| A | B |
|---|
| Patient Reception | The process of welcoming, directing, and supporting patients when they arrive at a health care facility. |
| First Impression | The initial opinion a patient forms based on the reception environment and staff interactions. |
| Professional Reception Area | A reception space that supports patient comfort, accessibility, privacy, and safety. |
| Owner Responsibilities | office design, furnishings, lighting, decor, and accessibility planning. |
| MOA Staff Responsibilities | maintain a safe, tidy, organized, and welcoming reception area. |
| Cleaning Staff Responsibilities | bathroom cleaning, dusting, floor cleaning, waste removal, and deep cleaning. |
| Lighting | A reception design feature that should be comfortable and not overly harsh. |
| Natural Lighting | Light from windows or outdoor sources that may help create a calmer atmosphere. |
| Decor | Artwork, colours, plants, and decorative features used to make the reception area welcoming. |
| Space and Infection Control | Reception seating and layout that allow adequate distance between patients and families. |
| Accessibility | Design that accommodates patients using mobility aids, wheelchairs, strollers, or other supports. |
| Wayfinding | The use of clear signs and layout features to help patients locate areas such as reception, washrooms, and exits. |
| Comfort and Entertainment | Waiting area features such as magazines, television, Wi-Fi, children's activities, or soft music. |
| Reception Supplies | Practical items such as hand sanitizer, tissues, masks, pens, and garbage containers. |
| Face-to-Face Communication | In-person communication involving tone, word choice, facial expressions, body language, dress, and presentation. |
| Tone of Voice | How speech sounds to patients, which can help reassure them or increase anxiety depending on the tone used. |
| Word Choice | The words selected during communication, which should be professional, respectful, and easy to understand. |
| Facial Expressions | Nonverbal communication that shows emotions and attitudes through the face. |
| Body Language | Communication through posture, eye contact, gestures, and physical positioning. |
| Dress and Presentation | Professional appearance that helps build patient confidence and trust. |
| Greeting the Patient | Acknowledging patients promptly and professionally when they enter the health care facility. |
| Nonverbal Acknowledgement | A smile, nod, or other gesture used to show a patient they have been noticed when staff are busy. |
| Personalizing Interactions | Using patient preferences respectfully and remembering returning patients when appropriate. |
| Patient Registration | The process of collecting and verifying patient information during check-in. |
| Health Card | A provincial card used to confirm a patient's health care coverage. |
| Health Card Validation | Confirming that a patient's health care coverage is active and valid. |
| Insurance Information | Coverage information that may be required when a provider does not bill provincial health care plans. |
| Office Procedures | Instructions patients may need about waiting, washrooms, specimens, and how they will be called in. |
| Wait Time Communication | Informing patients respectfully about delays so they can decide whether to wait, return, or reschedule. |
| Waiting Area | The area where patients wait before being called for an appointment or examination. |
| Examination Room | A room where a patient is assessed, examined, or treated by a provider. |
| Room Availability | Whether an examination room is ready and available for the next patient. |
| Preliminary Procedures | Initial steps such as taking height or weight before the examination begins. |
| Examination Preparation | Instructions given to a patient before the provider enters the room. |
| Patient Departure | The point when the patient leaves the office, often involving final instructions, forms, or follow-up booking. |
| Reminder Card | A written reminder of a future appointment or instruction. |
| Version Code | A code on some health cards that helps verify whether the card information is current. |
| Expiry Date | The date after which a health card or document is no longer valid. |
| Web-Based Validation | A secure electronic method that connects to provincial databases to verify health card eligibility. |
| Overnight Batch Eligibility Checking (OBEC) | A method that allows offices to submit patient lists in advance for overnight health card validation. |
| Interactive Voice Response (IVR) | A telephone-based automated system that may be used for health card validation. |
| Health Card Reader/ Point of Service Device | A device that scans health card information electronically to reduce manual entry and improve efficiency. |
| Unique Identifier | A number or other identifier assigned to a patient when records are created. |
| Numeric Filing | A filing system that organizes records by number. |
| Consecutive Numeric Filing | A filing system where records are filed in strict numerical order from left to right. |
| Terminal Digit Filing | A filing system where identifiers are divided into sections and filed using the final digits first. |
| Master Patient Index (MPI) | An index required in numeric systems to connect patient names with unique identifiers. |
| Alphabetic Filing | A filing system that organizes records by patient name. |
| Filing Unit | A part of a patient identifier used when alphabetizing names. |
| Initial Affix | A surname prefix or name element such as Van, Mc, De, or O' that is filed with the surname as one unit. |
| Hyphenated Last Name | A last name with a hyphen that is treated as one filing unit when alphabetizing. |
| Compound Last Name | A last name made of more than one word and treated as one filing unit when alphabetizing. |
| Nothing Before Something | A filing rule stating that a blank filing unit comes before a filled filing unit. |
| Royal or Religious Title | A title such as Brother, Sister, or Princess that may be used as the first filing unit when accompanied by one other name. |
