Compassionate Care
CareLink
Self Care
SOPs
NCCM Programs
100

What is a desire to assist others or pitch in during a time of their time of need. 

What is Compassion.  

We practice Compassionate Care at NCCM.

100

When creating an encounter?

What is obtaining demographic information and ensuring the name, spelling, data is correct. 

100

What is something you can do to ensuring healthy self care?

What is drinking plenty of water (or coffee for some of us)



100

Which SOP would you review the process of creating a chart or encounter? 

 

What is the Documentation SOP.

What do you need to complete to ensure the correct demographic information is completed.  Repeat the name and correct spelling, the date of birth, zip code, and telephone number prior to completing a refined search and creating an account. 

100

What program is focused on the psychological needs of callers and facilities?

What is the NCCM Behavioral Health and Telepsych Staff in improving access to mental health care and programs.  

200

What is the feeling of awareness toward other's emotions and an attempt to understand how they feel?

What is Empathy.

Empathy is our feeling of awareness toward other's emotions and an attempt to understand how they feel. 

200

How do you enter the name of the caller if they are not the patient?

What is free text!

200
What is something you can do while working to decrease stress and tension?

What is get up and move!


200

What SOP would you get information about accessing the Language Line?

What is the Language Line SOP

200

What program is available for participation in guiding the upcoming nursing professionals 

What is the Galen Nursing school clinicals

300

What is one important model that NCCM practices when working with callers and team members?

What is developing good practices and assume good intentions from others we come in contact with.

300

Where is call redirects documentation completed?

What is in the general information section. These callers can be anonymous.  

If possible insert the "Facility Referred to" 

300

How can you do to minimize stress?

What is determining establishing a healthy work-life balance.


300
Which SOP contains the information to determine assessment needs for callers?

What is the Assessment SOP

Any patient that is symptomatic, and excellent example is the caller has questions about what medications they can give?  

300

Which program that assists patients with Cancer Care

What is Sarah Cannon

400

What are some de-escalation techniques to use with callers?

What is repeating their concerns to ensure you understand their needs. 

400

What is an important action to complete after the engagement case is created?

What is linking the call!

400

What is something you can do to make work fun and enjoyable?

What is get to know your team and support each other.

400

Which SOP contains the information on how to deal with a patient that might be difficult or a frequent caller? 

What is the Difficult, Harassing, and Frequent Callers SOP.

How do you assist callers that call multiple times within a 24 hour period?  Obtain demographics, insure demographics are correct and complete, review the previous encounters and review what the current concern, reinforce previous clinical advice. 

400

What is a program that supports those callers on their weight loss journey?

What is Bariatrics

500

What is something you can do to ensure the caller/patient feels you are engaged?

Active listening without bias.  

500

What information is needed to provide care for a caller who does not want to provide demographic information?

What is the DOB (or age) and Zip Code (or at least state)

500

What is something you can do to minimize frustration and stress?

What is reach out to your supervisors and team with questions or concerns.

Don't let this get ahead of you!  We want you to be successful!

500

Which SOP provides you with handling a caller you feel will need emergent need or a safety contact. 

What is the Welfare Check SOP.

You must have the complete address, telephone number, weapons, large animals. 

500

What program assists patients and staff at our HCA facilities to improve throughput and patient care?

What is the Virtual Nurse program with timely and efficient admissions and discharges.