Week 10: Wellness Office Scheduling
Last week we kicked off our introduction to wellness offices. This week we will review scheduling requirements of a wellness office administrator and watch how an administrator uses Jane to create a new patient and book them into a schedule.
Types of Scheduling
Fixed scheduling is the most common type of scheduling used within a wellness office. This method is characterized by having set office hours whereby clients are scheduled in a sequential order. For example: A provider may work between 9 a.m. and 5 p.m. with clients booked in every 30 minutes. Pre-booking or advanced booking is required.
Test your knowledge of other types of scheduling in healthcare:
Information Needed to Schedule
Keep in mind that while working in a wellness office you may be responsible for not only supporting more than 1 provider, but more than 1 type of provider. Each healthcare professional may require different scheduling considerations.
- Time units: the time interval used to schedule appointments e.g. every 10, 15, 30 minutes
- Double booking: booking 2 clients in at the same time or during overlapping intervals. This may not be possible for some providers, and for others, only available for certain types of services.
- Length of time: based on the level of complexity of treatment e.g. initial assessment, follow-up visit, post-concussion treatment
- Virtual: consultations or treatment provided remotely
- Time between: the amount of time (if any) required to buffer between scheduled appointments
Wait List
A wait list is a common component of any wellness office.
What is it?
- A list of clients who wish to receive appointments with a particular provider, or during particular days/times
- Clients are added to a waitlist when they cannot receive the appointment they prefer
Purpose?
- In the event of a cancellation, administrators can use the waitlist to fill gaps in the provider’s schedule
- Maximizes revenue for the office
- Clients are able to receive earlier appointments
Cancellation Policy
The cancellation policy is another common component of any wellness office
What is it?
- A fee that is charged to clients who cancel late or do not show to an appointment
- Most cancellation policies require at least 24-48 hours notice
- Some charges are a flat fee while others require the cost of the appointment
- These fees are not covered by insurance and must be paid out of pocket by the client
Purpose?
- Reduce the frequency of late cancellations or no-show appointments
- Helps convey the message to the public that the provider’s time is valuable
Administrative reminders:
- Ensure you provide documentation or reminders to clients informing them of the office policy
- Document communications, warnings, or charges
Reminder Notices
Don’t forget!
Infection Control
Last week we discussed the scope of practice for a wellness office administrator. Some common tasks include cleaning, infection control, and inventory management. Let’s explore infection control in more detail.
- Infection control has always been a priority in healthcare environments. However, since the pandemic, the CDC (Centre for Disease Control and Prevention) has implemented policies for all healthcare facilities.
- Policies: should be provided to clients and the public outlining infection control practices
- Screening: clients should be screened before or upon arrival for an appointment
- Inventory: administrators should ensure the office has the necessary PPE and cleaning products
- Regulatory bodies for healthcare professions may also highlight additional requirements. As an administrator, it is recommended you review the regulatory guidelines for the professions employed within your office.
References
Artera. (2022, November 4). 9 ways to improve patient scheduling – guidelines and efficiency. https://artera.io/blog/improve-patient-scheduling/
Centers for Disease Control and Prevention. (2021, October 18). Standard operating procedure (SOP) for triage of suspected COVID-19 patients in non-US healthcare settings: early identification and prevention of transmission during triage. https://www.cdc.gov/coronavirus/2019-ncov/hcp/non-us-settings/sop-triage-prevent-transmission.html
Davis, C.P. (2021, March 29). Medical definition of triage. MedicineNet. https://www.medicinenet.com/triage/definition.htm
