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Coping with a major remodel

Patient Access Weekly Advisor, November 26, 2008

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Beth Hunley, registration manager at Jay County Hospital in Portland, IN, shared with us her facility’s goals as it undergoes a major overhaul of its hospital:

We are currently doing a major remodel of our hospital focusing on our ancillary services, including the patient registration department.

The goals for our new area are as follows:

• Move forward with a professional dress code that will complement our new area
• Develop a new customer service plan that focuses on:
  • Patients first
  • Compassion
  • Walking a mile in the patient’s shoes
  • Giving all your attention to the patient sitting in front of you. Patients will be escorted to the registration booths instead of being told to have a seat. Patients now have a choice of where they receive their medical care, and we want to be that choice at Jay County Hospital.
• Implement an electronic medical records system
• Implement “GUI” registration instead of character-based registration
• Implement a switchboard operator
• Hold training sessions for all employees, focusing on any weaknesses in a positive manner
• Complete the CHAM exam (for myself) and CHAA (for the registration employees)

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