Scheduling Flashcards by Kayla M

Computer system can do what

Display only available times
Or show length, type, and time preferences

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Why are computer systems helpful

It can select best appointment times based on inputed information
Can track future appointments

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Book scheduling can do what

-Show entire week at a glance
-have multiple columns, one for each doctor

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What are rules of book scheduling

-write in pencil
-include patients name and phone #

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Wave booking

Patients scheduled at the same time in the first ½ hour, second ½ for same day appointments

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How is wave booking tracked in order of arrival

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Assumption of wave booking

Time needed for each patient will average out

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Modified wave booking

Patients scheduled at same time in first ½ hour, second ½ hour:
-no patients (extra time for others)
-one patient
-patients in 10-20 min intervals

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Advantage of wave booking

One late person won’t disrupt schedule

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What is double booking

Same appointment time with the same provider given to 1+ patients

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Stream scheduling

Schedule appointments for specific times at regular intervals
- based on need

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Open booking or tidal wave

Patients come in intermitten times, seen by order of arrival

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Disadvantage of open booking

May be rush hours
patients may wait a long time

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How to improve wave booking wait times

Some places offer online or telephone check ins to know when the provider can take you

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Cluster booking

Patients w/ special needs booked at same time of the day, or week
-grouping by PE, referrals, sick people

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Who’s needs should be considered when scheduling

The patient, provider and facilities

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What to do for new patients

1: get full name, phone number, DOB, and adress
2: find out if they are a referral
3. Request reason for visit &urgency
4: offer patient first available appointment
5: go over financial arrangements
6: repeat when appointment is

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When should patients be called to remind of appointment

The day before the appointment is scheduled

What do you do if a new patient was referred

Send the referrer a consultation report and a thank you note

How to schedule established patients

After appointment, have all patients stop at front desk before they leave to schedule a new appointment
- give them an appointment card

What do providers need extra allocated time for ?

-lunch
-calls
-meetings
-making reports

What is necessary when male gynecologists are doing an exam

A female nurse must be present

Matrix

Grid with time slots blocked out for when physicians are unavailable or office is closed

Template

Document with a pre-set format that is used as a starting point

What's the policy for late patients

Check to see if the physician can still see them

What to do if patients have a habit of being late?

-schedule them for the last appointment of the day -ask them to show up 30min early

What is a screening system

It prioritizes the urgency of emergency calls to see how soon they need to be seen - has questions set

For emergency calls if it is very urgent

Ask patients their name, phone # and location -if they need to call 911, stay on the phone till EMT arrives

What if someone wirh no appointment shows up

Depends on policy, they could: - turn them away -if urgent, they will be seen -provider may visit them and then get them scheduled if needed

What to do if someone cancels an appointment

Call other patients who want to be seen early and ask if they want to come in -document the cancelation and reason on patient medical record

What to do if the provider cancels an appointment due to emergency

-if patient has arrived, ask them if they want to wait or reschedule -if patient hasn't call them to reschedule

True or false Is it necessary to tell patients why a provider couldn't make an appointment

False. Don't tell patients where or why a provider isn't there for safety reasons

How to deal with no shows

-call the patient to discuss the reason -if medical health is concerned write a letter to them -send through certified mail with return receipt -keep letter if patient medical record

What to do for a first no show

Note in the patients medical record

Second no show by patient

Warn the patient. Tell them policy

What to do if a patient has 3 no shows

Can consider dismissing patient

How much notice does offices want for cancelations

At least 24 hours

Can patients be charged for No Shows

Yes CMS allows provider to charge Medicare for missed appointments, If they also charge non Medicare patients

How to mark no shows

NS, OR MA

How to prevent no shows

-Appointment cards -confirmation calls- if release for signed for it -email reminders - computer sends 24hrs before mail reminders- reminder card or postcard,

Automated call routing

Patients can press a button to confirm or cancel appointments -can also send reminders or introduce providers -can call repeatedly for no show patients

To schedule testing

1. Verify patients billing address and contact info 2. Obtain written order from provider 3. Preauthorization (necessary?) 4. Pick time and day w/ patient 5.Check facility participates with insurance, schedule 6. Give patient info, instructions and to bring ID & insurance card 7. Ask patient to repeat 8. Have provider review consent form, patient sign it 9. Document info in patient chart

What to do with documents like consent forms

Take a copy and put in medical record

3 forms given to new patients

Release of information Patient registration Notice of privacy