2.  One person is in charge of appointments.  Appointments are made to the matrix, which is set by physicians.  Policy Manual determines the time needed for appointments.  Appointments should be scheduled: At a time convenient for the patient and the office. Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved. 2

3.  Appointment schedules should be flexible to allow for emergencies.  Everyone cooperates to ensure the schedule adheres to office policy.  Most appointments should be made for 15 mins.  Buffer times in the appointment schedule should be: 30 mins. Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved. 3

4.  New patient appointments require more time.  Follow office policy on obtaining information before patient’s arrival for appointment. Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved. 4

5.  All follow-up appointments should require a reminder.  When making appointments for follow-up visits, you should make the appointment as close to the time that is convenient for the patient.  Provide an appointment card and a reminder call. Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved. 5

6.  Clearly state the time of the appointment—and repeat.  For new patients, provide location of office, if needed.  Obtain a phone number for all patients, especially new patients.  Be professional!! Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved. 6

7.  If the appointment you are scheduling is a double- booking, explain that the patient may have to wait for a while.  When canceling an appointment for an established patient, you should ask if the patient desires another appointment and document the cancellation and the new appointment in the medical record.. Copyright © 2007 by Saunders, an imprint of Elsevier Inc. All rights reserved. 7

8.  When scheduling an admission of patients to the hospital, it is always permissible to provide the personal information on that patient because the hospital needs it for its records. (T)  Appointment schedules have to be followed strictly and no changes can me made during the day?  It is necessary to get the phone number of a new patient?