SBAR
Length that the "Situation" should be
What is "1-2 sentences"
Action a Specialist should take when they've engaged a Sr. Specialist in an escalated call.
What is "Specialist stays on the line with Sr. Specialist unless caller is providing feedback about another OPX staff member.
Age that Minors are considered to be independent patients
What is 13 years of age/or older and younger than 18
What are three complaint case examples
What is.... (Staff share 3 and validate accuracy)
When a case should be created in CSW.
What is "in the moment/during the call"
_____________ statements (or words) should not be included in an SBAR to uphold mutual respect and focus on facts/needs vs. emotion.
What is "derogatory"
Action that is important in our phone interactions as it helps decrease patient call backs.
What is "explain case review process and share expected timeline"
When you can proceed forward with the care review even if you have been unable to contact the patient directly
What is documentation is present that the caller was actively participating in medical decisions.
What are three grievance case examples
What is.... (Staff share 3 and validate accuracy)
Verbal authorization is good for this type of case ___________.
What is "current case being worked"
A thorough Assessment includes a review of
What is "Medical Record" (EPIC, EMR)
Action that reassures the patient that you were listening and ensures you've captured the reason for their call.
What is "clarify patient concern at the end of every interaction".
Action to take when Patient caregiver has ROI on file, but you're unable to reach patient.
What is "follow unable to contact procedure"
When is an inpatient concern is considered a grievance
What is "priority alerts or concerns spanning over multiple areas or services or patient is home and is calling with concerns after discharge"
Medical acronyms are _______ by first _______ the abbreviation when first used.
What is "acceptable" and "expanding"
A Recommendation should be _________ and __________.
What is "specific" and "concise"
Purpose of the Weekly Wiki and the actions you should take each week
What is "sharing of recent edits in Shelf, important announcements such as Hot Topics and BOLOS", "Read it and Confirm you're read it each week"
In regard to Caregiver ROI, this is the process you follow with a Priority Alert case.
What is "alert and make contact to patient to let them know that we are proceeding forward based on the severity of the case".
Type of access concern that can be worked as a complaint
What is "appointment move up requests"
Requests for the practice to call a patient should be ________.
What is "reserved"
SBARs should be _______ based and not include ________.
What is "Fact" and "Individual/Specialist opinions"
What statement should be made on every outgoing call to a patient?
What is I'm calling on a recorded line for excellence.
A way to know a patient is not in a decision-making capacity (alerted mental status/nonverbal)
What is "banner of a flag of this status in EPIC"
If a third-party agency calls with a concern, you should do what?
What is let them know we need the request in writing.
When should "Experience" be used as the type of adjustment?
What is when OPX staff/OPX leadership have made the decision to make an adjustment.