Administer appointments

This standard is about administering appointments.  You will need to be able to receive and record information for appointments.  Based on this information you will then need to schedule appointments and communicate appointments to others.

This standard also covers receiving individuals for appointments.  You will need to communicate with individuals effectively and check their details.  Because of the sensitivities involved you will need to maintain their dignity and confidentiality.  You will also need to record the outcome of appointments.  The outcome may be for example: follow up appointment, discharge, add to waiting list or admission.

For this standard you will need a good awareness of records administration and the importance of data quality.  You will also need to adhere to organisational protocols and procedures.

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1. access and accurately interpret all relevant work instructions and information
2. work safely at all times and in accordance with all relevant legislation, guidelines, policies, procedures and protocols
3. deal promptly and effectively with any problems within your control and report those which cannot be solved
4. communicate with the individual and key people at a pace, in a manner and at a level appropriate to the individual's understanding, preferences and needs
5. respect the individual's rights and wishes relating to their privacy, beliefs, and dignity
6. confirm identity of the individual in accordance with organisational procedures
7. obtain the required information for appointments
8. check the appointments against the master and take the appropriate action where there are differences
9. record the necessary referral information
10. pass the referral to relevant others for prioritising within the required timescale
11. allocate appointments in accordance with organisational policies and procedures
12. book appointments or put the individual on the appropriate list
13. communicate the status of appointments to individuals and key people
14. monitor appointments availability and ensure effective use of appointments to meet organisational requirements
15. reschedule and reallocate appointments and communicate new information to the individual and relevant others
16. ensure all the relevant records are available for the appointment
17. take the appropriate action if records are missing
18. record the individual's arrival and pass the records to the relevant person
19. reconcile appointments by balancing attendance against scheduled appointments
20. process records correctly in accordance with the appointment outcome
21. maintain the confidentiality of information at all times
22. complete and store all relevant documentation in accordance with organisational requirements

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1. the current legislation, guidelines, policies, procedures and protocols which are relevant to your work practice and to which you must adhere
2. the scope and limitations of your own competence, responsibilities and accountability as it applies to your job role
3. how to access and interpret all relevant work instructions and information
4. specific procedures for reporting issues which are beyond your competence, responsibilities and accountability
5. the duty to report any acts or omissions that could be unsafe/detrimental to you or others
6. the hazards and risks which may arise during the execution of your work role and how you can minimise these
7. how to adapt communication styles in ways which are appropriate to the needs of the individual  
8. the needs of individuals including issues relating to dignity, confidentiality, and privacy
9. organisational management structures, roles, and responsibilities
10. how to obtain positive confirmation of an individual's identity in accordance with organisational procedures
11. the importance and reasons for maintaining confidentiality
12. the importance and reasons for validating and entering timely, accurate and relevant data
13. the organisational policies and procedures for scheduling and allocating appointments
14. how to manage duplicate records
15. the function and use of the minimum data set
16. the importance of maintaining the dignity of the individual and treating them with respect
17. how to communicate effectively with individuals and others
18. how to deal with difficult situations that may arise
19. the records procedures for individuals with appointments
20. the action to take if records are missing
21. the administrative outcomes of appointments
22. how to reconcile appointment lists
23. how to complete and safely store all relevant documentation in accordance with organisational requirements

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2

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31 Mar 2026

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Current

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Original

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Skills for Health

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SFHGEN25

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Health and Social Care, Health and Social Services Officers, Health Associate Professionals, Health Professionals, Health, Public Services and Care, Healthcare and Related Personal Services

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2259

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Administer, appointments

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