Lecture Medical assisting: Administrative and clinical competencies (2/e) - Chapter 12

Chapter 12 - Scheduling appointments and maintaining the physician’s schedule. In this chapter you will learn to identify the different types of scheduling systems, how each is used, and which type of practice each system would work best in. You will also learn how to handle many types of scheduling situations within the office, including patient appointments, emergencies, pharmaceutical representatives, and the scheduling of outside appointments with other medical facilities.

PowerPoint® to accompany Chapter 12 Medical Assisting Chapter 12 Second Edition Ramutkowski • Booth • Pugh • Thompson • Whicker Copyright © The McGraw-Hill Companies, Inc Permission required for reproduction or display Scheduling Appointments and  Maintaining the Physician’s Schedule Objectives 12­1 Explain the importance of the appointment book in  maintaining the schedule in the medical office 12­2 Identify common scheduling abbreviations 12­3 Identify and describe different types of  appointment scheduling systems 12­4 Discuss ways to arrange appointments for patients 12­5 Explain how to handle special scheduling  situations Scheduling Appointments and  Maintaining the Physician’s Schedule Objectives (cont.) 12­6 Explain how to handle no­show and late patients  with proper documentation 12­7 Describe how to schedule appointments that are  outside the medical office 12­8 Discuss ways to keep an accurate and efficient  physician schedule The Appointment Book A well managed  appointment book: Unexpected events  that occur: • Creates an efficient  patient flow • Shows respect for  everyone’s time by  preventing excessive  wait time • Early & late arrivals • No­show patients • Emergencies • Physicians spend  extra time with  patients The Appointment Book Preparing the Appointment Book  First a matrix must be created by blocking off  times the doctor is unavailable  Examples of when time should be blocked off:     Hospital Rounds Surgery Vacation & Holidays Scheduled Meetings The Appointment Book   Patient’s full name  Home and work telephone numbers  Purpose of the visit  Estimated length of visit The Appointment Book (cont.) Abbreviation Meaning BP blood pressure check can cons CPE ECG FU I&D cancellation consultation complete physical examination electrocardiogram follow­up appointment incision and drainage The Appointment Book (cont.) Abbreviation Meaning inj injection N&V nausea and vomiting NP new patient P&P Pap Pap smear (Papanicolaou smear) and pelvic  examination Pap smear PT physical therapy re recheck The Appointment Book (cont.) Abbreviation Meaning ref referral RS reschedule sig sigmoidoscopy S/R suture removal surg surgery US ultrasound CP chest pain C&C called and canceled The Appointment Book (cont.) Abbreviation Meaning C canceled Lab Laboratory studies Rx Prescription  SOB Shortness of Breath c/o Complains of pt Patient GI Gastrointestinal PMS Premenstrual Syndrome STD Sexually Transmitted Disease 10 Special Scheduling Situations Medical office schedules can be interrupted by:  a) Patients b) Physicians c) Both d) Neither 24 Patient Scheduling Situations  Emergencies   Patients told to come to the office for emergency  appointments are seen before patients already  scheduled, once they arrive Referrals  Patients referred by other physicians should be  seen as quickly as possible as a matter of  professional courtesy and good business practice 25 Patient Scheduling Situations  (cont.)  Fasting Patients   Patients required to refrain from eating or  drinking should be seen as early as possible Patients with Diabetes   To prevent complications associated with taking  insulin these patients require regular meals and  snacks Schedule their appointment as early as possible 26 Patient Scheduling Situations  (cont.)  Repeat Visits   Late Arrivals   Schedule appointments on same day and time for patients  needing regular appointments Patients that are often late for appointments can be  scheduled toward the end of the day to prevent disruption  with the office schedule Walk­Ins   If the doctor is fully booked, ask patient to schedule an  appointment A sign should be posted in the office if no walk­ins are  allowed 27 Patient Scheduling Situations  (cont.)  Cancellations    Be sure to draw a line through the patient’s name in the  appointment book and document in his/her medical record  the cancellation Attempt to reschedule while the patient is on the phone Missed Appointments   Document  no­shows in the appointment book and patient  medical record Inform the physician of no­shows 28 Physician Scheduling Situations  Physicians may throw the schedule off by:     Being late to work Returning late from lunch or meetings Being called away for emergencies Delays at the hospital If a physician is late repeatedly, you may want to add  some buffer time to the schedule and slot patients  accordingly 29 Scheduling Outside Appointments    Before 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 physicians Laboratory work X­rays & other diagnostic tests 30 Apply Your Knowledge ­ Answer A 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 31 Maintaining the Physician’s  Schedule 32 Maintaining the Physician’s  Schedule (cont.)  Reserving Operating Rooms    Reserve the facility and staff needed Give preferred days and times, types and length  of surgeries Stocking the Medical Bag   Some physicians see patients in nursing home  facilities Supplies may be needed, so the medical assistant  may stock items needed in the medical bag 33 Maintaining the Physician’s  Schedule (cont.)  Scheduling Pharmaceutical Sales  Representatives    Representatives from drug manufacturing  companies are often called detail persons Some physicians will meet briefly with them so  time may be set aside If an unknown, unscheduled representative  comes, request a business card and check with the  physician before scheduling an appointment 34 Maintaining the Physician’s  Schedule (cont.)  Making Travel Arrangements     Physicians may attend out­of­town 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 35 Maintaining the Physician’s  Schedule (cont.)  Planning Meetings     Find out number of  people, length and  purpose of meeting Secure location with  adequate room and  parking Prepare an agenda if  requested Secure equipment like  podium and  microphones  Scheduling Time with  the Physician  Meet regularly with the  physician to review items  such as:  State Medical License  Drug Enforcement  Agency Registration  Documentation of  Continuing Medical  Education (CME)  36 requirements Apply Your Knowledge ­ Answer When making travel arrangements for the physician,  which of the following would be most important? a) Locum tenens b) Itinerary c) Agenda  37 End of Chapter 38 ... 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 Schedule Objectives (cont.) 12 6 Explain how to handle no­show and late patients  with proper documentation 12 7 Describe how to schedule appointments that are ...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