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Questions and Answers
What is the primary responsibility of the reception staff at the hospital?
What is the primary responsibility of the reception staff at the hospital?
What is the primary role of a Liaison Officer in the hospital?
What is the primary role of a Liaison Officer in the hospital?
What type of training is required for a Liaison Officer?
What type of training is required for a Liaison Officer?
How often should the hospital provide liaison services?
How often should the hospital provide liaison services?
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To whom is the reception staff directly responsible?
To whom is the reception staff directly responsible?
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What is the purpose of establishing a liaison and referral service in a health facility?
What is the purpose of establishing a liaison and referral service in a health facility?
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What is the purpose of the Referral Protocol established by hospitals?
What is the purpose of the Referral Protocol established by hospitals?
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What is the purpose of the Referrals Service Directory?
What is the purpose of the Referrals Service Directory?
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Who is responsible for making the decision for patient discharge?
Who is responsible for making the decision for patient discharge?
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What should be given to the patient upon discharge?
What should be given to the patient upon discharge?
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Study Notes
Reception Service
- Reception personnel should be stationed close to the main gate to direct patients or visitors to the appropriate location in the facility.
- Reception staff should be knowledgeable of the services provided by the hospital, the staff who provide services, and the layout of the hospital.
- Reception staff should ascertain the following from each patient:
- Is the patient an emergency?
- Is the patient a laboring mother?
- Is the patient having an appointment for a follow-up clinic?
- Is the patient having an appointment for admission?
- Is the patient a private patient?
- The reception staff is directly responsible (accountable) to the outpatient director.
Liaison Service
- Liaison service is vital for effective communication and sustainable smooth flow of patients.
- Liaison officers should have special training for the position.
- The hospital should provide liaison services 24 hours a day, 7 days a week, throughout the year.
- The liaison service should manage hospital bed occupancy (bed management).
- The liaison service should facilitate:
- Emergency and non-emergency (elective) admission
- Social support to the emergency, inpatient and outpatient case teams
- Referral service
- The liaison service should:
- Coordinate the overall referral activities
- Record and report the referral activities to facility management
- Compile, analyze, and interpret data to improve the referral service
- Take part in the quality assurance programs of the referral system
- Participate in regular review meetings within and outside the health facility
Referrals Service
- Hospitals should establish a Referral Protocol that outlines the criteria for making a referral to another facility.
- The Referral Protocol should be known and adhered to by all relevant staff.
- Hospitals should establish a Referrals Service Directory that lists facilities to/from which patient can be referred or received.
- The contact details of each facility in the Referral Network should be documented.
- The criteria for receiving/referring patients to each facility should also be documented and agreed between all facilities participating in the Network.
Discharge Process
- The hospital should establish a written protocol for patient discharge.
- The hospital should design and own a discharge summary and mechanism of handling medical records afterwards.
- The decision for discharge should be made by the treating physician, who should complete a discharge summary.
- The first copy of the discharge summary should be given to the patient, while the second copy should be documented in the Medical Record.
- If the patient was referred from another facility, the discharging physician should also complete the feedback section of the referral paper.
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Description
This quiz assesses the importance of a positive reception experience at a hospital, including the role of reception personnel in providing information and support to patients and visitors.
