1. Chapter 7
Appointments

2. Objectives
Review the learning and performance objectives for this chapter
By the end of this chapter, demonstrate the procedures in the textbook and the job skills in the workbook

3. Heart of the Health Care Professional
Service
The ultimate art of appointment making is accomplished when the physician’s schedule is blended with the patient’s needs and convenience.

4. Appointment Schedule Template
Well-planned guide
List of designated times for patients to meet with the physician
Preformatted
Specific number of slots
Various types of appointments

5. Appointment Schedule Template
Well-planned guide
Allows faster access
Meets patient needs
Decreases waiting times
Manages time for physicians
Cuts down on decision making

6. Scheduling Systems How many patients can be seen daily?
How many emergencies or walk-ins?
Does this vary by:
Season?
Day of the week?
Track for several weeks
See Figure 7-2

7. Scheduling Systems Computerized appointments Computer software program
Manage template
Schedule appointments
See Figure 7-3

8. Scheduling Systems Appointment book Manual paper scheduling system
Mark block times
Pencil in appointments
Used in smaller offices
See Figure 7-5

9. Scheduling Systems

10. Scheduling Systems

11. Scheduling Systems Patient flow techniques Stream
Fixed Interval of time for each patient
Not flexible
Better for specialty practices
Clustered appointments
Blocks of time for similar appointments

12. Scheduling Systems Patient flow techniques Single book Double book
Time-specific
Used in specialty or consulting practices
Double book
Two patients scheduled for same time
Work in emergencies
Patients may wait longer

13. Scheduling Systems Patient flow techniques True wave Modified wave
Specific number of patients per hour
All report on the hour
Seen in the order they arrive
Modified wave
1st ½ Hour - scheduled patients
2nd ½ Hour - walk-in, work-in, emergency

14. Scheduling Systems Patient flow techniques Open access Open hours
Same day scheduling
Open hours
Patients walk in during specific hours
Seen in the order they arrive

15. Scheduling Systems Patient flow techniques Triage Sorting patients
Screening procedures

16. Scheduling Appointments
Basic considerations
Needs of the patient
Convenience of the patient
Preferences/habits of the physician
Availability of equipment/facilities

17. Scheduling Appointments
Managing appointments
Be flexible
Consider patients’ schedule
Working patients
School children
Elderly patients
Procedures 7-1 and 7-2

18. Scheduling Appointments
View the video scenario, and watch as the medical assistant schedules an appointment over the phone
Scene – MA taking patient phone call
MA tip – Manual scheduling
Scene – MA recording pt. symptoms (phone call)
Narrator – Office policies
Scene – Scheduling pt. for appointment (phone call)

19. Scheduling Tips and Types of Appointments
Follow-up appointments
Do not schedule too far in advance
Unscheduled appointments
Walk-in appointments
Sales/pharmaceutical representatives

20. Scheduling Tips and Types of Appointments
Emergency situations
Reorganize in an emergency situation
Procedure 7-3
Referral appointments
Seen as soon as possible
Retain good will with referring physician

21. Scheduling Tips and Types of Appointments
Habitually late patients
Schedule 15 minutes before actual time
No-show patients
Document each occurrence
First time – call to reschedule
Second time – call to reschedule
Third time – physician may discharge

22. Scheduling Tips and Types of Appointments
Cancelled appointments
Reschedule
Document
Managed care appointments
MCO measures quality of care
Drop from network if scheduling is poor

23. Scheduling Tips and Types of Appointments
appointments
Internet tool scheduling meetings
Clinical messaging services
Online tool for appointment requests
Uses encryption and firewalls
More secure than

24. Scheduling Tips and Types of Appointments
Telephone appointments
If no formal visit is required
Must be documented
Use CPT codes
Patient can be charged
Insurance can be billed

25. Scheduling Tips and Types of Appointments
Scheduling surgery
Schedule surgery via telephone
Complete form
Notify the patient
Procedure 7-4

26. Scheduling Tips and Types of Appointments
Preoperative appointments
Lab tests
X-rays
Postoperative appointments
Follow-up appointments with surgeon

27. Scheduling Tips and Types of Appointments
Diagnostic testing
Lab tests, X-rays, EKG, bone scan
Schedule an outpatient diagnostic test
Procedure 7-5
Therapeutic appointments
Physical, occupational, speech therapies
Counseling

28. Scheduling Tips and Types of Appointments
Hospital visits
Inpatient rounds
Hospitalist service
Convalescent hospital visits
Nursing Home
House call visits
Rare

29. Appointment Reminder Systems
Appointment reminder cards
Sent to patient
Figures 7-12 and 7-13
Reduce phone calls
Business card of specialist

30. Appointment Reminder Systems

31. Appointment Reference Sheet
List of appointments for the day
Computer printout
Photocopy of daily sheet
Typed list of names/times
See Figure 7-14

32. Guidelines to Avoid Audits and Improve Scheduling
MCO may audit scheduling procedures
Contract obligations
Quality of care
Important part of patient care
Review the guidelines

33. Stop and Think Handle a patient with an unverified appointment
Review the scenario
Decide which option you would take and elaborate on how you would word your response
Give rationale for your choice

34. Stop and Think Determine a routine, urgent or emergency appointment
Review the scenario
Is this an emergency, urgent, or routine?
Select one of the possible choices
Why did you make that choice?
Why did you not select the other choices?

35. Stop and Think
Explain office policy for urgent and emergent appointments
Review the scenario
What would you say to Mr. Belgium?
Remember confidentiality