heading 1 - lippincott williams &...
TRANSCRIPT
Lippincott Williams & Wilkins’ Comprehensive Medical Assisting (Third Edition)
Lesson Plans
Chapter 6 — Managing Appointments
Goals of the Lesson:
Cognitive: The student will become familiar with aspects of patient visit scheduling and management. Motor: The student will learn to schedule patient appointments and referrals/consultations.
Learning Objectives:
The lesson plans for each learning objective and the related procedures start on the pages noted below.Learning Objective 6-1: Spell and define the key terms. 3Learning Objective 6-2: Describe various systems for scheduling patient office visits, including manual and computerized scheduling. 3Learning Objective 6-3: Identify the factors that affect appointment scheduling. 3Learning Objective 6-4: Explain guidelines for scheduling appointments for new patients, return visits, inpatient admissions and outpatient procedures. 3
Procedure 6-1: Making an Appointment for a New Patient 3Procedure 6-2: Making an Appointment for an Established Patient 3Procedure 6-3: Schedule an Appointment for a referral to outpatient facility 3Procedure 6-4: Arrange for Admission to an inpatient facility. 3
Learning Objective 6-5: List three ways to remind patients about appointments. 3Learning Objective 6-6: Describe how to triage patient emergencies, acutely ill patients, and walk-in patients. 3Learning Objective 6-7: Describe how to handle late patients and patients who miss their appointments. 3Learning Objective 6-8: Explain what to do if the physician is delayed. 3Learning Objective 6-9: Describe how to handle appointment cancellations made by the office or by the patient. 3
Performance Objectives:
The performance objectives are incorporated into the learning objective lesson plans on the pages shown below.Performance Objective 6-1: Schedule an appointment for a new patient (Procedure 6-1)...............................................................................Performance Objective 6-2: Schedule a return appointment (Procedure 6-2)..................................................................................................
Page 6-1Copyright © 2008 Lippincott Williams & Wilkins
Selected Key Terms
acutebufferchronicclusteringconstellation of symptomsconsultationdouble bookingmatrixprecertificationprovidersreferralSTATstreamingtickler filewave scheduling system
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Performance Objective 6-3: Schedule a referral following third-party guidelines (Procedure 6-3).................................................................Performance Objective 6-4: Arrange for admission to an inpatient facility (Procedure 6-4)
You Will Need:
Gather the following materials for the following lessons:6-2 Twenty cards with patient information that would be provided during scheduling.6-10 Chart, preferred provider list, telephone, pen or pencil
Instructor’s Note:
The Premium Online Course for Comprehensive Medical Assisting is not automatic with course adoption. Instructors must request that students purchase the online course. However, reference to online course content is included within these Lesson Plans for those Instructors who have directed their students to purchase the Premium Online Course.
A complete DVD of 45 videos showing procedures and techniques described in Comprehensive Medical Assisting is available for purchase from Lippincott Williams & Wilkins. Go to thePoint.lww.com/Kronenberger3e to order the DVD. A selection of these video clips are available free on the Student CD and on the Instructors Resource Center on LWW’s thePoint Course and Content Manager. Free videos are denoted by an asterisk (*) in the Lesson Plans.
Legend: Student CD: CD-ROM that accompanies textbook; IRCD: Instructor’s CD-ROM; IRC: Instructor’s Resource Center on thePoint Course&Content Manager; PPt: PowerPoint; SG: Study Guide; DVD: DVD available for purchase. (*) Denotes free video available on the Student CD and on the Instructors Resource Center on thePoint Course& Content Manager.
Page 6-2Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Date:
Learning Objective 6-1: Spell and define the key terms.
Lecture Outline — Objective 6-1 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
Key terms appear on the first page of this chapter lesson plan and in the beginning of chapter 6.
113 Outside Assignments
Legend: Student CD: CD-ROM that accompanies textbook; IRCD: Instructor’s CD-ROM; IRC: Instructor’s Resource Center on thePoint Course&Content Manager; PPt: PowerPoint; SG: Study Guide; DVD: DVD available for purchase. (*) Denotes free video available on the Student CD and on the Instructors Resource Center on thePoint Course& Content Manager.
Page 6-3Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Date:
Learning Objective 6-2: Describe various systems for scheduling patient office visits, including manual and computerized scheduling.
Lecture Outline — Objective 6-2 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
Scheduling methods Manualo The
appointment book (Fig. 6-1)
o Creating the matrix Cross out times
physician is unavailable Include reason for
unavailability Block off 15–30
minutes morning and afternoon to accommodate emergencies and delays
Give copies to staff each day
A legal document Computerized (Fig. 6-2)o Software
varieso Easy
access to billing information
o Prints out schedule easily
113–115114
114–115
22
3
Fig. 6-1: Sample page from manual appointment book
Fig. 6-2: Computer-generated appointment schedule
In-Class Activities Outside Assignments
EvaluationCheckpoint Question 1: What is the purpose of a matrix?
Structured appointments 115–117 4, 5 Box 6-1: How much time do I allot?
In-Class ActivitiesWrite out 20 cards with
Outside Assignments
Page 6-4Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Lecture Outline — Objective 6-2 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
Advantage — promotes efficiency and good time management
Disadvantage — does not allow for unexpected patient needs or emergencies
o Obtain patient information to schedule adequate time
o Add buffer to schedule — empty time slots that allow for schedule disruptions
Clusteringo Group
patients with similar problems or needs
o Daily or weekly
o Allows good use of specialized equipment or staff
Wave and modified wave
o Schedule several patients in first half or each hour, second half left open for rechecks, emergencies, and other tasks
o Patients are seen in order of arrival
o Good for
116
116
116
5
5
5
patient information that would be provided during scheduling (identifier, returning or new status, chief complaint, hours of availability, etc.) Divide students into groups and assign one of the scheduling systems to each group. Each group should determine the best scheduling of these 20 patients in their scheduling system. Discuss the differences in the systems.
Page 6-5Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Lecture Outline — Objective 6-2 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
large, multidepartment facility
o Modification — full physicals on the hour, rechecks on the half-hour
Fixed schedulingo Most
common methodo Patients
allotted time by complexity of problem
o Schedule disruptions affect entire day
o Schedule chronically late patients toward end of day
Streamingo Standard
time periods assigned to different needs (Box 6-1)
Double bookingo Two
patients scheduled for same time slot with same physician
116
116
5
5
Flexible and open hours Flexibleo Office
hours vary throughout week
116 6 In-Class Activities Outside Assignments
EvaluationCheckpoint Question 2: What are the three systems that can be used for
Page 6-6Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Lecture Outline — Objective 6-2 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
o Patients are scheduled during open times
o Greater range of possible appointment times allow patients with work or family schedule conflicts
Open hours No scheduled
appointments Patients come when
they can during open hours
Common in walk-in clinics
Sign-in sheets no longer allowed — breach of confidentiality
Patient records must be pulled as patients arrive
Clear disadvantages Effective time
management almost impossible
Facilities may be overloaded or completely empty at times
Charts must be pulled an prepared s each patient arrives
116
116
6
scheduling patient office visits?
Page 6-7Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Legend: Student CD: CD-ROM that accompanies textbook; IRCD: Instructor’s CD-ROM; IRC: Instructor’s Resource Center on thePoint Course&Content Manager; PPt: PowerPoint; SG: Study Guide; DVD: DVD available for purchase. (*) Denotes free video available on the Student CD and on the Instructors Resource Center on thePoint Course& Content Manager.
WARM UPS FOR CRITICAL THINKING – QUESTIONS AND TALKING POINTS Assume that you are the office manager in a physician’s office. Create a policy and procedure for scheduling patients. ►You can allow students to use the sample in the text and the procedures for making appointments.
WARM UPS FOR CRITICAL THINKING – QUESTIONS AND TALKING POINTS Sign-in sheets can cause a breach in patient confidentiality. What other methods could you use that would limit the potential for invasion of patient privacy? ►This exercise is effective as a group discussion. Students can compare sign-in procedures in their own medical offices, pharmacies, and other facilities. Have students identify any HIPAA violations in each suggested procedure.
Page 6-8Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Date:
Learning Objective 6-3: Identify the factors that affect appointment scheduling.
Lecture Outline — Objective 6-3 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
Patients’ needs Good communication
critical — emotions can make slight miscommunication into negative experience for patient
Obtain appropriate patient information
o Reason for visit
o Length of time of symptom
o Problem acute or chronic
o Time of day convenient for patient
o Special needs of patient
o Whether patient needs to see other office staff
o Third party payer constraints
o Documentation for referrals if required by third party payer
Strive to accommodate patient’s requests but remember:
117
117
7 In-Class ActivitiesRead the Ethical Tip “Think Before You Speak,” and discuss with class
Outside Assignments
EvaluationCheckpoint Question 3: What are three factors that can affect appointment scheduling?
Page 6-9Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Lecture Outline — Objective 6-3 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
You control the schedule—do not let it control you
Entire medical office team depends on a well-managed schedule
Providers’ preferences and needs Become familiar with
providers’ habitso Punctual
or often behind? Medical assistant
clinical duties should be accommodated
Possible provider scheduling needs:
o Nonmedical office visitors
o Telephone time
o Teaching duties
Physical facilities Number of providers
using facility Number of examination
rooms Need to resterilize
instruments between procedures
Must thoroughly understand the requirements for
117–118
118
8
9
Page 6-10Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Lecture Outline — Objective 6-3 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
procedures to be performed in the office
Legend: Student CD: CD-ROM that accompanies textbook; IRCD: Instructor’s CD-ROM; IRC: Instructor’s Resource Center on thePoint Course&Content Manager; PPt: PowerPoint; SG: Study Guide; DVD: DVD available for purchase. (*) Denotes free video available on the Student CD and on the Instructors Resource Center on thePoint Course& Content Manager.
Page 6-11Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Date:
Learning Objective 6-4: Explain guidelines for scheduling appointments for new patients, return visits, inpatient admissions and outpatient procedures.
Procedure 6-1: Making an Appointment for a New Patient
Procedure 6-2: Making an Appointment for an Established Patient
Procedure 6-3: Schedule an Appointment for a Referral to Outpatient Facility.
Procedure 6-4: Arrange for Admission to an Inpatient Facility.
Lecture Outline — Objective 6-4 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
Making appointments Be pleasant and helpful Always include patient
phone number on schedule
Include buffers each day New patients
Allow adequate time Obtain full name and
correct spelling Mailing address Day and evening phone
numbers Reason for visit Name of referring
physician or individual Responsible party and
third party payer (insurance)
Explain payment policy Request pertinent
insurance information
118
118
10
11, 12
Fig. 6-3: Give patient an appointment card
Box6-6: explanation of terms referral or consultation
In-Class ActivitiesLecture Notes, SG p. 291Competency Evaluation Form Procedure 6-1, Making an Appointment for a New Patient. Competency Evaluation Form for Procedure 6-2, Making an Appointment for an Established Patient. Competency Evaluation Form for Procedure 6-3, Schedule an appointment for a referral to an outpatient facility.Competency Evaluation Form for Procedure 6-4, Arrange for admission to an inpatient facility.Video Clip 6-1: Making an Appointment for a New Patient*Video Clip 6-2: Making
Outside Assignments
Evaluation:Checkpoint Question.5: What information should be readily available when calling to schedule a patient for surgery in another facility?
Page 6-12Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Lecture Outline — Objective 6-4 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
Ensure that patient knows office location and directions
Ask patient if messages can be left at home or work — note in chart
Reconfirm date and time of appointment before ending call
Recheck that appointment is correctly entered in book
Note if referral — obtain relevant patient information from source of referral
Established patients Carefully check
appointment book or screen before offering appointment time
Offer patient specific date and time
Enter information in appointment book (or enter in the appointment screen)
If patient is present, fill out appointment card (Fig. 6-3)
Reconfirm date and time Recheck appointment
book End with pleasant word
118–119
an Appointment for a Return PatientVideo Clip 6-3: Making a Referral to an Outpatient FacilityVideo Clip 6-4: Arranging for Admission to an Inpatient Facility
Page 6-13Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Lecture Outline — Objective 6-4 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
and smile When the provider requests
assistance from another physician—consultation—or referral:
Must make sure referral meets requirements of third-party payers.
HMO’s have strict requirements for precertification
Must complete referral form with approval number from insurance company (figure 6-6)
Give patients choice of specialist
When calling another physician’s office for patient appointment provide the following:
Physicians name and telephone number
Patients name, address, and telephone number
Reason for referral Degree of urgency Whether patient is being
sent for consultation or referral (Box 6-6)
Record in patients chart Time and date of call Who received your call
Inform person that you wish to be notified if patient does not
123
123
19Fig. 6-6: Sample referral formBox 6.6: Referral or Consultation?
Page 6-14Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Lecture Outline — Objective 6-4 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
keep appointment (if this occurs—enter in
to the patients record)o Can write
name, address, telephone number of referral doctor on office stationery and include the date and time of appointment
o Give or mail to patient
Patient may call referring physician and make appointment—ask patient to notify you with date—document
Diagnostic testing Patient sent to another
facility for laboratory test, radiology, computed tomography, Magnetic resonance imaging etc.
Appointments usually made with patient still in office
Prior to scheduling, must determine
o Exact test or test
o How soon results are needed—STAT?
o Ask
123
124 20
Page 6-15Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Lecture Outline — Objective 6-4 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
patient about time restrictions
o Provide patient’s name, address, telephone number, exact test or test required and other special instructions
o Give patient referral slip with name, address, telephone number of facility
Some laboratory studies or x-ray test require advanced preparation
o Give patient written and verbal explanation
o Ensure he or she understand
o Document in chart and put reminder in tickler file to ensure test results are received.
Surgery Determine
precertification—call number on back of insurance card
Call facility chosen by patient and specify time and date physician has requested
Operating facility needs to know
124 21
Page 6-16Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Lecture Outline — Objective 6-4 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
Exact procedure Amount of time needed Anesthesia required Other instructions Also need all pertinent
patient information Give patient copy of
preadmission forms—if available
Follow policies of surgical facility regarding preadmission testing (laboratory studies, autologous blood donation)
Write down all for patients—ensure he or she understands
Note—may need to also arrange for hospital admission with hospital admitting department
Legend: Student CD: CD-ROM that accompanies textbook; IRCD: Instructor’s CD-ROM; IRC: Instructor’s Resource Center on thePoint Course&Content Manager; PPt: PowerPoint; SG: Study Guide; DVD: DVD available for purchase. (*) Denotes free video available on the Student CD and on the Instructors Resource Center on thePoint Course& Content Manager.
Page 6-17Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Date:
Learning Objective 6-5: List three ways to remind patients about appointments.
Lecture Outline — Objective 6-5 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
Preparing Daily or weekly schedule
Most offices—medical assistant responsible
o Make copy for staff—ensure corrections are made on all copies
o Place next day’s schedule on physicians desk before he or she leaves—next week’s on Friday
o Should include patient appointments and all other commitments
o Important to make manual changes to computer schedules as day progresses
Appointment cards Give out one at a time Regular appointments
should be scheduled at same day and time
Telephone reminders New and already-
scheduled patients should receive phone
119
119
119
13, 14
13
14
Fig. 6-4: Sample reminder postcardBox 6-2: A tickler file can tickle your memory
In-Class Activities Outside Assignments
EvaluationCheckpoint Question 4: What are the three types of patient reminders?
Page 6-18Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Lecture Outline — Objective 6-5 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
call day before appointment
Check chart to ensure that patient has agreed to allow messages to be left
If patient must cancel, use move-up list to schedule another patient in slot
Mailed reminder card (Fig. 6-4) Alternative to phone
calls Mail one week before
appointment Can be used to remind
patients to make appointments for regular examinations
Place filled out cards in tickler file and mail at appropriate time (Box 6-2)
120 14
Legend: Student CD: CD-ROM that accompanies textbook; IRCD: Instructor’s CD-ROM; IRC: Instructor’s Resource Center on thePoint Course&Content Manager; PPt: PowerPoint; SG: Study Guide; DVD: DVD available for purchase. (*) Denotes free video available on the Student CD and on the Instructors Resource Center on thePoint Course& Content Manager.
Page 6-19Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Date:
Learning Objective 6-6: Describe how to triage patient emergencies, acutely ill patients, and walk-in patients.
Lecture Outline — Objective 6-6 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
Schedules often need to be adapted to accommodate unexpected situations
Emergencies (Fig. 6-5) Must determine if
problem can be treated in office or whether to call EMS
STAT = Latin statim, immediately
Ask appropriate questions to elicit crucial information (Box 6-3)
o Possible heart attack
o Possible poisoning
o Life-threatening bleeding
o Shocko Burns Constellation of
symptoms can indicate particular condition
o Shortness of breath, chest pain, arm/neck pain, nausea/vomiting can indicate heart attack (Box
120
120 15
Fig. 6-5: When a patient calls from home with a possible heart attack, you will call 911
Box 6-3: When does the patient need to be seen now?Box 6-4: When a patient could be having a heart attack?
In-Class Activities
Administrative Medical Assisting Competency Interactive Case Study: Unit 2: Managing a medical office emergency(Student CD; IRCD; IRC)
Outside Assignments
Page 6-20Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Lecture Outline — Objective 6-6 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
6-4)o Severe
right lower quadrant pain, nausea, and fever often points to appendicitis
If life-threatening emergency:
o Keep patient on phone
o Call EMS for transport
o Do not advise patient to drive to hospital
Acute illnesses Severe but not life-
threatening Obtain as much
information as possible Place note on chart for
physician review Tell patient you will call
back as soon as physician makes decision
Walk-in patients Office policy should be
in place Emergencies must be
handled immediately Ask patient to wait —
work in to schedule as possible
121
121
15
16
Page 6-21Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Lecture Outline — Objective 6-6 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
Legend: Student CD: CD-ROM that accompanies textbook; IRCD: Instructor’s CD-ROM; IRC: Instructor’s Resource Center on thePoint Course&Content Manager; PPt: PowerPoint; SG: Study Guide ; DVD: DVD available for purchase. (*) Denotes free video available on the Student CD and on the Instructors Resource Center on thePoint Course& Content Manager.
Page 6-22Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Date:
Learning Objective 6-7: Describe how to handle late patients and patients who miss their appointments.
Lecture Outline — Objective 6-7 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
Late patients Explain to patient that
they are late and must wait until physician is available
Chronically late patients can be told that lateness of more than 15 minutes mandates rescheduling
Schedule chronically late patients in afternoon/evening to avoid schedule disruption
Missed appointments No-show = patient fails
to show up for appointment and does not call to notify
Call patient to determine reason and to reschedule
If unable to reach by phone, sent reminder card — place copy in patient’s chart
Note missed appointment and follow-up steps in chart (Box 6-5)
Continued failure to
121–122
122
16
17
Box 6-5: Charting example
Related ChapterChapter 2 outlines steps taken to terminate physician-patient relationship
In-Class Activities
Read the Legal Tip “Document, Document, Document!” found in the text. Discuss with the class.
Outside Assignments
Page 6-23Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Lecture Outline — Objective 6-7 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
keep appointments should be handled by physician
o May decide to terminate relationship
Legend: Student CD: CD-ROM that accompanies textbook; IRCD: Instructor’s CD-ROM; IRC: Instructor’s Resource Center on thePoint Course&Content Manager; PPt: PowerPoint; SG: Study Guide; DVD: DVD available for purchase. (*) Denotes free video available on the Student CD and on the Instructors Resource Center on thePoint Course& Content Manager.
Page 6-24Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Date:
Learning Objective 6-8: Explain what to do if the physician is delayed.
Lecture Outline — Objective 6-8 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
Call patients with appointments later in the day to alert them and allow the option of rescheduling
Patients in waiting room should be notified immediately
Allow to wait or reschedule
If rescheduling, note reason in patient record
Continue to offer updates
Always keep patients informed Most will understand if
they know they are not ignored or forgotten
122
122
122
17 In-Class Activities Outside Assignments
Legend: Student CD: CD-ROM that accompanies textbook; IRCD: Instructor’s CD-ROM; IRC: Instructor’s Resource Center on thePoint Course&Content Manager; PPt: PowerPoint; SG: Study Guide; DVD: DVD available for purchase. (*) Denotes free video available on the Student CD and on the Instructors Resource Center on thePoint Course& Content Manager.
Page 6-25Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
Date:
Learning Objective 6-9: Describe how to handle appointment cancellations made by the office or by the patient.
Lecture Outline — Objective 6-9 Figures, Tables, and Features
Resources andIn-Class Activities
Outside Assignments/ Evaluation Instructor’s Notes
Content Text PPt
Office cancellations If physician is ill or has
emergency Call patients to
reschedule — don’t tell exact reason
Note in medical record If physician will be out
for an extended period, a locum tenens should be arranged
On-call physicians can stand in
Patient cancellations Note in record Offer to reschedule If patient has ongoing
problem, emphasize importance of regular care
Notify physician of frequent cancellations
Can schedule move-up list patients if schedule is light
122
123
18
18
Figures6-6: Patient making emergency call
Upon completion of all Learning Objectives for Chapter 6:
Instruct students to work through Chapter 6 of the Study Guide.
Have students take the Chapter Self-Assessment Quiz at the end of Study Guide Chapter 6 and submit it at the next class period. You can review the answers as a group in class or grade them individually and return them to the students.
Premium Online Course: Have students work through the exercises in Module 6 of the online course
Legend: Student CD: CD-ROM that accompanies textbook; IRCD: Instructor’s CD-ROM; IRC: Instructor’s Resource Center on thePoint Course&Content Manager; PPt: PowerPoint; SG: Study Guide; DVD: DVD available for purchase. (*) Denotes free video available on the Student CD and on the Instructors Resource Center on thePoint Course& Content Manager.
WARM UPS FOR CRITICAL THINKING – QUESTIONS AND TALKING POINTS
Page 6-26Copyright © 2008 Lippincott Williams & Wilkins
Comprehensive Medical Assisting Chapter 6 — Managing Appointments
You notice that patients typically wait 30 to 45 minutes past their scheduled appointment times because of the physician. How would you approach a physician who chronically runs late? ►A good way to identify the possible reasons for the delays is to discuss the issue at an office meeting. Be sure you pinpoint the specific problem. The chain of command should always be followed. The office manager should be the one to speak to the physician. He should be told exactly what he needs to change. For example, “Dr. Young, do you think you could get here about 15 minutes earlier? We seem to be getting behind and starting on time would help us stay on schedule.” Remember, physicians want their offices to run smoothly. Most will appreciate being part of the solution instead of the problem.
Page 6-27Copyright © 2008 Lippincott Williams & Wilkins