Document changes in a patient’s appointment status as follows:
1. The receptionist notifies the nurse or physician regarding the change in a patient’s appointment.
2. The designated employee documents the change in appointment status in the patient’s chart as follows:
•No Show – Patient does not arrive for scheduled appointment.
•Canceled – Patient cancels appointment on the date of the scheduled appointment. If known, include a reason.
•Rescheduled – Patient or physician changes the date of appointment. If known, include a reason.
•Canceled >24 hours – Patient cancels appointment more than 24 hours before appointment but does not reschedule.
3. Staff notifies the physician of the patient’s appointment change to allow the physician to determine if the visit is medically necessary. This determines the need for aggressive follow-up.
4. Staff must make two attempts to contact the patient on the telephone to reschedule and at least one attempt in writing.
•Use the emergency contact number to contact the patient if necessary.
•If the visit is for a medical-legal condition, send the letter certified, return receipt requested.