Service Excellence
HCPNV SOPs - Oh My!
Disease State Markers
Total Care Model
Medication Mania
100
Correct Response to Phone Call
What is Thank you for calling (clinic name) this is (your name), how might I help you?
100
Vital Signs
What are Height, weight, temperature, pulse, respirations, BP & Pulse Oximetry
100
A HbA1c of 12%
What is a poorly controlled diabetic patient?
100
All our patients are involved in this model
What is the Total Care Model?
100
DOB and social security number
What is how to identify a patient?
200
Warm Transfer
What is our preferred method for transferring patients that contact our clinics?
200
Ruptured ear drum, Active Infection, Anticoagulation treatment
What are the 3 contraindications when performing an ear lave procedure.
200
Spirometry
What is the diagnostic test used to monitor one’s COPD?
200
Blue Sheet Process
What is our process for patients with immediate or urgent needs?
200
Performed at all routine clinic appointments to ensure a complete and accurate medication listing
What is medication reconciliation?
300
Smile
What is a way that we connect with patients non verbally?
300
Five Rights of Medication Administration
What are: 1) Right Patient 2) Right Route 3) Right Dose 4) Right Time 5) Right Medication
300
PHQ 2 & PHQ 9
What are depression screening tools?
300
HEDIS
What is the health effectiveness data information set? OR set of health promotion and disease state measures
300
An injectable drug frequently used in HCPNVs clinics for short-term management of moderate to severe pain administered by a MA
What is Toradol?
400
Unmet Expectations
What is behind every complaint?
400
90 Day Skills Lab, Annual Skills Lab, MAFLS, NCMA certification and Recertification
What is The MA Pathway?
400
ACE, ARB, ASA, Statin & BETA-blocker
What are the medication classifications used in managing CHF/CVD patients?
400
STARS
What is the rating of health care quality?
400
Uses a formula, requires a 2 person check with documentation in EEHR
What is how to calculate a medication
500
Reconnect
What does the R stand for in the C.L.E.A.R. model? OR What we need to do with every patient before ending our interaction?
500
Initialed onced opened and discarded after 28 days
What are the steps taken when opening up a new, mulit-dose medication vial?
500
Glomerular filtration rate
What is the best measure of kidney function
500
A patient with an HCC of 3
What is a very sick or high risk patient?
500
Dosage range
What is the range between the minimum amt & the maximum amount of drug required to produce the desired effect.
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