Patient Administration Services

Introduction

Patient Administration Services underpin the patient journey from receipt of referral into hospital to the first outpatient appointment; follow up appointments and admission & theatre booking.

Patient Administration is split into 5 key departments over three hospital sites, they are:

Contact Centre

The contact centre is open from 8am to 8pm Monday to Friday and 9am to 1pm on a Saturday. This centre is responsible for receiving and registering referrals onto the patient administration system Referrals are received from all different healthcare professionals, for example GP’s, Hospital Consultants and Therapists. These could be received in the post or received electronically through the new national Choose & Book System. This team of staff ensure that you receive an appointment within 11 weeks of the Trust receiving the referral, (this is a National waiting time that all hospitals have to adhere to). If you need to rearrange your appointment, this is the team of staff that you will speak to.

Reception

Our friendly reception staff will ensure that we have your most up-to-date personal details and welcome you to your clinic.. They will update the system once the Doctor has decided the outcome of your appointment, ensuring that you are booked for further follow up appointments or treatment where necessary.

Booking Office

The outcome of your outpatient appointment maybe that you require an operation or procedure, for which you will need to be admitted to hospital. If this is the case, when you come out of clinic you will be asked to see our Booking Office staff. They will agree a date with you for your operation and a pre-assessment appointment if needed and book this information on the Patient Administration System. This means that when you leave the hospital you know when you will be coming in for your next treatment, this will help you to arrange things at home, holidays, childcare etc where necessary. It is always useful to bring your diary or have to hand important dates so that future appointments can be made whilst you are here.

Medical Records Library

This is where patients’ health records are stored. The staff will ensure they are filed away in their appropriate place within the library. We have some 500,000 patient records within the Trust, stored at three Medical Records Libraries (Grimsby, Scunthorpe & Goole). Due to such large numbers of records we also rely on off-site storage based in Goole. The library staff are responsible for ensuring your records are available at the time of your appointment and/or inpatient stay. The organisation, running and management of the medical records library is vital so that health records can be found quickly and easily when required.

Patient Administration Support

This is a relatively new department within the Trust. Patient Administration Support are responsible for ensuring that patient information held on our large electronic systems is up to date, accurate and is the best quality possible. . They ensure new updates to your personal details are checked and verified and check that you have the right outcomes recorded following your clinic or inpatient visit.