C. Follow protocol for no-show, missed, cancelled or follow-up appt.

Balance

Need to achieve a _______ between all patients, even late patients, to get needed care.

Advanced

No reason needed for _______ reschedule.

Briefly; schedule

Provider may see patients without an appointment b______, then ask to s_______ an appointment. (For non-immediate care)

Original; schedule

When patient calls to reschedule an appointment, remove the ________ date and time and add the new day and time to the ________.

Patient; wait or reschedule; scheduled

When providers have an emergency or ill, let the ________ know. If the patient is already there, ask if they want to ____ (or) __________. Then, call and reschedule patients that are _________ later that day.

Be seen

When the patient is late, check with the physician to make sure patient can still __ ____.

EMTs; hold

Always stay on the phone until the ____ arrive, never on ____.

30 minutes before the scheduled appointment

Another strategy for late patients: Ask these patients to come in __ m_____ b_____ ___ s________ a__________ to give them a long window for arriving.

Centers for Medicare and Medicaid Services

CMS

Charge

CMS allows providers to directly ______ Medicare beneficiaries for missed appointments.

Emergency Medical Technician

EMT

Record; warn; dismissing; protection; abandonment.

First no-show: Note in patient's ______. Second instance: ____ the patient. Third: Consider __________ the patient from the practice; make sure you do this in a such a way that provides legal __________ for the provider and that it doesn't look like ___________.

Letter; certified; return receipt request

First thing to do in no-shows is to call patients to discuss problem; write ______ if needed via _________ mail with _ _ _ (the three Rs). Keep copy of this for legal purposes.

Book or online

For legal reasons, its important to document these no-show events in appointment ____ (or) ______.

Providers; needed

For patients without appointments, its up to _________ in the practice to develop this policy (on whether they will see patient or not). Most [blank word] will see them if ______.

Security

For s_______ reasons, you do not need to disclose where provider is and why provider cancelled appointments.

Patient waiting; availability

For same day cancellations, have a p______ w______ list (patients who want to come in asap), and call to check a___________.

Hospital, 911

If true emergency, can recommend ________; if necessary may need to call ___ for the patient.

Ethical; substitute

It is _______ to charge patients for no-shows (or missed appointments); the time slot was assigned to that patient and no time was given to __________ another patient.

Disrupt

It is important to not let late habitually late patients d______ the schedule.

Reason

Knowing the ______ for failed appointments helps practice handle patient.

Legible; evidence

Make sure notes in appointment book are neat and l______; court may need to use book as e_______.

No-Show; Missed Appointment

NS; MA

Medical record; reason

Note same day cancellations on the patient's _______ ______- plus any _____ for it.

Last appointment

One preventative strategy for late patients: Schedule these patients as ____ ___________ of the day.

Forget; money; denial

Possible reasons for no-shows: They f_____, not enough _____, or they are in ______ (patients with serious medical conditions)

Screening system

Procedures commonly involve a _________ ______ to prioritize a phone call and when the provider can see the patient.

Name, number, location

Some of the first things on the list of questions when screening the phone call (3 things)

Emergency

Which means life-threatening, urgent or emergency?

Urgent

Which means serious but not life-threatening, urgent or emergency?