MA Chapter 16: Schedule management Flashcards


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1

Most patients are willing to wait no more than ? minutes to be seen by a medical provider?

20 MINUTES

2

The FIRST step in preparing the appointment book is to?

ESTABLISH THE MATRIX FOR THE APPOINTMENT BOOK

3

Which of the following is the common abbreviation for Pap smear?

Pap

4

The typical amount of time for a complete physical exam is?

30 TO 60 MINUTES

5

Which of the following appointments typically takes 5 to 15 minutes?

FOLLOW-UP OFFICE VISIT

6

A woman going in to the practitioner for a routine prenatal exam can expect the appointment to last?

15 MINUTES

7

A new patient calls the provider's medical office and asks how long the appointment will take. The BEST response is?

30 MINUTES OR MORE

8

The typical time allotted for a routine Pap smear and pelvic exam is?

15 TO 30 MINUTES

9

In-office minor surgery such as a mole removal typically lasts?

30 MINUTES

10

A disadvantage of the open-hours scheduling system is that?

INCREASES THE POSSIBILITY OF INEFFICIENT DOWNTIME FOR THE PHYSICIAN

11

Which of the following appointment scheduling systems allows patients to arrive at their own convenience with the understanding that they will be seen on a first-come, first-served basis?

OPEN-HOURS SCHEDULING

12

The appointment scheduling system that assumes a steady stream of patients all day long at regular, specified intervals is?

TIME-SPECIFIED SCHEDULING

13

The appointment scheduling system that is based on the reality that some patients will arrive late and others will require more/less time than expected with the physician is?

WAVE SCHEDULING

14

The appointment scheduling system in which two or more patients are scheduled for the same appointment time is?

DOUBLE-BOOKING

15

The appointment scheduling system that groups similar appointments together during the day or week is?

CLUSTER SCHEDULING

16

In some specialties, patients may be booked weeks or month ahead in ? scheduling?

ADVANCE

17

Which of the following appointment scheduling systems is also called stream scheduling?

TIME-SPECIFIED SCHEDULING

18

Which appointment scheduling system is also called categorization scheduling?

CLUSTER SCHEDULING

19

In which appointment scheduling system is the number of patients to be seen each hour calculated by dividing the hour by the length of the average visit?

WAVE SCHEDULING

20

A disadvantage of the wave scheduling system is that?

PATENTS BECOME ANNOYED OR ANGRY WHEN THEY REALIZE THAT THEY HAVE APPOINTMENTS AT THE SAME TIME AS OTHER PATIENTS

21

Scheduling four patients to arrive at planned intervals during the first half hour, leaving the second half hour unscheduled, is an example of?

MODIFIED-WAVE SCHEDULING

22

Which type of appointment scheduling system can be helpful if a patient calls and needs to be seen that day but no appointments are available?

DOUBLE-BOOKING

23

Physical exams or procedures such as physical therapy or ultrasound are scheduled only at certain times in?

CLUSTER SCHEDULING

24

An advantage of a computerized scheduling system is that it?

CAN IDENTIFY PATIENTS WHO ROUTINELY ARE LATE, FORGET THEIR APPOINTMENTS OR CANCEL

25

The practitioner has recommended that a patient have an annual physical to include a breast exam. What is the best way to help a patient remember to schedule next year's appointment?

PLACE PATIENTS NAME IN A TICKLER FILE SO WHEN THE TIME ARRIVES, A FORM CAN BE SENT TO REMIND THE PATIENT TO CALL FOR AN APPOINTMENT

26

Appointment reminders include appointment cards, reminder mailings, reminder calls and?

RECALL NOTICES

27

Which of the following appointment reminders is best used for appointments that need to be scheduled 6 months to a year away from the patients current appointment?

RECALL NOTICE

28

Which appointment reminder is especially helpful for patients with a history of late arrivals or no-shows?

REMINDER CALL

29

For which type of appointment reminder does the patient self-address a card when leaving the office that is sent to the patient a week before the scheduled appointment?

REMINDER MAILING

30

Which of the following should you do when scheduling a patient for a fasting procedure?

SCHEDULE THE PROCEDURE AS EARLY IN THE DAY AS POSSIBLE

31

A medical assistant tells a patient that fasting prior to having blood drawn means?

REFRAINING FROM EATING AND DRINKING ANYTHING, BEGINNING THE NIGHT BEFORE THE BLOOD IS DRAWN

32

A patient with ? requires extra consideration when scheduling and should not be scheduled for late morning?

DIABETES

33

The main reason a diabetic patient who takes insulin must eat meals and snacks at regular times it so?

KEEP THE BLOOD SUGAR FROM DROPPING TOO LOW

34

A patient with diabetes whose blood sugar falls too lay may experience?

CONFUSION

35

The best time to schedule a patient who needs a regular appointment such as a prenatal check up is?

ON THE SAME DAY AND TIME EACH WEEK

36

What is the best way to deal with patients who are routinely late for their appointments?

SCHEDULE THEM FOR AN APPOINTMENT TOWARD THE END OF THE DAY

37

The appropriate procedure to follow with a cancellation is?

DRAW A SINGLE LINE THROUGH THE PATIENTS NAME AND WRITE "CANCELED" IN THE APPOINTMENT BOOK BEFORE ENTERING THE RESCHEDULED TIME

38

Yvonne had a cyst removed from her right hand 3 weeks ago. You scheduled her follow-up appointment for 1 week after the surgery, but she did not show up for the appointment. Today she called to say the incision is red and oozing and has a foul smell. She thinks the surgeon messed up and is threatening a law suit, what applies in this situation?

THE PHYSICIAN IS PROTECTED FROM LEGAL ACTION IF A "NO-SHOW" WAS DOCUMENTED WHEN YVONNE MISSED HER FOLLOW-UP APPOINTMENT

39

The appropriate procedure to follow for a patient who misses an appointment is to?

DOCUMENT THE NO-SHOW IN THE APPOINTMENT BOOK AND IN THE PATIENTS CHART

40

What is the best way to handle a practitioner who consistently throws off the office schedule by returning late from lunch?

AVOID SCHEDULING PATIENTS FOR THE FIRST APPOINTMENT AFTER LUNCH WHEN POSSIBLE

41

When scheduling a patient for an outpatient surgical procedure the medical assistant should ? before choosing the facility or surgeon?

CHECK WITH THE PATIENTS INSURANCE COMPANY TO VERIFY COVERAGE

42

Carrie is to be scheduled for an elective outpatient surgical procedure. When you ask if she has a preferred date and time for the procedure, she tells you she would really like to have the surgery done on Monday of Next week because her sister will be in town to help with her care. You check the facility and they have an operating room at 11:30 on Monday however the surgeon scheduled to leave for vacation Monday at noon, what should you do?

EXPLAIN THE SITUATION TO THE SURGEON AND ASK FOR HIS ADVICE

43

A medical assistant can help a practitioner make the most efficient use of his time by?

AVOID OVERBOOKING OR UNDERBOOKING

44

A detailed travel plan that lists dates and times of flights and events, locations and telephone numbers is an?

ITINERARY

45

Another name for a substitute physician who is hired to see patients while the regular physician is away is?

LOCUM TENENS

46

A medical assistant may be responsible for setting up the list of topics to be discussed or presented at a meeting in the order of a presentations. This is called?

AN AGENDA

47

Which patient information would the medical assistant provide when scheduling a patients surgery?

DIAGNOSIS AND INSURANCE INFORMATION

48

What situations can result in the practitioner having large, unused gaps in the schedule?

UNDERBOOKING AND PATIENT CANCELLATIONS

49

What is the best approach to handling patient cancellations?

ATTEMPT TO SCHEDULE ANOTHER PATIENT IN THE CANCELLATION SPOT

50

A patient who is currently in the office needs immediate attention, but the practitioner has been called away to an emergency at the hospital. The best solution is?

MAKE SURE THE PATIENT IS SEEN BY ANOTHER PRACTITIONER

51

What is the common abbreviation for a complete physical exam?

CPE

52

When you are obtaining patient information for an appointment, you should include?

PURPOSE OF THE VISIT

53

What is the standard abbreviation for blood pressure?

BP

54

What is the standard abbreviation for an electrocardiogram?

ECG

55

A patient calls for an appointment because she has had a sore throat for four days. How much time should you schedule for her appointment?

15 MINUTES

56

E-scheduling is another term for?

ONLINE SCHEDULING