C.A.R.E.S.
What does the C stand for?
Give an example of how you use it in your work.
Connect/Communicate
[Any appropriate scenario]
How often should Patient Access staff comb the schedule?
Multiple (2-3) times daily
Name the process of checking PNC's OpenSchedule application in advance.
Combing the Schedule
Why do we comb the schedule?
In order to ensure greatest access to care for patients, and ease of use for clinicians.
Who is responsible for combing the schedule?
All PA staff!
(Primarily PCC1 and PCC2; with assistance from sites when they are not busy)
What does the A stand for?
Give an example of how you use it in your work.
Ask
[Any appropriate scenario]
What 2 criteria should we consider while splitting overbooked appointments?
(2 criteria)
- Location (to limit strain on nursing staff)
- Time (max one in AM and one in PM, per clinician)
When is it okay to overbook a clinician?
(2 criteria)
- No more In-Person appointments available
- Student cannot wait to be seen at next available (a.k.a. "urgent" needs)
Where can PA staff find information on combing the schedule?
(2 places)
- G Drive
- Microsoft Teams
What 2 daily schedule conditions should we look at while deciding which providers will receive overbooked patients?
(2 conditions)
- Any no-shows or empty appointments in the past 2 hours (better for overbooking)
- Previous overbookings that day (worse for overbooking)
What does the R stand for?
Give an example of how you use it in your work.
Repeat
[Any appropriate scenario]
Who performs wound care? What provider names/locations do we book?
Nursing staff
PCC1, Pod A, Pod B, Pod C
DAILY DOUBLE (TRIPLE??)
Tell us a story about difficulties that could have been avoided if we had combed the schedule far out in advance! Bonus points to anyone who can add their perspective to the story, or has a story of their own (Max: 3 people).
All contributors receive 300 points, thank you for the examples of why we do what we do!
What extra steps must we take to accommodate a minor who has booked an appointment with us?
Check for consent (3rd party and/or self-sufficient minor)
If none, please use .minor text macro and send to patient via secure message
How do we process appointments which are requests for STI testing?
Send secure message to the patient using text macro .sti
Go back to the appointment and add in the comment area “SM sent to patient”. (leave appointment as is)
If the student responds forward to WENGER, ADVICE NURSE if the reply is a question from the patient regarding STI testing.
What does the E.S. stand for?
Give an example of how you use it in your work.
Exit Strong
[Any appropriate scenario]
Who can overbook a clinician?
(4 answers)
- PA staff
- Nursing staff
- Contact Center
- The clinician themselves
Name at least 6 "trigger words".
(There are 8 total)
Allergic Reaction, Bleeding, Chest Pain, Difficulty Breathing/Shortness of Breath/Respiratory Distress, Severe Abdominal Pain, Shock, Suicidal
Name at least 8 respiratory symptoms.
(There are 10 total)
Cold symptoms, Flu Symptoms, Chest Pain, Fever, Sore Throat, Runny Nose, Chills, Cough, COVID Exposure, Positive COVID
After combing the schedule, there are a number of other daily tasks for PA staff to complete throughout the day - what are the 3 remaining major processes?
- Tasklist
- Waiting List
- No Shows
DAILY DOUBLE
Tell us a detailed story about how a teammate (not yourself) used each point of C.A.R.E.S. to go above and beyond in their patient care!
Storyteller AND teammate in the story get 500 points! Great job!
It is 2pm and all quiet up in PCC2, and you see that Nursing Pod A is calling. It is likely concerning a patient whose appointment you'd combed earlier this morning. There are no patients in sight nor in the waiting room. How do you answer the phone?
"Thank you for calling USC Student Health, this is [Name]. How can I help you?"
(Optional to add department or location)
What do we do when we observe "trigger words" while combing the schedule?
PA staff to notify the Nurse of the Day to contact the patient urgently. Do not cancel the appointment unless instructed to by nursing staff.
What do we do when we see someone booked in person with respiratory symptoms?
Check for prior telemed appt; if none found, cancel in-person appointment
Contact patient and offer telemed; apologize and explain as this is our policy due to COVID
What 8 things should all appointments be combed for?
(All 8 required!)
- Eligibility
- Pre-visit questionnaire
- Minor
- Trigger Words
- Respiratory Symptoms
- Wound Care
- STI Testing
- Multiple Appointments in a Day