Verifying Demographics and Scripting

So as we get into verifying demographics, what does that consist of? It is the information you are entering into the patient's chart. These are legal documents! It is your responsibility to verify the information we have is accurate. Your data entry is subject to audits, insurance claims, and interprofessional consults for coordination of patient care and has the potential to end up in a court of law. So again, accuracy and precision are VITAL!! 

So when entering in patient data, you may have seen this in a paper format, but now more often see patient data in electronic medical record, which is a digital version of the patient's chart. You may also hear the term electronic health record, or E.H.R. and that is a digital record. Previously scanned records could be considered an E.H.R. As we move along, think about if you’ve ever had to refer to a patient's chart for information and it reflects inaccurately or is lacking in sufficient data, and you know how frustrating that can be. So when entering data, even for short office visits, accuracy and completeness is your responsibility. 

Here are some examples for your initial interaction with a patent. Good morning (patient) my name is (Pre-tester) and I will be performing some preliminary tests that are very valuable to (Doctor) in assessing the health of your eyes and the performance of your vision system.  I will be happy to explain what these instruments measure and their importance in your evaluation as we progress through your examination today.

When verifying information in the patient record, here are some examples."(Patient,)  I know I've already introduced myself and know your name, but may I please have you verify your name and date of birth for me again while I pull up your chart and input data for the doctor?  Thank you very much." Or something more simple when verifying information for the patient."Your record says that you are (patient) and your date of birth is (date), is that correct? Perfect! Thank you! "

Common patient responses. I've already given that to the front desk. While that is true, you will probably be asked several times throughout your visit, this is to ensure what we have is accurate.

A patient may ask why do I have to tell you again? Simply for accuracy – these are legal documents. 

Through the duration of this program, I will give you scripting examples. But I highly recommend creating your own and scripting so that you can easily convey to the patient your own appreciation and enthusiasm for the instrumentation. Scripting allows for consistent education to the patient in an easy to understand format. While individual words may vary, it's important to integrate this as part of your conversation with the patient again to elevate that patient experience. I highly encourage you to write it out, I promise it helps! 

So When you create your own scripting, use these steps:

Step 1. Visit manufacturers website

Step 2. Develop bullet points relative to:

a) The Technology(Instrument) used 

b) How the instrument works

c) What the patient should expect during testing 

d) What information will be gathered 

e) How the test benefits both the patient and doctor

Use the steps to develop dialogue regarding almost any instrument.

Now let's talk about implementing your scripting. Remember: It is not only WHAT we say but HOW we say it. How you convey your communication to the patient is vital to the patient's compliance. Also with proper instruction to the patient, you will see more efficiency in your execution in the preliminary testing process and throughout the patient's visit. 

Also, I'm sure you've noticed your doctor's "flow" through an exam. You will be applying the same concepts. This ensures we don’t miss anything. It allows you to create a PRECISE PROCESS, again, increasing efficiency, and enhancing the patient's experience. However, it's also important to be mindful of how we create a connection with a patient. Our pitch and tone, body language, and eye contact all play a role in delivering instruction to the patient. So when utilizing scripting, you will come across as confident and knowledgeable. Use these techniques and concepts in your preliminary testing process.