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I appointment schduleing

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I appointment schduleing I appointment schduleing Presentation Transcript

  • Front Office Administration 2nd edition Brenda A. Potter, CPC
  • Appointment Scheduling
  • A Well-managed AppointmentSchedule Provides optimal availability of services for patients Maximizes use of facility resources Avoids excessive downtime Reduces waiting time for patients Maximizes number of patients a physician can serve
  • Computerized Appointment System
  • Computerized Appointment System Most offices today use a computerized appointment system Advantages  More than one user can access system  Prompts for essential appointment information  Makes updated schedules available quickly  Interfaces with registration, billing, and insurance functions  Several open appointments may be viewed at one time  Appointment information may be quickly retrieved
  • Computerized Appointment System Concerns  Plan for computer down time  Backup of computer information  Equipment and software may be costly  Training necessary for employees
  • Manual Appointment System Appointments must be written in book with pencil Only one person at a time may use appointment book Canceling appointments is cumbersome More than one book necessary for several physicians
  • Scheduling Methods Type of practice determines standard appointment length Specialists usually require longer appoints Primary care physicians may schedule appointments every 10 or 15 minutes New patients require longer appointments
  • Double-booking Appointments Scheduling one appointment at the same time as another Double-booked appointment is usually an urgent care appointment
  • Walk-in Patients Patient who arrives at clinic without an appointment ALWAYS check with practitioners before accepting them.
  • Walk-in Clinics Urgent care facility Often accept ONLY walk-in patients Often open extended hours
  • Group (Block) Scheduling Multiple patients scheduled at the same time
  • Series Of Appointments Patient with multiple appointments at the same time  Example:  Hair Removal  Allergy or Botox injections Best to schedule on same day of week at same time  Example:  Appointments scheduled for Tuesdays at 1:00 PM
  • Multiple Appointments Patient is seeing multiple providers for treatment Try to schedule on same day for convenience of patient Make sure medical record is available for each provider
  • Appointment Parameters Practitioner’s preference Many MDs like variety Restrict number of procedures if necessary Availability of equipment and resources Discuss with practitioners on how many:  Tattoo removal cases.  Advanced hair removal cases.
  • Setting the Schedule Block off days the office is closed Block off practitioners’ unavailable days and times Block off meetings, personal appointments
  • Advance Booking How far in advance? Send appointment reminders
  • Appointment Components Name Reason  Determine length of appt  Use standard abbreviations  Do not enter potentially embarrassing terms Daytime telephone number of patient Medical record number or DOB
  • Prioritizing Appointments Nature of patient’s problem will determine when patient is scheduled Ask patient when he/she would like to come in to the office If unsure about severity of patient’s problem, medical staff may need to triage
  • No-Shows Patient does not arrive for an appointment Allow some time for possible patient delays Most offices do not charge Documentation is critical
  • Canceled and RescheduledAppointments If possible, document in patient’s record If rescheduled, may not need to document
  • Ancillary and Referral Appointments Ancillary – Appointments made with other departments in health facility Referral – Patient referred to another provider, such as specialist  Document in patient’s record
  • Surgical Appointments Obtain type of procedure to be performed Obtain insurance approval for procedure Ensure patient has appointment for pre-op physical Patient phoned day before surgery with instructions
  • Pharmaceutical and Other Sales Persons Pharmaceutical reps meet with providers and staff on a regular basis Most sales persons will be required to make an appointment
  • Posting the Schedule How often is update needed? Confidentiality concerns – schedules CANNOT be viewed by patient
  • Appointment Reminders Should a reminder be done for every appointment? Telephone reminders  When should you call?  Should you leave a message? Written reminders – forms or letters
  • Planning for the Unexpected Minimize impact if possible Notify patients as soon as possible Patients may wait or reschedule