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If a patient comes in....
Your Experience
Patient Experience
Organization
MISC
100

...and asks you to fill a prescription on the spot

Advise them that they must go online or call Aeroflow's main number to complete the intake process. 

100

Describe how you were oriented to your position.

new hire orientation, departmentally specific training, ongoing education

100

List 3-4 patient rights

Right to informed consent: Patients have the right to receive clear and understandable information about their medical condition, treatment options, and potential risks and benefits. 

Right to privacy: Patients' medical records and personal information must be kept confidential. 

Right to quality care: Patients have the right to receive safe, effective, and appropriate healthcare services. 

Right to participate in care decisions: Patients have the right to be involved in planning their treatment and to make informed choices about their healthcare. 

Right to access medical records: Patients have the right to access their medical records and receive copies upon request. 

Right to file grievances: Patients have the right to file complaints about their healthcare or treatment. 


 

100

Describe the chain of command

variable

100

What would you do if there was a fire?

calmly, safely leave building
call 911
use fire extinguisher (ONLY IF YOU KNOW HOW)

200

...and asks to return equipment

Advise them that they must call our main telephone number to schedule their equipment return.

200
Describe your duties and responsibilities

VARIES

200
List 3-4 patient responsibilities
Provide accurate information: Patients are responsible for providing accurate and complete information about their medical history and current health status. 

Follow instructions: Patients are responsible for following their healthcare providers' instructions and taking prescribed medications as directed. 

Notify healthcare providers of changes: Patients are responsible for notifying their healthcare providers of any changes in their health status or contact information. 

Respect healthcare staff: Patients are responsible for treating healthcare staff with respect and dignity.

Pay for services: Patients are responsible for paying for healthcare services according to their insurance coverage or out-of-pocket costs. 

Report complaints: Patients are responsible for reporting any complaints about their healthcare to the appropriate authorities.
200

Who is your compliance officer?

Denise Yarborough!!

200

What must all visitors do regardless of the reason for their visit?

Sign the visitor log!

300

...and wants to file a complaint

Take as much information as possible including patient id, name, telephone number, nature of complaint, desired outcome, etc. and email complianceofficer@aeroflowinc.com
300

Give an example of an ethical issue you may encounter in your role at Aeroflow. 

varies

300

How are patients informed of their expected financial responsibility?

In their AOB.

300

How is care provided to patients when there is a language barrier?

Language Line

300

Explain what your monthly office safety checks involve?

Fire extinguisher
emergency lights
smoke detector
first aid kit
eye wash

400

...and leaves equipment with you. 

Place in quarantine area, reach out to compliance to have a return box shipped. 

400

How were you oriented to Medicare and other payors coverage criteria?

Departmental training, ongoing training, research, resource links, etc. 

400

How are patients educated?

user manuals in product box, troubleshooting over the phone, telehealth calls with clinicians

400

How are after hours calls handled?

Voicemail

400

What are the DMEPOS supplier standards? Name 3-4
How are they distributed to patients? 

A list of rules set forth by Medicare that suppliers must follow in order to be in compliance with CMS. Distributed via AOB/patient paperwork upon intake. 

500

...and asks if we provide Oxygen.

NO, but you can call Rotech and they can help you.

500

When was your last evaluation? Who did it?

SHOULD BE: 2024, direct supervisor

500

How are patients notified of delivery times?

tracking emails

500

What if we can't meet a patient's needs? how is the referral source notified?

We try to refer them to a supplier that CAN. We call/email/send OSR the referral source to let them know. 

500

What is the PI Program? How does your role impact the results?

A series of audits conducted by the compliance team (complaint data, billing/coding audits, shipping and delivery statistics, referral source satisfaction, etc.) to ensure that we're doing everything we need to be doing and give us an idea of where we need to do better.