Straight Outta PVC

 Standard Operating Procedure (SOP) for Doctor Reschedules!

Doctor reschedules happen when a scheduled doctor needs to be out of the office, so we reschedule their patients with a different doctor. We try our best to keep their appointment for the same day and time, but, sometimes we need to reschedule them altogether.

·        When there needs to be a doctor reschedule, the doctors will figure out who will be in for the doctor that needs to be out. Once that is done, they send Anita and I an email with the updated schedule

·        This schedule template will be added into the Eyecare schedule at the proper location and notes will be made in the daily notes as for who is here.

·        Sometimes the doctors will request that we call specific patients to keep them scheduled with the same doctor instead of moving them. You will also need to reschedule CRT patients and Gonio/ OCT/ or any other specialty lens patient if they are not moving to a doctor who can see them.

·        There is a spreadsheet where you can organize and document every doctor reschedule that is sent to you! It’s super helpful to keep it in an organized list. To get to the spreadsheet follow these steps:

1.      Local Disc (E:)

2.      Shared

3.      Public

4.      Templates

5.      Doctor reschedule spreadsheet

·        On the spreadsheet you are going to fill out the information in the columns to organize your doctor reschedules. You will sign off when you contact the patient and when you move the patient so we know who did the task and where the next person should pick up.

·        Try your best to get the doctor reschedule done at least a month before the appointment date. We understand that things happen and sometimes these reschedules will come up with little notice. Just do your best and use your best judgment!

·        Always prioritize the date that is coming up the soonest, not necessarily the order you receive the doctor reschedules

·        MAKE SURE YOU BLOCK THE SCHEDULE WHEN YOU MOVE PEOPLE SO THE SPOTS ARE NOT FILLED BY PR IN THE MEAN TIME.

Here’s how to do the doctor reschedules!!!

·        Go to the date and location of the soonest doctor reschedule

·        Make sure the new doctor’s template has been added

·        Go through the patients who are currently scheduled and make sure that if there are any specialty contact lens patients that they are rescheduled with an appropriate doctor

·        Also check that any Gonio/OCT patients are rescheduled with an appropriate doctor

·        Unblock the new doctor’s template that was added

·        Drag and drop the current patients to move them to the same time with the new doctor. If this doesn’t work for some reason, just reschedule them in the appropriate appointment slot and cancel the appointment with the doctor who will be out

·        Once all patients are moved, block the doctor’s schedule who will be out so no other patients can be scheduled with them

·        Text to let them know through doctible. Any patients who do not have a textable number will need to be called and emailed. Note that accordingly

·        To find the script for this email follow these steps:

- Local disc (E:)

- Shared

- Public

- Marketing

- LC Ads and Such

- Script for Doc Reschedules

·        Save this shortcut to a folder in your email labeled “Doc reschedules”. It is much easier to copy and paste it from your email than searching for the document every time

·        Copy and paste the appropriate script in the patient care email, or you can create a doctible template

·        The subject of the message will be: “Important Information Re: Your appointment on (Date. Ex May 20th, 2019 at Professional VisionCare)

·        Go through the script and fill in the blanks that need to be updated. You will need to insert the appropriate doctor’s names, the correct location, and the he/she at the end of the email

·        Go through the patients who were rescheduled and copy and paste the email on their account on the BCC line so that their information won’t be sent to everyone else on the email

·        Separate the emails with ;

·        All patients who do not have an email, or whose email fails after it is sent will need to be called. If they do not answer, leave a message letting them know of the new doctor change and that they can reschedule with the original doctor if their heart so desires J

·        Once all patients have been notified, make a note on the new doctor’s schedule. It should say something like this: “All patients have been notified of doc change by email or phone call on 05/20/2019/anf”

·        Go back to the spreadsheet and update these columns:

-        Pt Reschedules Assigned to: (put your initials)

-        Date Pt. Reschedules Completed

-        Blocked Templates Deleted?  (yes/no)

-        Date Master Calendar Updated (“Done”)

AWESOME! YOU DID IT!