Name: ________________________________________
Date: _________________________________________
Procedure 9-1:
Scheduling Established Patients
Objective: Use an appointment scheduling system to schedule patients with efficiency.
Equipment and Supplies: Pencil or pen (if preferred by office management); computerized
scheduling system or appointment book
Affective Behaviors: Affective behaviors provide a professional approach to a skill that enhances
the patient encounter. These behaviors may also display sensitivity to a patient’s rights and
enhance communication. Pay close attention to these skills, which will be in bold, italicized font.
Skills Assessment Requirements
Read and familiarize yourself with the procedure. Complete each procedure within a reasonable
amount of time, with a minimum of 85% accuracy.
Use the area below for any documentation needed to complete the procedure.
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1. Understand the scheduling
system used in your oce.
2. If using computerized scheduling,
log in to the scheduling
system with your user name
and password that have been
previously established. When
scheduling manually, use black
or blue ink, so entries cannot be
erased. All changes should be
crossed out with a single line and
a notation such as R/S to indicate
rescheduled or CX to indicate
3. Before scheduling patients, set
up a matrix by blocking out all
time periods when the physician
is not available (hospital rounds,
vacation, etc.) for appointments.
4. Schedule appointments by
beginning with the first empty
appointment in the morning or
early in the afternoon, and then
fill in the day. Do not schedule
appointments at the end of the day
with large open gaps in between.
5. For computerized scheduling,
access the menu that enables you
to search for the correct patient.
Some systems allow searching by
the patient’s birth date or medical
record number. This decreases
the chances of pulling up the
wrong patient if you have more
than one patient with the same
name. For manual scheduling,
print the patient’s full first and last
name next to the appropriate time
on the schedule. Add Jr. for Junior
and Sr. for Senior if two patients
in a family have the same name.
= 3–6 points
= 7–9 points
Name: ________________________________________
Date: _________________________________________
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6. For computerized scheduling,
verify that the telephone numbers
in the system are correct. If they
are incorrect, take the time right
then to update them. Correct
contact information is necessary
if the oce needs to get in
touch with the patient before
the appointment. For manual
scheduling, ask the patient for
current work and home telephone
numbers, including the area code.
Include a cell phone number if
the patient has one. Write these
numbers next to the patient’s
7. Record the reason for the visit
on the schedule, using accepted
medical abbreviations only.
8. Allow the correct amount of
time for the appointment. If an
appointment will take more than
the minimum time allotted on
the schedule, be sure to adjust
the length of time as needed.
For computerized scheduling,
you may specify the length of
the appointment by entering the
number of minutes, such as 15,
30, or 60 minutes. Some systems
may allow you to highlight the
time blocks on the screen. For
manual scheduling, draw an
arrow to indicate that the patient
requires two or three blocks of
time. In some oces, a line is
drawn across the time blocks.
9. After the appointment is
recorded, repeat to the patient
the date, time, and any special
= 3–6 points
= 7–9 points
Name: ________________________________________
Date: _________________________________________
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10. If the patient is in the oce
while you are scheduling the
appointment, record the
appointment on a reminder
card and hand it to the patient.
Note: In oces where scheduling
is done by computer, follow any
on-screen prompts in addition to
the steps suggested above.
Points Earned
Points Possible 66 66
Percent Grade (Points Earned/
Points Possible)
Instructor Sign-O
Instructor: ______________________________________________ Date: _________________________
Name: ________________________________________
Date: _________________________________________
= 3–6 points
= 7–9 points
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