Sync template from atomicqms-style deployment

SOPs/Patient-Care/SOP-OPT-001-Appointment-Management.md

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+# Standard Operating Procedure: Outpatient Appointment Management
+
+| Document ID | SOP-OPT-001 |
+|-------------|-------------|
+| Title | Outpatient Appointment Scheduling and Management |
+| Revision | 1.0 |
+| Effective Date | [DATE] |
+| Author | [AUTHOR] |
+| Approved By | [APPROVER] |
+| Department | Outpatient Services |
+
+---
+
+## 1. Purpose
+
+To establish standardized procedures for scheduling, managing, and documenting outpatient appointments to ensure efficient clinic operations, optimize provider schedules, and enhance patient access to care.
+
+## 2. Scope
+
+This procedure applies to all outpatient appointment scheduling including:
+- New patient appointments
+- Follow-up appointments
+- Procedure appointments
+- Telehealth visits
+- Same-day/urgent appointments
+- Specialist referrals
+
+## 3. Responsibilities
+
+### 3.1 Scheduling Staff
+- Schedule appointments per protocols
+- Verify insurance and authorizations
+- Communicate appointment details to patients
+- Manage appointment reminders
+
+### 3.2 Front Desk Staff
+- Complete patient check-in/check-out
+- Collect copays and outstanding balances
+- Update patient demographics
+- Schedule follow-up appointments
+
+### 3.3 Clinical Staff
+- Prepare patients for encounters
+- Document clinical information
+- Communicate provider schedules
+
+### 3.4 Providers
+- Adhere to schedule templates
+- Communicate scheduling preferences
+- Approve schedule modifications
+
+## 4. Definitions
+
+| Term | Definition |
+|------|------------|
+| New Patient | Patient not seen by practice within past 3 years |
+| Established Patient | Patient seen within past 3 years |
+| Slot | Designated time block for specific appointment type |
+| Template | Schedule structure defining available appointment types |
+| No-Show | Patient who fails to appear for scheduled appointment |
+
+## 5. Procedure
+
+### 5.1 Appointment Scheduling
+
+#### 5.1.1 Information to Collect
+| Required Information | Check |
+|---------------------|-------|
+| Patient full legal name | ☐ |
+| Date of birth | ☐ |
+| Contact phone number(s) | ☐ |
+| Email address (optional) | ☐ |
+| Insurance information | ☐ |
+| Referring provider (if applicable) | ☐ |
+| Reason for visit | ☐ |
+| Preferred appointment times | ☐ |
+
+#### 5.1.2 Appointment Type Selection
+
+| Appointment Type | Duration | Notes |
+|-----------------|----------|-------|
+| New Patient Comprehensive | 60 min | Full history and physical |
+| New Patient Focused | 30-45 min | Single concern |
+| Established Patient Follow-up | 15-20 min | Routine follow-up |
+| Established Patient Extended | 30-40 min | Complex issues |
+| Procedure | Varies | Per procedure type |
+| Telehealth | 15-30 min | Virtual visit |
+| Same-Day/Urgent | 15-20 min | Acute concerns |
+
+#### 5.1.3 Scheduling Process
+1. **Verify Patient Status**
+   - New vs. established patient
+   - Check for alerts or special needs
+   - Review last visit date
+
+2. **Match Appointment Type**
+   - Assess reason for visit
+   - Select appropriate appointment type
+   - Confirm duration adequate for needs
+
+3. **Find Available Slot**
+   - Check provider availability
+   - Offer multiple date/time options
+   - Consider patient preferences
+
+4. **Complete Booking**
+   - Confirm appointment details
+   - Verify contact information
+   - Document special requests
+
+5. **Provide Appointment Information**
+   - Appointment date and time
+   - Location and parking information
+   - Pre-appointment instructions
+   - What to bring (insurance, ID, referral, etc.)
+   - Cancellation policy
+
+### 5.2 Appointment Reminders
+
+| Reminder Type | Timing | Method |
+|--------------|--------|--------|
+| Initial confirmation | At scheduling | Verbal + written |
+| First reminder | 7 days prior | Automated call/text/email |
+| Second reminder | 2-3 days prior | Automated call/text/email |
+| Final reminder | 1 day prior | Automated call/text/email |
+
+### 5.3 Check-In Process
+
+1. **Patient Arrival**
+   - Greet patient professionally
+   - Verify identity (photo ID)
+   - Confirm appointment details
+
+2. **Registration Update**
+   - Review and update demographics
+   - Verify insurance information
+   - Collect copies of cards if changed
+   - Verify emergency contact
+
+3. **Documentation Collection**
+   - Obtain referral authorization (if required)
+   - Collect completed forms
+   - Obtain signatures as needed
+
+4. **Financial**
+   - Verify insurance eligibility
+   - Collect copay
+   - Discuss outstanding balances
+   - Arrange payment plans if needed
+
+5. **Clinical Handoff**
+   - Note patient arrival in system
+   - Alert clinical staff
+   - Provide estimated wait time if delayed
+
+### 5.4 Check-Out Process
+
+1. **Schedule Follow-up**
+   - Review provider orders for follow-up timing
+   - Offer appointment options
+   - Provide written confirmation
+
+2. **Orders and Referrals**
+   - Provide lab/imaging orders
+   - Explain referral process
+   - Schedule procedures as indicated
+
+3. **Financial Close**
+   - Collect any additional payments
+   - Provide receipts
+   - Explain billing process
+
+4. **Patient Materials**
+   - After visit summary
+   - Educational materials
+   - Prescription information
+
+### 5.5 No-Show Management
+
+1. **Same-Day Follow-up**
+   - Attempt to contact patient
+   - Document contact attempts
+   - Offer rescheduling
+
+2. **Documentation**
+   - Mark appointment as no-show
+   - Document reason if known
+   - Note rescheduling attempts
+
+3. **Pattern Identification**
+   - Track chronic no-shows
+   - Implement interventions:
+     - Phone reminders
+     - Require confirmation
+     - Consider scheduling policies
+
+4. **Clinical Considerations**
+   - Flag urgent clinical needs
+   - Notify provider if clinically significant
+   - Send follow-up communication per policy
+
+### 5.6 Cancellations and Rescheduling
+
+#### Patient-Initiated
+1. Document reason for cancellation
+2. Offer alternative dates
+3. Update appointment status
+4. Fill vacated slot if possible
+
+#### Provider-Initiated
+1. Notify affected patients promptly
+2. Offer alternative dates/providers
+3. Document reason
+4. Prioritize by clinical urgency
+
+### 5.7 Wait List Management
+
+1. **Add to Wait List**
+   - Earlier date desired
+   - Specific provider requested
+   - Urgent clinical need
+
+2. **Work Wait List**
+   - Check daily for openings
+   - Contact patients in priority order
+   - Update list status
+
+## 6. Special Situations
+
+### 6.1 Same-Day Appointments
+- Reserve slots for urgent needs
+- Assess acuity to determine appropriateness
+- Document medical necessity
+
+### 6.2 Telehealth Appointments
+- Verify technology capability
+- Provide access instructions
+- Confirm consent for telehealth
+- Test connection before appointment
+
+### 6.3 Interpreter Services
+- Identify language needs at scheduling
+- Arrange interpreter services in advance
+- Allow additional appointment time
+- Document interpreter used
+
+## 7. Documentation
+
+- FRM-OPT-001 New Patient Registration
+- FRM-OPT-002 Insurance Verification
+- Appointment confirmation letter/text
+- Check-in/check-out log
+
+## 8. Quality Metrics
+
+| Metric | Target |
+|--------|--------|
+| Schedule utilization | >85% |
+| No-show rate | <10% |
+| Same-day cancellation rate | <5% |
+| Wait time to appointment (new patients) | Per specialty benchmark |
+| Patient satisfaction with scheduling | >90% |
+
+## 9. References
+
+- Practice management policies
+- Insurance contract requirements
+- State and federal regulations
+
+---
+
+## Revision History
+
+| Rev | Date | Description | Author |
+|-----|------|-------------|--------|
+| 1.0 | [DATE] | Initial release | [AUTHOR] |