Scheduling a Doctor's Appointment (Before)

Do not rely on this information

This is an example conversation flow. The content in this conversation flow is for demonstration purposes only and should NOT be considered authoritative.

How to use this Interactive Conversation Flow

To go through the example, pretend that you are a scheduling appointments at a physician's office during the COVID-19 pandemic. The conversation flow will guide you as to what to ask, what to do, and how to respond.

Select who the appointment is for

Is this appointment for you?

Select a reason for the appointment

What would you like to see the doctor about?

Confirm age

I'm sorry to hear that. I'll do what I can to help you out.

Now, as you may know we're limiting our doctor visits to those who are at a high risk for COVID-19. So I need to run through a couple of questions so that we can offer everybody the best solution for right now.

May I ask how old you are?

Verify whether they've come in contact with another person with COVID-19

Have you recently come into contact with somebody who has tested positive for COVID-19?

Have you visited Dr. Jama before?

Okay. So I'm going to schedule a personal visit to the doctor. Have you visited this clinic before?

Schedule appointment

  1. Locate patient record
  2. Confirm name, phone, address, email
  3. Confirm insurance
  4. Schedule appointment

Schedule appointment

  1. Create a new patient record
  2. Include personal information:
    • name
    • phone
    • address
    • Social security #
  3. Gather insurance info
  4. Schedule appointment

Determine if caller is familiar with televisits

Okay. Well at this time, all appointments for patients who are not at high risk of having COVID-19 are being done using televisits. Have you ever done a televisit before?

Confirm caller has access to proper technology

Just as a reminder, televisits require:

  • internet
  • video on your smartphone or computer
  • microphone and speakers

Determine if caller has right technology

Televisits occur using a:

  • smartphone,
  • laptop computer, or
  • desktop computer.

Do you have access to any of those?

Confirm caller has video, microphone, speaker

Okay. Do you also have access to:

  • internet
  • video on your smartphone or computer
  • microphone and speakers

Instruct caller how to set up device for a televisit

Great! It sounds like you have everything you need to set up a televisit. I'll schedule your for the next available appointment.

 

Provide alternative options

Okay. Unfortunately, if you do not have access to any of those devices, then you will not be able to do a televisit.

An alternative would be to visit a Minute Clinic. I can give you the number to the nearest minute clinics. Would that be okay?

If yes, then determine which location would be closest to caller and provide number.

If no, then let the caller know that you will contact them as soon as you are taking in-person appointments. Add them to "Application Notification List."

Minute Clinic Numbers
Location Number
14384 Seedhall Road
Clairmont, TX (next to Harris Teeter)
555-343-3423
37248 Broxton Avenue
Mercedes, TX (next to the stadium)
555-242-3432
54243 Sepulveda Boulevard
Benton, TX (next to movie theater)
555-243-2342

Provide alternative options

Okay. Unfortunately, if you do not have access to any of those devices, then you will not be able to do a televisit.

An alternative would be to visit a Minute Clinic. I can give you the number to the nearest minute clinics. Would that be okay?

If yes, then determine which location would be closest to caller and provide number.

If no, then let the caller know that you will contact them as soon as you are taking in-person appointments. Add them to "Application Notification List."

Minute Clinic Numbers
Location Number
14384 Seedhall Road
Clairmont, TX (next to Harris Teeter)
555-343-3423
37248 Broxton Avenue
Mercedes, TX (next to the stadium)
555-242-3432
54243 Sepulveda Boulevard
Benton, TX (next to movie theater)
555-243-2342

Have you visited Dr. Jama before?

Have you visited this clinic before?

Schedule televisit appointment

  1. Locate patient record
  2. Confirm name, phone, address, email
  3. Confirm insurance
  4. Create televisit account for caller
  5. Schedule televisit appointment

Schedule televisit appointment

  1. Create a new patient record
  2. Include personal information:
    • name
    • phone
    • address
    • Social security #
  3. Gather insurance info
  4. Create televisit account for caller
  5. Schedule televisit appointment

Select a reason for the appointment

What would the individual like to see the doctor about?

Confirm age

I'm sorry to hear that. I'll do what I can to help you out.

Now, as you may know we're limiting our doctor visits to those who are at a high risk for COVID-19. So I need to run through a couple of questions so that we can offer everybody the best solution for right now.

May I ask how old the person you are calling about is?

Verify whether they've come in contact with another person with COVID-19

Has this individual recently come into contact with somebody who has tested positive for COVID-19?

Have you visited Dr. Jama before?

Okay. So I'm going to schedule a personal visit to the doctor. Has this individual visited this clinic before?

Schedule appointment

  1. Locate patient record
  2. Confirm name, phone, address, email
  3. Confirm insurance
  4. Schedule appointment

Schedule appointment

  1. Create a new patient record
  2. Include personal information:
    • name
    • phone
    • address
    • Social security #
  3. Gather insurance info
  4. Schedule appointment

Determine if caller is familiar with televisits

At this time, all appointments that are not a high risk for COVID-19 are being done using televisits. Has the individual you are calling for ever done a televisit before?

Confirm caller has access to proper technology

Just as a reminder, televisits require:

  • internet
  • video on your smartphone or computer
  • microphone and speakers

Determine if caller has right technology

Televisits occur using a:

  • smartphone,
  • laptop computer, or
  • desktop computer.

Does the individual you are calling for have access to any of those?

Confirm caller has video, microphone, speaker

Okay. Does the individual you are calling for also have access to:

  • internet
  • video on your smartphone or computer
  • microphone and speakers

Instruct caller how to set up device for a televisit

Great! It sounds like the person you are calling for has everything you need to set up a televisit. I'll schedule your for the next available appointment.

Provide alternative options

Okay. Unfortunately, if you do not have access to any of those devices, then you will not be able to do a televisit.

An alternative would be to visit a Minute Clinic. I can give you the number to the nearest minute clinics. Would that be okay?

If yes, then determine which location would be closest to caller and provide number.

If no, then let the caller know that you will contact them as soon as you are taking in-person appointments. Add them to "Application Notification List."

Minute Clinic Numbers
Location Number
14384 Seedhall Road
Clairmont, TX (next to Harris Teeter)
555-343-3423
37248 Broxton Avenue
Mercedes, TX (next to the stadium)
555-242-3432
54243 Sepulveda Boulevard
Benton, TX (next to movie theater)
555-243-2342

Provide alternative options

Okay. Unfortunately, if you do not have access to any of those devices, then you will not be able to do a televisit.

An alternative would be to visit a Minute Clinic. I can give you the number to the nearest minute clinics. Would that be okay?

If yes, then determine which location would be closest to caller and provide number.

If no, then let the caller know that you will contact them as soon as you are taking in-person appointments. Add them to "Application Notification List."

Minute Clinic Numbers
Location Number
14384 Seedhall Road
Clairmont, TX (next to Harris Teeter)
555-343-3423
37248 Broxton Avenue
Mercedes, TX (next to the stadium)
555-242-3432
54243 Sepulveda Boulevard
Benton, TX (next to movie theater)
555-243-2342

Have you visited Dr. Jama before?

Has the individual you are calling for ever done a televisit before?

Schedule televisit appointment

  1. Locate patient record
  2. Confirm name, phone, address, email
  3. Confirm insurance
  4. Create televisit account for person seeing doctor
  5. Schedule televisit appointment

Schedule televisit appointment

  1. Create a new patient record
  2. Include personal information:
    • name
    • phone
    • address
    • Social security #
  3. Gather insurance info
  4. Create televisit account for person seeing doctor
  5. Schedule televisit appointment
Congratulations, you are done!
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