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33 Cards in this Set
- Front
- Back
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The Appointment Book
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*utilized within the office
*electronic appointment schedule has become very easy to use and very *schedule appointments for patients and can also do it for more physicians whether it is done electronically it offers ease and effiencient *it allows for the office to run with organization, structure, and efficiency |
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Physician Preferences
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*Amount of time desired with each patient
*Request for break after several patients *Maximum number of patients daily *Request of nonscheduled time -Follow up calls -Dictation -Handling correspondence -Business responsibilities |
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The Schedule Matrix
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*Physician appointment times
*Hospital rounds *Vacations *Staff meetings *Available facilities |
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Time Study
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*is done to evaluate how the current schedule is done in the system is actually working
*its very easy and efficient |
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Scheduling Policy and Procedures
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*Know your office's policies and procedures when making appointments
-Accepting New patients -Insurances -Liability cases(work comp, auto) *Know what information is required *Know about additional options that you could offer a patient |
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Types of Appointments
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*You need to familiarize yourself with the types of appointments and the style that your office schedules them
-Scheduled -Walk ins -Double booking -Emergency -Physical -Consult -Pre Op |
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Open Office Hours
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*for specific hours of operation
*walk-in appointments *they are based on triosh *are common to that of an emergency room, after hour clinics, urgent care clinics *hours of 8am-6pm(patients can walk in at anytime) *their situation is evaluated and if someone comes in and is in worse condition than the people who are waiting they will be seen first *otherwise they are taken in the order that they have signed in * |
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Scheduled Appointments
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*are very specific(time slot)
*Mondays and Fridays are the busiest times *Mondays and Fridays is were u want to build things into your scheduling matrix to allow for emergency situations that come up |
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Wave & Modified Wave Scheduling
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*Scheduling multiple patients at the same time
*Patients seen in order of arrival *Late patients don't disrupt schedule |
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Double Booking
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*occassionally does have to be done
*poor-practice if you get into doing it on a continous basis *double booking is part of HMO's |
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Group or Cluster
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*where a physicians practice is gonna put procedures that are alike on the same day
*could be surgical procedures, diagnosis testing, or they may be physicals |
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Walk In
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*Patient being seen without any appointment
*Know your office policy |
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Resource
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*Used for specific scheduling when the resource is limited
*Such as: -Specific provider(Dr., Nurse, Tech) -Room -Machine |
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New vs. Established
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*New patient will require more time
*Established patient may require updating of information |
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Emergencies
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*require a quick response
*know what the appropriate questions are to ask *know what your office can handle *knowing whether or not physicians can take care of fractures *know what your office have capabilities of handling os that you don't waste time |
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Physical
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*may require more time
*doctors look at the body in a whole *unique type physicals(annual, sports *may be for life insurance policies(forms may have to be filled out in order for the patient to be able to send it in) |
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Pre Op
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*These exams are used for patients that are preparing for surgery
*May include diagnostic testing(labs, x-rays) |
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Consult
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*A consultation is where a patient has been referred to another physician of specialty for advice or opinion
*Longer than a normal visit *Common with specialists |
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Surgical
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*can be done in an office setting
*patients that are scheduled for an surgery needs to made aware that it is classified as a surgery *some surgical can be very limited or very complex |
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Follow Up
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*patient comes in after a surgical porcedure or a general follow up after an illness
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Repeat Appointment Series
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*Physical therapy, counseling, chiropractice care
*Keep appointment days and times consistent each week *Make later as apposed to earlier if time is not available |
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Recall Appointments
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*Periodic follow up diagnostic testing
*Yearly physicals *Teeth cleaning *Eye exam |
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Telephone Scheduling
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*Most common
*Ask for name and nature of visit *Ask about the best time for patient *Give patient three options, repeat if necessary *Document appointment in schedule *Repeat appointment time to patient |
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In Person
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*done when the patien has been checked out with the doctor
*will be doing the same procedure as if they were to call over the phone *the medical record will give you the reason for the patients visit *go through ask the patient when is the best time to come in, give them 3 options, document it, and then give the patient a reminder card |
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New Patient
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*ask for their name and the nature of their visit
*ask who referred them *ask for the preliminary information to start to build the account so that an appointment can be made *when the patient comes in after the completion of the forms we are then able to complete information on the account *after given the appointment to the patient you then want to give general instructions(location, parking) *payment is do at the time service is rendered *some offices will not accept checks from new patients *send out welcome package if time allows |
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Late Patients
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*Make appointments for end of day
*Tell patient to come 30 minutes earlier than appointment time given |
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Cancellations and Rescheduling
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*Just like making that appointment, you will also need to know how to make changes to the appointment
*his serves as a legal document so it must be done correctly *Reasons for changes to happen: -Forgot appointment times -Emergencies -Conflict with schedule |
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When the Patient Cancels
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*try to attemp to reschedule the appointment
*try to find out why they are cancelling *if they do cancel make sure to document for the cancellation *put patients on a recall appointment list |
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When the doctors need to Cancel
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*Personal illnesses or Emergency
*Apologize for inconvenience *If available, offer for patient to be seen by another physician in the practice *Reschedule patient on the first available time with doctor at patients convience |
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No show Policy
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*for patients who are inconsiderate
*when a patient don't show up and fail to cancel the appointment *usually it is a timeframe of cancellation so there will be no charge *so practice have 3 times of not showing resolves in discharge of the practice *physician is responsible for the patients care *if the patient does not show up or call than the patient is charged for a no show *insurance companies DO NOT pay for missed appointments *it is a failure of patients to keep the appointment and is their responsibility to pay for the appointment *no what the policy and the payment is |
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Recording the Failed Appointment
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*Notation should be made in patients chart and appointment database
*Attempt to contact patient to reschedule *The appointment schedule is a legal document |
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Why Print Schedules?
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*to call and remind patients of appointments and to have proof of cancellation
*printing the schedule can eb very useful *computer systems could be limited in an office *make sure to destroy the printouts cause they do have protected information on them if they are not filed for one particular purpose or another |
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Styles of Schedules
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*Schedules can be printed in many different formats to meet the needs of the office
-Daily -By physician -Weekly -Missed appointments |
