Pulse+IT Magazine - August 2014

Page 47

While the specifics of how a practice can forward its calls to a virtual reception service will vary depending on its existing telephone infrastructure, generally a call forwarding arrangement can easily be established with its telephone service, meaning the patient need not know they are speaking to someone working remotely from the practice.

“Each separate customer has their own recording which we set up with a professional voice-over. So it would be ‘Thank you for calling Dr Jones’ rooms; please hold and a medical secretary will be with you shortly.’ We get advised that it is Dr Jones’ call so we would jump into Dr Jones’ software and then we would answer that call.�

“The service that we want to provide is a seamless, behind-the-scenes service, so the callers don’t even know that they are talking to us in Victoria,� Ms Bennett says. “They think we’re speaking to them from Dr Jones’ room, but in reality they’ve dialled through to one of our medical secretaries.

Beyond the basics of taking calls and making appointments, VConsult says staff are routinely asked to provide patients with information about the practice, such as its location and parking arrangements. “A lot of our calls are regarding directions, how to get there, where to park, and

ď€ ď€

how much parking [costs],� Ms Bennett says. “Some of our [staff] have all that information at their fingerprints so you hear quite often when walking through the office, ‘Yes, come down to here, turn left and park. Oh, where are you now?’ Then the patient gets there and actually asks them where the people are they’ve been talking to on the phone, so that’s quite funny as well.� To enable VConsult staff to interact with the practice’s appointment book while speaking with patients, remote access arrangements are established with the assistance of the practice’s IT support provider. While remote access has traditionally been used by doctors to

ď€

.12: 620(21( &216,'(5,1* 0$.,1* $ Âł&´&+$1*(" .12: 620(21( &216,'( .12: 620(21( &216,'(5,1* 0$.,1* $ Âł&´&+$1*(" .12: 620(21( &216,'( .12: 620(21( &216,'(5,1* 0$.,1* $ Âł&´&+$1*(" .12: 620(21( &216,'( 5,1* 0$.,1* $ Âł&´&+$1*(" 5,1* 0$.,1* $ Âł&´&+$1*(" 5,1* 0$.,1* $ Âł&´&+$1*(" ď€ ď€ ď€ Help them make it+HUH LV WKHLU RSSRUWXQLW\ WR OHDUQ DQG ď€ a “double Câ€? with a career as a Clinical Coder. +HUH LV WKHLU RSSRUWXQLW\ WR OHDUQ DQG ď€ +HUH LV WKHLU RSSRUWXQLW\ WR OHDUQ DQG ď€ Here is their opportunity to become part of a healthcare team EH SDUW RI D KHDOWKFDUH WHDPď€ DV D &OLQLFDO &RGHU ď€ EH SDUW RI D KHDOWKFDUH WHDPď€ DV D &OLQLFDO &RGHU ď€ EH SDUW RI D KHDOWKFDUH WHDPď€ DV D &OLQLFDO &RGHU ď€ without the front line clinical contact. &DWFK WKH QH[W LQWDNH ď€ &DWFK WKH QH[W LQWDNH ď€ &DWFK WKH QH[W LQWDNH ď€ Catch the next intake!

The Health Information Management Association of Australia has delivered industry-standard distance 7KH +HDOWK ,QIRUPDWLRQ 0DQDJHPHQW RI $XVWUDOLD KDV GHOLYHUHG LQGXVWU\VWDQGDUG GLVWDQFH HGXFDWLRQ LQ ď€ 7KH +HDOWK ,QIRUPDWLRQ 0DQDJHPHQW RI $XVWUDOLD KDV GHOLYHUHG LQGXVWU\VWDQGDUG GLVWDQFH HGXFDWLRQ LQ ď€ 7KH +HDOWK ,QIRUPDWLRQ 0DQDJHPHQW RI $XVWUDOLD KDV GHOLYHUHG LQGXVWU\VWDQGDUG GLVWDQFH HGXFDWLRQ LQ ď€ &RPSUHKHQVLYH 0HGLFDO 7HUPLQRORJ\ DQG &OLQLFDO &RGLQJ IRU PRUH WKDQ \HDUV ď€ &RPSUHKHQVLYH 0HGLFDO 7HUPLQRORJ\ DQG &OLQLFDO &RGLQJ IRU PRUH WKDQ \HDUV ď€ &RPSUHKHQVLYH 0HGLFDO 7HUPLQRORJ\ DQG &OLQLFDO &RGLQJ IRU PRUH WKDQ \HDUV ď€ education in Comprehensive Medical Terminology and Clinical Coding for more than 20 years.

&RXUVHV DQG (QUROPHQW 'DWHV &RXUVHV DQG (QUROPHQW 'DWHV &RXUVHV DQG (QUROPHQW 'DWHV ď€ ď€ ď€ Courses and Enrolment Dates

VWVW VW QG QG QG (QUROPHQWV RSHQ RQ WKH (QUROPHQWV RSHQ RQ WKH (QUROPHQWV RSHQ RQ WKH RI WKH PRQWK DQG FORVH RQ WKH RI WKH PRQWK DQG FORVH RQ WKH RI WKH PRQWKV OLVWHG EHORZ ď€ RI WKH PRQWKV OLVWHG EHORZ ď€ Enrolments open on the RI WKH PRQWK DQG FORVH RQ WKH 1st of the month and close on the RI WKH PRQWKV OLVWHG EHORZ ď€ 22nd of the months listed below. (QTXLUH RQOLQH RU E\ SKRQH DV WR SUHUHTXLVLWHV (QTXLUH RQOLQH RU E\ SKRQH DV WR SUHUHTXLVLWHV (QTXLUH RQOLQH RU E\ SKRQH DV WR SUHUHTXLVLWHV ď€ ď€ ď€ Enquire online or by phone as to prerequisites and entry requirements. 6WUXFWXUHG 3URJUDP 6WUXFWXUHG 3URJUDP Âą 'HVLJQHG IRU VWXGHQWV ZKR ZLVK WR FRPSOHWH RXU &RPSUHKHQVLYH Âą 'HVLJQHG IRU VWXGHQWV ZKR ZLVK WR FRPSOHWH RXU &RPSUHKHQVLYH Âą 'HVLJQHG IRU VWXGHQWV ZKR ZLVK WR FRPSOHWH RXU &RPSUHKHQVLYH Online6WUXFWXUHG 3URJUDP Registration for the Conference is now open! Comprehensive Medical Terminology – September, March. No prerequisites. 0HGLFDO 7HUPLQRORJ\ FRXUVH DQG +/7&& % ZLWKLQ PRQWKV ď€ 0HGLFDO 7HUPLQRORJ\ FRXUVH DQG +/7&& % ZLWKLQ PRQWKV ď€ Register0HGLFDO 7HUPLQRORJ\ FRXUVH DQG +/7&& % ZLWKLQ PRQWKV ď€ by 1 August 2014 to the Early Bird rates. Introductory ICD-10-AM, Catch ACHI-XO\ and ACS (HLTCC301B Produce coded clinical data) -XO\ (QUROPHQWV Âą 1R SUHUHTXLVLWHV ď€ (QUROPHQWV Âą 1R SUHUHTXLVLWHV ď€ -XO\ (QUROPHQWV Âą 1R SUHUHTXLVLWHV ď€ 3DUW Âą &RPSUHKHQVLYH 0HGLFDO 7HUPLQRORJ\ Âą 3DUW Âą &RPSUHKHQVLYH 0HGLFDO 7HUPLQRORJ\ Âą 3DUW Âą &RPSUHKHQVLYH 0HGLFDO 7HUPLQRORJ\ Âą This year HIMAA is teaming up with the University of Sydney’s National Centre for Classification in Health (NCCH) to double March enrolments. -XO\ -XO\ HQUROPHQWV ď€ HQUROPHQWV ď€ -XO\ HQUROPHQWV ď€ 3DUW Âą +/7&& % Âą 3URGXFH &RGHG &OLQLFDO 'DWD Âą 3DUW Âą +/7&& % Âą 3URGXFH &RGHG &OLQLFDO 'DWD Âą 3DUW Âą +/7&& % Âą 3URGXFH &RGHG &OLQLFDO 'DWD Âą

the informational and learning power of the networking event of the year. The Conference already offers a stellar line-up, ď€ ď€ with: Dr Berdirhan Ustun ofď€ the WHO (Geneva) on international clinical classification developments, Assoc Prof Joanne Accelerated Designed who and wishJulie to complete our Comprehensive &RPSUHKHQVLYH 0HGLFDO 7HUPLQRORJ\  -XO\ 6HSWHPEHU 1R SUHUHTXLVLWHV ď€ &RPSUHKHQVLYH 0HGLFDO 7HUPLQRORJ\  -XO\ 6HSWHPEHU 1R SUHUHTXLVLWHV ď€ &RPSUHKHQVLYH 0HGLFDO 7HUPLQRORJ\  -XO\ 6HSWHPEHU 1R SUHUHTXLVLWHV ď€ Callen on eHealth, Assoc Prof Terri Jackson onProgram safety and –quality, Assocfor Profstudents Graeme Miller Gordon on linking primary and tertiary care through classification, Cathy Richardson, workshopping SNOMED-CT, classification, Medical Terminology course andNEHTA, HLTCC301B Produce coded clinical data within ,QWURGXFWRU\ ,&' $0 $&+, DQG $&6 +/7&& % -XO\ HQUROPHQWV ď€ ,QWURGXFWRU\ ,&' $0 $&+, DQG $&6 +/7&& % -XO\ HQUROPHQWV ď€ ,QWURGXFWRU\ ,&' $0 $&+, DQG $&6 +/7&& % -XO\ HQUROPHQWV ď€ terminology,QWHUPHGLDWH ,&' $0 $&+, DQG $&6 +/7&& % $XJXVW HQUROPHQWV ď€ and analytics for,QWHUPHGLDWH ,&' $0 $&+, DQG $&6 +/7&& % $XJXVW HQUROPHQWV ď€ HIMs, the NT’s pioneering My eHealth Record, Adj Prof Rick Marshall on casemix in the UK, ,QWHUPHGLDWH ,&' $0 $&+, DQG $&6 +/7&& % $XJXVW HQUROPHQWV ď€ 12latest months. and James Downie, IHPA, on the in ABF.

$GYDQFHG ,&' $0 $&+, DQG $&6 +/7&& % $XJXVW HQUROPHQWV ď€ $GYDQFHG ,&' $0 $&+, DQG $&6 +/7&& % $XJXVW HQUROPHQWV ď€ $GYDQFHG ,&' $0 $&+, DQG $&6 +/7&& % $XJXVW HQUROPHQWV ď€ Part 1 – Comprehensive Medical Terminology – January enrolments – No prerequisites. 5HIUHVKHU ,&' $0 $&+, DQG $&6  -XQH HQUROPHQWV ď€ 5HIUHVKHU ,&' $0 $&+, DQG $&6  -XQH HQUROPHQWV ď€ 5HIUHVKHU ,&' $0 $&+, DQG $&6  -XQH HQUROPHQWV ď€ Part 2 – HLTCC301B coded clinical data – July enrolments. Don’t Produce miss out! DVH SDVV LW RQ WR VRPHRQH \RX NQRZ PLJKW EH FRQVLGHULQJ D Âł&´ &KDQJH 2U VHQG \RXU VWDII DORQJ WR LPSURYH VH SDVV LW RQ WR VRPHRQH \RX NQRZ PLJKW EH FRQVLGHULQJ D Âł&´ &KDQJH 2U VHQG \RXU VWDII DORQJ WR LPSURYH 3OHDVH SDVV LW RQ WR VRPHRQH \RX NQRZ PLJKW EH FRQVLGHULQJ D Âł&´ &KDQJH 2U VHQG \RXU VWDII DORQJ WR LPSURYH We look might forward welcomingayou. Please pass it on to someone you know beto considering “Câ€? Change! Or send your staff along to improve or HIUHVK WKHLU VNLOOV $OO RXU FRXUVHV DUH GHOLYHUHG YLD GLVWDQFH DQG DUH RQOLQH VR WKH\ FDQ FRPSOHWH WKHP DW IUHVK WKHLU VNLOOV $OO RXU FRXUVHV DUH GHOLYHUHG YLD GLVWDQFH DQG DUH RQOLQH VR WKH\ FDQ FRPSOHWH WKHP DW RU UHIUHVK WKHLU VNLOOV $OO RXU FRXUVHV DUH GHOLYHUHG YLD GLVWDQFH DQG DUH RQOLQH VR WKH\ FDQ FRPSOHWH WKHP DW refresh their skills. All our courses are delivered online so students can complete them at their own pace. Our Education PH LQ WKHLU RZQ WLPH 2XU (GXFDWLRQ 2IILFHUV RIIHU D SHUVRQDOLVHG VHUYLFH WKURXJKRXW WKH FRXUVH SURYLGLQJ DGYLFH H LQ WKHLU RZQ WLPH 2XU (GXFDWLRQ 2IILFHUV RIIHU D SHUVRQDOLVHG VHUYLFH WKURXJKRXW WKH FRXUVH SURYLGLQJ DGYLFH KRPH LQ WKHLU RZQ WLPH 2XU (GXFDWLRQ 2IILFHUV RIIHU D SHUVRQDOLVHG VHUYLFH WKURXJKRXW WKH FRXUVH SURYLGLQJ DGYLFH OfficersWeb: offer www.himaa2.org.au/conference a personalised service throughoutEmail: the course, providing advice and guidance as and himaa@himaa.org.au Phone: 02 9887 5001when it is needed. JXLGDQFH DV DQG ZKHQ WKH\ QHHG LW ď€ JXLGDQFH DV DQG ZKHQ WKH\ QHHG LW ď€ DQG JXLGDQFH DV DQG ZKHQ WKH\ QHHG LW ď€

Please visit our website www.himaa2.org.au under the education tab to read more about the Clinical Coder HDVH YLVLW RXU ZHEVLWH ZZZ KLPDD RUJ DX XQGHU WKH HGXFDWLRQ WDE WR UHDG PRUH DERXW WKH &OLQLFDO HDVH YLVLW RXU ZHEVLWH ZZZ KLPDD RUJ DX XQGHU WKH HGXFDWLRQ WDE WR UHDG PRUH DERXW WKH &OLQLFDO 3OHDVH YLVLW RXU ZHEVLWH ZZZ KLPDD RUJ DX XQGHU WKH HGXFDWLRQ WDE WR UHDG PRUH DERXW WKH &OLQLFDO pathway or visit www.himaa2.org.au/education for courses details. &RGHU SDWKZD\ RU YLVLW ZZZ KLPDD RUJ DX HGXFDWLRQ IRU FRXUVHV GHWDLOV ď€ ď€ &RGHU SDWKZD\ RU YLVLW ZZZ KLPDD RUJ DX HGXFDWLRQ IRU FRXUVHV GHWDLOV ď€ ď€ &RGHU SDWKZD\ RU YLVLW ZZZ KLPDD RUJ DX HGXFDWLRQ IRU FRXUVHV GHWDLOV ď€ ď€ Call our Education Services on 02 9887 5898 or email education@himaa.org.au &DOO RXU (GXFDWLRQ 6HUYLFHVď€ RQď€ RU HPDLO HGXFDWLRQ#KLPDD RUJ DXď€ &DOO RXU (GXFDWLRQ 6HUYLFHVď€ RQď€ RU HPDLO HGXFDWLRQ#KLPDD RUJ DXď€ &DOO RXU (GXFDWLRQ 6HUYLFHVď€ RQď€ RU HPDLO HGXFDWLRQ#KLPDD RUJ DXď€ 273475 A2 180 x 120.indd 1

22/08/14 4:02 PM PULSEITMAGAZINE.COM.AU

047


Millions discover their favorite reads on issuu every month.

Give your content the digital home it deserves. Get it to any device in seconds.