Compassionate Care
What is a desire to assist others or pitch in during a time of their time of need.
What is Compassion.
We practice Compassionate Care at NCCM.
When creating an encounter?
What is obtaining demographic information and ensuring the name, spelling, data is correct.
What is something you can do to ensuring healthy self care?
What is drinking plenty of water (or coffee for some of us)
Which SOP would you review the process of creating a chart or encounter?
What is the Documentation SOP.
What do you need to complete to ensure the correct demographic information is completed. Repeat the name and correct spelling, the date of birth, zip code, and telephone number prior to completing a refined search and creating an account.
What program is focused on the psychological needs of callers and facilities?
What is the NCCM Behavioral Health and Telepsych Staff in improving access to mental health care and programs.
What is the feeling of awareness toward other's emotions and an attempt to understand how they feel?
What is Empathy.
Empathy is our feeling of awareness toward other's emotions and an attempt to understand how they feel.
How do you enter the name of the caller if they are not the patient?
What is free text!
What is get up and move!
What SOP would you get information about accessing the Language Line?
What is the Language Line SOP
What program is available for participation in guiding the upcoming nursing professionals
What is the Galen Nursing school clinicals
What is one important model that NCCM practices when working with callers and team members?
What is developing good practices and assume good intentions from others we come in contact with.
Where is call redirects documentation completed?
What is in the general information section. These callers can be anonymous.
If possible insert the "Facility Referred to"
How can you do to minimize stress?
What is determining establishing a healthy work-life balance.
What is the Assessment SOP
Any patient that is symptomatic, and excellent example is the caller has questions about what medications they can give?
Which program that assists patients with Cancer Care
What is Sarah Cannon
What are some de-escalation techniques to use with callers?
What is repeating their concerns to ensure you understand their needs.
What is an important action to complete after the engagement case is created?
What is linking the call!
What is something you can do to make work fun and enjoyable?
What is get to know your team and support each other.
Which SOP contains the information on how to deal with a patient that might be difficult or a frequent caller?
What is the Difficult, Harassing, and Frequent Callers SOP.
How do you assist callers that call multiple times within a 24 hour period? Obtain demographics, insure demographics are correct and complete, review the previous encounters and review what the current concern, reinforce previous clinical advice.
What is a program that supports those callers on their weight loss journey?
What is Bariatrics
What is something you can do to ensure the caller/patient feels you are engaged?
Active listening without bias.
What information is needed to provide care for a caller who does not want to provide demographic information?
What is the DOB (or age) and Zip Code (or at least state)
What is something you can do to minimize frustration and stress?
What is reach out to your supervisors and team with questions or concerns.
Don't let this get ahead of you! We want you to be successful!
Which SOP provides you with handling a caller you feel will need emergent need or a safety contact.
What is the Welfare Check SOP.
You must have the complete address, telephone number, weapons, large animals.
What program assists patients and staff at our HCA facilities to improve throughput and patient care?
What is the Virtual Nurse program with timely and efficient admissions and discharges.