Simulated workplaceCAQA Lakeside Health is a fictional business created by CAQA for training and assessment. It is not a real company and no person, client or record here is real.About this simulation
HLTCAQA LakesideSimulated workplace
Simulated workplace
Scenario · Reception and Practice Administration

Register a new patient with an interpreter

You are a medical receptionist at the Warners Bay front desk.

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The situation

What has happened

A new patient, booked under reference LH-31120, arrives at 2:00 pm on Monday with a family member and the Arabic interpreter reception booked. The patient has never attended Lakeside, has a healthcare card, is taking several medicines from a previous doctor interstate and needs the registration form explained through the interpreter. The waiting room is busy and another patient with a similar surname is due at 2:15 pm. Last week a pathology result was handed to the wrong patient at this counter, and the Practice Manager has reinforced the two-identifier check for every interaction. The Senior Medical Receptionist is with you but expects you to lead the registration.

Your brief. Register the new patient correctly and respectfully using the registration form and the interpreter, verify identity, record consent and alerts in the Patient Records and Appointments system, protect the patient's privacy at a busy counter and apply the lessons from the recent privacy incident.
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Tasks

Deliverables

  • Completed New Patient Registration and Consent Form
  • Updated patient record with alerts and arrival status
  • Three-point counter privacy checklist
  • Short reflection for the Senior Medical Receptionist

Documents to use

Systems to use

Patient Records and Appointments

The appointment book and patient register for all sites, recording bookings, arrivals, clinicians, consultation type and follow-up actions.

Clinical Incident and Hazard Register

Records clinical incidents, near misses, medication and specimen errors, staff injuries, privacy breaches and hazards with a severity rating, review status and actions.

For trainers and assessors

Units of competency

Current on training.gov.au for the Health as at 10 September 2026.

HLTWHS001Participate in workplace health and safety
HLTINF006Apply basic principles and practices of infection prevention and control
HLTCCD003Use medical terminology in health care
HLTAADV001Support clients to access health services

Qualifications

HLT37315Certificate III in Health Administration
HLT23221Certificate II in Health Support Services
Assessor notes

What to look for

Evidence guide

Look for the two-identifier check being described as open questions, the consent choices explained rather than just signed, and the alerts recorded in the system. The privacy checklist must reflect the actual counter environment. The student must show they worked through the interpreter and not the family member, and must not have discussed the patient's details aloud in the waiting room.

The student's evidence summary lists every record they created or changed in the systems named above, their notes and the tasks they ticked. Verify it against the deliverables and your own assessment tool.