A 71-year-old female patient has a routine follow-up appointment with the physician regarding her medications. Her appointment is at 9:00 A.M. and lasts about 15 minutes. As the patient is checking out at the reception desk, she trips and falls, hitting her head on the corner of the reception desk. There is a bleeding wound on her forehead, and she complains of a headache. The physician and another medical assistant obtain a stretcher and move the patient to an exam room to access her injuries. It is expected that this emergency will take at least 45 minutes to handle. You are managing the schedule for the day. The physician has a full schedule for this morning and has already worked in a couple of additional appointment times for patients who need to be seen this morning for acute problems.

The next scheduled appointment is for a 24-year-old male who needs an employment physical for a new job he is to start next week. He must have the physical performed prior to his first day. His appointment is scheduled for 9:15 A.M. and is expected to last 30 minutes. At 9:45 A.M., two patients are scheduled for the same 15-minute appointment. One has a sore throat, and the other is scheduled for a wound check. The afternoon schedule has two appointment openings: the first at 2:00 P.M., which is for 15 minutes, and the second at 4:15 P.M., also for 15 minutes.

As you read this chapter, consider the following questions:

1. How would you adjust the schedule to allow for the emergency without falling behind schedule?

2. If it is necessary to reschedule patients, who should be rescheduled and when?

3. Would you explain anything to the patients in the waiting room about the emergency? If so, what would you say?