Messages 1
Patient reports UTI symptoms and requests an antibiotic. What do you do?
Review chart. If the patient hasn't been seen for the same symptom recently, initiate a Seek Care Ticket.
Who do you route a chest pain message to?
NAL
"My husband and I need to get Yellow Fever vaccines for a trip to South America. Do you give those in your office? If not, can you suggest where we can get it?"
Use Smartphrase:
Thank you for reaching out. For your upcoming international travel, I recommend reviewing the vaccination guidelines on Passport Health's website: Passport Health – Travel Clinic – Norfolk. The website will provide a comprehensive list of required and recommended vaccinations for the specific country you're visiting. You can also schedule an appointment at a local Passport Health clinic to receive the necessary vaccinations prior to your trip.
How many messages should be completed daily?
120+
How many days for a provider to respond to non-symptom messages?
Respond within 2 business days.
Patient requests refill for Metformin and says 'having chest pain lately.' What do you do?
Send to NAL
Route non-symptom requests to?
Clinical team
I’ve had on and off chest pain since December 2024 - I’m assuming I’m just stressed lately. But is it possible to add chest to the MRI order. Or would the CT chest scan show everything?
Route to provider
Best time to tackle complex messages?
Start of shift
How often should the shift schedules be reviewed?
Daily
Patient requests work note for absence 3 days ago. No prior visit. What's the protocol?
Cannot provide without visit. Offer telehealth or office visit.
Which messages should be routed same day to NAL?
Urgent symptom messages
I need a physical form signed.
Non-symptom
Strategy to avoid bottlenecks?
Work oldest to newest messages
Can you message Dr. Smith to change my medication?
What should you do?
Message routed to provider with context. No med changes without provider review.
Message includes new rash and med refill.
Symptom
"If I combine the trazadone and the lorazapam, how long will the effects last? And when would I be able to drive?"
Route to provider
What type of message is 'Requesting lab results'?
Non-symptom