Learning objectives of this chapter include: Describe how the appointment book is key to the continuity of patient care, identify how to properly apply a matrix to an appointment book, compare different types of appointment scheduling systems, identify ways to organize and schedule patient appointments,...
CHAPTER 16 Schedule Management 16-2 Learning Outcomes (cont.) 16.1 Describe how the appointment book is key to the continuity of patient care 16.2 Identify how to properly apply a matrix to an appointment book 16.3 Compare different types of appointment scheduling systems 16.4 Identify ways to organize and schedule patient appointments 16-3 Learning Outcomes (cont.) 16.5 Model how to handle special scheduling situations 16.6 Explain how to schedule appointments that are outside the medical office 16.7 Implement ways to keep an accurate and efficient physician schedule 16-4 Introduction • Scheduling systems – Types – How each is used • Scheduling situations • Appointment book – Legal aspects – Documentation 16-5 The Appointment Book • A well-managed appointment book – Creates an efficient patient flow – Shows respect for everyone’s time • Unexpected events that occur – Early and late arrivals – Emergencies – Patient’s who require extra time 16-6 Computerized Scheduling • Lock-out feature • Access • Identification of problem patients • “Search” feature • Reports feature • Color-coding feature Screen captures of SpringCharts™ Electronic Health Records software are reprinted with permission from Spring Medical Systems, Inc All rights reserved 16-7 Online Scheduling • Not for all office types • Cost and security have been barriers • Prior to purchasing an e-scheduler – Assess practice needs – Determine potential for use – Research products 16-8 Apply Your Knowledge What advantages does a computerized scheduler have over a paper appointment book related to continuity of care? ANSWER: •It enables you to identify possible noncompliant patients who cancel appointments, often arrive late, or are no-shows •It enables you to search for upcoming appointments to ensure follow-up care is given •It allows for access from multiple areas so a physician could check for a patient in an examination room 16-9 Applying the Matrix • Block off times the doctor is unavailable to see patients • Schedule around those times • Unblock appointments if physician becomes available 16-10 Required Patient Information • Obtain patient information – Patient’s full name – Home and work telephone numbers – Purpose of the visit • Use only approved abbreviations 16-37 Apply Your Knowledge What is the first thing you should before scheduling an appointment for a referral to a specialty physician? ANSWER: The first thing you need to is to verify that the physician will be covered by the patient’s insurance 16-38 Maintaining the Physician’s Schedule Maintain Maintain aa Balance Balance 16-39 Visits Outside the Office • House calls – check on home-bound • Hospital rounds • Nursing home visits • “Mouse calls” Scheduling Pharmaceutical Sales Representatives • Physician preference – Scheduled block of time – By appointment • New representatives – Request a business card – Check with the physician before scheduling an appointment 16-40 16-41 Making Travel Arrangements • Travel and lodging arrangements • Itinerary – several copies for physician and one for the office • A locum tenens or substitute physician may cover practice while regular physician is away 16-42 Planning Meetings • Find out number of people, length and purpose of meeting • Secure location with adequate room, parking, and food services • Secure AV equipment • Send invitations • Create agenda • Prepare minutes 16-43 Scheduling Time with the Physician • Irregularities or changes in the schedule • Other items for discussion – Practice finance – Taxes and other financial matters – Professional licenses – Renewal requirements for the medical staff 16-44 Apply Your Knowledge Why is it important to maintain a balance in the physician’s schedule? ANSWER: To help the physicians use their time efficiently Right! 16-45 In Summary 16.1 The appointment book or electronic scheduler and its matrix, when used properly, allow the office staff to respect the time of both the physician and patient, by keeping an efficient and timely flow of patients throughout the day 16-46 In Summary (cont.) 16.2 To create a matrix you must know the usual schedule of physician availability to see patients as well as the times the physician (or practice) will not be open to see patients The latter times should be X’d out with a short reason given as to why the time is unavailable Follow the instructions for the electronic scheduler to block out the appropriate time frames 16-47 In Summary (cont.) 16.3 The most commonly used types of scheduling systems are open-hours, timespecified, wave, modified wave, double booking, cluster, and advance scheduling It is also common for offices to use any combination of the above as best suits each practice 16-48 In Summary (cont.) 16.4 When organizing and scheduling patient appointments, always maintain a positive, professional image The patient’s status should be considered as well as patient preference The goal is to accommodate the patient, while still maintaining an efficient schedule Appointments should be confirmed through appointment cards, phone calls, email notification and mailing recall notices 16-49 In Summary (cont.) 16.5 Handling special scheduling situations requires critical thinking skills and creativity Scheduling situations can arise if the physician is running late or if a patient requires an emergency appointment Other scheduling problems may also include a patient who does not show, arrives late, or arrives on the wrong day Document any patient-related appointment issues the patient’s medical record for legal purposes 16-50 In Summary (cont.) 16.6 In order to schedule outside appointments you will require the patient’s demographic and health insurance information along with the procedure or service to be performed and the reason for the service Preferred dates and times should also be noted If referrals or prior authorizations are required, you may also be required to obtain these 16-51 End of Chapter 16 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) ... scheduling systems 16. 4 Identify ways to organize and schedule patient appointments 16- 3 Learning Outcomes (cont.) 16. 5 Model how to handle special scheduling situations 16. 6 Explain how to schedule appointments... Explain how to schedule appointments that are outside the medical office 16. 7 Implement ways to keep an accurate and efficient physician schedule 16- 4 Introduction • Scheduling systems – Types – How... Confirmations and Reminders • Appointment cards – Enter appointment in scheduler – Fill out card • Do not rely on memory to enter appointment into book or scheduler 16- 23 Appointment Confirmations and