ORDER ISSUE BASICS
What is an Order Issue?
A situation involving a physician or specific client(s) that Goodworks cannot resolve independently and requires assistance from BAYADA partners.
Where should the team member first look for another physician location or phone number?
HCHB under Clinical Manager – Maintain Physicians.
If the physician refuses to sign, what should the team member ask the office?
Ask the reason the physician is not willing to sign.
If the physician is no longer seeing the patient, what should be confirmed about the order?
Confirm the order date and whether the order was created before the physician stopped seeing the patient.
How many attempts are required before escalating a Multiple Attempts issue?
At least 5 attempts.
Name one common reason for an Order Issue.
Unable to Contact Physician; Physician Refuses or Is Unable to Sign; or Multiple Attempts.
Name two records that should be reviewed for alternate contact information.
Coordination notes, demographic change notes, the 00 OASIS, or referral documentation.
If the physician's name is in the Order Description, what should be confirmed?
Confirm that the name in the description indicates the physician was the ordering physician.
If the physician is deceased, what should be done before asking clarifying questions?
Show empathy.
Across how many different weeks should the 5 contacts occur?
5 different weeks.
What must be done with all Order Issues?
They must be properly documented and escalated to BAYADA for further assistance.
What type of search should be performed to locate new practice demographics?
A thorough web search.
What should the team member ask the office to do with the order?
Ask if they could give the order to the physician with a note requesting review.
If the physician is retired, what should be asked?
Ask when they retired and who is now responsible for the patient.
What other variation is required for the 5 attempts besides different weeks?
They should occur on 5 different days of the week and at 5 different times of the day.
When does the checklist classify an issue as Multiple Attempts?
When several documented follow-ups have been made without success and expected turnaround times have been exceeded.
If an automated phone system is reached, what provider-related option should be selected?
Provider to Provider.
If the patient needs to be seen first, what two things
should be asked?
Ask when the patient was last seen and whether there is an upcoming or scheduled appointment.
If a physician is on medical leave, maternity leave, or vacation, what should be confirmed?
Confirm when the physician will return if known; if the absence is long or unknown, confirm who is covering and signing HHC orders.
Give one example of an order that remains outstanding even though the physician is willing to sign.
The order remains unsigned and is on the provider's desk; or the office did not receive the order, and it was refaxed multiple times; or the office cannot confirm receipt and can only send a message to the provider.
What three broad Order Issue types are listed in the checklist?
Unable to Contact Physician; Physician Refuses or Is Unable to Sign; Multiple Attempts.
Before escalating an Unable to Contact Physician issue, what should the team member do?
Attempt to locate another location/phone number, review available records for alternatives, and perform a thorough web search for new practice demographics.
If a physician refuses to sign, name two questions that can help identify the correct signing physician.
Examples: Is the physician still seeing the patient? Has the patient been seen recently? Is another physician in the office able to sign? Is a specialist involved who may be the correct signing physician?
If the physician left the facility, what information should be confirmed?
When the physician left, whether the patient is still being seen at the current office, and who is now responsible for signing HHC orders. If needed, confirm the physician's new business demographics and check HCHB Maintain Physicians.
What alternative delivery action may be offered when an order remains outstanding?
Offer alternative delivery methods.