Terms
Booking two patients to come in at the same time, works better for people who need lab work
Double Booking
To sort out and classify the injured; used in emergency settings to determine the priority of patients to be treated.
Triage
What are the 2 common methods of appointment scheduling.
Computerized scheduling
Appointment book/paper based scheduling
When rescheduling an appointment, what should you make sure to do?
Make sure the first appointment is removed from the appointment book and then set the new appointment.
What should you NOT do when dealing with angry patients?
Never return the anger or become argumentative.
Facility is open at given hours, and patients are told they can come at any time, the order of arrival. Type of scheduling used in urgent care.
Open office hours
Determining the severity of illness that patients experience and prioritizing appointments based on that severity.
Screening
How should you schedule a patient series of appointments?
Try to set the appointments for the same day each week at the same time to reduce the risk of them forgetting.
What is the Cheif Complaint?
Why the patient needs to be seen.
What should be done for patients scheduled to be seen when the provider is sick?
Patients must be informed and have their appointments rescheduled.
Scheduling 3 patients in the office at the same time, attempts to create flexibility within each hour, and patients are seen in order of arrival.
Wave Scheduling
A secure online website that gives patients 24 hour access to personal health information using a username and password.
Patient Portal
How should you schedule a patient that constantly arrives late?
Book them as the last appointment of the day/Tell them to come 30 minutes ahead of their appointment time.
What should you do when a patient requests an appointment time that is not available
Offer 2 other choices
What should be done with angry patients in the reception area?
Take them to an exam room to talk out their anger, present a calm attitude and speak in a low tone of voice.
Each patient arrives at a specific time, keeps a steady stream of patients moving through the office, and most common type of scheduling for healthcare facilities.
Time Specific Scheduling/Stream Scheduling
How do you know if a patient needs special assistance?
Always ask the patient if they need assistance before you assist them.
When scheduling a new patient what document is the provider legally obligated give the patient, which explains how health information is used and shared?
Notice of Privacy Practice (NPP)
For legal purposes what needs to occur when a patient fails to keep an appointment?
Failed appointments need to be documented in the patient’s health record and appointment schedule.
What are some reasons why patients may not appear for appointments?
A patient who has been asked for a payment
A patient in a state of denial about their condition
Two patients scheduled to come in at top of the hour and one patient at the half hour, also patients are scheduled for given intervals at the first half of the hour, and none are scheduled during second half of hour.
Modified Wave Scheduling
What 2 things need to occur when patients first arrive?
They need to be greeted as quickly as possible.
They need to know where to go and what to do.
Type of scheduling that allows patients to schedule their own appointments using the internet and the healthcare facility’s website with limited access to the schedule.
Self-Scheduling
A patient who does not arrive for a scheduled appointment or does not reschedule.
No-show
What should you do if a child continues to behave badly in the reception area?
Call the parent into the exam room to wait instead of the reception area.