Category: Appointment Scheduling
Policy #: 70
Title: Scheduling Protocol
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_____________________
Authorized Signature
Review Date:
_____________________
Authorized Signature
Implementation Date:
____________________
Authorized Signature
Revision Date:
Policy: Scheduling Protocol
This protocol is to provide guidelines to the scheduler. If a family has a special need, always discuss the situation with
a provider to allow flexibility.
Procedures:
1. Same-day-sick lock-outs are to be opened for sick appointments at the beginning of the day.
2. Late-doc and mid-level’s lock-outs can be used for same day sick; upon approval from the doc or mid-level.
Walk- in doc can be scheduled with overflow until 12:30pm if needed.
Physical/Well Check Protocol:
1. Well Child Check appointments are 20 minutes for an established patient and 30 minutes for a new patient.
2. Do not schedule physicals after 3pm for on-call doc any day.
3. Child must be at least 12 months old to satisfy the MMR requirements for the 1 year well child check.
OCTOBER TO APRIL
3 physicals am, 3 physicals pm per provider Tuesday through Thursday
2 physicals in am and pm per provider on Monday’s and Friday’s
1 physicals after 3:30 pm Mon-Friday
1 physicals on Saturday for On Call
2 physicals on Saturday for Mid Level
2 physicals on half day per provider Tuesday- Thursday
1 physicals on half day per provider Monday and Friday
No physicals after 3pm for on call doctor on any day
**No more than 4 appointments scheduled per hour per provider**
MAY TO SEPTEMBER
5 physicals am, 5 physicals pm: on-call and walk-in Monday through Friday
6 physicals am, 6 physicals pm for late doc Monday through Friday
2 physicals on Saturday per provider
2-4 physicals on Saturday for mid-level
2 physicals after 4 pm for late-doc
1 physical after 4 pm for on-call doc
4 physicals for half day doc
**No more than 4 appointments scheduled per hour per provider**
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General Appointment Protocol
Common appointments are 10 minutes for an established patient and 20 minutes for a new patient. Examples are:
cold
sinus infection
fever
constipation
cough
sore throat
vomiting
rash
ear ache
pain with urination
diarrhea
uti
diaper rash
1. Saturday is for emergent sick only. No appointments over 20 minutes in length. No new patients on Saturday
unless approved by the provider.
2. The first appointment in the morning and the first appointment after lunch must be 10 minute sick appointment.
3. No hour long appointments for the on-call doctor.
4. No pelvic exams for the on-call doctor.
5. No hour long appointments at 4 pm for any provider, any day. Only 1 hour long appointment scheduled per
provider each day. Fill out form for appointments longer than 30 minutes.
6. Any appointment over 30 minutes will have the appropriate form filled out and approved by the provider.
Appointments Requiring Specific Time or Specific Instructions:
ALWAYS ADD EXTRA TIME FOR INTERESTING PATIENTS AND PATIENTS WITH CHRONIC
ILLNESS.
ABUSE
DR. X ONLY
SEE PROTOCOL-ATTACHED
ABDOMINAL PAIN
20 MIN EST PT
30 MIN NEW PT
IF CHRONIC ALLOW MORE TIME
ACNE
10 MIN EST PT
20 MIN NEW PT
ADD WORK-UP
SEE PROTOCOL-ATTACHED
ADD #1
ADD #2
ADD #3
60 MIN (NO PE INCLUDED)
30 MIN (NO PE INCLUDED)
20 MIN
**If patient needs physical, schedule separately.
ALLERGIES
20 MIN NEW PT (GET RECORDS)
10 MIN EST PT
10 MIN RECHECK
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ASTHMA
20 MIN EST PT
30 MIN NEW PT (GET RECORDS)
ASTHMA TEACHING VISIT
20 MIN EST PT
30 MIN NEW PT
BEHAVIOR WORK-UP
60 MIN EST PT
60 MIN NEW PT (GET RECORDS)
BED WETTING
20 MIN EST PT
30 MIN NEW PT
CASTING
30 MIN
CAST REMOVAL
10 MIN
CHEST PAIN
20 MIN EST PT
30 MIN NEW PT
CIRCUMCISION
30 MIN EST OR NEW PT
TELL PT TO COME 20 MIN EARLY
COLOR CHECK
SEE NEWBORN PROTOCOL-ATTACHED
20 MIN
CONSTIPATION
20 MIN NEW PT
10 MIN EST PT
10 MIN RECHECK
CONSULTS
SEE PROTOCOL-ATTACHED
40 TO 60 MIN
GET RECORDS
DENTAL PRE-OP
20 MIN EST PT
30 MIN NEW PT (GET RECORDS)
DEPRESSION
30 MIN EST PT
40 MIN NEW PT (GET RECORDS)
20 MIN RECHECK
DEVELOPMENTAL DELAY
40 MIN EST PT
60 MIN NEW PT (GET RECORDS)
DIABETES
20 MIN EST PT
40 MIN NEW PT (GET RECORDS)
ENCOPRESIS
20 MIN EST PT
30 MIN NEW PT (GET RECORDS)
ENURESIS
20 MIN EST PT
30 MIN NEW PT (GET RECORDS)
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FAILURE TO THRIVE
20 MIN EST PT
30 MIN NEW PT (GET RECORDS)
FATIGUE
20 MIN EST PT
30 MIN NEW PT
HEADACHE
20 MIN EST PT
30 MIN NEW PT
HOSPITAL FOLLOW-UP
20 MIN EST PT (GET RECORDS FROM HOSPITAL)
30 MIN NEW PT (GET RECORDS FROM HOSPITAL)
INGROWN TOENAIL
DR MEO ONLY
10 MIN (INITIAL ASSESMENT)
30 MIN EST PT
40 MIN NEW PT
INJURY
20 MIN EST PT
30 MIN NEW PT
MENSTRUAL PROBLEMS
20 MIN EST PT
30 MIN NEW PT (GET RECORDS)
MOLE REMOVAL
Dr VADER, DR. WIARD
10 MIN (INITIAL ASSESMENT)
40 MIN
NEWBORN SCREENING
(PKU)
20 MIN
NICU FOLLOW UP
40 MIN (GET RECORDS)
PELVIC EXAM
SEE PROTOCOL-ATTACHED
DR. SANDERFORD, DR. TOMCHO
PELVIC WITH PE
SEE PROTOCOL-ATTACHED
DR. SANDERFORD, DR. TOMCHO
RASH
10 MIN EST PT (SEE RASH POLICY AND PROCEDURE #120)
20 MIN NEW PT (SEE RASH POLICY AND PROCEDURE #120)
SEIZURES
30 MIN FIRST ONSET, EST, AND NEW
20 MIN RECHECK
SLEEP PROBLEMS
10 MIN EST PT
20 MIN NEW PT
SSI PHYSICAL
30 MIN EST PT (SEE SSI PROTOCOL)
60 MIN NEW PT (MAKE SURE WE HAVE SSI PAPERS)
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UTI, CHRONIC
10 MIN EST PT
20 MIN NEW PT
WART REMOVAL
10 MIN EST PT
20 MIN NEW PT
MORE TIME FOR MULTIPLE WARTS
TELL PATIENT TO COME 15 MIN EARLY
WHEEZING
20 MIN EST PT
0 MIN NEW PT
NEWBORN SCHEDULING PROTOCOL
1. The first newborn color-check appointment is scheduled 24 to 48 hours after discharge from the hospital. This
appointment should be scheduled prior to the child’s discharge from the hospital.
2. The second newborn appointment is for a Newborn Screening (formerly known as a PKU). The newborn
screening is scheduled for between 8 – 14 days after the date of birth.
3. Circumcisions need to be scheduled before the child is two weeks of age.
4. Newborns may need to be scheduled for weight checks, jaundice rechecks, and a one month well check as per the
Provider’s request.
CASTING SCHEDULING PROTOCOL
1. Providers will need the actual x-rays and reports for a casting appointment. The patient can bring the x-rays or
medical and front office staff can request them from the hospital. When making the appointment, find out how the
x-rays will get here prior to the appointment.
2. If the patient was seen in the ER, the provider will need the reports and any x-rays that were done at that time.
3. Check-in will double check the EMR to make sure the current reports are in place for the appointment.
ABUSE SCHEDULING PROTOCOL
XXX is the provider to see abuse cases. Any Provider can do a child abuse evaluation in an emergency.
1. All abuse appointments need to be accompanied by a representative from Social Services, a phone conversation,
or a letter from them. If a parent calls to make the appointment, give them the number to call Social Services.
(252-5000)
2. If the incident happened recently, i.e. last 72 hours and was an assault or rape the patient needs to go to the ER for
collection of forensic evidence and treatment. Dr. XXX may be asked to do this, but all material is in ER.
Something that happened a while ago, i.e. custody, etc. aren’t emergent and can be scheduled at the next available
time with Dr.XXX.
3. Ask if child has been interviewed-ideally that should occur by exam.
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4. It’s hard to know what an “emergency” is when the social worker calls and wants something now.
5. If there is bruising or injury that needs to be documented and Dr. XXX isn’t available, any of the providers can
document the bruising. Use a sick visit and do that only—a more extensive exam can be done later.
6. Fill out the abuse form and attach it to the patient’s electronic records file assign it to Dr.XXX. If there are
records, get them from the hospital.
7. Find out how the patient plans to pay for the appointment. If they do not have insurance, let them know they will
be responsible for payment at time of service. They can apply for “Victims Compensation Fund”.
8. Dr. XXX exam won’t usually determine if a child can go on a visitation, that’s up to the social worker and the
courts. If concerned, they can hold visits until we can see the child at the next appointment.
SOCIAL SECURITY AND DISABILITY PROTOCOL
1. All providers can see an SSI patient except for the Physician’s Assistant.
2. The Social Security department will send all required paper work and information to be reviewed by the Provider
prior to the appointment.
3. Appointments are to be scheduled as follows:
a. 30 minutes for an established patient
b. 60 minutes for a new patient
4. Attach forms and paper work to the patient’s electronic medical records chart prior to the appointment and assign
it to the Provider’s inbox for review.
CONSULTATION SCHEDULING PROTOCOL
1. Consultation appointment should be scheduled when a longer appointment is needed to discuss issues that will
take more than 30 minutes on the doctor’s schedule.
2. Examples of appointments that should be scheduled as a consult.
a. Behavioral issues
b. Multiple medical issues
c. Referrals from another doctor *These consults should be scheduled with physicians only and not the
physicians assistant
d. Second opinion requests
e. A specific ongoing issue that a parent wants to be discussed with the provider
1. Have the parent/guardian send records prior to the appointment.
2. When making a consultation appointment, fill out the form, attach it to the chart, attach records to the patient’s
electronic records chart and place in the Provider’s inbox for review prior to the appointment.
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ADD SCHEDULING PROTOCOL
1. ADD evaluations are scheduled with the following Providers:




Dr. XXX will see one each month, no Medicaid patients
Dr. XXX will see one each week
Dr. XXX will see one each week
Dr. XXX will see one each week
2. Use the ADD Evaluation form to schedule the appointment. (Attached, page 8)
3. Use the ADD calendar to assure the provider has an open spot for the week.
4. Scan in and attach the ADD Evaluation form to the patient’s electronic medical records chart and assign it to the
Provider for review prior to the appointment.
5. Prepare an ADD packet to mail or have the parent pick up. Fill out the cover letter. (Attached, page 9)
6. No ADD evaluation can be scheduled for the on-call doctor.
7. No ADD evaluation can be scheduled on a Monday or Saturday.
8. No ADD evaluation can be scheduled at 4:00 pm any day.
Pelvic Scheduling Protocol
1. Appointments for pelvic exams can be made with Dr. XXX, Dr. XXX , or XXX only.
2. Reminder calls: Patients should arrive 20 minutes before scheduled appointment time (be told the appointment
is 20minutes before scheduled time) to allow for paperwork completion and set-up.
3. New patients need 10 minutes added to appointment times as listed on protocol. The protocol is for established
patients. (Attached, page 10)
4. If patient schedules appointment herself and requests confidentiality note in computer and reminder call should be
made to the patient, NOT the parent/guardian. Ask patient for the best way to contact her.
5. Complete long appointment form for any visit over 30 minutes. (Provider can then investigate and sometimes
conclude that patient does not need a pelvic but only a sick visit. E.g. a missed period in a teen who has never
been sexually active usually does NOT need a pelvic).
6. No pelvic exams on Saturdays without discussing with provider.
7. Do not combine pelvic visits with other visits (ADD, other sick visit, etc. Only exception is a well check with
pelvic for teens who have had prior pelvic exams and are having no issues).
8. Lack of rooms prohibit scheduling 2 pelvic exams at the same time
9. One pelvic in the morning and one pelvic in the afternoon per provider.
10. No pelvic Appointments for the on-call doctor.
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ADD EVALUATION
Patient name:
New patient
Date of appointment:
Parent/caregiver:
Address:
1. Inform
a.
b.
c.
Include new pt paperwork
Doctor:
Established patient
Today’s date:
Home phone:
Work/cell phone:
Insurance:
parent/caregiver of length of time for visit.
ADD evaluation
(4)
60 minutes
Evaluation follow up
(5)
30 minutes
ADD recheck
(6)
20 minutes
2. Inform parent/caregiver of price of each visit. There may be additional charges
added to the cost of the visit such as hearing, vision, and/or urine test.
(4) 99215/99205
(5) 99214/99204
(6) 99213
Established patient
$214.00
$147.00
$94.00
New patient
$309.00
$244.00
3. Discuss method of payment. Inform parent/caregiver that we expect payment at
time of service. They will need to contact their insurance company to ensure that
the appointment will be covered.
4. Inform parent/caregiver that we will not give them another ADD evaluation if they
miss the first without notice. Ask that they call 2 days in advance to cancel or
reschedule the appointment.
5. Inform parent/caregiver we will provide an initial history for them to fill out as
thoroughly as possible. Included in the packet for them to read is “Understanding
ADHD” and an informative letter. Include new patient paperwork if needed.
Mail packet
Parent will pick up packet
Scheduler _________________________________________________________________
Provider
Time adjustments needed?
Yes
No
Comments:___________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
Signature___________________________________________________Date____________________
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Date____________
Dear parent/caregiver:
The information contained in this packet will assist you and your child in preparing for his/her upcoming visit relating to
Attention-Deficit/Hyperactivity Disorder. Your scheduled appointment time for this visit
is at ________________________on _________________________with_________________________.
Please complete the Initial History for Learning Disability/ADHD Work Up forms as thoroughly as possible and bring them with
you at the time of the visit. We also recommend that you read the enclosed pamphlet in preparation for the visit.
You may expect the following length of times (approximate) for visits:
1st visit – 60 minutes
2nd visit – 30 minutes
3rd visit – 30 minutes
The following is a guide relating to the costs of visits. Although you may have insurance coverage we find it helpful to parents
to provide this information and advise you to consult with your insurance carrier prior to the visit to be sure that your benefits are
inclusive of this type of service. Please understand that we expect payment at the time of service if you do not have insurance
coverage.
Established Patient
New Patient
1st visit - $214.00
2nd visit - $147.00
3rd visit - $ 94.00
1st visit - $309.00
2nd visit -$244.00
We must emphasize that you will not have the opportunity to reschedule a missed appointment if you fail to notify us. Due to
the fact that these visits are time intensive we require parents/guardians to call 2 days prior to the appointment to cancel if
necessary. Doing so allows our physicians the opportunity to schedule other patients in the large block of time, which is allotted
for an ADHD visit. Please extend us the professional courtesy of calling sooner if you are able to do so.
We invite you to call the office with any questions that you may have pertaining to the information in the packet and we look
forward to seeing you and your child at the time of the visit.
Respectfully,
XXX
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FIRST PELVIC EXAM?
YES
NO
Prior records helpful, ask pt to bring old records
or sign release before visit.
HAVING PROBLEMS
OR ROUTINE EXAM?
ROUTINE
HAVING PROBLEMS
OR ROUTINE EXAM?
PROBLEMS
ROUTINE
Heavy bleeding, painful periods,
periods, skipped periods, birth control, worried about
birth control, worried about infection etc.
.
DUE WCC?
YES
Schedule 2
visits on
different days
Pelvic=30 min
NO
Pelvic=30 min
PROBLEMS
Heavy bleeding, painful skipped periods, desires
periods, skipped periods, desires birth control, worried
about birth control, worried about infection, etc
DUE WCC?
DUE WCC?
DUE WCC?
YES
YES
YES
Schedule 2
visits on
different days
Pelvic=30 min
NO
Pelvic=30 min
NO
Well check and Pelvic=20 min
routine repeat,
pelvic, NO problems
Well check with pelvic=
40 min
NO
Schedule 2
Pelvic=30min
visits on different
days: pelvic=30 min