ch 19 and 22 exam

What information do you need to be able to schedule an appointment for a patient?

name of the patient, phone number of the patient, reason of the visit

when using the scheduling chart notes what information do you need?

the date the note was taken, the time it was taken, name of the patient, phone number of the patient, the reason for the call/visit

what does HEAT stand for?

hear them out, be empathetic, apologize, take action

What are the 4 S’s of clarity?

substance, simplicity, structure, speed

What are the 7 information’s in taking a message?

name of the caller, date of the call, time of the call, call back number, who the call is for, message, MA’s initials

what are 5 common types of phone calls?

appointments, prescription refills, test results, follow-up, professional

What is the most important aspect of scheduling?

learning your doctors habits

What is a matrix?

a system for blocking off unavailable patient appointment times

What does a matrix refer to?

blocking off time slots on a paper schedule with an X

what does buffer mean?

extra time to accommodate emergencies, walk-ins and other demands

What does clustering mean?

grouping similar appointments together

What does double booking mean?

scheduling two appointments at the same time for the same provider

What does walk in / open hours mean?

allowing patients to come in without an appointment during specific hours

What does single booking mean?

scheduling one patient at a time for a specific appointment

What does STAT mean?

immediately

What does streaming mean?

Scheduling patients based on the time requested for their visit

What does wave mean?

scheduling multiple patients to arrive at the same time then seeing them in order as they arrive

What does modified wave mean?

similar to wave scheduling but allows for staggered apointments

How long should appointment schedules be kept?

usually three years depending on state law

what does referral mean?

instruction to transfer a patients care to a specialist

what dose consultation mean?

request for assistance from one physician to another

What does precertification mean?

approved documentation prior to referrals or transfers to another facility

BP

blood pressure

C&C

called and canceled

C

canceled

Cons

consultation

CP

chest pain

CPE

complete physical examination

ECG

electrocardiogram

FU

follow up

inj

injection

Lab

Laboratory

NP

new patient

NS

no show

P&P

pap and pelvic

PT

physical therapy

Re(check mark)

recheck

Ref

referral

RS

reschedule

Sig

sigmoidoscopy

S/R

surface removal

Surg

surgery