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