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1 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Scheduling Appointments
2 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Introduction
Scheduling keeps the office functioning smoothly throughout the business day.
If scheduling is not done efficiently, the entire office does not function efficiently.
3 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
This chapter will examine:
• Three methods of appointment scheduling
• How to recover from schedule interruptions
• Setting up a scheduling matrix
• Dealing with consistently late patients
• Reasons for failed appointments
4 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
What’s happening in the Office
• Some offices stick to a strict schedule.
• Some are more flexible.
• Some are never on schedule, no matter what day or time an appointment is made.
5 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
What’s happening in the Office
One of the most important tips for successful appointment scheduling is to know the physician.
• Know his or her habits.
• Know his or her preferences.
6 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Get to know the Physician’s Preferences and Habits
• Does the physician become restless if the reception room is not packed with waiting patients?
• Is the physician methodic and careful about being in the facility when patient appointments are scheduled to begin?
• Is the physician habitually late?
• Does the physician move easily from one patient to another?
• Does the physician require a break time after a few patients?
• Would the physician rather see fewer patients and spend more time with them or more patients throughout the day?
7 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
What is the Patient Need? • Does the patient need an after-school
appointment?
Offer the patient:
• A choice of days
• A choice of morning or afternoon
• A choice of times
• Confirmation of the appointment the day before
• Always offer an appointment card
• Determine if the patient is a referral
8 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
2 Methods of Appointment Scheduling
The two most common methods of appointment scheduling are:
• Computer-based
• Appointment book
9 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Appointment Books
Color-coded books are easy to use and are helpful when the patient is to be seen a certain number of weeks later.
10 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Computer Scheduling
• Computers can search by patient name and find all scheduled appointments.
• More than one person can use the scheduling program at one time.
• Printouts can be produced for all of the employees who need that information.
11 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Scheduling
Block off time slots when the physicians are not available:
– Holidays
– Days off
– Lunch, dinner, and other breaks
– Time for hospital rounds
– Meeting times
– Vacations
12 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Types of Office Appointments
Open Office Hours scheduling or “First come first serve”
• Also called tidal wave scheduling.
• Patients are seen in the order of their arrival.
• Often used in rural practices.
• Can result in long wait times.
• Can overburden office staff members.
13 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Types of Office Appointments
Scheduled Appointments
• Practitioners can see more patients with less pressure.
• Scheduling appointments takes skill, organization, and efficiency.
• The MA must know the length of time involved with various procedures and various classifications of office visits.
14 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
How to Schedule an Appointment
Advance Booking
• Set appointments far in advance whenever possible.
• Give patients appointment cards to remind them of their time and date.
• Confirm appointments as they approach.
• Reschedule if needed.
15 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Time Patterns for Scheduling
• Leave some open time during each day’s schedule.
• Keep one available appointment in the morning and in the afternoon.
• Schedule time for the physician to take a break in the morning and afternoon.
• Remember that Mondays and Fridays are heavy phone and appointment days.
• Allow for more buffer time on these two days
16 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Patient Wait Time
• Be aware of the amount of time patients have been waiting.
• Patients should not have to wait more than 5 or 10 minutes from then to see the physician.
• If the patient has waited more than 15 minutes in the reception area, offer an explanation for the delay.
• Give the patient the option of waiting or rescheduling.
17 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Scheduling Other Types of Appointments
Outpatient and Inpatient Procedure Appointments
• Call the facility at which the appointment is to take place.
• Provide any information requested about the patient.
• Determine what the patient should bring to the appointment.
• Provide all appointment details to the patient in writing, if possible.
• Determine what the patient should bring to the facility when
arriving for admission.
18 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Planning for the Next Day
• Get things ready!
• Look over the appointments.
• Review the medical records of patients to be seen.
• Make certain all laboratory reports and other information is available for physician review.
19 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Summary of Scenario
• Cooperate with other staff members to get patients seen as quickly as possible.
• Be dedicated to providing great customer service to patients and visitors.
• Be more efficient by knowing the job and learning new approaches and skills.
20 Copyright © 2011, 2007, 2003, 1999 by Saunders, an imprint of Elsevier Inc. All rights reserved.
Closing Comments
• The scheduler has a huge impact on the efficiency of the medical practice.
• A friendly and helpful attitude is essential.
• Offices that run smoothly and stay on time are seen as professional and the staff is considered competent.
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