Tải bản đầy đủ

Administrative medical assisting 5th by lindh chapter13

Chapter 13

Patient Scheduling

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Tailoring the Scheduling System
• Customize system to accommodate
practice
• Primary goals
– Smooth flow of patients with minimal amount of
waiting time
– Flexibility to accommodate acutely ill, STAT
appointments, work-ins, cancellations, no-shows

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.



Scheduling Styles
• May be done manually or electronically
• HIPAA sign in compliant
• Sign-in sheet most efficient means of
checking in patients

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Patient Sign-In Sheet

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Scheduling Styles
• Open hours
– Patients seen throughout particular time frame
(examples: 9:00 AM to 11:00 AM or 1:00 PM to
3:00 PM)
– Patients seen on first-come, first-served basis
– Maintain steady flow of patients
– Sign-in sheet

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Scheduling Styles
• Double booking
– Two or more patients given particular appointment
time
– Limited to practice that can attend to more than
one patient at a time
– Patients should not have to continually wait for
staff to attend them

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.




Scheduling Styles
• Clustering
– Patients with similar problems booked
consecutively
– Common for obstetricians and pediatricians

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Scheduling Styles
• Wave scheduling
– Patients scheduled in first half hour of each hour
– Requires personnel who are able to prioritize
patient problems precisely when establishing
appointments

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Scheduling Styles
• Modified wave scheduling
– Two or three patients scheduled at beginning of
each hour, followed by single appointments
– Variation assesses major and minor problems
– Good screening will determine success of this
method

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Scheduling Styles
• Stream scheduling
– Best known and most widely used
– Each patient assigned specific time
– Establish realistic time guidelines for particular
types of appointments

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Scheduling Styles
• Practice-based scheduling





Customized systems to fit needs of medical office
Practice determines schedules
Many variations of scheduling styles
Appointment scheduling can be accomplished
online

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Analyzing Patient Flow
• Patient flow analysis





Clear picture of patient flow
Whether personnel being used efficiently
Will help estimate number of patients to schedule
Sets realistic time frames for procedures

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Analyzing Patient Flow
• Patient flow analysis
– Electronic scheduling systems can automatically
provide detail to analyze effectiveness of patient
scheduling
– May allow more minutes for follow-up visits or
build in slack time

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Analyzing Patient Flow
• Waiting time





Explain reason for delay
Give patients estimate of how long delay will be
Never ignore delay
Attempt to keep patients comfortable

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Analyzing Patient Flow
• Waiting time
– Attempt to contact patients before they leave
home to reschedule appointments if delay
anticipated
– Provide options if delay will be half hour or longer
– Act professionally

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Legal Issues
• Appointment schedules are legal
documents
• Computerized systems provide
permanent record of patients seen
• Appointment book or daily appointment
sheet is permanent record
• Accurately and consistently document
all aspects of patient care
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Interpersonal Skills
• MAs convey a great deal to patients through
attitude and actions as well as empathy
• Patient should always be made to feel worthy
of attention

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Guidelines for Scheduling
Appointments
• Variables
– Urgency of need of appointment
– Whether appointment has referral from another
provider
– Recording methods for new and for established
patients

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Guidelines for Scheduling
Appointments
• Variables
– Implementation of check-in, cancellation,
rescheduling policies
– Use of reminder systems
– Accommodating visits from medical supply and
pharmaceutical company representatives
– Group scheduling may be appropriate

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Guidelines for Scheduling
Appointments
• Screening calls
– Assess urgent calls before scheduling them
– Ask appropriate questions
– If questioning indicates medical emergency, follow
policy for having patient seen
– Do your best to address the situation

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Guidelines for Scheduling
Appointments
• Referral appointments
– Give special consideration and schedule
appointment as soon as possible
– Obtain records and information from referring
provider’s office
– Determine urgency and appropriateness of
appointment

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Guidelines for Scheduling
Appointments
• Recording information
– Patients may be sensitive about giving information
– Keep information as simple as possible; obtain
only essential information
– Basic items should be obtained from new patient
– Clinics with computerized scheduling and billing
will require additional items

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Guidelines for Scheduling
Appointments
• Recording information
– List of information to obtain from established
patient
– If possible, provide choice of appointment times;
confirm appointment
– Scheduling convenient time for patient may be
difficult
– Evening or Saturday morning appointments helpful

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Guidelines for Scheduling
Appointments
• Appointment matrix
– Gives current, accurate record of appointment
times available
– Identifies provider’s schedules, vacations,
holidays, hospital rounds, meetings

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Guidelines for Scheduling
Appointments
• Electronic scheduling
– Computer searches database for available
appointment times
– Confirms time and date with patient
– Enter patient data to automatically schedule
appointment

© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied
or duplicated, or posted to a publicly accessible website, in whole or in part.


Tài liệu bạn tìm kiếm đã sẵn sàng tải về

Tải bản đầy đủ ngay

×