Bài giảng Medical Assisting - Chapter 12: Scheduling Appointments and Maintaining the Physician’s Schedule

Objectives 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 and describe different types of appointment scheduling systems. 12-4 Discuss ways to arrange appointments for patients. 12-5 Explain how to handle special scheduling situations.

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PowerPoint® to accompany Second EditionChapterCopyright © The McGraw-Hill Companies, Inc. Permission required for reproduction or display. Chapter 12Medical Assisting Chapter 12Ramutkowski • Booth • Pugh • Thompson • Whicker1Objectives12-1 Explain the importance of the appointment book in maintaining the schedule in the medical office.12-2 Identify common scheduling abbreviations.12-3 Identify and describe different types of appointment scheduling systems.12-4 Discuss ways to arrange appointments for patients.12-5 Explain how to handle special scheduling situations.Scheduling Appointments and Maintaining the Physician’s Schedule2Objectives (cont.)12-6 Explain how to handle no-show and late patients with proper documentation.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.Scheduling Appointments and Maintaining the Physician’s Schedule3The Appointment BookA well managed appointment book: Creates an efficient patient flow Shows respect for everyone’s time by preventing excessive wait timeUnexpected events that occur: Early & late arrivals No-show patients Emergencies Physicians spend extra time with patients4Preparing the Appointment BookFirst a matrix must be created by blocking off times the doctor is unavailable.Examples of when time should be blocked off:Hospital RoundsSurgeryVacation & HolidaysScheduled MeetingsThe Appointment Book5The Appointment BookObtaining Patient Information Patient’s full name Home and work telephone numbers Purpose of the visit Estimated length of visit6The Appointment Book (cont.)Commonly Used AbbreviationsAbbreviationMeaningBPblood pressure checkcancancellationconsconsultationCPEcomplete physical examinationECGelectrocardiogramFUfollow-up appointmentI&Dincision and drainage7AbbreviationMeaninginjinjectionN&Vnausea and vomitingNPnew patientP&PPap smear (Papanicolaou smear) and pelvic examinationPapPap smearPTphysical therapyrerecheckThe Appointment Book (cont.)Commonly Used Abbreviations8AbbreviationMeaningrefreferralRSreschedulesigsigmoidoscopyS/Rsuture removalsurgsurgeryUSultrasoundCPchest painC&Ccalled and canceledThe Appointment Book (cont.)Commonly Used Abbreviations9AbbreviationMeaningCcanceledLabLaboratory studiesRxPrescription SOBShortness of Breathc/oComplains ofptPatientGIGastrointestinalPMSPremenstrual SyndromeSTDSexually Transmitted DiseaseThe Appointment Book (cont.)Commonly Used Abbreviations1030 min or >Determining Standard Procedure TimesHow Long Will Each Take?complete physical examinationnew patient visitfollow-up office visitemergency office visitprenatal examinationpap smear & pelvic examminor in-office surgerysuture removal30-60 min5-10 min15-20 min15 min15-30 min10-20 min30 min5-10 min10-20 min15 min15-20 min15-30 min30 min30 min or >30-60 min11A Legal RecordThe appointment book is considered to be a legal record.Some offices keep appointment books on-hand for at least 3 years.General Tips...Use ink and never pencil.Never erase a name or use liquid paper to blot names out.Write the date, time, and reason for cancellations.It can be used as evidence, so entries must be easy to read.12Use your knowledge of abbreviations and scheduling to order these patients from least time required to most time required.S/RCPEFUcanP&PApply Your Knowledge13Use your knowledge of abbreviations and scheduling to order these patients from least time required to most time required.( 1= least time & 5= most time required)S/R suture removal 10-20 min. CPE complete physical examination 30-60 min.FU follow-up appointment 5-10 min.can cancellation 0 min.P&P Pap smear (Papanicolaou smear) and pelvic examination 15-30 min.12345Apply Your Knowledge-Answer14Appointment Scheduling SystemsOpen-Hours SchedulingPatients arrive at their own conveniencePatients are seen on a first-come, first-served basisTime Specified SchedulingPatients are scheduled for specific timesLonger appointment times are given as needed15Wave SchedulingUses an hourly target by determining the number of patients to be seen hourly and dividing by the average estimated length of the visitsWorks well in large offices that can see several patients at the same timeSeveral patients are scheduled for the same appointment time, and they are seen in the order of their actual arrivalAppointment Scheduling Systems (cont.)16Modified-Wave SchedulingOne modification is to schedule patients in 15-minute incrementsAnother option is to schedule four patients during the first half hour and leave the second half hour free for catch upDouble BookingScheduling two or more patients for the same time with the plan that both will see the doctor within the scheduled periodAppointment Scheduling Systems (cont.)17Cluster SchedulingGroups similar appointments together during the day or weekUseful if specialized equipment has limited availabilityAdvance SchedulingScheduling patients weeks or months in advance such as with annual gynecologic examinationsAppointment Scheduling Systems (cont.)18Combination SchedulingUsing two scheduling methodsComputerized SchedulingAffords the following advantages: Can “lock out” selected appointment timesInformation can be accessed from all terminals in the officeHelp identify patients who are late, canceled, or those requiring more time with the physicianAppointment Scheduling Systems (cont.)19A large pediatrician office commonly must “squeeze” patients in that have become ill, so this new office plans to offer immunizations only twice per week. Which scheduling system(s) would you recommend for this medical practice?Apply Your KnowledgeCombination scheduling consisting of cluster and a form of wave scheduling would be recommended to allow for the needed flexibility.-Answer20Arranging AppointmentsNew PatientsPatients who have not been established at the medical officeGet correct information such as spelling and pronunciation of their name, address, telephone number, etc.Requested to arrive 15-30 minutes early to complete formsReturn AppointmentsIt is a good practice to ask patients that come to the office for visits if they need another appointment before they leave.21AppointmentRemindersAppointment cardsAfter appointment time is entered in the book, it is recorded and given to the patientReminder calls1-2 days before the scheduled appointment a follow-up call is madeReminder mailingsPatient addresses a postcard to themselves that the office mails one week before the appointmentRecall noticesForm letter sent to remind patients that they need to be seenArranging Appointments (cont.)22A new patient is scheduling an appointment over the telephone with the medical assistant. This medical office uses Time Specified Scheduling. The next available appointment is 0930. What time will the medical assistant request that this patient arrive based on this information?Apply Your KnowledgeThis patient should be scheduled to arrive no later than 0915, so the necessary forms can be completed prior to the scheduled time to see the physician.-Answer23Special Scheduling SituationsMedical office schedules can be interrupted by: Patients Physicians Both Neither24Patient Scheduling SituationsEmergenciesPatients told to come to the office for emergency appointments are seen before patients already scheduled, once they arrive.ReferralsPatients referred by other physicians should be seen as quickly as possible as a matter of professional courtesy and good business practice.25Fasting PatientsPatients required to refrain from eating or drinking should be seen as early as possible.Patients with DiabetesTo prevent complications associated with taking insulin these patients require regular meals and snacksSchedule their appointment as early as possiblePatient Scheduling Situations (cont.)26Repeat VisitsSchedule appointments on same day and time for patients needing regular appointmentsLate ArrivalsPatients that are often late for appointments can be scheduled toward the end of the day to prevent disruption with the office scheduleWalk-InsIf the doctor is fully booked, ask patient to schedule an appointmentA sign should be posted in the office if no walk-ins are allowedPatient Scheduling Situations (cont.)27CancellationsBe sure to draw a line through the patient’s name in the appointment book and document in his/her medical record the cancellationAttempt to reschedule while the patient is on the phoneMissed AppointmentsDocument no-shows in the appointment book and patient medical recordInform the physician of no-showsPatient Scheduling Situations (cont.)28Physician Scheduling SituationsPhysicians may throw the schedule off by:Being late to workReturning late from lunch or meetingsBeing called away for emergenciesDelays at the hospitalIf a physician is late repeatedly, you may want to add some buffer time to the schedule and slot patients accordingly.29Scheduling Outside AppointmentsBefore scheduling ask the doctor for an order that identifies the exact procedures to be done.Always validate the patient’s insurance before selecting the outside physician or facility.Common Outside Appointments Include:Consults with other physiciansLaboratory workX-rays & other diagnostic testsHospitalizations & surgeries30Apply Your KnowledgeA patient calls and cancels his/her 0900 appointment at 0830 but recalls the office at 1030 with a c/o redness at the surgical site. What should the medical assistant do?The patient should certainly be allowed to come due to complaints of incision redness; however, explain to the patient that he/she will be “worked in” the best you can, so you do not throw off the other appointments.- Answer31Do Not OverbookDo Not UnderbookMaintain a BalanceMaintaining the Physician’s Schedule32Reserving Operating RoomsReserve the facility and staff neededGive preferred days and times, types and length of surgeriesStocking the Medical BagSome physicians see patients in nursing home facilitiesSupplies may be needed, so the medical assistant may stock items needed in the medical bagMaintaining the Physician’s Schedule (cont.)33Scheduling Pharmaceutical Sales RepresentativesRepresentatives from drug manufacturing companies are often called detail personsSome physicians will meet briefly with them so time may be set asideIf an unknown, unscheduled representative comes, request a business card and check with the physician before scheduling an appointmentMaintaining the Physician’s Schedule (cont.)34Making Travel ArrangementsPhysicians may attend out-of-town meetings and other events. Airline arrangements (get itinerary) may need to be made along with car rentals and lodging.Get confirmations for both travel and room reservations.A locum tenens may be required while the physician is away.Maintaining the Physician’s Schedule (cont.)35Planning MeetingsFind out number of people, length and purpose of meetingSecure location with adequate room and parkingPrepare an agenda if requestedSecure equipment like podium and microphonesScheduling Time with the PhysicianMeet regularly with the physician to review items such as:State Medical LicenseDrug Enforcement Agency RegistrationDocumentation of Continuing Medical Education (CME) requirementsMaintaining the Physician’s Schedule (cont.)36Apply Your KnowledgeWhen making travel arrangements for the physician, which of the following would be most important? Locum tenens Itinerary Agenda - Answer37End of ChapterEnd of Chapter38