Copyright © 2011, 2009, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 1...

Copyright © 2011, 2009, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 1

Chapter 3Chapter 3 Appointment SchedulingAppointment Scheduling


Learning ObjectivesLearning Objectives

Describe common types of medical office appointments.Describe common types of medical office appointments. List tasks used to prepare for and follow up a patient’s List tasks used to prepare for and follow up a patient’s

office visit.office visit. Explain the purpose for setting up a scheduling matrix.Explain the purpose for setting up a scheduling matrix. Describe different types of scheduling methods used in a Describe different types of scheduling methods used in a

medical office.medical office. Perform set-up tasks in Office Hours Professional.Perform set-up tasks in Office Hours Professional. Locate available time slots and enter new appointments in Locate available time slots and enter new appointments in

Office Hours Professional.Office Hours Professional.


Learning ObjectivesLearning Objectives

Find and edit existing appointments.Find and edit existing appointments.Create repeating appointments.Create repeating appointments.Reschedule and cancel appointments.Reschedule and cancel appointments.Print schedules and superbills.Print schedules and superbills.Create a recall list.Create a recall list.


Chapter 3Chapter 3

Lesson 3.1Lesson 3.1


Appointment TypesAppointment Types

There are seven types of appointments: There are seven types of appointments: 1.1.

2.2.

3.3.

4.4.

5.5.

6.6.

7.7.


Appointment TypesAppointment Types There are seven types of appointments.There are seven types of appointments.

1.1. RoutineRoutine

2.2. New Patient New Patient

3.3. Emergency Emergency

4.4. Preoperative Preoperative

5.5. Walk-inWalk-in

6.6. PhysicalPhysical

7.7. ConsultationConsultation

Give an example of each appointmentGive an example of each appointment


AppointmentsAppointments1.1. Making an appointment over the phone may be your Making an appointment over the phone may be your

only opportunity to speak with the patient before the only opportunity to speak with the patient before the office visit.office visit.• How can you use time on the phone to help the pt. How can you use time on the phone to help the pt.

prepare for the visit? What ?s should you ask?prepare for the visit? What ?s should you ask?

2.2. Appointments can run from 15 minutes for a routine Appointments can run from 15 minutes for a routine visit or back-to-school physical to an hour for new visit or back-to-school physical to an hour for new patients and consultations.patients and consultations.• What can you do to give you a better understanding What can you do to give you a better understanding

of just how long each procedure takes?of just how long each procedure takes?


Scheduling Policies and ProceduresScheduling Policies and ProceduresTime studyTime study:: technique to evaluate the current technique to evaluate the current scheduling systemscheduling system

A time study can be used to track a patient’s arrival A time study can be used to track a patient’s arrival and departure times, length of visits, and the time spent at and departure times, length of visits, and the time spent at each stage of the office visit.each stage of the office visit.

Scheduling matrixScheduling matrix:: a pattern of working and a pattern of working and nonworking hours for the medical officenonworking hours for the medical office

A scheduling matrix can be used with either A scheduling matrix can be used with either computerized or manual scheduling system.computerized or manual scheduling system.


Before the Patient Arrives (p. 75)Before the Patient Arrives (p. 75)

1.1. Pull the patient’s chart or request the chart from the Pull the patient’s chart or request the chart from the medical record department.medical record department.

2.2. Make sure tests and/or lab procedures are available.Make sure tests and/or lab procedures are available.

3.3. Put the patient’s chart/test results in the correct Put the patient’s chart/test results in the correct provider’s slot/tray, or an area predetermined by the provider’s slot/tray, or an area predetermined by the medical office.medical office.

How does this change with electronic health records?How does this change with electronic health records?


When the Patient Arrives (p. 75)When the Patient Arrives (p. 75)

1.1. Verify the patient’s insurance information.Verify the patient’s insurance information.

2.2. Verify correct address and telephone number.Verify correct address and telephone number.

3.3. Collect the copayment.Collect the copayment.

4.4. Print the encounter form (superbill).Print the encounter form (superbill).

5.5. Give the patient’s chart to the medical assistant.Give the patient’s chart to the medical assistant.

How have electronic health records changed the check-in How have electronic health records changed the check-in process at a medical clinic?process at a medical clinic?


Before the Patient Leaves (p. 75)Before the Patient Leaves (p. 75)

1.1. Schedule a follow-up appointment for the Schedule a follow-up appointment for the patient.patient.

2.2. Collect any required copayment for the visit, if Collect any required copayment for the visit, if not already done at the beginning of the not already done at the beginning of the appointment.appointment.

Do reminder cards really work?Do reminder cards really work?


Scheduling MethodsScheduling Methods

Six types of scheduling methods: Six types of scheduling methods: 1.1.

2.2.

3.3.

4.4.

5.5.

6.6.

Can a medical office employ more than one type of Can a medical office employ more than one type of scheduling process?scheduling process?


Scheduling MethodsScheduling MethodsSix types of scheduling methods: Six types of scheduling methods:

1.1. Stream or individual schedulingStream or individual scheduling

2.2. Wave schedulingWave scheduling

3.3. Modified wave schedulingModified wave scheduling

4.4. Cluster schedulingCluster scheduling

5.5. Double-bookingDouble-booking

6.6. Open office hoursOpen office hours

Can two or more providers in one office use different scheduling Can two or more providers in one office use different scheduling methods? Will this create problems for the practice?methods? Will this create problems for the practice?


Scheduling MethodsScheduling Methods

1. Stream Scheduling (p. 76)1. Stream Scheduling (p. 76)(a.k.a. Individual Scheduling)(a.k.a. Individual Scheduling)

Each patient is given a predetermined time slot Each patient is given a predetermined time slot based on status and needbased on status and need

Allows for a steady stream of patientsAllows for a steady stream of patients Provides time slots for an appropriate duration based Provides time slots for an appropriate duration based

on conditionson conditions

What are some examples of patients requiring varying What are some examples of patients requiring varying amounts of time for their scheduled office visit?amounts of time for their scheduled office visit?


Scheduling MethodsScheduling Methods2. Wave Scheduling (p. 77)2. Wave Scheduling (p. 77)

Scheduling two or more patients usually at the top of each Scheduling two or more patients usually at the top of each hour.hour. Assumes some patients will arrive late and others will require Assumes some patients will arrive late and others will require

more time than scheduledmore time than scheduled Determine how many patients can be seen in one hourDetermine how many patients can be seen in one hour Every new hour starts a new group of patientsEvery new hour starts a new group of patients

3. 3. Modified Wave Scheduling (p. 77)Modified Wave Scheduling (p. 77)AAttempts to eliminate patient waiting time by scheduling pts. At ttempts to eliminate patient waiting time by scheduling pts. At regular intervals during the hour.regular intervals during the hour.


Scheduling MethodsScheduling Methods4. Cluster Scheduling (p. 78)4. Cluster Scheduling (p. 78)

Groups similar procedures together at the same time or day Groups similar procedures together at the same time or day of the week. of the week. What types of offices might use cluster scheduling? What types of offices might use cluster scheduling?

5. Double-Booking (p. 78)5. Double-Booking (p. 78)Schedules two patients in the same time slot for the same Schedules two patients in the same time slot for the same

provider. provider. When might double-booking be used? When might double-booking be used?

6. Open Office Hours Scheduling (p. 78)6. Open Office Hours Scheduling (p. 78)All patients are walk-ins and are seen in the order in which All patients are walk-ins and are seen in the order in which

they arrive. they arrive.


Chapter 3Chapter 3

Lesson 3.2Lesson 3.2


Primary Features of Office HoursPrimary Features of Office Hours

To schedule appointments, open Office Hours. To schedule appointments, open Office Hours.

It can be open from within Medisoft or without starting It can be open from within Medisoft or without starting Medisoft primary program.Medisoft primary program.

1.1. Click the appointment book button on the Medisoft toolbar.Click the appointment book button on the Medisoft toolbar.

2.2. Click the appointment book button on Medisoft Activities Click the appointment book button on Medisoft Activities menu.menu.

3.3. Double-click on the Office Hours icon on the Windows Double-click on the Office Hours icon on the Windows desktopdesktop..


Appointment Screen (p. 80)Appointment Screen (p. 80)Office Hours Toolbar:Office Hours Toolbar: There are 15 buttons: There are 15 buttons:

1.1. Appointment Entry: enter appointmentsAppointment Entry: enter appointments

2.2. Break Entry: create breaks such as meetingsBreak Entry: create breaks such as meetings

3.3. Appointment List: see appointments scheduled for the dayAppointment List: see appointments scheduled for the day

4.4. Break List: see breaks scheduled for the dayBreak List: see breaks scheduled for the day

5.5. Patient List: display the list of patientsPatient List: display the list of patients

6.6. Provider List: display the list of providersProvider List: display the list of providers

7.7. Resource List: a resource is a procedure room, nurse, etc.Resource List: a resource is a procedure room, nurse, etc.

8.8. Search Buttons: search by a variety of methods for Search Buttons: search by a variety of methods for

appointmentsappointments

9.9. Other Buttons: other buttons such as print, help and exitOther Buttons: other buttons such as print, help and exit


Appointment ScreenAppointment Screen1.1. In what cases do rooms, also known as resources, need In what cases do rooms, also known as resources, need

to be scheduled?to be scheduled?

2.2. Is a room scheduled in the same manner as a person?Is a room scheduled in the same manner as a person?

3.3. What kind of check and balance system can be created What kind of check and balance system can be created to make sure that the right patient is scheduled for the to make sure that the right patient is scheduled for the right provider and enough time is allowed for a visit right provider and enough time is allowed for a visit without causing delays to other patientswithout causing delays to other patients??


Appointment ScreenAppointment Screen


Appointment ScreenAppointment ScreenResource button - aResource button - allows creation of schedules for llows creation of schedules for providers and locationsproviders and locations

Resources - Resources - there are several different resources available there are several different resources available such as procedure room, medical records room, hospital such as procedure room, medical records room, hospital rounds, etc.rounds, etc.

Delete resource button - Delete resource button - eliminates selected resourceeliminates selected resource

Edit resource button - Edit resource button - to change the resourceto change the resource


Appointment ScreenAppointment Screen

Appointment button:Appointment button: to create appointments and to create appointments andcreate repeat appointmentscreate repeat appointments

Also used to:Also used to:

1.1. Set up return datesSet up return dates

2.2. Cross schedule in the case that a patient sees more Cross schedule in the case that a patient sees more than one provider in the same officethan one provider in the same office

3.3. RescheduleReschedule


Four View ButtonsFour View ButtonsDay View button - Day View button - shows the appointments for the shows the appointments for the

selected provider for the date highlighted.selected provider for the date highlighted.

Week View button - Week View button - shows the appointments for the shows the appointments for the selected provider for the week selected.selected provider for the week selected.

Month View button - Month View button - shows the month’s appointments shows the month’s appointments for the selected provider.for the selected provider.

Multiple Provider/Resource button - Multiple Provider/Resource button - multiple multiple providers and resources can be displayed.providers and resources can be displayed.


Changing Default OptionsChanging Default Options

Office Hours default options can be changed to fit Office Hours default options can be changed to fit the user. the user.

1.1. Work hours.Work hours.

2.2. Breaks.Breaks.

3.3. Meeting times.Meeting times.

4.4. Lunch breaks.Lunch breaks.


Printing a SchedulePrinting a SchedulePrinting options:Printing options:

1.1. Print each individual schedule to be handed to each Print each individual schedule to be handed to each providerprovider

2.2. Print a composite schedule that lists all providers on Print a composite schedule that lists all providers on one pageone page

3.3. Print an individual provider schedule for the weekPrint an individual provider schedule for the week

If the schedule is computerized, why is there a need to print it? If the schedule is computerized, why is there a need to print it?


Resources and Reason CodesResources and Reason Codes

Resources are considered to be a provider, a Resources are considered to be a provider, a room, or a piece of equipment.room, or a piece of equipment.

Reason codes can be rules, i.e., Dr. Smith Reason codes can be rules, i.e., Dr. Smith only wants to perform physicals between only wants to perform physicals between 9 AM and 11 AM.9 AM and 11 AM.


Appointment SchedulingAppointment SchedulingSelect the provider whom you are going to Select the provider whom you are going to

schedule.schedule.

Select the date of the appointment.Select the date of the appointment.

Enter the information for the appointment:Enter the information for the appointment:1.1. Name of patientName of patient

2.2. Phone number of patientPhone number of patient

3.3. Insurance informationInsurance information

4.4. Address of the patient if patient is new to the clinicAddress of the patient if patient is new to the clinic


Other AppointmentsOther Appointments

1.1. Repeating appointmentsRepeating appointments

2.2. Rescheduling appointmentsRescheduling appointments

3.3. Cancelling appointmentsCancelling appointments


Printing ReportsPrinting Reports

1.1. Provider schedulesProvider schedules

2.2. No show reportNo show report

3.3. Superbills (Superbills should never be reprinted)Superbills (Superbills should never be reprinted)

4.4. Recall listRecall list

Why should Superbills never be reprinted?Why should Superbills never be reprinted?

Copyright © 2011, 2009, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 1...

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Transcript of Copyright © 2011, 2009, 2003 by Saunders, an imprint of Elsevier Inc. All rights reserved. 1...