Workflow
Where would you look to find the missed appointments from the workday prior?
Front Desk Calendar
What is the criteria for someone to be officially placed on Engagement?
two missed appointments in a 90 day period (as defined by a no-show, or a late cancellation)
Now that we are in the new workflow for Engagement, how will we identify who to send a letter to?
By going through the chart of the person we are calling, to see if they have an Initial Engagement Note within the last 90 days.
What day and time is the Poughkeepsie Engagement Group?
Wednesday at 11am
How many business days do we have to schedule a hospital discharge?
5 business days
What note do you use to document the conversation and indicate that the client is being considered for Engagement?
Initial Engagement Note
Can a client who is currently hospitalized be put on Engagement?
No.
What do we do if the letter is returned as undeliverable?
Document it in the client's chart, and put an alert on indicating that we need a new address.
What day and time is the Kingston Engagement Group?
Tuesdays at 11am
Who is actually responsible for making sure Family Services receives a discharge summary?
The hospital. We stay on top of things and request them, but ultimately it's their responsibility to make sure they send it.
When calling clients, how would you introduce yourself and explain why you are calling?
Name, FSI, purpose of call, inform about attendance policy, see how we can help with scheduling, explain what Engagement is.
If someone is in Engagement and says they need medications, what would we do?
Take a look at their med list and ask which they need. Send the request to their provider and the nurse covering.
If you are asked to "put someone on Engagement", what is your response?
We are not able to send letters to clients who we haven't been working with, but you - as a clinician - are able to send the letter if you like. They will get a call from us the next time they miss.
What agency do we partner with to use their Peers to run these groups?
People, USA
If someone is referred who only needs medication management, are we able to accept them?
No.
When we send a letter to a client - where are we keeping track of these names?
In the shared document Kaitlyn created.
Can someone on AOT be put on Engagement?
No. We are obligated by court order to provide treatment to them. If there is an AOT no show, there is a separate set of procedures that the clinician has to follow.
Where do we upload copies of the Engagement Letter to a client's chart?
Contact Log.
Explain what same-day appointments are, and how someone can try to be scheduled for one...
The client calls on the day they are hoping there is an opening, and can be scheduled with their clinician for as little as 20 minutes. They can call the Front Desk, or they can call us.
What would we do if we received a referral that indicated someone may be diagnosed with dementia?
Ask the discharge planner for something in writing, from a medical doctor, indicating that it has been ruled out.
When sending emails recommending closures, who do we inform if we discover that there are still pending closures from the week prior?
Stephany and Marilyn
Can a closed client come back to Open Access for an intake without addressing the Engagement Alert on their chart?
No. This person will need to attend a group or speak with a supervisor before they can be considered for readmittance to the program.
What do we do if the clinic is out of stamps?
Inform the office manager.
What happens if a client no-shows the same day appointment?
They will be closed.
If you receive a referral at 4pm, for a same day discharge - what would you do? (All answers are welcome!)
Inform the referent of the 24-48 hour policy and just do the best you can. However, if you need a supervisor, and the hospital has to wait - so be it.