Reference no: EM133033728

Your hospital has multiple clinics and ancillary services and a primary care physician practice on site, all of which are owned and controlled by the hospital organization. Registration for each of these services takes place at the point of service, and registrars report to the business managers of the clinical areas in which they work. Each clinical area has one registrar, except for the emergency department (ED), which is staffed 24/7 and reports to patient access services. Inpatients and ambulatory surgery patients are registered by patient access services, which maintains staffing from 6 a.m. to 6 p.m. Inpatients admitted during other times are registered in the ED. Patients receiving multiple services undergo multiple registrations, although all registrars have access to the common registration system. Over the past six months, there has been a small but steady increase in patient complaints about registration, centering primarily on the need to undergo multiple registrations. In addition, patient financial services has repeatedly reported registration data collection issues that are not being addressed in the clinical areas. You have collected some data on this issue, which is in the online materials that accompany this text.