Objectives
List basic rules for appointment book entries Describe modified wave scheduling Discuss functions of daily schedule Demonstrate making appointment book
entries and completing appointment card entries
Overview
There was a time when a crowded reception room was a sign of a busy doctor and successful practice
Today, this is no longer true, as today’s patient’s are no longer willing to wait endlessly
For most patients 15 minutes is the maximum acceptable wait!
Start and finish ON TIME!
Appointment Book
Although the appointment book is the control center of the practice, it is important that the practice be controlled through it- but not by it!
In today’s practice, most appointment books are computerized, making it easier and faster to:
Search for available time Look up appointments in response to an inquiry Generate and revise a printed daily schedule
Essential Information
The following must be included w/ every appointment made:
Patient’s full name Telephone numbers at home and work Reason for visit, which will help to determine
how long the appointment will last as well as to what extent the doctor’s and technician’s time will be involved
Effective Scheduling
Effective appointment scheduling assures a smooth flow of patients so that all staff members can work efficiently and at a maximum productivity without being rushed or falling behind
Effective scheduling is based on knowing what is to be done and how long it is expected to take
Classification
One way to effectively schedule is to classify appointments into three groups:
1. Long time-consuming procedures (visual field testing, contact lens training)
2. Intermediate procedures (most routine examinations)
3. Brief procedures (contact lens checks)
Modified Wave Scheduling
This system controls patient flow based on the average number of patients that the doctor sees per hour (this can be determined by tracking the # of patients typically seen from past appointment books)
This number is divided by the number of hours worked, resulting in an average number of patients the doctor sees per hour:
½ scheduled at the beginning of the hour Of the remaining patients, 2/3 scheduled at 20
minutes past the hour and the remaining 1/3 at forty past the hour
The First Wave
At the top of the hour, one patient of each category is typically schedule
1 long term procedure 1 intermediate procedure 1 quick procedure
The doctor can typically work with the quick procedure patient while the techs prepare the other two
The Second Wave
Schedule an intermediate and brief procedure
While the intermediate procedure is being prepared, the brief procedure patient can be seen
The Third Wave
A brief patient is scheduled, so the patient’s a cleared out by the top of the hour and a new wave can begin
Example: 8:00 Mr. Jones for visual field testing (long) 8:00 Mrs. Smith for annual exam (inter) 8:00 Mrs. Marks for contact check (brief) 8:20 Mr. Howard diabetes follow-up exam (inter) 8:20 Miss Byrd for Rx check (brief) 8:40 Mrs. Meyer for contact check (brief)
Confirmation Calls
One of the biggest obstacles to scheduling is a patient who fails to keep their appointment
It is an excellent to confirm their appointment with a complimentary confirmation call the day or two before their appointment
It should be noted on the schedule
that the appointment was confirmed
Advance Appointment Preparation
Prior to the patient’s arrival, their files should be pulled, including all necessary forms and paperwork, so the patient can be seen right away
It is usually best to store the files in the order the patient will be seen
Changed Appointments
An office the consistently runs behind, is discourteous to the patients. If patient’s are consistently seen late, expect them to begin arriving late (assuming they continue to arrive at all!)
For chronically late patients, inform them their appointment is15 minutes prior to its actual scheduled time!
Cancelled/Broken Appointments
When a patient calls to cancel an appointment, make every effort to reschedule them for another time, as soon as possible
It is often asked that you keep a cancellation list, or log, tracking the patient’s that have cancelled their appointments
Broken appointments should also be contacted and rescheduled ASAP