Page 35 - 2022 Risk Basics - Systems

SVMIC Risk Basics: Systems

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
referred to the physician for direction. Regardless, it is important to note

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