Processes
How often do we contact for an Emergent patient? Non Emergent?
Emergent- 5 minutes
Non- Emergent- 20 minutes
What grid do you always check for medication calls?
Medication Grid
True or False. We always transfer to nurse triage after hours.
False
What office uses the CVI 911 note? What symptom is it used for?
Cardiovascular Institute
Chest Pain
how do we handle calls when patients call in requesting test results?
If symptomatic, call the provider on call
If non-symptomatic, send encounter to office
Where do you transfer critical test result calls from labs?
PALS or phone number based on the region
What is the difference between Smartweb and Mobile App?
Smartweb- Unsecure test message
Mobile App- Secure messaging system
Which office do we call for anything for?
St. Jude
What is the back up process? (when a provider doesn't answer the call)
midlevel - fellow - attending - patients SPECIALTY provider
Where do you check to see if a Neuro Surgeon has PTO? What do you look for to see who is covering them?
Neuro Surgery Qgenda
Neuro Surgery Attending
What is always your Reason for Call in your note? What are your only two options for Disposition?
Answering Service
Call PCP Now or Information and Advice Only
How many Non-OSF offices do we cover for? What are their names?
3
Elemental Center, ID Associates, and S.L Yang
What is all included in a MIDAS?
Patient MRN
Provider Info
Times you attempted to contact the provider.
If the provider answered, an explanation of why the provider declined the call.
If the provider did not answer, all the times/methods you used to contact the provider.
St. Jude, Congenital Heart, CVI Galesburg, and INI Neurosurgery
What provider wants the encounter routed to them as soon as you connect with them?
Dr. Sinha
What offices do we fax encounters for?
All Non-OSF offices
What is one reason we would warm transfer to our nurse triage for Answering Service after hours?
If you have attempted to reach the POC and followed the back up process with no answer, you can reach out to a nurse to see if they are willing to speak with the patient and provide any clinical advice
How do you ED, hospitalized patient, ad consult calls?
ED- speak with charge nurse/ floor nurse
hospitalized patient- speak with charge nurse/ floor nurse
Consult- transfer to PALS or number for the region they are calling for