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Chapter 9 Urinary and Reproductive Systems 191
Online Resources for Students
Resources for students available on thepoint.
lww.com include the following:
● Audio Glossary
● Animations
Exercises and Activities
Certication Preparation Questions
1. Which of these is necessary for controlling the
reabsorption of water in the kidney?
a. ADH
b. FSH
c. HRT
d. hCG
e. LH
2. Which of these terms is associated with a urinary
infection?
a. Albuminuria
b. Ketonuria
c. Pyuria
d. Glycosuria
e. Anuria
3. What condition is associated with the buildup of
nitrogenous waste in the blood?
a. Enuresis
b. Edema
c. Anuria
d. Nocturemia
e. Uremia
4. Which of these is the functional unit of the
kidney?
a. Renal pelvis
b. Medulla
c. Nephron
d. Cortex
e. Loop of Henle
5. The term used to describe the location of the
kidneys is:
a. medioperitoneal.
b. anteroperitoneal.
c. subthoracic.
d. retroperitoneal.
e. suprapubic.
● Competency Evaluation Forms
● Harris CareTracker Case Studies
● Interactive Games & Activities
● Certication Preparation Question Bank
● Videos
6. Which of these is a condition of having an
undescended testicle?
a. Phimosis
b. Cryptorchidism
c. Testicular torsion
d. Epididymitis
e. Orchitis
7. BPH is a condition that involves enlargement of
the:
a. penis.
b. testis.
c. prostate.
d. epididymis.
e. bulbourethral glands.
8. Which term is used to describe painful or difcult
menstruation?
a. Amenorrhea
b. Dysmenorrhea
c. Menorrhagia
d. Menopause
e. Premenstrual syndrome
9. Which term is used to describe the condition
when there is growth of uterine lining outside the
uterus?
a. Vaginitis
b. Salpingitis
c. Cervicitis
d. Fibroids
e. Endometriosis
10. Which abbreviation is used to express the due date
of the baby?
a. EDC
b. FSH
c. HRT
d. LMP
e. hCG
Section III
Administrative
Medical Assistant
Skills
Appointments and
10
Schedules
Chapter Objectives
● Relate the basics of appointment scheduling and
management.
● Describe the systems used for scheduling
appointments.
● Identify the factors that affect appointment scheduling.
● Follow a set of steps to schedule new patients and
return visits.
● Specify three ways to remind patients of
appointments.
● Explain how to triage patient emergencies, acutely
ill patients, and walk-ins.
● Understand how to handle late patients, delays,
cancellations, and missed appointments.
● Schedule inpatient and outpatient admissions and
procedures.
● Make referral and consultation appointments with
other physicians.
● Follow third-party guidelines to schedule tests and
other procedures.
● Schedule hospital admissions for patients.
CAAHEP & ABHES Competencies
CAAHEP
● Discuss pros and cons of various types of
appointment management systems.
● Describe scheduling guidelines.
● Recognize ofce policies and protocols for handling
appointments.
● Identify critical information required for
scheduling patient admissions and/or
procedures.
● Manage appointment schedule, using established
priorities.
● Schedule patient admissions and/or procedures.
ABHES
● Apply scheduling principles.
● Scheduling of in- and outpatient procedures.
● Understand procedures for hospital admission and
procedures.
193
194 Section III Administrative Medical Assistant Skills
Chapter Terms
Acute
Chronic
Clustering
Constellation of
symptoms
Consultation
Double-booking
Fixed scheduling
Itinerary
Matrix
Abbreviations
CPE
EMS
Case Study
Matthew McNeil, a new patient (NPT), is calling your
clinic to schedule an appointment. As Judy Simmons,
medical assistant, questions Mr. McNeil about the
ER
NPT (NP)
Modied wave scheduling
Precertication
Preferred provider
Referral
Streaming
OV
STAT
purpose of the visit, she learns that he was referred
by Dr. Linda Jones for treatment of his hypertension.
He would like an appointment this week.
Third-party payers
Wave scheduling
Patients call the ofce for a variety of appointments.
You are probably familiar with some of them. Patients
may require same-day appointments for acute illness
or minor injury; others may be calling for routine care
appointments, such as annual physicals or diabetic maintenance, weeks to months from today. Additionally, there
may be times when patients call with an urgent or even
emergency situation. You must handle such calls with
calm professionalism. Your clinic may have protocols to
follow utilizing basic guidelines. If you are handling an
urgent or emergency case, rst nd out what the issue or
concern is and then obtain a phone number and location.
You can continue to evaluate the situation after you have
the critical information (phone number and location). If
the situation is a true life-threatening emergency, try to
keep the patient or caller on the line while you activate
EMS (9-1-1). If the situation is urgent, try to schedule the
patient as soon as possible that day. Many clinics leave
open time slots during the day for urgent need cases.
C
O
G
BASICS OF APPOINTMENT
SCHEDULING AND
MANAGEMENT
The key to an efciently run clinic lies in your hands.
No medical clinic can run smoothly without a good system for scheduling appointments. The medical assistant
must utilize care when scheduling to insure that an
appropriate amount of time is reserved and that necessary equipment or rooms are available. For example,
if your clinic maintains one set of surgical instruments
you would need to schedule your surgical procedures
to allow adequate time for cleaning and sterilization of
the instruments. If someone were to schedule back-toback surgeries, the equipment would not be ready and
a serious delay would occur. You’ll learn more about
effective scheduling practices and ways to avoid timewasting problems in this chapter. Of course, every ofce
will have emergencies, delays, and unexpected schedule
changes. In this chapter, you’ll also learn how to manage
these challenges in an efcient and professional manner.
C
O
G
There are two ways of scheduling appointments for
patients: manual or computerized.
APPOINTMENT
SCHEDULING SYSTEMS
Case Question
A
F
F
If the medical assistant is not familiar
with that doctor’s name, how should
she ask the patient about the doctor?
Chapter 10 Appointments and Schedules 195
In a manual system, each patient’s appointment is
r
handwritten into an appointment book using a pencil
or pen.
In a computerized system, a medical software pro-
r
gram is used to schedule patients into an electronic
appointment book that is stored on the computer.
The method you use may depend on the size of the
practice and preference of the physicians/managers. A
large medical practice will have many providers who see
patients by appointment. These providers could include
physicians, physicians’ assistants, nurse practitioners,
physical therapists, and other health care professionals.
Determining the best system for your clinic will
require looking at all the factors. For example, are you
the only person responsible for scheduling or is there a
team of schedulers? After exploring the factors and the
needs of the clinic, select the system that will work best
for your situation.
Manual Scheduling
Some clinics may schedule all appointments manually,
even if the other systems used in the ofce are computerized. As previously discussed, this method will require
the use of an appointment book.
The Appointment Book
To schedule patients in a manual system, the rst thing
you’ll need is an appointment book. This book will contain enough pages to record all patient appointments
over a set length of time—usually a year. You may want
to see a full week of appointments across the book’s two
facing pages when the book is open. You may prefer an
appointment book with pages that show 1 day at a time.
Some appointment books even have a different page
color for each day of the week. You would nd this feature helpful if you had to ip forward in the book 3 weeks
to make an appointment on a Wednesday, for instance.
If you work in a clinic with more than one provider,
an appointment book with a page for each day is usually preferred. Each page will have a column for each
provider. If your ofce requires a lot of patient information when scheduling, the book pages should be large
enough to contain all the information.
In some ofces, each doctor has their own appointment book. Appointment books come in many different
colors, and each physician can have a specic color.
Appointment Book Standards
Any appointment book should meet these standards:
The book should be divided into units of time that are
r
appropriate for your ofce. Some ofces may schedule patients every 10 minutes. Other ofces may prefer 15-minute or 20-minute intervals.
The book should lie at on your desk when you’re
r
using it. It should be easy to put back into its storage
space when not in use.
Each appointment space should be large enough for
r
you to write in all the information your ofce requires.
This should include at least the patient’s name, phone
number, and the reason for the visit.
The Matrix
Before scheduling appointments, you’ll need to set up
a matrix. You do this by blocking out the times providers are not available for appointments. Some of
these times—such as lunch, for instance—may be the
same every day. Other times providers are not available
may repeat on the same day each week—meetings, for
instance. You should insure that the schedule reects the
times that your physicians are available to see the patient.
Never assume that everyone knows the physician’s
schedule as this could result in patients being scheduled
for times when a provider is not available. When creating a matrix, it is also helpful to block out hours that
the ofce is closed. For example, if on Wednesdays your
clinic is open from 7:00 to noon, you would block
off from noon to the end of the day.
You’ll have to block out other times, too, on a caseby-case basis, for vacations, business meetings, and so
on. It’s also a good idea to block off time in each provider’s schedule as “catch-up” time for urgent or emergency
appointments and delays.
The appointment system or book is important for more
than just scheduling appointments. Along with the notes
in a patient’s chart, it provides evidence of a patient’s ofce
visits. It also shows changes such as missed and rescheduled appointments. That information could help protect
a physician in legal disputes like those you read about
in the chapter on Law and Ethics. The medical assistant
is responsible for insuring that the appointment book is
professionally maintained including the accuracy of its
content. Figure 10-1 shows a typical page from a manual
appointment scheduling book with the matrix built.
Case Question
A
F
F
closed for the lunch break, how should the medi-
cal assistant handle this situation?
If the patient in the case study says the
only time he can come for an appointment time is at noon when the ofce is
Computerized Scheduling
Most software packages available for medical ofce management include a system for appointment scheduling.
Using a computer to create schedules is helpful because it
196 Section III Administrative Medical Assistant Skills
HOUR Dr. Jones Dr. Smith Dr. Stowe Lab
8
00
815
830
845
Sam Johnson
900
555-2222
915
930
945
10 00
10 15
10 30
10 45
11 00
11 15
11 30
11 45
12 00
12 15
12 30
12 45
100
115
130
145
200
215
230
245
300
315
330
345
400
415
430
445
500
515
530
545
600
615
630
645
700
Mandy Melton
Diana Harris
Ray Ware - suture
Stan Gray
N
O
T
E
S
Recheck
Recheck
removal
Recheck
Lunch
CPE
THURSDAY, APRIL 11
Sue Dalton
Recheck Jim Hunt - FBS
Don Stephens
Recheck
Jewel Cherry
555-4444
CPE
Tony Disher
Kindergarten PE
Joe South
Recheck
Alice Cook
Recheck
Susan Hill
Work injury
555-1111
ref by Prime Care
John Biggs
Recheck
off
Hospital Rounds
Tony Bay
Sally Taylor
Shirley Teague
Jennifer Gibson
Lunch
Figure 10-1 Sample page from manual appointment
book. (Reprinted from Kronenberger J, Ledbetter J.
Lippincott Williams & Wilkins’ Comprehensive Medical
Assisting. 5th ed. Philadelphia, PA: Wolters Kluwer; 2016.)
saves time. For example, you only have to enter routine
information for a matrix one time—such as lunch every
day at noon, hospital rounds on Tuesdays from 9:00 to
11:00 , and so on. You can also add a patient appointment, add a patient to the waiting list, and view the calendar or search for available times with just one click. Leaving
catch-up time in the schedule makes it easy for you to t in
last-minute appointments and emergency visits.
To use the search feature, all you have to do is enter the
date. The computer then shows the schedule for that day.
Times available for appointments will be highlighted. A
computerized system also makes scheduling for multiple
physicians easy; you simply enter the physician’s name or
code and their schedule will be viewable. Additionally,
visits could be assigned codes designating specic time
allowance; for example, an NPV (new patient visit) would
block more time than an RPV (routine established patient
visit). Additional codes could be assigned based on the
practice specialty. See Figure 10-2, which is a screenshot of
a section of a computer-generated appointment schedule.
C
O
G
FACTORS THAT AFFECT
SCHEDULING
There’s much more to scheduling appointments than just
matching patients to time slots and hoping everything
Figure 10-2 A computer-
generated appointment
schedule. (Courtesy of Harris
CareTracker.)
Chapter 10 Appointments and Schedules 197
goes smoothly. Before you make an appointment, you
should review the schedule and do the following:
Evaluate the patient’s needs.
r
Respect the physician’s needs.
r
Consider the ofce’s limitations.
r
The Patient’s Needs
Most of the calls received are to make appointments
and will be routine. Some patients, however, may be
shy, anxious, embarrassed, or fearful about their medical problem. You can assist them best by maintaining a
polite, friendly, and professional attitude. Here are some
questions you should ask the patient when scheduling
an appointment:
Why do you wish to see the physician?
r
Is the problem acute (a sudden onset) or chronic
r
(long-standing)?
How long have you had the symptoms?
r
How severe are the symptoms?
r
When is the best time for you to come to the ofce?
r
(Try to meet the patient’s time requests, if you can;
however, don’t overload the schedule.)
Do you have any special needs, such as community
r
van services, that we should keep in mind when making your appointment? (Some community van services
operate only during certain hours.)
Do you need to see other ofce staff while you’re here?
r
Does your insurance provider have any requirements
r
that we should know about?
When scheduling an ofce visit (OV), it is also a great
opportunity to collect insurance information to verify that
the clinic participates in the patient’s plan. Explanation of
the clinic’s payment requirements should also be reviewed
so that the patient is prepared.
The Provider’s Needs
Remember to keep these items in mind when creating
your matrix. Not all physicians will need time to handle
all of the tasks listed, so you will need to learn which
items apply to your physician. Physicians on the staff at
a teaching hospital may require extra time for clinic conferences and other teaching duties. You should incorporate time for each of the items utilized into your matrix.
In your position as a medical assistant, you can have a
positive effect on the provider’s schedule. Clinical duties
performed by you, such as removal of sutures or administration of injections, give the physician more time to
see patients.
You should ask the physician their preference in handling unscheduled ofce visitors who are not patients.
For example, the physician may want to be told immediately if another physician comes to the ofce. Staff
persons may be asked to meet with sales representatives
who drop by unexpectedly. If the physician wants to
meet with the person, ask them to schedule an appointment when the physician can meet with them. Also, sales
and pharmaceutical representatives will drop in frequently with information about new products and samples. Know your ofce’s policy on handling sales calls.
Physical Facilities
The ofce’s available facilities will also affect how you
manage the appointment schedule. For example:
How many providers are there?
r
How many examination rooms are there?
r
Is more than one set of instruments available, or must
r
the same instruments be sterilized between procedures?
How long does a procedure normally take?
r
You wouldn’t schedule two patients for a sigmoidoscopy at the same time if there were only one room
equipped for the procedure. Nor would you want to schedule the second patient 15 minutes if the procedure requires
30 minutes to complete.
Patients should be scheduled according to the guidelines
set by the physician/ofce manager. These guidelines
should be reviewed periodically to insure their effectiveness. If providers consistently fall behind in their schedule, a time allotment review is in order. Learning your
provider’s work patterns and habits allows you to control the schedule more efciently.
The physician’s schedule should also allow time for
completion of other tasks. You may need to allow time
for the physician to:
Receive and return phone calls
r
Review lab reports and other test results
r
Dictate chart notes and letters
r
Meet with other physicians
r
Meet with representatives from drug companies and
r
medical suppliers
Visit hospital patients admitted by the physician
r
C
O
G
Most ofces use some type of structured appointment
system for scheduling visits. Patients are assigned a specic time on the schedule and allowed a set period for
care. You’ll probably use one of these methods for scheduling appointments:
r
r
r
r
r
appointments effectively, get to know all of the procedures the ofce staff performs.
TYPES OF SCHEDULING
Fixed scheduling
Streaming
Double-booking
Wave and modied wave
Clustering
Methods can also be combined. To help schedule
198 Section III Administrative Medical Assistant Skills
Fixed Scheduling
You’ll probably use some form of xed scheduling.
In xed scheduling, each hour usually is divided into
four 15-minute appointment slots. This is still the most
common method of scheduling appointments. But if
you don’t do it well, xed scheduling can have several
disadvantages.
The patient may need more time than you scheduled.
r
You can help prevent this by nding out the patient’s
needs before you make the appointment. Knowing why
the patient is coming to see the physician will tell you
how many issues the physician must deal with. Then
you can assign the number of time slots you think the
patient will need. This practice is called
Patients who are late can disrupt the schedule by back-
r
ing up the day’s ow. One way you can handle this is to
schedule patients with a history of lateness toward the
end of the day. You also can tell such patients to arrive
15 or 30 minutes before their actual scheduled time.
Patients who don’t show up for their appointments
r
can cause problems by wasting providers’ time. You
can use double-booking to avoid this problem.
How Much Time to Allow
streaming.
they switch. When you use this method, the appointment slot isn’t completely empty if one of the patients
doesn’t show up.
Wave Scheduling
Many ofces use a form of wave scheduling or change it
in some way to t their special needs. With wave scheduling, you schedule several patients for the same time.
For example, you would give all patients to be seen
in an hour the same appointment time, for instance,
11:00 . Then, the physician takes the hour seeing
these patients in the order they arrived.
The advantage of this system is that the physician
isn’t hurried to see patients at specic times. The disadvantage is that some patients may have long waits.
Modied Wave
The wave method has been modied, or changed, in
many ways. One change is to ll the rst half of each
hour with one major appointment, such as a physical
examination. In the second half hour, you would schedule three or four brief recheck or follow-up visits.
Here’s another way you can use modied wave
scheduling.
A number of things can inuence how much time you
should allow for a patient’s appointment. Factors, as
previously discussed, include the number exam rooms,
number of providers and equipment needs. Here are a
few typical services and approximately how much time
you should give for each:
Complete physical examination: 1 hour
r
School physical: 30 minutes
r
Recheck: 15 minutes
r
Dressing change: 10 minutes
r
Blood pressure check: 5 minutes
r
Patient teaching: 30 minutes to 1 hour
r
Streaming
Streaming patients helps reduce schedule backups as
well as gaps in time. You assign appointment lengths
based on patients’ needs. For example, you might give
a patient coming in for a complete physical an hourlong appointment—that is, four 15-minute time slots. A
patient in for a blood pressure check would get just one
time slot, or 15 minutes. And you might even doublebook that time slot.
Schedule half the number of patients the physician
r
can see in an hour for the beginning of the hour.
Schedule a third of the number of patients the physi-
r
cian can see in an hour at 20 minutes past the hour.
Schedule the rest of the hour’s patients at 40 minutes
r
past the hour.
Table A
1:00 Larry Jones 555-4321 headaches
1:15
1:30 Frank Ness 555-1234 follow-up
1:45 Rick Smith 555-8976 cast removal
Nancy Wilson 555-7681 recheck throat
Peter Paulson 555-9919 BP check
Table B
1:00 Frank Ness 555-1234 follow-up
Dorothy Close 555-4321 CPE
Larry Jones 555-3124 headaches
1:20 Rick Smith 555-8976 cast removal
Nancy Wilson 555-7861 recheck throat
1:40 Peter Paulson 555-9919 BP check
Double-Booking
When you double-book, you schedule two patients
in the same time slot with the same physician. One
sees the physician while the other goes for tests or is
served by another applied health professional. Then
The appointment schedules shown in Tables A and B are two
methods of modied wave scheduling. Note that one patient
seen in method B could not be scheduled using method A.
That’s because a complete physical examination (CPE) is a
major appointment, and method A allows only one major
appointment per hour.
Clustering
Clustering is the practice of grouping patients with similar
problems or needs. Some medical ofces reserve certain
times or days for certain activities, such as physical examinations or other activities. For example, a pediatrician’s
ofce might have you schedule vaccinations only on certain days of the week. If you’re working in an OB-GYN
practice, the physicians might see pregnant patients in the
mornings and other patients in the afternoons.
Remembering Appointment Types
You can use the name of each type of appointment to
help remember how it works.
Fixed scheduling: Something that is “xed” is stuck
r
or attached to one place. In this method, patients are
attached or stuck into one appointment slot.
Double-booking: Double means two. In this case, two
r
patients are given the same appointment slot.
Streaming: Like rivers, some streams are long and
r
others are short. When patients are streamed, their
appointment times are of different lengths too.
Wave: Picture all patients arriving at once, as if they
r
were being swept into the ofce on a big ocean wave.
Clustering: A “cluster” is things of the same kind that
r
are bunched together. In clustering, patients with similar needs are seen in the same time period—bunched
together in a “cluster.”
Another use of clustering is that you might schedule
certain tests, such as sigmoidoscopies, only at certain
times of the week. Clustering has several advantages.
It makes the best use of special equipment.
r
Patients with similar problems can be educated at the
r
same time.
The schedule is easier to manage.
r
It makes the use of staff time more efcient.
r
You can combine clustering with xed scheduling,
wave scheduling, or modied wave. You also can combine
double-booking with this and other forms of scheduling.
C
O
G
Some patients will call for appointments. Others will
schedule their appointments in person. Whatever the
method, you should always be professional, pleasant,
and helpful.
ing and again in the afternoon. Late arrivals and other
delays often will upset the schedule. These open time
slots can help the schedule “catch up” again. They also
create time for emergencies, last-minute appointments,
or walk-in patients.
SCHEDULING GUIDELINES
Leave a few open appointment times in the morn-
Chapter 10 Appointments and Schedules 199
Cultural Connection
When scheduling a new patient, you should ask
the patient’s native language and determine if an
interpreter is needed. Communication is the key in
quality patient care. A family member may be making the appointment for the patient, so you can ask
if there will be someone accompanying the patient
to the appointment. When communicating with
patients who are not comfortable with the English
language, speak slowly, not loudly. Remember, this
person may have a hard time understanding the
language but is not hard of hearing. Although it
may be accepted in the United States to refer to
someone by their rst name, in most countries it
is respectful to always use the person’s last name
when addressing them.
Appointments for New Patients
Most appointments for new patients are made by telephone. You must have very good communication with
the patient at this time. It’s critical that you record the
patient’s information accurately.
Case Question
A
F
F
information should be collected from Mr. McNeil
at the time he makes his appointment?
It is likely that your ofce will have its own procedures for making new patient appointments. Some
ofces might even have you follow a script to make sure
it’s done right. Critical information includes patient’s
legal name (correct spelling), patient’s preferred name
(if different from legal name), billing address, date of
birth (DOB), social security number, (SSN), insurance
information, referring physician’s name (if applies),
and reason for the visit. It is extremely important
that insurance information be veried to insure that
your practice participates in the patient’s plan. You
will also need to determine if an insurance referral is
required.
If there’s enough time before the appointment, mail
or e-mail an ofce brochure and new patient forms to
the patient. The patient can complete the forms and
bring them in at the appointment. It saves time if the
form doesn’t have to be lled out at the ofce.
Recall the case study, Mr. McNeil is
an NPT referred by another physician
for treatment of his HTN. What critical
200 Section III Administrative Medical Assistant Skills
Appointments for Established Patients
The physician may tell a patient to return for a followup visit. Most return appointments are made before the
patient leaves the ofce. Always write the patient’s phone
number on the appointment schedule. Emergencies happen, and schedule changes are easier if the patient’s
phone number is handy.
C
O
G
In most ofces, you’ll be asked to prepare a daily schedule of appointments. You can use computer-scheduling
software to print out these schedules.
other staff members. Place the next day’s schedule on
the physician’s desk before he or she leaves for the day.
Give next week’s schedule to the physician before leaving on Friday.
schedules:
THE DAILY SCHEDULE
Make a schedule for each provider with copies for
You should include the following information on these
Next day’s patient appointments
r
Physician’s hospital rounds
r
Physician’s surgery schedule
r
Professional or business meetings
r
Personal appointments that are on the schedule
r
If you work in an ofce that uses computer scheduling, you may need to create and print a weekly schedule
as well. Many ofces create a weekly schedule in case of
a computer “crash” that erases important information. If
you have a weekly schedule printed, you will still have a
fairly accurate record of appointments. The schedule may
change as the day progresses. Remember to give everyone
any corrected copies of the schedule that you distribute.
C
O
G
PATIENT REMINDERS
Patients are less likely to miss an appointment when
they are reminded of it. Medical ofces use appointment cards, telephone calls, emails, and mailed cards
to help patients remember upcoming visits. When calling patients, use the term “conrming” as opposed to
“reminding.” Patients could be offended by the fact that
you are calling to remind them of an appointment as it
could imply that they are forgetful. Conrming implies
that you are just insuring that your records are correct.
Appointment Cards
Figure 10-3 An appointment card will help the patient
remember his or her appointment and reduce no-shows.
(Reprinted from Kronenberger J, Ledbetter J. Lippincott
Williams & Wilkins’ Comprehensive Medical Assisting.
5th ed. Philadelphia, PA: Wolters Kluwer; 2016.)
The card should have the following information on it:
The patient’s name
r
The day, date, and time of the next visit
r
The physician’s name and phone number
r
Laila Hudson
has an appointment with
DONALD L. MYERS, M.D.
NEUROLOGICAL SURGERY
233 SOUTH SIXTH STREET, FIRST FLOOR
PHILADELPHIA, PENNSYLVANIA 19106
(215) 627-4380
on
2:00 Tues. April 5 6
time weekday month date
If your plans change please notify the office at least 24 hours in advance
,,201,
You should give the patient a card showing his or her
next appointment when they leave the ofce. Figure10-3
demonstrates the receptionist assisting a patient by providing a reminder card for her next appointment.
Figure 10-4 Sample appointment reminder card.
(Reprinted from Kronenberger J, Ledbetter J. Lippincott
Williams & Wilkins’ Comprehensive Medical Assisting.
5th ed. Philadelphia, PA: Wolters Kluwer; 2016.)