Term
| All calls should be answered in how many rings? |
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Definition
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Term
| Telephone Messages Log should include |
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Definition
name of person message is for
name of person calling
callers phone number
reason for call
action taken by whoever took the call
date and time call was received
initials of person taking the call |
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Term
| Procedure if wrong number is called |
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Definition
verify the phone number with the person answering the call
apologize
if long distance call the operator to credit the office account |
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Term
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Definition
Pacific Time (1:00)
Mountain Time (2:00)
Central Time (3:00)
Eastern Time (4:00) |
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Term
| Methods of Scheduling: Open-office hours |
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Definition
Clinic is open only for a specific time period
patients seen in order of arrival (except emergencies which are seen first)
least efficient method of scheduling
common among urgent care centers |
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Term
| Methods of Scheduling: Flexible office hours |
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Definition
clinic open at odd hours in addition to normal office hours - such as early mornings 1 day a week
each patient given specific time and day for appointment
does not accommodate unplanned illness or accident |
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Term
| Methods of Scheduling: Wave |
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Definition
short-term flexibility within each hour
assumes average time for each appointment will average out over the day
patients scheduled on the hour (i.e. 4 per hour for 15 minute blocks) and seen in order of arrival
waiting times are variable |
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Term
| Methods of Scheduling: Modified Wave |
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Definition
| appointments are staggered throught the hour |
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Term
| Methods of Scheduling: Grouping |
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Definition
| Similar procedures such as Pap smears are scheduled at specific times (i.e. always on Wednesday between 1-4) |
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Term
| Scheduling PRocedures: Establish a Matrix |
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Definition
block out times provider is not available
establish buffer time in the morning and afternoon for catch-up |
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Term
| Appointment Problems: Patient habitually late |
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Definition
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Term
| Appointment Problems: Consecutive Appointments |
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Definition
| schedule at same time and day (different dates) for easy remembering |
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Term
| Appointment Problems: Cancellations |
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Definition
| Immediately offer new appointment time |
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Term
| Appointment Problems: Missed appointments and No-shows |
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Definition
prevent with reminder call the day before
patient may legally be charged for appointment
habitual no shows may result in discharge from care
note all missed appointments in patients chart and the appointment book |
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