern Ireland
10 Using information technology
What’s in the box: basic terminology
How a computer works
Computers in general practice
Electronic medicine
Computers in hospitals
Information, management and technology
Getting the best from the computer
The barrier created by the computer
Maintaining security
Computers and the law
Useful websites and references
11 Medical terminology and clinical aspects
Introduction
Pathology and X-ray examinations
Prescribing and drugs
Nurse prescribing
New developments in pharmacy
12 Primary healthcare services and social services
Introduction
Trusts and fundholding
Primary care trusts
The patient and the receptionist
The primary healthcare team
Care trusts
Health promotion
Local authority social services
Summary
Useful websites
13 Audit, health economics and ensuring quality for the medical receptionist and secretary
Introduction
Audit
Health economics and cost-effective medicine
Private Finance Initiative
Clinical governance
National Institute for Clinical Excellence (NICE)
National Clinical Assessment Service (NCAS)
National Service Frameworks (NSFs)
Patient surveys
Summary
Conclusion
14 Training and development
Introduction
Why train?
Training strategies
Self-development
The NHS Plan
National Vocational Qualifications (NVQs)
The NHS University (NHSU)
Summary
15 Complementary medicine
Introduction
Acupuncture
Alexander technique
Aromatherapy
Chiropractic
Homeopathy
Hydrotherapy
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Tags: Mari Robbins, Medical, Receptionists
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