Messages Matter
The first thing you should do so the patient knows their message was received.
Acknowledge
Medication and refill requests should be sent to this group.
RX Team
A patient is upset and yelling on the phone. Before responding or offering a solution, what should you do to fully understand their concern?
Listen
The reason for the visit and non-par status belong here.
Appointment notes
A patient calls upset because their Wegovy prescription has been pending with the specialty pharmacy for several days, and they have not received an update. Should this be escalated? If so, to whom?
Yes, Management
Once the request is completed, do this so everyone knows the outcome.
Close the Loop
When a coworker’s messages begin building up, you can do this to help.
Step in
During this step, you recognize the patient’s negative experience, even when you did not cause it.
Apologize
You call a patient, receive no answer, leave a voicemail, and plan another attempt. Where should you document this outreach?
Telephone encounter
A physician sends a message asking you to schedule a patient but does not include the visit type or timeframe. What would you do?
Review the chart, ask the physician for the missing details, and contact the patient once the request is clear.
Clear messages reduce delays, confusion, and repeated _____.
Questions
Several departments are involved in a request, but each team assumes someone else is handling the next step. What needs to be established?
Clear Ownership
A patient was scheduled incorrectly but had already arranged transportation and someone to accompany them. The staff member spoke with the physician, and the patient was able to be seen that day. What is this an example of?
Service recovery
A form was faxed and confirmation was received, but the action was not documented. Another staff member later faxed the same form again because they did not know it was completed. Where should the original completion have been recorded?
Chart note/Scanned Fax
A patient asks for a sooner appointment, but nothing earlier is available. What would you do?
Acknowledge the request, offer other options, and document the patient’s response.