CHAPTER 12 Scheduling Appointments and Maintaining the Physician’s Schedule © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-2 Learning Outcomes 12.1 Explain the importance of the appointment book in maintaining the schedule in the medical office 12.2 Identify common scheduling abbreviations 12.3 Identify different types of appointment scheduling systems 12.4 Discuss ways to arrange appointments for patients © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-3 Learning Outcomes (cont.) 12.5 Explain how to handle special scheduling situations 12.6 Explain how to properly document no-shows and late patients 12.7 Describe how to schedule appointments that are outside the medical office 12.8 Discuss ways to keep an accurate and efficient physician schedule © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-4 Introduction • Scheduling systems – Types – How each is used • Scheduling situations • Appointment book – Legal aspects – Documentation © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-5 The Appointment Book A well-managed appointment book • Creates an efficient patient flow • Shows respect for everyone’s time by preventing excessive wait time Unexpected events that occur • Early and late arrivals • No-show patients • Emergencies • Physicians spend extra time with patients © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-6 The Appointment Book (cont.) • Preparing the appointment book – Create the matrix, or basic format • Block off times the doctor is unavailable • Examples of when time should be blocked off – – – – Hospital rounds Surgery Vacation and holidays Scheduled meetings © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-7 The Appointment Book (cont.) • Computer or traditional paper appointment book • Obtain patient information – Patient’s full name – Home and work telephone numbers – Purpose of the visit • Use only approved abbreviations © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-8 Determining Standard Procedure Times • Create a standard list of procedure times – Indicate how much time to allow for the tests – Use only as a guide • Helps identify appointment openings appropriate for the patient visit © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-9 Determining Standard Procedure Times (cont.) 5-10 30–60 10-20 30 15–20 30 or > 15-20 10–20 15-30 15 5–10 15–30 15 30 30 or > 30-60 © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-10 A Legal Record • Keep appointment books for at least years • Entries must be clear and easy to read  Never erase a name or use liquid paper  Use blue ink and never pencil  Draw a single line through the name  Write the date, time, and reason for cancellations  Document cancellations and no-shows in patient’s record © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-32 Scheduling Outside Appointments • Common outside appointments include – – – – Consults with other physicians Laboratory work X-rays and other diagnostic tests Hospitalizations and surgeries • Be sure to have a doctor’s order specifying – Procedure – When results are needed © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-33 Scheduling Outside Appointments (cont.) • Validate the patient’s insurance prior to selecting the outside physician or facility – HMOs often arrange referrals and notify office when approved • Discuss possible appointment times with patient or give patient information to make appointment • Give pre-appointment instructions if necessary © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-34 Apply Your Knowledge Mr Anderson calls at 0830 and cancels his 0900 but calls the office again at 1230 c/o redness and discomfort at his surgical site What should the medical assistant do? ANSWER: The medical assistant should tell the patient to come right in due his complaints of incision redness and discomfort However, Mr Anderson should also be told that he will be “worked in” around other patients’ appointments © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-35 Maintaining the Physician’s Schedule © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-36 Maintaining the Physician’s Schedule (cont.) • Overbooking – Scheduling too many patients – Office schedule falls behind – Stressful for staff • Underbooking – Gaps in schedule – Try to schedule another appointment in cancelled time slot © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-37 Maintaining the Physician’s Schedule (cont.) • Emergencies or delays – Apologize to waiting patients and give an estimated waiting time – Offer choice • Leave and return at agreed-upon time • Reschedule appointment for another day • Reserving operating rooms – Give preferred days and times – Provide type and approximate length of procedure © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-38 Maintaining the Physician’s Schedule (cont.) • Scheduling pharmaceutical sales representatives – Block time for this purpose – New representatives • Request a business card • Check with the physician before scheduling an appointment © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-39 Maintaining the Physician’s Schedule (cont.) • Making travel arrangements for out-oftown meetings or events – Medical assistant may be responsible for • Airline arrangements (get itinerary) • Car rentals and lodging • Get confirmations for all reservations – A locum tenens or substitute physician may cover practice while regular physician is away © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-40 Maintaining the Physician’s Schedule (cont.) • Planning meetings – Find out number of people, length and purpose of meeting – Secure location with adequate room and parking – Prepare an agenda if requested – Secure equipment such as podium and microphones – Take minutes as needed © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-41 Maintaining the Physician’s Schedule (cont.) • Schedule regular time with the physician – Review schedule – Other items • State medical license • Drug Enforcement Agency registration • Documentation of continuing medical education (CME) requirements © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-42 Apply Your Knowledge When making travel arrangements for the physician, which of the following would be the responsibility of the medical assistant? ANSWER: a) Locum tenens b) Itinerary c) Agenda Right! © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-43 In Summary 12.1 The appointment book is important in a medical office because it shows respect for the physician’s time and creates an orderly and efficient patient flow 12.2 Commonly used abbreviations save space and time when entering information into an appointment book 12.3 There are several different types of appointment scheduling systems They range from open-hours scheduling to computerized scheduling © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-44 In Summary (cont.) 12.4 When arranging appointments for patients, be courteous and polite Offer different dates and times; always confirm the appointment by repeating it to the patient 12.5 Special scheduling requires creativity and flexibility 12.6 Document late arrivals and no-show patients Call to discuss reasons for lateness or noshow © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-45 In Summary (cont.) 12.7 Before scheduling outside appointments, ask the doctor for exact procedures that need to be performed, and which results will be needed 12.8 Your job as a medical assistant is to keep the physician’s schedule accurate and efficient Do not overbook or underbook © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12-46 End of Chapter 12 Taking a few extra minutes, going that extra mile, and giving that added special touch can make a world of difference in a very difficult situation ~ Lisa Lockhart (From A Daybook for Nurses: Making a Difference Each Day) © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d [...]... to the appointment but should bring it with him © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12- 32 Scheduling Outside Appointments • Common outside appointments include – – – – Consults with other physicians Laboratory work X-rays and other diagnostic tests Hospitalizations and surgeries • Be sure to have a doctor’s order specifying – Procedure – When results are needed © 2011 The... scheduling – Scheduling patients weeks or months in advance, such as with annual exams – Leave a few slots open for patients with unexpected problems • Combination scheduling – Using two scheduling methods © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12- 17 Appointment Scheduling Systems (cont.) • Computerized scheduling – advantages – Can “lock out” selected appointment times – Information... 12- 12 Appointment Scheduling Systems • Goals – Smooth flow of patients – Minimal waiting time • Open-hours scheduling – No appointments • Patients arrive at their own convenience • Seen on a first-come, firstserved basis – Rural practices and urgent care centers © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12- 13 Appointment Scheduling Systems (cont.) • Time-specified scheduling –. .. panies, Inc A ll rights reserv e d 12- 34 Apply Your Knowledge Mr Anderson calls at 0830 and cancels his 0900 but calls the office again at 123 0 c/o redness and discomfort at his surgical site What should the medical assistant do? ANSWER: The medical assistant should tell the patient to come right in due his complaints of incision redness and discomfort However, Mr Anderson should also be told that he... e d 12- 24 Special Scheduling Situations: Patient (cont.) • Fasting patients – Refrain from eating or drinking – usually beginning the night before the appointment – Schedule as early as possible in the day – Instruct patient about the need to fast and when to start © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12- 25 Special Scheduling Situations: Patient (cont.) • Patients with diabetes... diabetes – Require regular meals and snacks to regulate blood glucose – Consider avoiding late morning slots that are close to lunchtime – Keep appropriate snacks on hand in the event a patient develops a low blood sugar © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12- 26 Special Scheduling Situations: Patient (cont.) • Repeat visits – Schedule regular appointments on same day and time... Inc A ll rights reserv e d 12- 28 Special Scheduling Situations: Patient (cont.) • Cancellations – Thank patient for calling to cancel – Appropriately mark appointment as canceled S Smith 098-765-4321 R Hansen 456-789- 0123 M Fitz 321-456-0987 J Jones 123 -4567890 cancelled – Attempt to reschedule while the patient is on the phone – Document cancellation in the patient’s medical record © 2011 The McGraw.. .12- 11 Apply Your Knowledge Use your knowledge of abbreviations and scheduling to order these from least time required to most time required (1= least time required and 5= most time required) 3 S/R suture removal 1 0–2 0 min ANSWER: 5 CPE complete physical examination 3 0–6 0 min 2 FU 1 CAN cancellation 0 min 4 P&P Pap smear and pelvic examination 1 5–3 0 min follow-up appointment 5–1 0 min GOOD... -Hill Com panies, Inc A ll rights reserv e d 12- 20 Arranging Appointments (cont.) • New patients – Those not established at the medical office – Obtain all necessary information • Return appointments – Ask patients if they need another appointment before they leave • Name • Address and phone number • Date of birth • Insurance information – Have patient arrive 1 5–3 0 minutes early to fill out forms © 2011... Double-booking – Two or more patients scheduled for the same time • Both patients will see the doctor within the scheduled period • One may be seen by NP or PA – Used when patient with no appointment needs to be seen © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 12- 16 Appointment Scheduling Systems (cont.) • Cluster scheduling (categorization) – Groups similar appointments together – Useful