Faculty Practice Plan Life of a Charge Process

FACULTY PRACTICE PLAN LIFE OF A CHARGE PROCESS

Function: Patient Enters

Task(s): Greet the Patient Indicate approximate Wait Time Perform re-scheduling functions when necessary Record Patient Service Improvement Request

Measurement/Report:Wait Time Cancellation Report from PM system summarizing cancelled and rescheduled appointments that needed letters printed

Standard: 0 Patient Service Improvement Letters sent to patients

Policy and Procedure

Purpose: To ensure the patient is acknowledged immediately upon presenting to the front desk/check-in area and advised of any extended wait times.

Policy: To adhere to an “optimal patient service” mission whereby the patient is greeted respectfully and expediently.

Procedure:

1. The front desk staff member will be positioned so he/she is always facing the reception area.

2. When the patient presents to the front desk/check-in area, the front desk staff member will instruct the patient to complete the PATIENT SIGN-IN SLIP and place in the designated area.

3. The front desk staff member will confirm the patient appointment by accessing the Appointment Manager. The front desk person will greet the patient and verify the appointment time.

EFFECTIVE DATE: ______AUTHORIZED: ______REVISION DATE: __03/19/14 ______AUTHORIZED: Dir, Prac Mgmt 1 4. The front desk staff person will indicate to the patient whether or not the physician is on time by stating, “Dr. physician’s name, is running on-time, we can check you in”. If the wait time to see the physician is greater than 15 minutes beyond the scheduled appointment time, the front desk staff person will indicate to the patient the approximate wait-time by stating, “Dr. physician’s name, is running approximately 15 minutes behind schedule, if that is alright with you, we can check you in now”.

5. If the patient indicates the wait-time is not satisfactory, the front desk staff person will offer the following options:  An appointment later in the day - if the appointment is in the morning, the afternoon schedule should be reviewed to see 1.) if the first appointment after the lunch break is available 2.) if any open slots appear in the afternoon.  Re-scheduled appointment for another day – ensuring the patient will have the first appointment in the morning or first appointment after the lunch break. The front desk staff person will indicate on the appointment schedule that this was a re-scheduled appointment due to long wait time.  To place the patient on a wait-list. If a cancellation occurs, the patient will be notified.

6. If the appointment is rescheduled or cancelled and not rescheduled, due to wait time, the front desk staff person will cancel the current appointment in the PM scheduler system using the appropriate cancel code in the cancellation comment field:  CAWT - Cancelled/did not reschedule due to wait-time  REWT - Rescheduled appointment due to wait-time

7. On a weekly basis, the appointed physician office staff member will produce the Re-Scheduled Appointment Letters from the practice management system for the physician’s signature. Once signed, and prior to mailing, the letter should be scanned into the EMR for storage.

EFFECTIVE DATE: ______AUTHORIZED: ______REVISION DATE: __03/19/14 ______AUTHORIZED: Dir, Prac Mgmt 2 CAWT

Practice Letterhead

Today’s Date

Patient Name Patient Address Patient City, State Zip

Dear Mr./Mrs./Ms. Patient Last Name,

Your originally scheduled appointment with me on appointment date at appointment time was cancelled and not rescheduled. Unfortunately, several patients scheduled earlier in the day required more time than what was anticipated and you were not able to wait.

I am committed to achieving the highest standards in all facets of medicine, including adhering to a daily appointment schedule. I apologize for this inconvenience.

I understand that you chose not to reschedule prior to leaving our office. I am hopeful that you re-consider returning to our office in the future, and as such, I look forward to taking care of your health care needs, now and in the future.

Sincerely,

Dr. Last Name of physician

Cc Patient Chart

EFFECTIVE DATE: ______AUTHORIZED: ______REVISION DATE: __03/19/14 ______AUTHORIZED: Dir, Prac Mgmt 3 REWT