Best Practice Guidelines: Healthcare Practice Management & POPIA Compliance Framework

Best Practice Guidelines: Healthcare Practice Management

POPIA Compliance Framework

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8. Diary Administration: Roles & Purpose

8.1. Diary Administration Business Processes

Confidentiality Measures

  • Reception should adhere to a clean desk policy to make sure information is kept confidential.

Multi-Doctor View

  • Multi-Doctor View makes it possible for the receptionist to view multiple practitioner diaries at the same time.
  • If a user is responsible for managing and updating more than one Doctor's Diary, they can use the Multi Diary View option.
  • The User can select which diaries to reflect on the Multi Diary View Screen in User Entity Settings.
  • All the Functions that are available in the Main Diary are also available on the Multi Diary View Screen but can be set to not show all the information example the Clinical data if the Doctor's don't want the user to have access to it.
  • The Multi Diary View helps manage appointments quickly on the same day between multiple doctors.
  • The Multi Diary View makes it possible to move appointments between different practitioners.
  • View all available slots for the day for all the practitioners at once.
Render Policy (Web App)
Render Policies are the different diary views of the Web App, eg a normal diary view or a worklist view. Every user can choose their own render policy to satisfy their work requirements.
  • Timeslot (Overlap) and Timeslot (Stacked):  this view shows the available and booked time slots for appointments. The Overlap view will show double bookings for the same time slot next to each other. The stacked view will place double bookings for the same time slot underneath each other. Practices that use the diary to manage appointments will use the Timeslot view.
  • Stacked by Time: this stack view shows booked time slots underneath each other and no available time slots will be visible. New bookings can be made by clicking on a new booking and will place the new booking into the correct time slot and order according to the time of the booking. Practices that accommodate mostly WalkIn Patients and/or work on a first come first serve principle, will typically use this view.
  • Stacked by Status: this view will order the bookings according to the status of the booking. The statuses and status orders are configured in the software settings. This view is designed for practices that are not working according to time slots but who assist patients in the order of their appointment status. For example, Practitioners who want to see which patients are ready for treatments or Cashiers who need to see all patients who are ready to make payments. It can be configured so that the Stacked by Status view will group all awaited bookings together and all arrived bookings together.
  • Stacked by Type: This view will order the bookings according to the Type of the bookings. The types and type orders are configured in software settings. This view is designed for ER/Emergency Practices. Eg Green, Orange and Red types will give the ER a chance to prioritise Red (Urgent) bookings etc.

Use of the Sidebar
  • The sidebar is a bar that displays shortcuts (in the form of buttons), information or navigation options to certain functions in the system.
  • The sidebar will open when you click on a patient's appointment, debtor file or specific places.
  • Use of the Sidebar will give you quick access to the main functions, eg the patient’s appointment, sending SMSs, emails and statements, doing validations, changing the reasons for appointments etc.
  • View basic information on a patient like demographic information, clinical information, last transaction history, outstanding totals, billing, receipting and account details.
  • Manage patients waiting for appointments.

Waiting Room
The Waiting Room function will allow the practitioner to see which patients have arrived and are waiting in the reception ready for the consultation.

Desktop App Waiting Room

  • The default order of the waiting room is the appointment time. This means that patients will be listed in the order of their appointments instead of arrivals, preventing patients from jumping the queue by coming early for their appointments.
  • However, if a patient has an emergency and requires the practitioner's immediate attention, the order can be manually changed.
  • The waiting room enables the practitioner to see which patients are late and/or on time and ready for their appointments.

Web App Waiting Room

  • The diary-type can be configured on Stack View and the visibility set in the user settings that only the Arrive status is visible for the Practitioner.
  • The default order of the waiting room is the appointment time. This means that patients will be listed in the order of their appointments instead of arrivals, preventing patients from jumping the queue by coming early for their appointments.

Theatre / Surgery

  • This function enables the practice to add and manage patients who will be going to one or multiple theatres, to the theatre list.
  • The practice can build theatre sessions to reflect the time that practitioners should be available at the hospital(s) for operations.
  • The whole theatre procedure can be captured, eg ICD10 codes, theatre time, procedures, CTP4 codes, staff involved, prostheses and risks.
  • Send your theatre list from the diary directly to the hospital via email, spreadsheet or MyGrandCentral.
  • Book all patients that are on the theatre list onto the diary.
  • With the Web App, the theatre list can be linked to hospitals using the GoodX Web App so as to automatically make theatre bookings at the hospital.

Print Diary
  • If the practice is expecting a power outage or is scheduled for computer maintenance, the diary can be printed for use during those times.
  • The diary can also be printed when the practitioner travels and will not have access to a computer or electronic device or access to the internet.
Waiting List (Desktop App)

  • The Waiting List can be used to manage a fully booked dairy by managing cancellations and filling the cancelled time slots with patients who are waiting for an appointment.
  • The columns in the Waiting List can be selected in User Preferences under the Diary View tab.
  • When a patient requests an appointment, but the diary is fully booked, the patient’s details can be added to the Waiting List with a preferred date.
  • As soon as a time slot becomes available, the patient can be contacted to be placed on the available time slot.

Diary Statuses
  • The purpose of Diary Statuses is to show the practice where the patients are in the patient flow process of the practice.
  • Example: If the patient arrives at the practice their status changes from Booked to Arrived. When the patient has received treatment by the practitioner, the patient status can be changed to Treated so that billing can continue.
  • Every Status can be configured with a unique colour as the user requires.
  • Every Status in the Desktop App will have a unique symbol.
  • In the Web App, the Status can be linked to certain actions, eg. when the patient is billed the status can move automatically to the receipt so that the user will know that the next step is to request the outstanding invoiced amount from the patient.
  • In the Web App statuses can be configured and the orders can be designed and linked to the next steps.
  • In the Web App, the Diary Statuses can be configured to reflect their own colours.
Diary Colours (Desktop App)
  • The purpose of Diary Colours is to show the practitioner what the status of patients is at a glance.
  • Example: If a patient arrives at the practice and is set to Arrive, the Colour of the booking will change. Every time the status changes the Colour will change and in this way, the practitioner can organise his diary and make sure every patient is billed and their account settled.

Diary Types (Web App)

  • The Diary Types assist the practice to manage patients by the type of consultation or procedure that will be provided. This assists the practice in working quicker and more efficient.
  • Examples of Diary Types are Consultation, Follow Up, Medicals, Root Canal, Extraction and Fillings.
  • The Diary Type will communicate the amount of time the practitioner will need for each type of appointment. It will also assist the billing expert to know what to bill as the correct tariff codes and stock codes can be linked to the different types for ease of reference.
  • The Diary Types can be configured each with their own length time slots, and linked to their own Macros/Combinations.
  • The Diary Types can be configured not to be eligible for billing, eg Out Of Office, Lunch or Meeting.
Available Bookings

When a patient phone the practice to make a booking, use the available booking function to immediately see all the open timeslots for each practitioner or diary. This will assist in a quicker response to the patient and ensure no double bookings. 

Timeslot and Appointment History (Web App)

  • The history of each Appointment and Time Slot can be viewed.
  • When an appointment is moved or cancelled, the Appointment History will show which data was previously captured for that appointment, when a change was captured and by whom.
  • The Timeslot History will show which changes were made on a Time Slot.

Booking Icons
  • The purpose of the booking icons is to show that all the critical steps were completed for the patient from the first time they enter the practice (file opened and validated) up until they leave (treatment is done and account submitted to medical aid or settled by the patient). 
  • On the Diary screen, on the booking, the Booking Icons will be visible next to the Patient details with different Alphabetic Letters and Colours in each circle. These are called booking icons.
  • When you hover over the Icons of a Booking, all the Icons' statuses will appear to show you the details for each specific Booking.
    • COVID19: Covid Questionnaire to determine the patient's risk
    • C: Clinical Case 
    • D: Documents
    • S: Switch
    • I: Invoice
    • A: Account
    • V: Validation
    • Paper Icon: Open Notebook

  • The "C" icon stands for "Clinical Case" and the different colours will indicate whether Clinical Notes have been added or not. 
    • Grey: No Clinical Notes
    • Orange: Clinical Notes Not Yet Finalised
    • Green: All Clinical Notes Finalised

  • The "D" icon stands for "Documents" and the different colours will indicate whether Documents have been added or not.
    • Grey: No Documents Required
    • Red: Required Documents are Outstanding
    • Green: No Outstanding Documents

  • The "S" icon stands for "Switch Activity" and the different colours will indicate whether the Debtor/Patient's booking has been Switched successfully or not.
    • Grey: No Activity
    • Red: Switched Rejected
    • Blue: Switched Accepted and in Not Real-Time
    • Orange: Switched Partly Accepted in Real-Time
    • Green: Switched Fully Accepted in Real-Time

  • The "I" icon stands for "Invoice" and the different colours will indicate whether the Debtor/Patient's booking has been Invoiced or not.
    • Grey: No Activity 
    • Blue: Temporary Invoice 
    • Red: Owed by Patient 
    • Orange: Owed by Medical Aid 
    • Green: Invoice Fully Paid (Patient liability takes preference over Medical Aid liability).

  • The "A" icon stands for "Account" and the different colours will indicate whether the Debtor's Account is outstanding or settled. 
    • Black: Debtor does not exist yet 
    • Red: Owed by Patient 
    • Orange: Owed by Medical Aid 
    • Green: Account Fully Paid

  • The "V" icon stands for "Validation" and the different colours will indicate whether the Debtor/Patient's information has been Validated yet or not. 
    • Red: Benefits Not Checked 
    • Orange: Benefits Not Validated 
    • Green: Benefits Validated

  • And lastly, we have the "Notebook" icon where you will be able to Add and View Notes for this Booking. 

Web App: Worklists for bureaux

Medical bureaux can use the stack view of the Web App diary as a worklist to help them manage all instructions they receive from clients. Opening of Debtors is the starting point of the workflow process as indicated on the above Medical Debtors Management diagram.

IF the Practice also uses GoodX Web, they must ensure that the Bureaux don't have any access to the Clinical Data of the Patients. The Practice can ask GoodX to set up the Bureaux settings so they don't have permission to view or access any clinical data. 

The diary statuses can be customised to assist bureaux to follow the progress on claims, eg

  • Invoiced - yellow
  • Submitted - purple
  • Receipted - green
  • Done - blue

Every day's instructions can be viewed as a batch and the progress will immediately be visible so that outstanding work and follow up work can be completed.

The booking types can also be used for information purposes, eg

  • Medical Aid claims
  • Private patient invoices
  • IOD claims

The following reports will assist bureaux to follow up on outstanding work and give quick progress reports to their clients:

  • Booking status report - provides information on outstanding work to be done depending on the status that was configured.
  • Turnover report - provides turnover per billing code (the practitioners can see which procedures are more viable for their business).
  • Doctor overview - provides turnover, journals, medical aid outstanding and patient outstanding totals.
  • Daybook/Debtor Transaction Drilldown - provides turnover, journals, medical aid outstanding and patient outstanding totals processed between dates (daily or monthly).
  • Age Analysis - displays all the Outstanding balances (both for Medical Aid and Private) of the Debtors on the system and the Age of the outstanding balance as per the information selected from the Report set-up.

Bureaux will be in a position to get a full overview of all instructions so that no claims will lapse due to human error.