The Effect of Office Management Principles Education on Knowledge and Performance of Receptionists Working in Specialists\' Offices in Isfahan

Abstract

Introduction: Regarding the significance of a doctor’s receptionist role as an important factor in promotion of health services in physicians' offices, passing educational courses seems useful and somehow necessary for them. This study therefore was performed to evaluate the effect of office management principles on knowledge and performance of receptionists working in specialists' offices. Methods: In this quasi experimental study, 30 receptionists from gynecologists' offices of Isfahan were selected for an intervention through systematic random sampling. Education method was lecture and discussion. Data gathering tools were a questionnaire for knowledge assessment, and an observation checklist for performance evaluation which were employed before and after educational courses. Data were analyzed by descriptive and inferential statistical tests through SPSS software. Results: Comparison of mean scores of knowledge and performance of the receptionists before attending office management principles courses( 15.23, and 12.03 respectively) showed a significant difference with their mean scores of knowledge and performance after attending these courses (24.93, and 18.56 respectively). Conclusion: Regarding the findings of the study, it seems that great attention must be paid to the occupational structure of receptionists in physicians' offices. Holding educational courses before employment as well as in service training for receptionists can promote patients’ visits process in specialists' offices.

Keywords

• receptionist
• knowledge
• performance