Page 42 - 2020 Risk Reduction Series Effective Systems_Part 1_Flipbook

SVMIC Risk Reduction Series: Effective Systems

elderly and disabled patients may require more staff time or

special accommodation; physical exams may require more

physician time. The staff should monitor the appointment
schedule frequently to minimize wait time and avoid scheduling
multiple patients who require extra time in the office at the

same time. The “new patient” brochure/letter and practice

website should provide patients with guidance on appointment
scheduling. In the event that a patient feels that his/her problem
warrants an earlier appointment, the staff should offer to

communicate the patient’s health problem to someone in the

clinical department to triage for the best appointment option.

All office staff, including physicians, should make every effort

to adhere to a timely schedule. Patients have little tolerance
for “wait times” in excess of 15–20 minutes. If the physician is

running behind, the patient should be informed and given an
opportunity to reschedule. Patients should be notified as soon

as possible if changes in the schedule must occur. Confirmation
calls 1-2 days prior to the patient’s appointment provides both

the reminder notification of the upcoming appointment and
opportunity for the patient to reschedule if necessary. This

reduces the incidence of patient no-shows.

If it is the practice’s policy to turn away late-arriving patients, or
patients who do not pay his or her copay or deductible amounts
during the check-in process, it is important that the staff know

they need to first obtain physician approval before the patient is

denied the appointment. This will eliminate the possibility that
a patient in a medical crisis fails to be assessed appropriately
prior to leaving the office. Additionally, scheduling staff should

be advised that any request from a patient for a same-day visit

for an acute problem that cannot be accommodated should be

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