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24 Cards in this Set
- Front
- Back
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Consideration of Office Hours
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*Where is the office located?
-Metropolitian or Rural area -Industrial or Residential *Type of patients to be seen -age -gender -physician specialty |
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Patient Need
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*Age of the patient
-Object to travel after dark -School age *Purpose of the visit -Will visit require full time of physician *Other needs -Work schedule(evening appointment) -Needs assistance |
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Physicain Preferences
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*Amount of time desired with each patient
*Request for break after seeveral patients *Maxium 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 *Vacation *Staff meetings *Available facilities |
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Open office Hours
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*Specific hours of operation
*No appointment *Based on triage *Disadvantages -Long waits if overcrowded -Difficult in accomplishing office duties |
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Scheduled Appointments
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*A specific time frame
*Have proper coverage *Busiest days are Mondays and fridays |
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Flexible Office Hours
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*Open eveningand/or weekend hours
*Convience to the patient and staff |
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Wave and Modified wave Scheduling
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*A group of patients are told to all come in at the same time
*Wave is were you are seeing 4 patients on the hour *Modified Waveis were you are seeing 2 patients on the half hour |
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Double Booking
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*Poor practice if done continuously
*Allow an opening for emergencies on the hour during busiest times to prevent double booking *Not considered if patient is not seeing the physician |
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Grouping Procedures
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*Alike procedures done on the same day
-Surgical procedures -Diagnostic testing -Physicals |
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Telephone Scheduling
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*Ask for name and nature of visit
*Ask about best time for patient *Give patients 3 options, repeat if necessary *Document appointment in schedule *Repeat appointment time to patient |
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New Patient
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*Ask for name and nature of the visit
*Ask if referred *Ask for preliminary information *Schedule appointment *Give general instructions -Location -Parking -payment *Send office welcome package |
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Established Patients
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*Is the bulk of what makes up the schedule
*The patients are important *Refer to the chart at the end of visit for a follow-up visit *Give patient a reminder card |
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Scheduling Outside Appointments
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*Hospitals, surgeries, apecialist and diagnostic testing
*Identify facility and yourself *Be prepared *Give patient necessary documents *Call patient with appointment time and phone number of facility *Document in patients chart |
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Recall Appointments
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*Periodic follow up diagnostic testing
*Yearly physical *Teeth cleaning *Eye exam |
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Dealing with delays
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*Apologize for delay
*Briefly explain the delay *Allow patient to wait *Offer to reschedule *Offer to see another Physician |
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Late Patient
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*be very disruptive in the schedule
*make patients that have a habit of coming in late a schedule for the end of the day *tell patients to come 30 minutes earlier than scheduled appointment time |
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When the patient cancels
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*Attempt to schedule appointment
*Document reason for cancellation *Put on recall appointment list for follow up(offers good patient care, bring in revenue for office, reminder for the patient to come in have whatever needs to be taking care of) |
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When the Doctor needs to Cancel
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*Personal illness or emergency
*Apologize for inconvience *If available, offer for patient to be seen by another physician in the practice *Reschedule patient on the 1st available time with doctor at patient convenience |
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Reasons for Failed Appointments
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*Forgot about the appointment
*Emergency *Patient wants to avoid dealing with health issues *Lack of consideration |
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No show Policy
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*Patient doesn't show or cancel appointment(patients are charged if don't notify cancellation)
*3rd time may resultin discharge *Charge for missed appointment *Allow for emergencies |
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Confirmation Calls
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*Calling patients 1 to 2 days prior appointment
*Decreases missed appointments *Good customer service |
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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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Other reminders
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*Appointment cards
*Emails *Mailed cards or letters |
