Chpt 5 Flashcards
Appointment reminder cards
Usually the size of a business card and contain the date , day and time of the patient’s next appointment, as well as the office name and telephone number
Ask if patient wants one
Buffer time
See slack time
Cluster scheduling
A scheduling system in which several patients are booked around the same block of time.
Double booking
When two or more patients are scheduled to see the same healthcare provider at the same time
Fixed appointment scheduling
A scheduling system in which each patient is given a specific appointment time.
Matrix
A system for mapping out the appointment times available in the medical office
Wave scheduling
A scheduling system in which patients are scheduled only for the first half of each hou
Open hours scheduling
A scheduling system in which patients are normally seen on a first-come, first-served basis, with no appointment necessary
Sometimes office too busy, sometimes empty
Slack time
A system for leaving certain times of day open to accommodate situations such as patients who call for same-day appointments
Modified Wave scheduling
A scheduling system in which 2 or 3 patients are scheduled at the beginning of each hour, followed by single patient appointments every 10-20 minutes for the rest of that hour
Complicated cases scheduled at the beginning of the hour
Items collected at time appt is scheduled
Legal full name
Birth date
Home, work, mobile numbers
Reason for visit
Length of time the patient has had condition
Name of referring physician
Insurance type
Need for directions to medical office
Office policies to share with patient
Photo id
Payment at time of service
Copy of insurance
Copy of lab reports or x-rays
Expected arrival time
Verify date and time
Car accident or work injury
Every patient is considered new
Make a separate file than the regular one
Appointment lengths
New 45 minutes
Physical exam 60 minutes
Routine visit 15 minutes
Well child check up 15 minutes
Blood pressure check 5 minutes
Before appointment
Create medical record
Verify insurance to collect correct copay
Send or email paperwork to fill out-include brochure
Appointment blocks
Block out when physicians are not available
Block out equipment use
Any abbreviations should be standard in an office
Note any unique requirements of particular patients on charts so the scheduler gives them appropriate length appointments
Paper appointment books
Patients may have to wait
Different colors for different providers
Different columns for different procedures
Highlight appointment types in different colors
Chronically late patients
Give them arrival times that precede the appointment by 15 minutes
Appointment book is considered a legal document
Keep safe
Passwords for electronic schedule
Corrections to appointment book
Never white out
Draw 1 line through patient name and note why the patient didn’t make it
Electronic systems have a tracking system that keeps the information
No-shows
Receptionist should call 15-20 minutes after appointment time
Try to reschedule or leave message requesting return call to schedule
If can’t even get a voicemail, send a note requesting rescheduling
No-show follow-up
Note in patient medical record
Document any steps made to reschedule
If won’t reschedule, make a note and alert physician
Consistent delays
Healthcare team as a whole must reevaluate the scheduling system
Booking travel
Clearly write all info on travel plans with confirmation numbers
Keep a copy in office for the team to reference
Original documents to physician
Also track continuing ed information
