Alphabetical Filing

Used in the phone book

  • Put into units - FIRST

T. S. Eliot has 3 units

  • Then index - last name first

Eliot, T., S.

  • Organizations and Businesses in order they are written

American, Red, Cross

  • Exception: If Owner's name is name of business, then follow name rules

The T.S. Eliot Company is filed as Eliot, T., S., Company

  • Of, and, at, the, on, a, an are not indexed - put them in ( )
  • After indexing, follow strict alphabetical order, use as many letters as needed to file
  • Nothing comes before something
  • Prefixes are treated as parts of names
  • Hyphenated names are considered as one unit
  • Familiar abbreviations are treated as though the word was spelled out in full
  • If two or more individuals have the exact same name, geographic location is used for filing purposes
  • 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
  • Numbers in a name are indexed as though they were spelled out

Numerical Filing

Also a common method of filing.

  • 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 checked to locate patient's file number
  • Numbers go in order from small to large
  • Most offices use digit number systems
  • If zero falls before other numbers, the zero is disregarded when filing
  • 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

Scheduling Appointments

I've been waiting

for HOURS!

Correct scheduling of appointments is essential for good public relations.

Appointment Books

  • Vary from office to office
  • Some offices exclusively computer
  • Time blocked in 15-minute intervals
  • First…block out lunch, meetings, etc. with a large X
  • Use pencil
  • Appointment time depends on purpose of appointment
  • Long periods of unscheduled time is wasteful
  • Some agencies use buffer period

When a patient calls…

  1. Find out reason for call
  2. Try to schedule convenient appointment for patient
  3. Try to give choices
  4. Be sure you have the required information before closing the call
  5. Spell names correctly (ask if you don't know)
  6. Write the patient's phone number in the appointment ledger
  7. Repeat the date, time and important appointment details
  8. Thank the caller and say good-bye
  9. Double-check appointment book to assure correct time was blocked off

If the patient calls to cancel…

  1. Ask if he/she would like to reschedule
  2. Erase appointment and reschedule
  3. Do not ask why they are canceling

Scheduling issues…

  1. In many agencies, patients who don't show up are billed
  2. "No show" noted on patient's chart
  3. If an emergency occurs and the health care provider is called away, sometimes all appointments must be canceled
  4. Sometimes, offices will make time for patients with emergencies to be seen

Computer Scheduling

  • Computer automatically locates next available appointment
  • Provides a record of appointments already scheduled
  • Prints out copies of daily schedule