1. MEDICAL RECORDS MANAGEMENT IN EYE CARE SERVICES 2.MEDICAL RECORDS DEPARTMENT - INTRODUCTION

2. The Enquiry Counter The Enquiry counter is necessary for the patient to obtain information such as the location of various clinics, registration procedures, information pertaining to the hospital and public services. The counter should be staffed by an experienced person. The doctors and their departments, doctors on duty and any ongoing program should be displayed in a information board. Stretcher-trolleys or wheel chairs should be kept for patients who cannot walk. Advisable to have a list of Air, Bus and, Train timings at the counter. Guide map of the city may be very helpful to assist patients in visiting places of interest.

3. Qualities of a Medical Records Staff Qualities of Medical records Staff: A high sense of personal grooming. Physical Fitness. Self confidence. Communication. (Should be correct and clear) Remain calm in all situations. Ability to remember names and faces of regular patients. Good Manners. Quick decision making ability.

4. Handling Telephones Clarity of speech. Concentration/ application and quickness. Cheerfulness. Careful and polite.

5. Key points to remember The enquiry counter in medical records department is indispensable to disseminate information. The medical record assistant should be a role model in mannerism with immense patience to listen to a patient’s innumerable queries. The medical records assistant is often the first contact point with the public and the reputation of the hospital is linked with the behavior of the staff. The staff should be more knowledgeable about the location of all facilities and activities of the outpatient and inpatient departments. While handling and speaking over the telephone, he/she should be more attentive and should have clarity of speech.

6. Answer the following 1.Identify the purpose of enquiry counter in medical records department. 2.Discuss the role of a medical records assistant in the enquiry counter. 3.Discuss the qualities of a medical records staff. 4.How you will diplomatically deal with an unnerving patient.

7. Thank you