Chapter 7: Appointments

To avoid audits and improve scheduling, it is recommended to note the time the patient is actually seen using minutes as the maximum waiting time, and if the waiting time is longer, adjust the schedule. a. 15 b. 17 c. 12 d. 10 e. 20

15

To evaluate a scheduling system, periodically review patient flow by analyzing the schedule for a minimum of: a. 2 weeks b. 4 weeks c. 10 weeks d. 8 week e. 6 weeks

6 weeks

A no-show appointment: a. should be recorded in the patient's medical record b. should be recorded in the appointment schedule c. should be followed up by contacting the patient d. is treated the same as a cancelled appointment e. a, b, and c are correct

a, b, and c are correct

An appointment "matrix": a. can be setup to block segments of time b. can be setup to reserve segments of time c. can also be referred to as an appointment "template" d. is determined by the physician e. all of the above are correct

all of the above are correct

Appointment software can record a patient's appointment: a. on the scheduling calendar b. in an electronic medical record c. in an electronic tickler file d. using a mobile device e. all of the above are correct

all of the above are correct

Select what action to take when a genuine emergency situation occurs. a. Refer the patient to a hospital emergency room. b. Suggest the patient to come to the office immediately. c. Schedule the patient for one of the appointment slots left open for such problems. d. Work the patient into the schedule. e. All of the above are correct.

all of the above are correct

What option(s) should be given to patients when an emergency delays the office schedule? a. Offer to reschedule their appointment. b. Ask them if they would like to run and errand and return. c. Ask them if they would like to use the telephone to alert a family member or baby sitter of the delay. d. Tell them how long it might be and ask them if they would like to remain and wait. e. All of the above are correct.

all of the above are correct

Which of the following statements are true regarding patient wait times? a. Long waiting times are equated with poor service. b. Long waiting times are equated with patient dissatisfaction. c. Extended waits may leave a negative impression about the quality of health care delivered. d. More patients complain about wait times than about high fees. e. All of the above are correct.

all of the above are correct

"ALL" is an abbreviation for: a. the Allen test b. allergies c. allograft d. alopecia e. Alzheimer's disease

allergies

Single booking is: a. used for brief appointments (e.g., blood pressure checks) b. the primary booking system used by primary care physicians c. is also referred to as open access scheduling d. also referred to as time-specific booking e. considered old appointment scheduling model and is not used any more

also referred to as time-specific booking

Any system that retrieves appointment data from the computer's scheduling system and supports integrated phone, email, text, and mobile app messaging is called a/an: a. electronic reminder system b. voice mail messaging program c. automated reminder system d. automated messaging system e. computerized reminder system

automated reminder system

Passwords on electronic mobile devices should: a. be a minimum of six characters b. contain both letters and numbers c. be a minimum of eight characters containing both letters and numbers d. be a minimum of 10 characters containing both letters and numbers e. both a and b

both a and b

When scheduling visits by sales representatives or pharmaceutical representatives, the medical assistant should: a. block off one or two quiet periods in the middle of the week b. schedule visits right before or after lunch c. block off one or two quiet periods at the beginning of the week d. block off one or two quiet periods at the end of the week e. both a and b

both a and b

It is recommended that the medical assistant: a. have patients in all of the treatment rooms prior to the doctor's arrival b. schedule patients according to the number of treatment rooms available c. bring patients into the treatment room regardless of the physician's arrival time d. bring patients into the treatment room as long as the physician will be ready to see the patient at the scheduled time e. both a and b

bring patients into the treatment room as long as the physician will be ready to see the patient at the scheduled time

When blocks of time are set aside for similar patient problems, this is referred to as: a. grouping appointments b. similar solution scheduling c. modified open access d. clustered appointments e. problem grouping

clustered appointments

"CO" is an abbreviation for: a. Coats' disease b. complains of c. cobalt d. coagulate e. carbon dioxide

complains of

Toddlers and preschoolers are generally less fussy if seen for an appointment: a. in midafternoon b. early in the day c. right after the noon hour d. late in the day e. right before the noon hour

early in the day

When scheduling hospital surgery, the medical assistant should contact the: a. hospital finance department and the medical records department b. hospital admissions office and the surgery department c. hospital anesthesia department and the surgery department d. hospital surgery department and the nursing department e. hospital insurance department and the surgery department

hospital admissions office and the surgery department

A "computer program": a. is also referred to as "hardware" b. is similar to a TV program c. is always bundled into the purchase price of a computer d. is not necessary when scheduling appointments on the computer e. is also referred to as "software"

is also referred to as "software"

Two 15- or 30-minute free periods that allow for unexpected patients and to fix a delayed schedule should be allocated: a. just before the lunch hour and at the end of the day b. just before the lunch hour and in midafternoon c. midmorning and midafternoon d. first thing in the morning and at the end of the day e. just before and after the lunch hour

just before the lunch hour and in midafternoon

An appointment model that focuses on established patients who support the medical practice and gives them priority scheduling times is called: a. open hours b. open access c. stream schedule d. priority scheduling e. modified open access

modified open access

Regarding a patient referral, a signed authorization to release medical information is: a. not necessary if the patient agrees to the referral regardless of what condition he or she is being referred for; continuity of care rules apply b. not necessary if the patient is being referred for the same condition; continuity of care rules apply c. not necessary if the patient agrees to the referral and is being referred for the same condition; continuity of care rules apply d. always needed to conform with HIPAA law e. needed when referring to certain types of specialties (e.g., oncology)

not necessary if the patient agrees to the referral and is being referred for the same condition; continuity of care rules apply

When starting to schedule appointments in a blank appointment schedule, it is best to schedule them: a. one right after the other b. starting with the first time slot in the afternoon, leaving the morning to be filled in as needed c. sporadically d. in the first time slot of the day, and then in the first time slot after lunch e. using every other time slot

one right after the other

A hospitalist is a/an: a. RN who cares for acutely ill patients b. physician who substitutes for specialist physicians in the hospital setting c. physician undergoing residency training d. physician who provides inpatient care in place of patients' primary care physicians e. nurse practitioner from the medical office who does hospital rounds

physician who provides inpatient care in place of patients' primary care physicians

"RHD" is an abbreviation for: a. radial head dystrophy b. rheumatic heart disease c. Rett's hysteria delirium d. Rh negative disorder e. renal hepatic disease

rheumatic heart disease

All referral appointments should be: a. treated as typical new patient or established appointments b. handled by the office manager c. scheduled as soon as possible d. referred to the doctor on call e. referred to the physician

scheduled as soon as possible

One of the most valuable and time-saving tools an electronic scheduling system offers is: a. the ability to schedule specific treatment rooms and equipment b. freeing up desk space previously used for an appointment book c. the ability to book appointments up to a year in advance d. not having to handwrite appointments e. search capabilities

search capabilities

Most medical practices use: a. clustered appointments b. stream scheduling c. double booking scheduling technique d. true wave scheduling e. modified open access scheduling

stream scheduling

The choice of selecting an appointment scheduling method depends on: a. the size and specialty of the practice, the number of physicians, and the doctors' preferences b. the amount of money to be spent on the software program c. the number of physicians and physician extenders in the practice d. the doctors' preferences as well as the location of the medical practice e. the size, specialty, and location of the medical practice

the size and specialty of the practice, the number of physicians, and the doctors' preferences

Managed Care Organizations: a. use appointment scheduling as an indicator of the provider's quality of care b. are not interested in the way in which contracted medical practices schedule appointments c. mandate that contracted medical practices use open access scheduling d. mandate that contracted medical practices use their appointment template e. do not use appointment scheduling as a measure of the provider's quality of care

use appointment scheduling as an indicator of the provider's quality of care