Age-friendly Primary Health Care Centres Toolkit - World Health ...

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AGE-FRIENDLY PRIMARY HEALTH CARE CENTRES TOOLKITSuggested flowchart summarizing the appointment systemMaking the appointmentRecording the appointmenta) in the health care centre systemb) on the patient's appointment cardFurtherappointmentrequired2 days beforeappointmentRemind the patient about theappointmentPatient attendsappointmentPatient does notattend appointmentNo furtherappointmentrequiredPatient is discharged untilnext appointment is madeand advised to call with anyhealth care problemsFollow-up processinitiated© Age-friendly PHC Centres Toolkit, World Health Organization, 200784
AGE-FRIENDLY PRIMARY HEALTH CARE CENTRES TOOLKITIII.3.2 Special considerations for making an appointmentThere are specific barriers that older people face in making an appointment at the PHCcentre. A friendly reception and good contact with staff should be emphasized.1. Potential physical barriers to communication• Hearing impairments⎯ ensure that patients have appropriate aids with them⎯ speak clearly face-to-face with the patient• Visual impairments⎯ ensure that the patient has appropriate aids with them⎯ use direct lighting⎯ verbalise instructions and appointment times in addition to writing them down2. Staff attitude• Smile.• The greeting should be professional and welcoming.• Listen to patient's requests.• Patients may prefer not to be asked what is wrong in public, or over the phone orwithin earshot of other people – always protect patient’s confidentiality.3. Gender issues• Ask if the patient would prefer to see a male or female practitioner – if this is anoption.4. Language barriers• Arrange for a provider who speaks same language if possible. If not, arrange fortranslation.• Use appropriate words.• Do not use incomprehensible terms and medical jargon.5. Waiting time• Try to give an estimate of the waiting time.6. Length of appointment times• Develop a range of types of appointment times tied to visit type e.g. geriatricassessment, new patient, follow-up visit, procedure, etc.• For follow-up patients, the health provider designates the type of follow-upappointment needed.• For new patients ask: how soon the patient needs to see the doctor and for howlong e.g. "Will 15 minutes be enough?"• If unsure about how long such consultations normally take, consult thepractitioner who will be attending them.7. Continuity of provider• Try to make appointment with same doctor.• Provider continuity is related to higher levels of patient trust, satisfaction andenablement.85
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Age-friendly Primary Health Care Centres Toolkit - World Health ...

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