The key concept to remember The key concept to remember in all appointment scheduling is in all appointment scheduling is It is to create a schedule with It is to create a schedule with minimal waiting for the patient minimal waiting for the patient and smooth function of the and smooth function of the office.office.

Introduction to AppointmentIntroduction to AppointmentSchedulingScheduling

Guidelines for AppointmentGuidelines for AppointmentSchedulingScheduling

Maintain confidentiality of the patientMaintain confidentiality of the patient Speak clearly and do not appear to Speak clearly and do not appear to

be rushedbe rushed Concentrate on the person to whom Concentrate on the person to whom

you are speakingyou are speaking Avoid external and internal Avoid external and internal

distractionsdistractions Obtain complete informationObtain complete information Repeat information for accuracyRepeat information for accuracy Schedule the proper amount of time fSchedule the proper amount of time f Document all necessary informationDocument all necessary information

Appointment Book MethodsAppointment Book Methods

Each physician may have his own book, Each physician may have his own book, section, column or page in the booksection, column or page in the book

Choose a format that suits the practiceChoose a format that suits the practice Pages may be set up in Pages may be set up in

10 or 15 minute intervals10 or 15 minute intervals Appointment books are usually written Appointment books are usually written

in pencil in pencil Changes can be made easily in the Changes can be made easily in the

appointment bookappointment book Daily schedule is typed and used Daily schedule is typed and used

for permanent recordfor permanent record

Computer Scheduling Computer Scheduling MethodsMethods

Appointment intervals can be Appointment intervals can be adjusted easilyadjusted easily

Each physician has a screen or Each physician has a screen or column for each daycolumn for each day

Easier to change appointments or Easier to change appointments or set up repeating appointmentsset up repeating appointments

Daily appointment schedules can Daily appointment schedules can be printed quicklybe printed quickly

Daily Appointment ScheduleDaily Appointment Schedule

Used to pull medical records for Used to pull medical records for patients being seen that daypatients being seen that day

Official schedule is a legal documentOfficial schedule is a legal document Additions in black inkAdditions in black ink No-shows and cancellations on the day No-shows and cancellations on the day

of the appointment marked in red ink of the appointment marked in red ink Posted in area inaccessible to patients Posted in area inaccessible to patients

or covered with a sheet of paper or covered with a sheet of paper To protect patient confidentiality To protect patient confidentiality

Pair & Share “The Schedule”Pair & Share “The Schedule”

Students pair up and share Students pair up and share something that they learned something that they learned from the presentation so far…from the presentation so far… What did you remember or think What did you remember or think

was important?was important? What seemed a little confusing to What seemed a little confusing to

you?you? Any questions?Any questions?

Time Specific Stream Time Specific Stream SchedulingScheduling

Most common way to schedule Most common way to schedule appointmentsappointments

Steady flow of patients (like a stream)Steady flow of patients (like a stream) The length of time scheduled for the The length of time scheduled for the

appointment depends on the patient’s appointment depends on the patient’s needs – for exampleneeds – for example 30-45 minutes for a new patient30-45 minutes for a new patient 10-20 minutes for an established patient10-20 minutes for an established patient 30-45 minutes for a physical examination30-45 minutes for a physical examination

Wave SchedulingWave Scheduling Patients arrive in “waves” so that Patients arrive in “waves” so that

there is always a patient waitingthere is always a patient waiting Three or four patients are Three or four patients are

scheduled every half-hourscheduled every half-hour Patients are seen in the order in Patients are seen in the order in

which they arrive which they arrive Sometimes ill patients are taken Sometimes ill patients are taken

before those with routine before those with routine appointmentsappointments

Modified Wave SchedulingModified Wave Scheduling Patients are given appointments at Patients are given appointments at

specific times during the first half of specific times during the first half of each hour (usually longer)each hour (usually longer)

Several appointmentsSeveral appointments One long appointment, such as One long appointment, such as

physical examinationphysical examination Second half-hour used for wave Second half-hour used for wave

(usually shorter)(usually shorter) Work in patients Work in patients Finish appointments from the first Finish appointments from the first

half-hourhalf-hour Schedule several rechecks on the Schedule several rechecks on the

half-hourhalf-hour

Double BookingDouble Booking

Two patients are given the Two patients are given the same appointment timesame appointment time

One patient may be seen by One patient may be seen by physician while the other is physician while the other is having diagnostic tests having diagnostic tests performedperformed

It is a way to work in urgent It is a way to work in urgent patientspatients

Open BookingOpen Booking Patients told a range of hours Patients told a range of hours

for their visitfor their visit Used in clinicsUsed in clinics Used for urgent care before or Used for urgent care before or

after office hoursafter office hours Works best where there is a Works best where there is a

constant stream of patientsconstant stream of patients Patients seen in the order in Patients seen in the order in

which they arrivewhich they arrive

Clustering or CategorizingClustering or Categorizing Scheduling patients with Scheduling patients with

similar problems or similar problems or conditions togetherconditions together

Physical examinationsPhysical examinations Prenatal patients in an Prenatal patients in an

OB/GYN practiceOB/GYN practice Patients having the same Patients having the same

diagnostic procedurediagnostic procedure Can be an entire day or part Can be an entire day or part

of dayof day

Pair & Share “Types of Pair & Share “Types of Scheduling”Scheduling”

Students pair up and share Students pair up and share something that they learned something that they learned from this section of the from this section of the presentation …presentation … What did you remember or think What did you remember or think

was important?was important? What seemed a little confusing to What seemed a little confusing to

you?you? Any questions?Any questions?

Multiple OfficesMultiple Offices Physicians may see patients at Physicians may see patients at

different office locationsdifferent office locations Appointments may be booked Appointments may be booked

through a central system or at through a central system or at each individual officeeach individual office

If booking centrally, it is important If booking centrally, it is important to clarify with the patient which to clarify with the patient which office they wish to visitoffice they wish to visit

Paper medical records may need Paper medical records may need to move from office to officeto move from office to office

Setting Up the AppointmentSetting Up the AppointmentMatrixMatrix Appointment matrix is usually set up for 6 Appointment matrix is usually set up for 6

months in advance and shows available months in advance and shows available appointment timesappointment times

Times when a physician is not available Times when a physician is not available to see patients are blockedto see patients are blocked

In a computer system, blocked times are In a computer system, blocked times are usually a different color from available usually a different color from available appointmentsappointments

Several factors that influence the Several factors that influence the appointment matrixappointment matrix

Scheduling system or formatScheduling system or format Physician preferences and needsPhysician preferences and needs Facilities and equipmentFacilities and equipment

Appointment IntervalsAppointment Intervals Appointment interval is minimum Appointment interval is minimum

time allotted for one appointmenttime allotted for one appointment 10-minute interval10-minute interval 15-minute interval15-minute interval 20-minute interval20-minute interval

Patient may be given more than Patient may be given more than one block of time depending on one block of time depending on type of appointmenttype of appointment

All appointments are multiples of All appointments are multiples of the basic appointment intervalthe basic appointment interval

Physician’s Preference and Physician’s Preference and NeedsNeeds

Times are blocked from the schedule when the Times are blocked from the schedule when the physician has other obligations or is not availablephysician has other obligations or is not available

Times are blocked for lunch, meetings, and catch-upTimes are blocked for lunch, meetings, and catch-up Days are blocked for vacation, conferences, Days are blocked for vacation, conferences,

lectures, etc.lectures, etc.

Facilities and Equipment RequirementsFacilities and Equipment Requirements Physicians may have special needs for equipment or Physicians may have special needs for equipment or

treatment roomstreatment rooms Schedules may have to be coordinated Schedules may have to be coordinated

Physicians like to have at least two examination Physicians like to have at least two examination rooms available to see patientsrooms available to see patients

Improves efficiency and time managementImproves efficiency and time management

Pair & Share “Considerations”Pair & Share “Considerations”

Students pair up and share Students pair up and share something that they learned something that they learned from this section of the from this section of the presentation …presentation … What did you remember or think What did you remember or think

was important?was important? What seemed a little confusing to What seemed a little confusing to

you?you? Any questions?Any questions?

Guidelines for Scheduling Guidelines for Scheduling Established PatientsEstablished Patients

Insurance billing defines an established patient as Insurance billing defines an established patient as one seen in the medical office within the past 3 one seen in the medical office within the past 3 years or has a current medical recordyears or has a current medical record

Record patient name, physician, date of birth, and Record patient name, physician, date of birth, and telephone numbertelephone number

If a return appointment, the interval or time needed If a return appointment, the interval or time needed was usually indicated by the physician at the was usually indicated by the physician at the previous visitprevious visit

Schedule as close as possible to date Schedule as close as possible to date specified by the physicianspecified by the physician

Ask patient for day of the week and time of Ask patient for day of the week and time of day that is convenient, then offer open timesday that is convenient, then offer open times

If patient is in the office, write patient name, date, If patient is in the office, write patient name, date, and time of appointment on an appointment and time of appointment on an appointment reminder card for the patientreminder card for the patient

Guidelines for Scheduling Guidelines for Scheduling Special SituationsSpecial Situations

If patient must have diagnostic tests, If patient must have diagnostic tests, be sure they are scheduled so that be sure they are scheduled so that results have been received before results have been received before the next appointmentthe next appointment

Office may only be making Office may only be making appointments 6 months ahead and appointments 6 months ahead and patient may not need to return until patient may not need to return until after that timeafter that time

Ask patient to call later for Ask patient to call later for appointmentappointment

Place patient’s name on Place patient’s name on reminder listreminder list

Guidelines for Scheduling Guidelines for Scheduling New patients and ReferralsNew patients and Referrals

Obtain complete information about a new Obtain complete information about a new patientpatient

Obtain referral form if patient has a referralObtain referral form if patient has a referral Set aside appointment time for new patient, Set aside appointment time for new patient,

usually 30-45 minutesusually 30-45 minutes Give patient directions to office Give patient directions to office Send information according to office policySend information according to office policy

Health history formHealth history form New patient brochureNew patient brochure

Make appointments for referrals as soon as Make appointments for referrals as soon as possiblepossible

Guidelines for Scheduling Guidelines for Scheduling non-patient appointmentsnon-patient appointments

Pharmaceutical Pharmaceutical representatives representatives

Salespeople Salespeople Usually given specific Usually given specific

appointment timesappointment times Often during lunch or another Often during lunch or another

time period that has been time period that has been blocked from the scheduleblocked from the schedule

Guidelines for Changing Guidelines for Changing AppointmentsAppointments

If using appointment book, erase If using appointment book, erase original appointment and enter all original appointment and enter all information in new slotinformation in new slot

Some offices may require that the Some offices may require that the information be left in the book and a information be left in the book and a line placed through the cancelled line placed through the cancelled appointment appointment

If using computer schedule, use If using computer schedule, use “move appointment” feature “move appointment” feature

Moves all information to new slotMoves all information to new slot Deletes original appointmentDeletes original appointment

Appointments may be changed Appointments may be changed because of change in physician’s because of change in physician’s schedule schedule

Guidelines for No-Show Guidelines for No-Show PatientsPatients

No-shows are patients who do not keep No-shows are patients who do not keep appointments and do not call to cancel or appointments and do not call to cancel or reschedulereschedule

Marked in red on the appointment Marked in red on the appointment scheduleschedule

Failure to keep the appointment Failure to keep the appointment documented in the medical recorddocumented in the medical record

No-shows usually reviewed after three No-shows usually reviewed after three occurrences occurrences

May be asked to find another physician May be asked to find another physician because they do not adhere to because they do not adhere to treatment plantreatment plan

Managing Late PatientsManaging Late Patients Offices usually have a policy Offices usually have a policy

regarding late patientsregarding late patients If the patient telephones, he If the patient telephones, he

or she may be worked in on or she may be worked in on arrivalarrival

Habitual latecomers may be Habitual latecomers may be given the last appointment of given the last appointment of the day or told a time earlier the day or told a time earlier than they are scheduledthan they are scheduled

Guidelines for Scheduling Guidelines for Scheduling Walk-Ins or Same DayWalk-Ins or Same Day

Patients who come into the Patients who come into the office, without an appointment, office, without an appointment, and ask to be seenand ask to be seen

If need is urgent, physician may If need is urgent, physician may work patient into the schedulework patient into the schedule

If need is routine, person may be If need is routine, person may be offered an open appointment offered an open appointment and told to returnand told to return

Guidelines only!!!Guidelines only!!!

These are only some of the These are only some of the common guidelines and may common guidelines and may differ according to the differ according to the procedures of a particular office.procedures of a particular office.

Best practices are to learn the Best practices are to learn the protocol for the office you are protocol for the office you are working for all of the mentioned working for all of the mentioned situations.situations.

Pair & Share “Guidelines”Pair & Share “Guidelines”

Students pair up and share Students pair up and share something that they learned something that they learned from this section of the from this section of the presentation …presentation … What did you remember or think What did you remember or think

was important?was important? What seemed a little confusing to What seemed a little confusing to

you?you? Any questions?Any questions?