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Medical Group Management Association

Government Advocacy

The voice of medical practices in Washington

Scheduling

*What percent of your practice’s total appointments were same-day appointments?

Indicate the percent, in whole numbers, of your practice’s total appointment slots that were scheduled the same-day patients call to accommodate for last-minute appointment requests.
 

*For scheduled appointments, what was the average wait time (in minutes) the patient was in the:

Waiting area before being brought to the exam room: Indicate the average amount of time, in minutes, a patient was in the waiting area before being brought back to the exam room.
Exam room before seeing the provider: Indicate the average amount of time, in minutes, a patient was waiting in the exam room before seeing the provider.
 

Have you taken action to improve patient wait times in the last 12 months?

Indicate “Yes” if your practice has implemented new policies/procedures within the last 12 months to improve patient wait times in the waiting area and/or exam room. If your practice has taken no action towards improving wait times, answer “No.”
 

What was the average scheduled appointment slot-time length (in minutes) for:

New patient visits: Indicate the average amount of time in minutes that was scheduled for new patient visits.
Established patient visits: Indicate the average amount of time in minutes that was scheduled for established patient visits.
Preventive care visits: Indicate the average amount of time in minutes that was scheduled for preventive care visits.
Follow-up/post-op visits: Indicate the average amount of time in minutes that was scheduled for follow-up/post-op visits.
 

*On average, what was your third next available appointment (in business days) for:

To calculate your third next available appointment, begin by counting the number of working days from the start of each day to the third open appointment. If the third next available appointment was the day you start on, reflect that by entering “0,” if it was the day after then indicate that by entering “1” and so forth.

Do not count days when the office is closed for business. However, days where the provider is unavailable due to vacation, administrative time, sick leave, etc. should be included in your count. If a certain number of appointment slots are reserved for same-day appointments, do not include those   in your count for third next available appointment.

New patient visits: Using the guidelines above to calculate third next available appointment, indicate the number in business days for new patient visits.
Established patient visits: Using the guidelines above to calculate third next available appointment, indicate the number in business days for established patient visits.
Preventive care visits: Using the guidelines above to calculate third next available appointment, indicate the number in business days for preventive care visits.
Follow-up/post-op visits: Using the guidelines above to calculate third next available appointment, indicate the number in business days for follow-up/post-op visits.
 

For scheduled appointments, what was the average per provider for:

Number of appointment slots per day for new patient visits: Indicate the average number of appointment slots per provider that were in your schedule per day for new patient visits.
Number of appointment  slots per day for established patient visits: Indicate the average number  of appointment slots per provider that were in your schedule per day for established patient visits.
Number of appointment slots per day for preventive care visits: Indicate the average number of appointment slots per provider that were in your schedule per day for preventive care visits.
Number of appointment slots per day for follow-up/post-op visits: Indicate the average number of appointment slots per provider that were in your schedule per day for follow-up/post-op visits.
Number of appointment slots reserved for same-day appointments: Indicate the average number of appointment slots per provider that were reserved for same day appointments per day.
Number of appointment slots per day that were unfilled: Indicate the average number of appointment slots per provider that were not filled or were unscheduled per day.

 

*What was your practice’s no show rate percentage?

Indicate your practice’s average no show rate percent, in whole numbers, where appointments were scheduled but patients did not show up, or reschedule, their scheduled appointment.
 

How much did you charge for no show appointments?

Indicate the dollar amount you charged for no-show appointments. If your practice did not have a no-show policy or did not charge, please indicate by entering “0”.
 

How many minutes late until a patient was considered a no-show?

Indicate how many minutes late until your practice considered a patient who did not show up for a scheduled appointment as a no-show. If your practice did not have a no-show policy, please leave your answer blank.
 

*What was your practice’s appointment cancellation rate percentage?

Indicate your practice’s average appointment cancellation rate percent, in whole numbers, where appointments were scheduled but patients or the provider/practice called to cancel their scheduled appointment.
 

What percentage of appointments were rescheduled within 30 days of cancellation?

Indicate the average percentage of appointments that were rescheduled within 30 days of cancellation. Include appointments canceled by the patient and by the provider/practice.

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