Appointments


When Making an Appointment

It is important when making an appointment for a patient that you are clear about the time, date and even the month.  Often hospital appointments can be months in
advance.

If the patient is booking their appointment in person at the reception desk always try and make an appointment convenient to the patient.

Often if you give an appointment and it’s not convenient that the patient will either not turn up or phone to cancel and re book. Try to get it right first time.

When you book an appointment at the reception desk always give the patient an appointment card – or put the appointment on a piece of paper.

Often patients will “insist” that they will remember their appointment but quite often they will end up phoning to check when it is – or worse still not turn up.

Always put on the appointment card

  • The day       (Monday)
  • The date     (16th)
  • The month  (September) and
  • The time      (11.00 am)
  • Who the appointment is with (Dr / Nurse / other)

If the patient is making the appointment over the telephone again please give clear instructions on when their appointment is. Again repeat as above.

If you don’t give the day  (Monday)  quite often people will get their date (16th) mixed up and often turn up the day before or after – this is quite a common thing especially some  elderly people.  People will remember a day rather than a date.

When giving an appointment over the telephone always speak slowly and clearly – the person on the other end of the phone might be writing it down.

At the end of the conversation ask if they are happy with the appointment – this will give them every opportunity if they are anyway unsure.

Every Doctors Surgery and Hospital have a high volume of DNA’s (Did not attend) each day and every day through the year. Therefore it is essential to try and avoid any unnecessary misunderstanding over appointments.

When making ANY appointment always make sure that you have the correct patient. You will often have patients have the same name or similar names. If unsure ask for DOB (date
of birth). But please remember confidentiality at all times.

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