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Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Scheduling Appointments Chapter 10.

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Presentation on theme: "Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Scheduling Appointments Chapter 10."— Presentation transcript:

1 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Scheduling Appointments Chapter 10

2 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 2 Introduction Scheduling keeps the office functioning smoothly throughout the business day. If scheduling is not done efficiently, the entire office does not function efficiently.

3 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 3 This chapter will examine: Three methods of appointment scheduling How to recover from schedule interruptions Setting up a scheduling matrix Dealing with consistently late patients Reasons for failed appointments

4 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 4 Guidelines for Appointment Scheduling Some offices stick to a strict schedule. Some are more flexible. Some are never on schedule, no matter what day or time an appointment is made.

5 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 5 Guidelines for Appointment Scheduling Appointment scheduling systems must be individualized to each specific practice. When scheduling, consider three things: Patient need Physician preference and habits Available facilities

6 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 6 Patient Needs Determining Office Hours and Appointment Times: Is the office located in a busy metropolitan area or a rural area? What are the average ages of the patients? Is the area more industrial or residential? What types of patients are seen? Are evening and weekend appointments essential for most of the patients served?

7 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 7 Assessing Patient Needs What is the purpose of the visit? Will the patient require the physicians time, or will other staff members perform all or part of the service? What is the age of the patient? – Does the patient need an after-school appointment? – Does the patient object to traveling after dark? – Will the patient have problems taking off work for appointments?

8 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 8 Physician Preferences and Habits Does the physician become restless if the reception room is not packed with waiting patients? Does the physician worry if even one patient is kept waiting? Is the physician methodic and careful about being in the facility when patient appointments are scheduled to begin?

9 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 9 Physician Preferences and Habits Is the physician habitually late? Does the physician move easily from one patient to another? Does the physician require a break time after a few patients? Would the physician rather see fewer patients and spend more time with them or more patients throughout the day?

10 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 10 Available Facilities Make certain that the facilities needed for each patient will be available when scheduling appointments.

11 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 11 Methods of Appointment Scheduling The two most common methods of appointment scheduling are: Computer-based Appointment book

12 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 12 Appointment Books Consider the following features when choosing an appointment book. The size should conform to the desk space available. The book should be large enough to accommodate the practice. The book should open flat for easy writing and reference. The book should allow space for writing when the appointment will be, who the patient is, and why the patient is being seen. Bottom line = Physician preference

13 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 13 Appointment Books Color-coded books are easy to use and are helpful when the patient is to be seen a certain number of weeks later.

14 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 14 Computer Scheduling Computers can select the best appointment time based on the information entered about the patient. The length of time needed for various procedures can be entered in advance, and when that procedure is scheduled, the correct time will be automatically allotted.

15 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 15 Computer Scheduling Computers can search by patient name and find all scheduled appointments. More than one person can use the scheduling program at one time. Printouts can be produced for all of the employees who need that information.

16 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 16 Self-Scheduling Patients can log on and schedule their own appointments. Allows for patient confidentiality by showing only available appointment times. Reduces calls to the office. Available to patients 24 hours a day. Computer-illiterate individuals will object to such a system, so phone scheduling should still be made available.

17 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 17 Advance Preparation Establishing a Matrix Block off time slots when the physicians are not available: - Holidays - Days off - Lunch, dinner, and other breaks - Time for hospital rounds - Meeting times - Vacations

18 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 18 Types of Appointment Scheduling Open Office Hours Also called tidal wave scheduling. Patients are seen in the order of their arrival. Often used in rural practices. Can result in long wait times. Can overburden office staff members.

19 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 19 Types of Appointment Scheduling Scheduled Appointments Practitioners can see more patients with less pressure. Scheduling appointments takes skill, organization, and efficiency. The scheduler must know the length of time involved with various procedures and various classifications of office visits.

20 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 20 Types of Appointment Scheduling Flexible Office Hours Evening hours Weekend hours Extended hours late in the evening Early morning hours

21 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 21 Types of Appointment Scheduling Wave Scheduling Creates short-term flexibility within each hour. Assumes the actual time needed for all patients will even out over the course of the day. Schedules three patients for one time slot. Those three patients are seen in the order of their arrival.

22 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 22 Types of Appointment Scheduling Modified Wave Scheduling Two patients arrive at the top of an hour. A third patient arrives at half past the hour. This hourly cycle is repeated throughout the day. Can be modified further, such as scheduling three patients for one hour and none the next hour.

23 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 23 Types of Appointment Scheduling Double Booking Scheduling two patients at the same time. Often frustrating for patients. Scheduler must consider the reason for the appointment when using this method to ensure enough time is allotted for the patients. Grouping Procedures Scheduling like procedures together

24 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 24 Types of Appointment Scheduling Advance Booking Set appointments far in advance whenever possible. Give patients appointment cards to remind them of their time and date. Confirm appointments as they approach. Reschedule if needed.

25 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 25 Time Patterns Leave some open time during each days schedule. Keep one available appointment in the morning and in the afternoon. Schedule time for the physician to take a break in the morning and afternoon.

26 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 26 Time Patterns Remember that Mondays and Fridays are heavy phone and appointment days. Allow for more buffer time on these two days.

27 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 27 Patient Wait Time Be aware of the amount of time patients have been waiting. Patients should be called to the back office at their scheduled appointment time. Patients should not have to wait more than 5 or 10 minutes from then to see the physician.

28 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 28 Patient Wait Time (contd) If the patient has waited more than 15 minutes in the reception area, offer an explanation for the delay. Give the patient the option of waiting or rescheduling

29 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 29 Telephone Scheduling Use excellent telephone technique when scheduling appointments. Be considerate of requested times whenever possible. Explain why a time is not available, and offer a substitution.

30 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 30 Offering Patients Choices Offer the patient: A choice of days A choice of morning or afternoon A choice of times

31 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 31 Writing in the Appointment Book Write legibly. Remember that the appointment book may be subpoenaed to court. Put the patients contact phone number next to all entries. Use cell phone numbers whenever possible.

32 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 32 Scheduling New Patients Gather as much information as possible on the telephone when scheduling the first appointment. Attempt to get all of the information needed to construct the patients medical record. Determine the amount of time needed for the office visit.

33 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 33 Scheduling New Patients Offer the first available appointment to the patient. Remember to offer choices when scheduling the appointment. Explain parking issues. Give accurate directions to the office. Explain the approximate cost for the first visit, and make the patient aware of payment policies for new patients.

34 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 34 Preparing for New Patients Mail patient information packets if there is time before the actual appointment date. Send the information via email if possible. Determine if the patient is a referral. Send a thank-you note to the person who referred the patient. Confirm the appointment the day before.

35 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 35 Scheduling Established Patients In Person Usually done when the patient is leaving the office after an appointment. Offer the patient choices in day, date, and time. Always offer an appointment card. Provide excellent customer service to the patient.

36 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 36 Scheduling Established Patients By Telephone Offer the patient a choice of day, date, and times. Ask the patient if there have been any significant changes in address, phone numbers, or insurance coverage if he or she has not been to the office in a while.

37 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 37 Scheduling Other Types of Appointments Inpatient Procedures Call the facility where the appointment is to take place. Provide any information requested about the patient. Determine what the patient should bring to the facility when arriving for admission. Provide all appointment details to the patient in writing, if possible.

38 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 38 Scheduling Other Types of Appointments Outpatient and Inpatient Procedure Appointments Call the facility where the appointment is to take place. Provide any information requested about the patient. Determine what the patient should bring to the appointment. Provide all appointment details to the patient in writing, if possible.

39 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 39 Physician Orders Some physicians give patients the orders to take with them for inpatient and outpatient admissions. Often, orders are written on a prescription form for outpatient procedures and treatments.

40 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 40 Series of Appointments Some patients need a series of appointments for repeat or continued treatment. Try to set the appointments for the same times and days for ease of remembering. Provide appointment cards to the patient.

41 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 41 Series of Appointments

42 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 42 Special Circumstances Late Patients Be understanding when emergencies occur. Make certain patients are aware of policies that affect late patients. Tell habitually late patients to arrive 30 minutes before their actual appointment time.

43 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 43 Special Circumstances Rescheduling Canceled Appointments Make certain to remove the original appointment before scheduling the new appointment.

44 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 44 Special Circumstances Emergency Calls Triage the call according to policy. First, make certain to obtain a phone number and address where the patient is located. Project a caring and reassuring attitude.

45 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 45 Special Circumstances Acutely Ill Patients Follow office policy in deciding whether the patient should be scheduled for the same day. Escort acutely ill patients directly to examination rooms if possible on their arrival.

46 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 46 Special Circumstances Physician Referrals Honor requests for fast scheduling of patients who are referred by other physicians if at all possible. Obtain patient information from the referring office, if possible.

47 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 47 Special Circumstances Patients without Appointments Follow office policy for seeing patients without appointments. If the patient does not need to be seen immediately, schedule for the first available time. Make the patient aware of the appointment policy.

48 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 48 Special Circumstances Failed Appointments or No-shows Confirm appointments according to office policy. Attempt to reschedule the appointment. Make certain the patient understands the cancellation policy. Some offices charge patients for failed appointments if they do not cancel within 24 to 48 hours before the scheduled time.

49 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 49 Other Types of Appointments Other physicians Pharmaceutical representatives Salespersons Miscellaneous callers

50 Copyright © 2008, 2005, by Saunders, an imprint of Elsevier Inc. All rights reserved. Slide 50 Planning for the Next Day Look over the appointments. Review the medical records of patients to be seen. Make certain all laboratory reports and other information is available for physician review.


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