What is acceptable mental health language for the reception staff?

Reception/Front End staff are the key's to help providing a great patient experience. To help answer patient questions that pertain to taking our Assessment, the following are a list of frequently asked questions and helpful responses to ensure patients feel comfortable answering the assessment questions and to ensure this is part of their treatment session. If you have any additional questions, please reach out to your Customer Success Manager.

Q: When Clerical Staff hands the iPad to the patient:

A: " Please fill this out for your provider. You will fill it out before every session, so next week, please arrive at least 10-15 minutes before your session"

Q: "I arrived late for my session. Do I still need to complete the assessment?"

A: “Yes. Please get as far as you can in the assessment until your provider is ready to see you. It is helpful for your clinician to review your results, even if you have not completed all of the questions. The assessment will help to focus the time in your session to the most important areas."

Q: "Do I have to do this?" or "Is this optional?"

A: “We ask all patients to do this because it is very important that your provider has this information in order to better plan and monitor your treatment. If you have any concerns, please talk to your provider.”

Q: "What is this?"

A: “It is a questionnaire about how you are doing so your provider will be better able to tailor your treatment to your needs.”

Q: "How often do I have to complete this?"

A: “You will be asked to fill it out before every session, but not more than once a week."

Q: "Do the providers use this?"

A: “Yes, the clinicians use this information to help them to better plan and monitor your treatment

Q: "Can I see my information?"

A: “Your provider will discuss the information with you at the beginning of your session. If there is something in particular that you would like to discuss with your clinician, please ask them.”

Q: "Is this confidential?"

A: “Yes. The information will be treated the same as any other medical information and will be stored in your medical record."