U-turn
When should we provide the U-turn?
At the end of the call after scheduling and pre-registration
What type of clinical communication and smartphrase/dotphrase is used when requesting Lab or Imaging Results and has not been called.
TE--Clinical Request
What should always be done in the appointment notes when scheduling tier 3?
Notating T3 to advise the clinics that patient is not establishing care or changing providers.
What question should always be asked to verify we are not scheduling a work comp injury when the patient answers that the visit is from an accident/injury?
"Would this be a work comp injury?"
"No inhibitions-make no conditions. Get a little outta line"
Man I feel like a Woman!- Shania Twain
Where in Epic should the U-turn be performed?
At the appointment desk
When a patient is requesting an antibiotic for a cold what type of communication is sent?
Clinical Call to triage nurses for the symptom that the patient is requesting antibiotics for.
What providers can't you schedule with when tier scheduling tier 3
Care Teams outside of home clinic
Patient calls at 830AM Monday February 24th for a 8AM appointment on February 25th. What cancellation reason is this?
Late Cancel
"You can dance, you can jive"
Dancing Queen-Abba
What 7 items are required to complete a full u-turn?
Date/Day of the Week
Check in Time
Appointment Time
Duration of the visit
Provider
Location
Patient instructions (ID, Insurance card, No Surprises act "estimates" scripting)
What is the smart phrase used when someone requests a referral to a specialist
"Referrals/auths"
What color does a fever of 100 that started this morning fall under
Green Flag
When is the latest time a patient can be scheduled for an appointment?
They can be scheduled if they can make check in time.
"it started out with a kiss, how did it end up like this?"
Mr. Brightside- The Killers
What is the step that is performed after performing a U-turn
The final offer of assistance
What is the specific step you need to take to ensure the in basket message routes as a patient call back for a returned call on results?
Select the drop down arrow and select patient call back
A patient calls and states: " I am very depressed and I am not going to make it into my appointment today. Can we reschedule?" What is your next step?
Ask the patient clarifying questions "Are you having thoughts of harming yourself or others?"
What should the answer be marked in the decision tree for an ER follow up, Hospital follow up, or pre-op visit for a patient?
Hospital Follow Up.
"I wanna roll with him, a hard pair we will be"
What are the two benefits of performing the U-turn?
Hint: One for you and one for patient
Double checking your work and reviewing all of appointment information to the caller at the end of the interaction.
When can we relay the normal results?
Only for labs that are ALL normal. (Lab tab must say normal, not just the provider/nurse note). Office must have tried to make the first attempt.
If a patient that is 23 years old and has a cough is calling to schedule an appointment what should be the first visit that is offered?
Scheduling the patient with On Demand- Virtual First providers.
What is the rule for scheduling family members?
Must be back to back with the same provider
"Why do we scream at each other? This is what it sounds like"
When the Doves Cry- Prince