Situational Situations
IB: I would be willing to see a rheumatologist but not Dr. Sandhu in Chico. I have been to him before and do not want to go back. Are there other rheumatologists in Chico?
IB to Primary Care Referrals
Phone call from community member: I cut my hand please make me an appointment.
Check if they're a patient of our office!!
IB/Phone: I hate you all and my provider. Grumpy words and Grumpy thoughts. Rawr.
IB/Call to Tori.
HPV Shot #1: 2/1/2023
HPV Shot #2: 4/1/2023
HPV Shot #3: ?
8/1/2023
How you should answer the phone.
Enloe Primary Care this is MINNIE
IB: Since it seems like no one is taking new patients for nutritionists and dieticians, what do I do now?
Message to referral team, referral team if you can't answer message to Tori.
I'm a patient of your office but want to switch to Dr. Pace for an appointment ASAP, can I?
No but you can go on his waitlist!
IB: Patient had a therapy referral since December 2nd and she has ask that we cancel this referral. She is doing well and no longer wants to get contacted about it.
IB to Tori
If left before 3pm, should get returned same day or at least addressed.
This includes provider line
What to say when you're getting a patient from the lobby to come back.
Hello, my name is MICKEY and I'm your MA today, getting you ready for PROVIDER.
Phone call to front: I need a referral to PT
Telephone encounter created and sent to back office. Include where they want it to go and why if possible.
More Indepth clinical questions may need to be asked by MA once they receive the IB message.
Established Patient: I need a covid booster, when can I come in?
Any open injection times.
**If scheduling within 1 week of "today" advise MA via IB message so they can get correct orders input for injection. If scheduling TODAY notify MA verbally or through Epic chat
IB message from Enloe Clinic: Just wanted to give you a heads up that the following patients referral for imaging are being closed. We have tried to contact the patients several times but have not been successful.
Back office: Forward IB message to Referral Group
Referral team/FO: Call & leave VM or send Mychart message to patient advising they are welcome to call to get scheduled & include other office phone number.
*Provider Line Ringing*
Who Answers?
Every person in office not on the phone already or directly with patient. This includes Tori, FO, MAs, Wes
Patient is wearing a mask - what do you do
Put on a mask as well, to be courteous
Patient called and left a voice message requesting a call back. She mentioned that she got her MRI results and she was advised to follow up with a spine specialist but she was not given any name nor phone number to call. Please advise?
IB to referrals team
Also correct: If answered by front desk no patients are waiting to be helped it's appropriate and expected that they can look into referral while patient is on the phone.
I think I need a medicare visit but I'm not sure when my last one was?
Refer to front desk
Front desk should look up in Noridian once we have log ins.
Until we have log in - advise Tori or send email to Tracy Graham.
Phone: This is Dr. Marco Floridia I need to speak to Dr. Pace.
>Ask about which patient this is regarding. >Find MRN. >Interrupt Dr. Pace if he is in a room and advise him a provider is on the phone.
Timeframe for a new patient with no paperwork done yet who is now late & needs to be rescheduled.
Within 10 minutes
You're on the phone with a person who is screaming and using profanity, what do you say?
I cannot speak to you when you use this type of language. I'm going to hang up now, thank you.
Phone: I'm calling for my wife, a patient of Matt's. She's not acting right and I can't even understand her. I can't bring her in today, can she get seen by him next Thursday?
1. Keep person on phone (or call if this was IB message)
2. Notify provider immediately, no need to interrupt them with a patient but as soon as they're available advise verbally.
*Most important part is "I can't understand her" and "not acting right" take a look at your badge buddy for s/s STROKE.
A patient of Dr. Cummings calls and needs to be seen for a surgery clearance appointment. Their ESPAA appt is 5/5/2023 and their surgery is 5/12/2023. When should we make their appointment with Primary Care?
5/6/2023-5/10/2023
IB Message originally to front office: Good morning Doctor. I haven't received a call from Raley's pharmacy for my gabapentin prescription. I believe we were going to bump it up to 600mg and I'm currently out. Also for some reason my insurance company did not approve the Nurtec prescription.
Where do we forward this and then what will they do?
Send IB to Back Office. (FO staff get points for this)
Back office please check the chart to see if gabapentin was ordered at 600mg, if so please call pharmacy and clarify.
Also Clarify about nurtec need for PA or RX Change.
Lastly, pend the requested med changes in message to provider if that is ultimately what the need is.
Araceli is in room 5 and yells out to the station: "My patient is unconscious". What's next? (give a few answers)
> Someone go in and help her.
> In the room check if the patient is breathing.
> Get a provider and/or Tori.
> Get the oxygen tank and oxygen equipment including BVM.
> Consider calling 911.
> Do not panic.
If you choose 2+ of the above you get points
What to say to a patient when they say bill me for my copay
Unfortunately we need to collect your copay at time of service. We accept cash, card and Apple Pay. You can also pay on your app.