Unit M:
Informational Services
Objectives
• 2H13.- Apply business skills in
healthcare settings.
– 2H13.01- File records using the
alphabetical and numerical system.
– 2H13.02- Use telephone and other
scheduling techniques.
Alphabetical Filing:
Normally used in telephone
books.
Put into units FIRST
Ex.: T.S. Elliot
Has 3 units-Then index- last
name first (ex. Eliot, T.,S.)
Organizations and Businesses
in order they are written.
ex: American Red Cross
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Exception: If Owner's name is the name of
business, then follow name rules
The T.S. Eliot Company is filed as Eliot, T., S.,
Company
Alphabetical Filing:
• Of, and, at, the, on, a,
an are not indexed put them in ( ).
• Nothing comes before
something.
• Prefixes are treated as
parts of names.
Kim Kennedy, MD
Kim L. Kennedy, M.D.,
Alphabetical Filing
• After indexing, follow
strict alphabetical
order, use as many
letters as needed to file.
Hyphenated names are
considered as one unit.
Which would be filed
first?
Sally Joe Stevens
Sherman Smith-Jones
Sharita St. James
Sharon Smithson
The Little Medical Supply
Company
Lester’s Grill
The Little-Silver Clinic
John Li, M.D.
Alphabetical Filing
• Familiar abbreviations are
treated as though the word
was spelled out in full.
• Titles or degrees usually are
not considered in filing, but
are written in ( ) at the end of
indexed names for ID
purposes.
• Exception: Religious or
special titles.
• Terms of seniority are used
as last indexing unit.
• Which one of the
following is indexed
properly?
Jones, James Robert (MD)
Jones, Dr. James Robert
Jones, James Robert, MD
Dr. Jones, James Robert
Dennis O’Leary
Sir Lawrence Olivier
Mary Kate Olsen
Marcia Smith-Oldham
Identical Names
• Name
Daily Herald
Daily Herald
Gold Star Restaurant
Gold Star Restaurant
Gold Star Restaurant
Key Unit Unit 1 Unit 2
Daily
Daily
Gold
Gold
Gold
Herald
Herald
Star
Star
Star
Dayton
Toledo
Restaurant
Restaurant
Restaurant
If two or more individuals have the exact same name,
geographic location is used for filing purposes.
Unit 3
35th Street
67th Street
Holiday Avenue
Alphabetical Filing
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Numbers in a name are
indexed as though they
were spelled out.
A Child’s Place
50 Chinese Restaurant
The Children Place
At Charlie’s Pub
Numeric-2nd most common
• Cross indexing
(referencing) is
required.
• Patient names are
indexed as for alpha
filing.
• Agency numbering
usually runs in order,
and a record is kept
of which numbers
have been assigned.
• When patient comes
to agency, alpha
cross index is
• If zero falls before
other numbers, the
zero is disregarded
when filing.
0231
031
230
0002
Terminal Digits
• Many systems use the
same terminal (last) digit
for certain shelves or
drawers - if so - check
the last digit and then put
all the same last digits
together.
Which would be filed
first: 0231-74
0031-74
2309-62
0082-62
Color Coding
In a large medical office,
you notice that file charts
come in six different
colors. What are the
colored charts MOST
LIKELY used to identify?
Dr. Jones
Dr. Smith
Dr. James
Dr. Rogers
Dr. Edwards
Dr. Jekyll
Appointment Books
• Vary from office to
office
• Some offices
exclusively computer
• Time blocked in 15minute intervals.
• First…block out
lunch, meetings, etc.
with a large X
• Use pencil
• Appointment time
depends on purpose
When a patient calls…
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Find out reason for call.
Try to schedule convenient
appointment for patient.
Try to give choices
Be sure you have the required
information before closing the call.
Spell names correctly (ask if you don't
know)
Write the patient's phone number in
the appointment ledger.
Repeat the date, time and important
appointment details
Thank the caller and say good-bye
Double-check appointment book to
assure correct time was blocked off.
Always smile when answering the
phone in a medical office.
“We have you scheduled for next
Friday, the 16th, at 9 a.m.”
If the patient calls to cancel…
• Ask if he/she would
like to reschedule
• Erase appointment
and reschedule
• Do not ask why they
are canceling
Scheduling issues…
• In many agencies,
patients who don't
show up are billed
• "No show" noted on
patient's chart
• If an emergency
occurs and the health
care provider is called
away, sometimes all
appointments must be
canceled or offer to
the patient the option
to wait.
Computer Scheduling
• Computer automatically
locates next available
appointment.
• Provides a record of
appointments already
scheduled.
• Prints out copies of daily
schedule.
Types of Filing
• Alphabetic - Records are ordered according to the alphabet. To find
"Smith, John," you look under the letter S.
• Alphanumeric - Records are ordered numerically. This system is
used more often for cross-referencing and on computer media than
for main hard-copy filing systems. To find "Smith, John," you need
his client number.
• Time - Records are ordered from newest to oldest.
• Subject - Records are ordered according to subject matter. Subjects
might be "Office Equipment," or "Insurance." Individual records
within these subjects are still in alphabetic or numeric order.
• Geographic - Geographic ordering might be appropriate for a
company that does business regionally. Individual records within
these regions are still in alphabetic or numeric order.
• Colored - Color-coded systems are used in open file cabinets.
Colored tabs usually pertain to letters of the alphabet. The records
are still ordered alphabetically, but are located by color rather than
by file drawer.
Prefixes are treated as parts of
names and hyphenated names are
considered as one unit.
• Hyphens and apostrophes are ignored and
the spacing removed. For example, AirSea Rescue Training would be indexed as:
AirSea (key), Rescue (unit 2), Training
(unit 3).
Cross Indexing
• Also a common
method of filing.
• (referencing) is
required.
• Patient names are
indexed as for alpha
filing.
– Agency numbering
usually runs in order,
and a record is kept of
which numbers have
been assigned.
– When patient comes to
Rules for Using E-mail
• Benefits of E-mail:
• Saves time. Not
conducive to "social
conversation."
• Doesn't interrupt like
phone calls do, and waits
until it is convenient to
use.
• Can communicate with
many people at the same
time.
• It's cheap.
Standard Parts:
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E-mail address:
username@domainname.net The user
name can be real or created by the user.
The domain name is the location of the
person's account. The last few letters tell
you about the type of address, for example:
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.gov - government
.edu - educational institution
.com - commercial address
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"To" is recipient. Can send to more than
one person.
"Subject" is what the message is about.
"Courtesy Copy" for others who need to
know.
"BC" stands for blind copy, when you do not
want the recipient to know to whom the email was sent.
Message - content of the e-mail.
Attachments - You can attach other files
from your computer, a disk or CD.
The signature line can be automatically
added by the software to include the name
and other contract information from the
sender.
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Rules for Using E-mail:
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Make your message clear & concise.
Use good business etiquette - which
means you should be polite & positive.
Remember that it only takes a few
clicks of the mouse to forward your
message to others.
Use non-discriminatory language.
Let your reader know if no response is
required.
If you reference another individual in
your e-mail, you should CC that
person.
Do not use all caps. It looks like you
are shouting.
Check for spelling and grammar errors.
Convention complimentary closes
(sincerely, yours truly, etc.) are rarely
used.
REMEMBER - Rules of confidentiality
and privileged communication apply to
e-mail.