Chapter 16: Schedule Management

A new patient calls the provider's medical office and asks how long the appointment will take. The best response is __________.

"30 minutes or more"

Which of the following are ways to handle scheduling situations caused by the physician? - Adjust the office schedule to handle the situation. - Send a memo to the physician about the situation. - Continue to schedule appointments in the same manner. - Speak to the physician directly about the problem.

- Adjust the office schedule to handle the situation. - Speak to the physician directly about the problem.

Which of the following actions should be taken when scheduling outpatient procedures? - Always verify the patient's insurance coverage before choosing the facility or physician. - Allow the patient to choose the facility where the patient is the most comfortable. - Obtain a prior approval or referral if required. - Give the patient the referral number to submit to the insurance company.

- Always verify the patient's insurance coverage before choosing the facility or physician. - Obtain a prior approval or referral if required.

Which of the following types of information should be on a patient's appointment reminder card? - Appointment time - Appointment date - Provider's name - Patient's address - Diagnosis - Amount owed to the practice

- Appointment time - Appointment date - Provider's name

Which of the following are characteristics of modified-wave scheduling? - Appointments that are expected to require more time are scheduled at the beginning of the hour. - More time-consuming appointments are scheduled in 10- to 20-minute time slots. - Less time-consuming appointments are scheduled in 10- to 20-minute time slots. - Appointments that are expected to require more time are scheduled toward the end of the hour. - It allows time for catching up before the next hour begins.

- Appointments that are expected to require more time are scheduled at the beginning of the hour. - Less time-consuming appointments are scheduled in 10- to 20-minute time slots. - It allows time for catching up before the next hour begins.

Which of the following materials are needed to schedule an outpatient surgical procedure? - Pencil - Calendar - Telephone - Insurance name - Pen - Patient medical record

- Calendar - Telephone - Pen - Patient medical record

Which of the following are common procedures for scheduling pharmaceutical representatives? - Have the representative leave a business card with product information, and the physician will arrange an appointment if interested. - Give the representative the physician's business card and ask the representative to contact the physician to arrange a meeting. - Schedule the representative for an appointment with the physician during one of the times reserved for meeting with patients. - The doctor may set aside certain times or days during the week to meet with representatives.

- Have the representative leave a business card with product information, and the physician will arrange an appointment if interested. - The doctor may set aside certain times or days during the week to meet with representatives.

Which of the following are characteristics of a well-managed appointment book? - It is key to patient continuity of care. - It creates long wait times for patients. - It presents the office in a positive, professional manner. - It keeps the physician from staying on task.

- It is key to patient continuity of care. - It presents the office in a positive, professional manner.

Which of the following are advantages of computerized scheduling? - More patients can be seen in a day. - It keeps track of patient attendance. - It blocks off slots for emergency appointments. - Fewer patients can be seen throughout the day.

- It keeps track of patient attendance. - It blocks off slots for emergency appointments.

What are some outside appointments that might be necessary? - Laboratory work - Prescription pickup - Physical examination - X-rays - Consultation with other physicians

- Laboratory work - X-rays - Consultation with other physicians

Which audiovisual equipment may need to be arranged when planning a meeting? - Seating - Microphone - Projector - Podium - Tables

- Microphone - Projector - Podium

Which of the following are goals of an appointment scheduling system? - Minimum waiting times - Smooth flow of patients - Double-booking the provider to maximize time - Downtime among office staff

- Minimum waiting times - Smooth flow of patients

What are the three major pieces of patient information that should be obtained when scheduling an appointment? - Patient address - Social security number - Patient name - Reason for visit - Patient phone number

- Patient name - Reason for visit - Patient phone number

Which of the following information is needed when scheduling a patient's outpatient surgical procedure? - Referring provider's tax ID number - Patient's name - Patient's date of birth - Patient's address and phone number - Patient's family medical history - Patient's allergies and current medications

- Patient's name - Patient's date of birth - Patient's address and phone number - Patient's allergies and current medications

Which of the following are true about fasting? - Patients can eat and drink - Patients cannot drink, unless allowed to drink water - Patients cannot eat - Patients can drink only noncaffeinated beverages

- Patients cannot drink, unless allowed to drink water - Patients cannot eat

Which of the following should be in a physician's medical bag? - Personal protective equipment - Penlight - Copy of the appointment book - Prescription pad - Pager or cell phone - Thermometers - Physician's lunch

- Personal protective equipment - Penlight - Prescription pad - Thermometers

Who should receive copies of the itinerary when a physician must travel? - Airline personnel - Physician - Office personnel - Patients - Hotel representatives

- Physician - Office personnel

The scheduling system chosen usually depends on which of the following factors? - Physician preferences - Patient preferences - Type of practice - Staff preferences

- Physician preferences - Type of practice

Which of the following have been barriers to implementing an online scheduling option for some medical practices? - Security - Cost - Ease of use - Convenience for patients

- Security - Cost

What are the possible consequences of overbooking? - Too much downtime for office staff - Stress for the physician - Large, unused gaps in the schedule - Difficulty maintaining a timely schedule

- Stress for the physician - Difficulty maintaining a timely schedule

Which factors should be considered when choosing a meeting site? - Sufficient parking - Adequate size of room - Room service - Food services - Valet parking

- Sufficient parking - Adequate size of room - Food services

To schedule an appointment, what are the three major pieces of information needed from the patient? - Telephone numbers - Home address - Purpose of the visit - Full name - Social Security number

- Telephone numbers - Purpose of the visit - Full name

Which of the following types of information must be given to the scheduler when scheduling a surgery? - Type of surgery - Explanation of benefits - Meals for the physician - Preferred days and time

- Type of surgery - Preferred days and time

Scheduling all patients on Wednesdays for wellness checkups is an example of ______ scheduling. - categorization - advance - combination - cluster

- categorization - cluster

A no-show is a patient who - does not come to a scheduled appointment. - shows up late to an appointment. - does not call to cancel an appointment. - shows up on time to an appointment.

- does not come to a scheduled appointment. - does not call to cancel an appointment.

Management consultants suggest that a schedule be written in blue ink because it is a ______ document. - disposable - changing - legal - permanent

- legal - permanent

Supplies required for house calls vary depending on the - date of the visit. - time of the visit. - type of visit. - location of the visit.

- type of visit. - location of the visit.

Place the steps for scheduling an appointment in order, with the first step on top. - Enter the patient's name, phone number, and reason for appointment in the time slot. - Establish the type of appointment required by the patient. - When possible, schedule appointments earlier in the day first and then move to later time frames. - Consult the template for the amount of time required for the appointment. - Repeat the appointment information to the patient, giving any necessary instructions regarding preparation for the appointment.

1. Establish the type of appointment required by the patient. 2. Consult the template for the amount of time required for the appointment. 3. When possible, schedule appointments earlier in the day first and then move to later time frames. 4. Enter the patient's name, phone number, and reason for appointment in the time slot. 5. Repeat the appointment information to the patient, giving any necessary instructions regarding preparation for the appointment.

Place the steps for reserving an operating room in order, with the first step on top. - Relay any requests from the doctor, such as blood type and units of blood needed. - Be sure the patient receives all necessary instructions and information. - Provide all relevant patient information. - Give preferred dates and times, the type of surgery, and the length of time the doctor will need the operating room. - Make sure all health insurance requirements are met and copies are filed appropriately.

1. Give preferred dates and times, the type of surgery, and the length of time the doctor will need the operating room. 2. Provide all relevant patient information. 3. Relay any requests from the doctor, such as blood type and units of blood needed. 4. Make sure all health insurance requirements are met and copies are filed appropriately. 5. Be sure the patient receives all necessary instructions and information.

Benefits of Computerized Scheduling

1. It enables locking out selected areas for designated purposes, such as last-minute or emergency visits, 2. It allows information to be accessed from multiple areas within the office. 3. It helps staff identify problem patients who cancel, do not show, or arrive late. 4. It provides a "search" for upcoming appointments to ensure that proper follow-up care is given. 5. It provides reports on overall scheduling practices. 6. It adds color-coding as a visual aid to identify areas designated for certain types of appointments 7. It allows searches for requested day or time availability.

Place the steps for scheduling outpatient surgical appointments in order, with the first step on top. - Inquire as to any preprocedure testing that may need to be done and patient preparation required. - Give the scheduler the patient's name, address, phone number, DOB, gender, and insurance information to the surgical center. - Obtain detailed information about the procedure and patient information from the patient's medical record. - Call the appropriate surgery center at the requested facility, and identify the procedure you need to schedule and preferred dates. - Confirm the appointment date and time prior to hanging up. - Provide the patient with written instructions from the physician and information obtained while booking the appointment.

1. Obtain detailed information about the procedure and patient information from the patient's medical record. 2. Call the appropriate surgery center at the requested facility, and identify the procedure you need to schedule and preferred dates. 3. Give the scheduler the patient's name, address, phone number, DOB, gender, and insurance information to the surgical center. 4. Inquire as to any preprocedure testing that may need to be done and patient preparation required. 5. Confirm the appointment date and time prior to hanging up. 6. Provide the patient with written instructions from the physician and information obtained while booking the appointment.

Place the steps for making appointment confirmation calls in order, with the first step on top. - Remind the patient of special instructions regarding the appointment. - Starting with the first appointment of the day, call the patient listed. - Ask for the patient, and give your name and the name of the practice and state that you are confirming the patient's appointment.

1. Starting with the first appointment of the day, call the patient listed. 2. Ask for the patient, and give your name and the name of the practice and state that you are confirming the patient's appointment. 3. Remind the patient of special instructions regarding the appointment.

In-office minor surgery such as a mole removal typically lasts __________.

30 minutes

itinerary

A detailed travel plan listing dates and times for specific transportation arrangements and events, the location of meetings and lodgings, and phone numbers.

walk-in

A patient who arrives without an appointment.

no-show

A patient who does not call to cancel and does not come to an appointment.

minutes

A report of what happened and what was discussed and decided at a meeting.

modified-wave scheduling

A scheduling system similar to the wave system, with patients arriving at planned intervals during the hour, allowing time to catch up before the next hour begins.

locum tenens

A substitute physician hired to see patients while the regular physician is away from the office.

open-hours scheduling

A system of scheduling in which patients arrive at the doctor's office at their convenience and are seen on a first-come, first-served basis.

wave scheduling

A system of scheduling in which the number of patients seen each hour is determined by dividing the hour by the length of the average visit and then giving that number of patients appointments with the doctor at the beginning of each hour.

double-booking system

A system of scheduling in which two or more patients are booked for the same appointment slot, with the assumption that both patients will be seen by the doctor within the scheduled period.

time-specified scheduling

A system of scheduling where patients arrive at regular, specified intervals, ensuring the practice a steady stream of patients throughout the day.

A new patient has never been seen in the practice or has not been seen by the practice in ______ or more years. A) 3 B) 1 C) 5 D) 2

A) 3

Which is the best action for scheduling a physician who is consistently late for appointments? A) Adjust the office schedule to handle the situation. B) Remind the physician when there are appointments first thing in the morning. C) Reschedule the appointment for a patient when the physician is running late. D) Advise patients that the physician is usually late, so the physician will arrive late for the appointment.

A) Adjust the office schedule to handle the situation.

What does a medical assistant do in the appointment book if the doctor has a surgery at 9:00 a.m. and it will last about an hour? A) Block off 2 hours in the appointment book B) Schedule patients and let them know they will have to wait C) Block off 30 minutes in the appointment book D) Don't schedule any appointments the entire morning

A) Block off 2 hours in the appointment book

Which of the following is a scheduling system in which patients arrive at their own convenience with the understanding that they will be seen on a first-come, first-served basis? A) Open-hours B) Modified wave C) Time-specified D) Cluster

A) Open-hours

16.7 Implement ways to keep an accurate and efficient practitioner schedule.

As the office medical assistant, your duties will include maintenance of the office schedule. The practitioner's schedule should ensure an even flow of patients throughout the day. Errors or overbooking may require you to rearrange appointments as necessary and to accommodate emergency appointments with minimal interruptions to the already-established schedule. If the schedule is consistently overbooked or patient wait time becomes consistently too long, it will be your responsibility to find the cause(s) and corrections for the issues and present these to the practitioner or office manager.

To decrease the number of no-show patients, appointment confirmation calls should be made within what time frame before the appointment? A) 3-4 days B) 24-48 hours C) The night before D) 2-3 hours

B) 24-48 hours

When is the best time for fasting patients to be scheduled? A) In the late afternoon B) As early in the day as possible C) Around lunchtime D) After their first meal of the day

B) As early in the day as possible

What should you do when a pharmaceutical representative who is unknown to you comes into the office? A) Schedule an appointment, ask for a business card, and then notify the provider of the appointment time. B) Ask for a business card and check with the physician before scheduling an appointment. C) Schedule an appointment to meet with the physician. D) Check if the physician is available for a meeting.

B) Ask for a business card and check with the physician before scheduling an appointment.

What is the best approach to handling patient cancellations? A) Send the patient a letter pointing out that he canceled a necessary appointment. B) Attempt to schedule another patient in the cancellation slot. C) Encourage the provider to take the time off. D) Schedule other activities in cancellation slots. E) Leave the time open so the provider can decide what to do.

B) Attempt to schedule another patient in the cancellation slot. -- If you have a cancellation, attempt to schedule another patient in that slot. You may be able to fill the slot by calling patients who have appointments scheduled for later in the day and week and asking if they want to come earlier.

Which scheduling system groups similar appointments together on a specific day or for a specific block of time during the day or week? A) Open-hours scheduling B) Cluster scheduling C) Advance scheduling D) Double-booking

B) Cluster scheduling

How does the double-booking system differ from the wave or modified-wave system? A) Double-booking assumes that the patient who arrives last will have to wait to be seen by the provider. B) Double-booking assumes that both patients will be seen within the scheduled period. C) Double-booking requires more staff members. D) Wave scheduling assumes that all patients will be seen within the same time period.

B) Double-booking assumes that both patients will be seen within the scheduled period.

Mr. Andre is scheduled for an outpatient surgical procedure next week. You have gone over the instructions with him, confirmed his understanding, and placed a copy of the instructions in the medical record. What else should you do concerning the instructions? A) Post it online. B) Give a copy to the patient. C) There is nothing else to do. D) Send it to the surgical site.

B) Give a copy to the patient.

Why is it preferred to schedule appointments earlier in the day? A) Open appointments late in the day allow time to meed with pharmaceutical representatives. B) Open appointments later in the day allow space for unexpected appointments. C) Open appointments early in the day allow space for walk-in appointments. D) Open appointments later in the day allow office staff to go home earlier.

B) Open appointments later in the day allow space for unexpected appointments.

Which procedure is used to schedule more patients than can reasonably be seen in the time allowed? A) Underbooking B) Overbooking C) Efficient scheduling D) Double-booking

B) Overbooking

In addition to the name of the procedure and amount of time the surgical suite is needed for the procedure, what other information do you need to obtain from the medical record or physician before scheduling an outpatient surgical procedure? A) X-ray reports B) Reason for the procedure C) Next of kin information D) Laboratory results

B) Reason for the procedure

What is another name for time-specified scheduling? A) Wave scheduling B) Stream scheduling C) Double-booking D) Open-hours scheduling

B) Stream scheduling

After scheduling an outpatient surgery, it is important to inform patients of which of the following? A) They should plan to go to the facility a day prior to the surgery. B) They will need to arrange for transportation to and from the appointment. C) There are never any special preparations required for surgical procedures. D) They can arrive at any time on the day of the procedure.

B) They will need to arrange for transportation to and from the appointment.

Which method of scheduling is based on the fact that some patients will arrive late and others will require more or less time than expected? A) Time-specified B) Wave C) Open-hours D) Stream

B) Wave

When should you apply the matrix to your appointment book? A) On the first day of the new year B) When you first get it, if possible C) When scheduling appointments D) After appointments have been made E) At the beginning of every quarter

B) When you first get it, if possible

A patient who has been seen by the practice within the past 3 years is called a(n): A) returning patient B) established patient C) new patient D) current patient

B) established patient

Having a properly maintained appointment book shows respect for everyone's time and creates an efficient ______ flow. A) cash B) patient C) procedure D) diagnosis

B) patient

In order to schedule appointments efficiently, you must have a guideline of how much ______ visits are expected to take. A) staff B) time C) equipment D) money

B) time

Before selecting a facility for an outpatient surgical procedure, it is important to A) schedule any tests needed. B) verify the patient's type of insurance. C) tell the patient the date of the procedure. D) give the patient instructions for the procedure.

B) verify the patient's type of insurance.

What is the standard abbreviation for blood pressure?

BP

advance scheduling

Booking an appointment several weeks or even months in advance.

Generally speaking, a new patient visit should be scheduled in the appointment book or electronic schedule for how long? A) 15 to 20 minutes B) 30 to 60 minutes C) 30 to 45 minutes D) 45 to 60 minutes

C) 30 to 45 minutes

What type of scheduling is booking an appointment several weeks or months ahead of time? A) Cluster B) Time-specified C) Advance D) Combination

C) Advance

In which type of scheduling are patients booked weeks or months in advance, such as for annual gynecologic examinations? A) Cluster scheduling B) Combination scheduling C) Advance scheduling D) Modified-wave scheduling

C) Advance scheduling

After scheduling a surgical outpatient appointment, what should you do just before concluding the call with the scheduler? A) Give her your name. B) Ask her how her day is. C) Confirm the appointment. D) There is nothing else to do.

C) Confirm the appointment. -- You should always confirm the date and time of the appointment before concluding the call with the scheduler. You should give your name at the beginning of the call, not at the end.

In which scheduling system can multiple patients be scheduled at planned intervals during the first half hour, leaving the second half hour unscheduled? A) Double-booking B) Wave C) Modified-wave D) Open-hours

C) Modified-wave

All of these appointments take place outside of the physician office EXCEPT A) House calls B) Nursing home visits C) Mouse calls D) Hospital visits E) ED visits

C) Mouse calls

The practitioner has recommended that a patient have an annual physical to include a breast examination. What is the best way to help a patient remember to schedule next year's appointment? A) Call the patient to remind her to call you for an appointment B) Give the patient a note when she leaves the office to remember to call in a year for an appointment C) Place the patient's name in a tickler file so when the time arrives, a form can be sent to remind the patient to call for an appointment D) Tell the patient when she leaves the office to call in a year to schedule an appointment E) Schedule the appointment before the patient leaves the office

C) Place the patient's name in a tickler file so when the time arrives, a form can be sent to remind the patient to call for an appointment -- Place the patient's name in a tickler file under the month when she should call the office. When the month arrives, send a form letter reminding her that she will soon be due for a breast examination and asking her to call for an appointment.

Which of the following may be required before you schedule an outpatient surgical procedure? A) Patient schedules his own appointment for outpatient surgery. B) Patient must go to the facility for an interview. C) Prior authorization for the procedure from the insurance company. D) A copy of all patient records sent to the insurance company.

C) Prior authorization for the procedure from the insurance company.

In addition to the name of the procedure and diagnosis, what other information do you need when scheduling an appointment? A) The amount of the patient's co-payment B) The patient to sign the consent form C) The amount of time the surgical suite will be needed D) The amount of the patient's deductible

C) The amount of time the surgical suite will be needed

Why should you ask the patient about convenient times for the outpatient surgical procedure appointment? A) You should not ask the patient. You should only consider the physician's schedule. B) You want to make sure you do not schedule it at that time. C) This gives the patient a sense of control over a scary situation. D) This would prevent the surgical site from dictating the date.

C) This gives the patient a sense of control over a scary situation.

Which of the following scheduling systems works well in a large facility with several personnel to provide a large number of services? A) Open-hour scheduling B) Cluster scheduling C) Wave scheduling D) Double-booking

C) Wave scheduling

In open-hours scheduling, patients arrive A) at a scheduled time. B) within a 2-hour window. C) at their own convenience. D) 15 minutes before their scheduled appointment.

C) at their own convenience.

Setting time frames apart for specific appointment types refers to _________ scheduling. A) standard B) modified wave C) cluster D) wave

C) cluster

Purposely scheduling 2 or more patients in the same time slot is known as A) time-specified scheduling. B) stream scheduling. C) double-booking. D) open-hours scheduling.

C) double-booking.

A(n) ______ is someone who has never been to a certain facility before or has not seen the physician for more than 3 years. A) established patient B) current patient C) new patient D) existing patient

C) new patient

A patient who neither calls to cancel nor goes to the appointment is known as a A) reschedule. B) confirmed. C) no-show. D) cancelation.

C) no-show.

Lab work, surgeries, and radiology appointments are examples of A) inside appointments. B) hospital appointments. C) outside appointments. D) inpatient appointments.

C) outside appointments.

The practice's schedule matrix should be based on ________. A) OSHA requirements B) the medical assistant's schedule C) the practitioner's schedule D) the patients' needs

C) the practitioner's schedule

This type of scheduling groups similar appointments together on a certain day of the week or for certain times of day, which may be helpful with equipment and staffing.

Cluster

c/o

Complains of

In what way(s) can the medical assistant assist a practitioner in managing the office schedule? A) Avoid overbooking B) Avoid underbooking C) Double-book appointments when possible D) Avoid overbooking and underbooking E) Avoid underbooking and double-booking when possible

D) Avoid overbooking and underbooking

In a paper scheduling format, how is it indicated that a time slot is unavailable? A) Draw two red lines through unavailable time slots. B) Color in unavailable time slots with black ink. C) Remove unavailable time slots from the schedule. D) Draw an "X" through unavailable time slots.

D) Draw an "X" through unavailable time slots.

Which scheduling feature allows patients to schedule themselves or request an appointment on the Internet? A) Manual scheduling B) Book scheduling C) Telephone scheduling D) Online scheduling

D) Online scheduling

Which of the following is time-specified scheduling? A) Two or more patients are scheduled for the same appointment. B) Several patients are scheduled at the same time, and the first to arrive is seen first. C) Patients who have similar appointments are grouped together. D) Patients arrive at the office in a steady stream all day at regular, specified intervals.

D) Patients arrive at the office in a steady stream all day at regular, specified intervals.

Which of the following should be done to verify the accuracy of a scheduled appointment after entering it into the appointment book or electronic scheduler? A) Have the patient view the appointment book or computer screen B) Ask the patient to write the day and time down in his or her calendar C) Tell the patient that you will email an appointment confirmation D) Repeat the appointment date and time to the patient

D) Repeat the appointment date and time to the patient

You are checking the physician's schedule for the next week. You notice that there are 3 surgeries scheduled: one on Tuesday and two on Thursday. Why is it important to check the schedule? A) So you know when the physician is out of the office B) So you can be sure the physician will be on time for the surgeries C) So the surgeon goes to the correct facility to perform the surgeries D) So you can call and confirm the surgery and patient's arrival 1 day prior to the surgery

D) So you can call and confirm the surgery and patient's arrival 1 day prior to the surgery

Being able to access an appointment schedule from multiple areas in the office is an advantage of ______ scheduling. A) emergency B) book C) paper D) computerized

D) computerized

An ______ is a detailed travel plan, listing dates and times of flights and events, locations of meetings and lodgings, and telephone numbers. A) outline B) agenda C) appointment matrix D) itinerary

D) itinerary

The ______ is often responsible for knowing the preferred physicians and facilities of the physician and specific insurance carriers. A) patient B) billing clerk C) physician D) medical assistant

D) medical assistant

If the outpatient surgery is scheduled at a facility that is not a provider that accepts the patient's insurance, A) the patient will be reimbursed by his insurance. B) the patient cannot be treated there. C) the insurance company will pay the entire bill. D) the insurance may not pay any of the bill.

D) the insurance may not pay any of the bill.

When scheduling an appointment for an abdominal CT scan, what steps should be taken? A) Have all information from the practitioner regarding the appointment and access to the patient's medical record B) If possible, book the appointment when the patient is present to ascertain a convenient time for the patient C) After making the appointment, repeat the information, writing it down for the patient D) Give the patient oral and written instructions, answering any questions E) All of these

E) All of these

The appointment book and its format are dependent on all of the following items EXCEPT A) Physician preference B) Facilities available C) Patient need D) Physician habits E) Office location

E) Office location

What is the best approach for handling the cancellation of an appointment by a patient? A) Send the patient a letter pointing out she canceled a necessary appointment B) Attempt to schedule another patient in the canceled slot C) Schedule other activities in those canceled slots D) Encourage the provider to take time off E) Remind the patient of the importance of follow-up care and if possible schedule her for another appointment while she is still on the phone

E) Remind the patient of the importance of follow-up care and if possible schedule her for another appointment while she is still on the phone

Why should the insurance company be contacted prior to scheduling an appointment outside of the office? A) To pay for services B) As a courtesy C) Because the test is physician ordered D) To give them the confirmation number E) To determine if the service is covered and obtain an authorization number

E) To determine if the service is covered and obtain an authorization number

16.5 Model how to handle special scheduling situations.

Handling special scheduling situations requires critical thinking skills and creativity. Scheduling situations can arise if the practitioner is running late or if a patient requires an emergency appointment. Other scheduling problems also may include a patient who does not show, arrives late, or arrives on the wrong day. Documentation of any patient-related appointment issues should be recorded in the patient's medical record for legal purposes.

I & D

Incision and drainage

underbooking

Leaving large, unused gaps in the doctor's schedule; this approach does not make the best use of the doctor's time.

16.6 Explain how to schedule appointments that are outside the medical office.

Outside appointments may need to be made to laboratories, for radiology services, for in- and outpatient surgeries, for hospital stays, or for other diagnostic tests. To efficiently book such appointments, you will need the patient's demographic and health insurance information along with the procedure or service to be performed and the reason for the service. Preferred dates and times also should be noted. If referrals or prior authorizations are required, you also may be required to obtain these so that the procedure/service is eligible for payment by the patient's insurance plan.

Modified-wave scheduling

Patients are scheduled during the first half-hour of an hour block which leaves the second half-hour for catch up prior to the next hour

Advanced scheduling

Patients are scheduled weeks or months or even the year prior to their actual appointment

Open-Hours

Patients seen on a first-come, first-served basis

PT

Physical Therapy

RS

Reschedule

overbooking

Scheduling appointments for more patients than can reasonably be seen in the time allowed.

Wave

Several patients are scheduled for the beginning of the hour expecting that some will arrive late and others will spend more time with the physician

Cluster

Similar appointments are grouped together during the day or week

Time-Specified

Steady stream of patients all day at regular, specified intervals

16.1 Describe how the appointment book is key to the continuity of patient care.

The appointment book or electronic scheduler and its matrix, when used properly, allow the office staff to respect the time of both the practitioner and the patient by keeping an efficient and timely flow of patients throughout the day.

matrix

The basic format of an appointment book, established by blocking off times on the schedule during which the doctor is able to see patients. Also, the material between the cells of connective tissue.

16.3 Compare different types of appointment scheduling systems.

The most commonly used types of scheduling systems are • open-hours • time-specified, • wave, • modified-wave, • double booking • cluster, • advance scheduling. It is also common for offices to use any combination of these as best suits each practice.

In terms of scheduling, the term "no-show" means

The patient does not call or show up for his scheduled appointment

cluster scheduling

The scheduling of similar appointments together at a certain time of the day or week.

Which type of scheduling is also called stream scheduling?

Time-specified

16.2 Identify how to properly apply a matrix to an appointment book.

To create a matrix in either an appointment book or an electronic scheduler, you must know the usual schedule of provider availability to see patients, as well as the times the provider (or practice) will not be open to see patients. The latter times should be X'd out with a short reason given as to why the time is unavailable. Follow the instructions for the electronic scheduler to block out the appropriate time frames.

Double Booking

Two or more patients are given the same appointment time.; Useful when the patient doesn't necessarily need to see the physician

16.4 Identify ways to organize and schedule patient appointments.

When organizing and scheduling patient appointments, always maintain a positive, professional image as a representative of the office. The patient's status as a new or established patient should be considered, as well as patient preference whenever possible. The goal is to accommodate the patient as much as possible while maintaining an efficient office schedule. Appointments should be confirmed through appointment cards, phone calls, e-mail notification (when permitted by the patient), and mailed recall notices.

BP

blood pressure check

can

cancellation

When scheduling a patient for an outpatient surgical procedure, the medical assistant should __________ before choosing the facility or surgeon.

check with the patient's insurance company to verify coverage

CP

chest pain

CPE

complete physical examination

cons

consultation

A patient with __________ requires extra consideration when scheduling and should not be scheduled for late morning.

diabetes -- In general, patients who take insulin must eat meals and snacks at regular times to keep their blood sugar from dropping too low. If a diabetic patient is scheduled for late morning and the schedule runs late, he will be waiting in the reception area when he really needs to eat.

The appointment scheduling system in which two or more patients are scheduled for the same appointment time is __________.

double-booking

The first step in preparing the appointment book is to __________.

establish the matrix of the appointment book

Because medical appointment books are legal documents, the schedule should be written in __________.

ink

A disadvantage of the open-hours scheduling system is that __________.

it increases the possibility of inefficient downtime for the provider

A detailed travel plan that lists dates and times of flights and events, locations, and telephone numbers is a(n) __________.

itinerary

N & V

nausea and vomiting

NP

new patient

NS

no-show patient

E-scheduling is another term for __________.

online scheduling -- E-scheduling, or electronic scheduling, is another term for online scheduling. Two available e-scheduling products are Compass Scheduling and Acuity Scheduling.

Pap

pap smear

pt

patient

Appointment reminders include appointment cards, reminder mailings, reminder calls, and __________.

recall notices

re

recheck

ref

referral

STD

sexually transmitted disease

The appointment scheduling system that assumes a steady stream of patients all day long at regular, specified intervals is __________.

time-specified scheduling

What situations can result in the practitioner having large, unused gaps in the schedule?

underbooking and patient cancellations

URI

upper respiratory tract infection

UTI

urinary tract infection

Appointment Confirmations and Reminders

• Appointment Cards • Encounter Forms/Superbills • Reminder Mailings • Confirmation Calls • Recall Notices • E-mail Notifications

You may be responsible for arranging patient appointments outside the medical office. These appointments may include:

• Consultations with or referrals to other physicians • Laboratory work • Radiology (X-ray, CT scan, MRI) • Other diagnostic tests (EKG, stress testing) • Hospital stays • Inpatient and outpatient surgeries

the schedule will show when the practitioner is away for the following reasons:

• Hospital rounds • Surgery/procedures • Lunch • Vacation • Holidays • Personal appointments • Scheduled meetings (for example, with a pharmaceutical sales representative or in-service meetings).

Appointment Scheduling Systems

• Open-Hours Scheduling • Time-Specified Scheduling • Wave Scheduling • Modified-Wave Scheduling • Double Booking • Cluster Scheduling • Advance Scheduling • Combination Schedling