Unit M:Unit M:Informational ServicesInformational Services

ObjectivesObjectives• 2H13.- Apply business skills in

healthcare settings.

– 2H13.01- File records using the alphabetical and numerical system.

– 2H13.02- Use telephone and other scheduling techniques.

Alphabetical Filing:

Normally used in telephone books.

Put into units FIRSTFIRSTEx.: T.S. Elliot Has 3 units-Then index- last name first (ex. Eliot, T.,S.)

Organizations and Businesses in order they are written. ex: American Red Cross

• ExceptionException:: If Owner's name is the name of business, then follow name rules

• The T.S. Eliot Company is filed as Eliot, T., S., Company

•

Alphabetical Filing:

• Of, and, at, the, on, a, an are not indexed - put them in ( ).

• Nothing comes before something.

• Prefixes are treated as parts of names.

Kim Kennedy, MD

Kim L. Kennedy, M.D.,

Alphabetical Filing• After indexing, follow

strict alphabetical order, use as many letters as needed to file.

Hyphenated names are

considered as one unit.

Which would be filed first? Sally Joe StevensSherman Smith-JonesSharita St. JamesSharon Smithson

The Little Medical Supply CompanyLester’s GrillThe Little-Silver ClinicJohn Li, M.D.

Alphabetical Filing• Familiar abbreviations are

treated as though the word was spelled out in full.

• Titles or degrees usually are not considered in filing, but are written in ( ) at the end of indexed names for ID purposes.

• Exception: Religious or special titles.

• Terms of seniority are used as last indexing unit.

• Which one of the following is indexed properly?

Jones, James Robert (MD)Jones, Dr. James RobertJones, James Robert, MDDr. Jones, James Robert

Dennis O’Leary Sir Lawrence OlivierMary Kate OlsenMarcia Smith-Oldham

Identical Names

• Name Key Unit Unit 1 Unit 2 Unit 3Daily Herald Daily Herald Dayton

Daily Herald Daily Herald Toledo

Gold Star Restaurant Gold Star Restaurant 35th Street

Gold Star Restaurant Gold Star Restaurant 67th Street

Gold Star Restaurant Gold Star Restaurant Holiday Avenue

If two or more individuals have the exact same name, geographic location is used for filing purposes.

Alphabetical Filing

• Numbers in a name are indexed as though they were spelled out.

A Child’s Place

50 Chinese Restaurant

The Children Place

At Charlie’s Pub

Numeric-2nd most common • Cross indexing (referencing) is

required.• Patient names are indexed as

for alpha filing.• Agency numbering usually

runs in order, and a record is kept of which numbers have been assigned.

• When patient comes to agency, alpha cross index is checked to locate patient's file number.

• Numbers go in order from small to large.

• Most offices use digit number systems.

• If zero falls before other numbers, the zero is disregarded when filing.

0231

031

230

0002

Terminal Digits

Which would be filed

first: 0231-74

0031-74

2309-62

0082-62

• Many systems use the same terminal (last) digit for certain shelves or drawers - if so - check the last digit and then put all the same last digits together.

Color Coding

In a large medical office,

you notice that file charts

come in six different

colors. What are the

colored charts MOST

LIKELY used to identify?

Dr. Jones

Dr. Smith

Dr. James

Dr. Rogers

Dr. Edwards

Dr. Jekyll

Appointment Books

• Vary from office to office• Some offices exclusively

computer• Time blocked in 15-minute

intervals.• First…block out lunch,

meetings, etc. with a large X• Use pencil• Appointment time depends on

purpose of appointment• Long periods of unscheduled

time is wasteful• Some agencies use buffer

period.

When a patient calls…

• Find out reason for call.• Try to schedule convenient

appointment for patient.• Try to give choices• Be sure you have the required

information before closing the call.• Spell names correctly (ask if you don't

know)• Write the patient's phone number in

the appointment ledger.• Repeat the date, time and important

appointment details• Thank the caller and say good-bye• Double-check appointment book to

assure correct time was blocked off.• Always smile when answering the

phone in a medical office.

“We have you scheduled for next Friday, the 16th, at 9 a.m.”

If the patient calls to cancel…

• Ask if he/she would like to reschedule

• Erase appointment and reschedule

• Do not ask why they are canceling

Scheduling issues…

• In many agencies, patients who don't show up are billed

• "No show" noted on patient's chart

• If an emergency occurs and the health care provider is called away, sometimes all appointments must be canceled or offer to the patient the option to wait.

• Sometimes, offices will make time for patients with emergencies to be seen

Computer Scheduling

• Computer automatically locates next available appointment.

• Provides a record of appointments already scheduled.

• Prints out copies of daily schedule.

Types of Filing• Alphabetic - Records are ordered according to the alphabet. To find

"Smith, John," you look under the letter S. • Alphanumeric - Records are ordered numerically. This system is

used more often for cross-referencing and on computer media than for main hard-copy filing systems. To find "Smith, John," you need his client number.

• Time - Records are ordered from newest to oldest. • Subject - Records are ordered according to subject matter. Subjects

might be "Office Equipment," or "Insurance." Individual records within these subjects are still in alphabetic or numeric order.

• Geographic - Geographic ordering might be appropriate for a company that does business regionally. Individual records within these regions are still in alphabetic or numeric order.

• Colored - Color-coded systems are used in open file cabinets. Colored tabs usually pertain to letters of the alphabet. The records are still ordered alphabetically, but are located by color rather than by file drawer.

Prefixes are treated as parts of names and hyphenated names are

considered as one unit.

• Hyphens and apostrophes are ignored and the spacing removed. For example, Air-Sea Rescue Training would be indexed as: AirSea (key), Rescue (unit 2), Training (unit 3).

Cross Indexing

• Also a common method of filing.

• (referencing) is required.• Patient names are indexed as

for alpha filing.– Agency numbering usually

runs in order, and a record is kept of which numbers have been assigned.

– When patient comes to agency, alpha cross index is checked to locate patient's file number.

– Numbers go in order from small to large; most offices use digit number systems.

Rules for Using E-mail

• Benefits of E-mail:• Saves time. Not

conducive to "social conversation."

• Doesn't interrupt like phone calls do, and waits until it is convenient to use.

• Can communicate with many people at the same time.

• It's cheap.

Standard Parts:• E-mail address:

username@domainname.net The user name can be real or created by the user. The domain name is the location of the person's account. The last few letters tell you about the type of address, for example:

• .gov - government• .edu - educational institution• .com - commercial address

• "To" is recipient. Can send to more than one person.

• "Subject" is what the message is about.• "Courtesy Copy" for others who need to

know.• "BC" stands for blind copy, when you do not

want the recipient to know to whom the e-mail was sent.

• Message - content of the e-mail.• Attachments - You can attach other files

from your computer, a disk or CD.• The signature line can be automatically

added by the software to include the name and other contract information from the sender.

Rules for Using E-mail:

• Make your message clear & concise.• Use good business etiquette - which

means you should be polite & positive. Remember that it only takes a few clicks of the mouse to forward your message to others.

• Use non-discriminatory language.• Let your reader know if no response is

required.• If you reference another individual in

your e-mail, you should CC that person.

• Do not use all caps. It looks like you are shouting.

• Check for spelling and grammar errors.• Convention complimentary closes

(sincerely, yours truly, etc.) are rarely used.

• REMEMBER - Rules of confidentiality and privileged communication apply to e-mail.