What color do physicians appear in Medicall when they are part of an answering service?
Pink
Infant Abduction
Code Pink
How should your face look when you're answering a call?
Smiling - makes us subconsciously adjust the pitch and present a pleasant tone
Where do you find the Hospital Policy and Procedures?
1. On Mercy Central
2. In your training book
What key do you press to answer a call?
F1
Where do you find the on-call groups?
Bottom right hand corner of Medicall
Cardiac Arrest
Code Blue
What is the proper greeting when answering a call?
Good Morning/Afternoon, Mercy Medical Center, My name is __________. How can I help you?
If you need to call out, How many hours should you call before your shift?
Day Shift- 2 hours
Evening/Night- 3 hours
But if you know sooner then call sooner
What key do you press to transfer a call?
F12
What question/s do you ask when a patient calls after hours to speak to a physician?
1. Who is your doctor?
2. Whats the nature of your emergency?
Bomb Threat
Code Gold
What should you say when placing a caller on hold?
May I place you on a brief hold?
What's the latest you can clock in for your shift and not be late?
5 minutes
For example: Shift starts at 8:00am - latest clock in is 8:05am. At 8:06am - Late
What color do patients appear in Medicall?
Green
Once you have taken a message and passed the message to the physician. What should be your next steps?
Go back to the message and identify its status as delivered and the delivery method- delivered via cell, home, etc.
When someone calls to report an emergency situation and needs a code called for assistance, What 3 things should you get from the caller?
1. Type of Code
2. Location- Identity Building, Floor or Suite #, Practice Name
3. Caller's Name
Before transferring a caller, what should you say?
Please hold for your transfer
Where can you clock in and out for your shift?
On your computer
How do you send a page in the Medicall System? (What Keys do you press?)
CTRL - F5
Sometimes doctors call and make updates directly to the operator about their on-call schedule after hours. (They have emergencies too). Where should these updates be documented?
1. In the physician's profile
2. Send an email to the team
When there is a code red, what steps do you take to process this alert?
1. Copy information from Notifier box
2. Announce it overhead 5 times
3. Send a Page thru *Code Red
4. Call 911
5. Wait for all Clear from fire and safety
What are the 6 mercy values?
Dignity, Hospitality, Justice, Excellence, Stewardship, Prayer
What number do you call when you are late or absent?
Call 410-332-9000. Call the operator first and they will page/call the manager.
This process documents the event and also for open communication in the dept.
What color does an emergency code present?
Red