Chpt 5

Question 1

Appointment reminder cards

Answer 1

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

Question 2

Buffer time

Answer 2

See slack time

Question 3

Cluster scheduling

Answer 3

A scheduling system in which several patients are booked around the same block of time.

Question 4

Double booking

Answer 4

When two or more patients are scheduled to see the same healthcare provider at the same time

Question 5

Fixed appointment scheduling

Answer 5

A scheduling system in which each patient is given a specific appointment time.

Question 6

Matrix

Answer 6

A system for mapping out the appointment times available in the medical office

Question 7

Wave scheduling

Answer 7

A scheduling system in which patients are scheduled only for the first half of each hou

Question 8

Open hours scheduling

Answer 8

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

Question 9

Slack time

Answer 9

A system for leaving certain times of day open to accommodate situations such as patients who call for same-day appointments

Question 10

Modified Wave scheduling

Answer 10

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

Question 11

Items collected at time appt is scheduled

Answer 11

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

Question 12

Office policies to share with patient

Answer 12

Photo id
Payment at time of service
Copy of insurance
Copy of lab reports or x-rays
Expected arrival time
Verify date and time

Question 13

Car accident or work injury

Answer 13

Every patient is considered new
Make a separate file than the regular one

Question 14

Appointment lengths

Answer 14

New 45 minutes
Physical exam 60 minutes
Routine visit 15 minutes
Well child check up 15 minutes
Blood pressure check 5 minutes

Question 15

Before appointment

Answer 15

Create medical record
Verify insurance to collect correct copay
Send or email paperwork to fill out-include brochure

Question 16

Appointment blocks

Answer 16

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

Question 17

Paper appointment books

Answer 17

Patients may have to wait
Different colors for different providers
Different columns for different procedures
Highlight appointment types in different colors

Question 18

Chronically late patients

Answer 18

Give them arrival times that precede the appointment by 15 minutes

Question 19

Appointment book is considered a legal document

Answer 19

Keep safe
Passwords for electronic schedule

Question 20

Corrections to appointment book

Answer 20

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

Question 21

No-shows

Answer 21

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

Question 22

No-show follow-up

Answer 22

Note in patient medical record
Document any steps made to reschedule
If won’t reschedule, make a note and alert physician

Question 23

Consistent delays

Answer 23

Healthcare team as a whole must reevaluate the scheduling system

Question 24

Booking travel

Answer 24

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

Question 25

Scheduling hospital admissions

Answer 25

Keep hospital and related numbers by phone
Call insurance company for pre approval before scheduling
Best to schedule while patient is in the office if possible
Should have office guidelines-
List procedure, physician, time needed by physician, any info to relay to patient, ie. to fast
Preprinted form with information on getting to the facility and check in procedures
Let patient know what to expect: dietary restrictions before and after, length of procedure, provide information on warning signs

Question 26

Arrange transportation services for patients