Scheduling Patient Appointments

Scheduling an appointment seems like a simple task but there are modifying factors that can create
complications. Some clinics may desire to have open time slots for an emergent type of situation and others
may always have full schedules. How you manage your schedule can be stressful. A medical professional
must be able to apply good organizational skills coupled with effective communication skills. For this week’s
discussion complete case study 12-2.
Case Study 12-2
Rhoda Au has persistently canceled her appointments at Inner City Urgent Care. Although she always
reschedules, she has canceled her last four appointments. Today, she did not call to cancel nor did she arrive
for her fifth scheduled appointment. Walter Seals, CMA (AAMA), who is responsible for scheduling and patient
flow, is concerned that Rhoda is canceling because she is afraid to come in for some reason. Rhoda has been
a patient for a few years now, and she was always responsible for keeping her appointments.
CASE STUDY REVIEW
From the point of view of the urgent care center, why should Walter be concerned that Rhoda is canceling
appointments? What action might be taken?
From the patient’s point of view, why should Walter be concerned?
How should Walter record these cancellations and no-shows?

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