Reception Standard Operating Procedure
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Reception Duties, Patient Registration & Front Office Responsibilities
The Reception Department serves as the first point of contact for patients, visitors and attendants entering Sri Lakshmi Multi Speciality Hospital. Reception personnel shall provide courteous, professional and efficient services while ensuring accurate patient registration, smooth admission coordination and effective communication with all Hospital departments.
"Every patient shall be welcomed promptly, treated with dignity and assisted without unnecessary delay."
Applicable Laws & Standards
- Clinical Establishments (Registration and Regulation) Act, 2010 (where applicable).
- Digital Personal Data Protection Act, 2023.
- NABH Access, Assessment & Continuity of Care (AAC) Standards.
- NABH Information Management System (IMS) Standards.
- NABH Human Resource Management (HRM) Standards.
Core Responsibilities
- Welcome patients and visitors courteously.
- Register new and returning patients accurately.
- Verify patient identity and required information before registration.
- Coordinate patient admissions with nursing, billing and other departments.
- Manage patient queues in an orderly and fair manner.
- Provide directions and basic Hospital information.
- Answer telephone calls professionally and transfer calls appropriately.
- Maintain confidentiality of patient information.
- Escalate emergencies immediately to the appropriate department.
Patient Service Standards
- Patients shall be greeted promptly upon arrival.
- Priority shall be given to emergency cases, elderly persons, pregnant women and persons with disabilities where appropriate.
- Reception staff shall communicate politely and respectfully at all times.
- Patient concerns shall be directed promptly to the appropriate department.
Admission Coordination, Queue Management & Front Office Compliance
"No patient shall be left unattended at the Hospital entry point."
Admission Coordination
- Coordinate inpatient admissions with the Nursing, Billing and Medical Records Departments.
- Verify admission requests and patient details before processing.
- Ensure all required forms and documents are completed accurately.
- Inform the concerned department immediately after admission is confirmed.
- Guide patients and attendants regarding admission procedures and Hospital policies.
Queue Management
- Manage patient queues in an organised, fair and efficient manner.
- Ensure waiting patients receive timely assistance and information.
- Give priority to emergency cases, elderly patients, pregnant women and persons with disabilities, as appropriate.
- Immediately notify the concerned department if waiting times become excessive.
- Reception counters shall remain attended during working hours.
Emergency Handling
- Immediately alert the Emergency Department when a critically ill patient arrives.
- Do not delay emergency care due to registration or payment formalities.
- Assist in directing emergency patients to the appropriate treatment area without delay.
- Notify Hospital security or other support services whenever assistance is required.
Confidentiality & Professional Conduct
- Maintain confidentiality of all patient information.
- Communicate politely, respectfully and professionally.
- Avoid arguments, discrimination or inappropriate behaviour with patients or visitors.
- Protect Hospital records and information from unauthorised access.
Serious Violations
- Leaving the reception counter unattended without authorisation.
- Leaving a patient unattended at the Hospital entrance or reception area.
- Incorrect patient registration due to negligence.
- Disclosure of confidential patient information.
- Failure to report emergency patients immediately.
- Rude, abusive or unprofessional behaviour towards patients, visitors or colleagues.
- Accepting unauthorised payments, gifts or commissions.
Non-Compliance
Failure to comply with this SOP, Hospital policies or applicable laws may result in counselling, retraining, performance improvement measures or disciplinary action, depending on the nature and seriousness of the violation. Patient safety, confidentiality and quality of service shall remain the highest priorities.