Pinnacle
How do you go READY/NOT READY
With F7
TRUE or FALSE:
You have to confirm the caller's name
-Provide and example
FALSE
We only confirm the patient's name or the Requesting Dr's name.
List 4 hospital abbreviations and 4 approved abbreviations.
STJ-MAIN, AHWC, MSEC, BP
FX, SX, APPT, SBO
Office is calling in to provide OC information for the weekend. Your supervisor is not available, what is your next step?
1. Go to #6600 and choose *GIVE ONCALL INFO. Enter requested information in the message.
What key can be used to jump directly to the last account you were in.
F1 while sitting on your priority list.
How do you open the HELP DESK?
With ALT+H
Who can call in CONSULTS?
Hospitals and Consult Dispatch
TRUE OR FALSE:
You are not allowed to create or edit LOCATES or SPECIALS
TRUE
All changes are done by a dispatcher or supervisor, park the call to them.
Christopher is a pt of Dr Lee, his medication refill has not been called in and he is a diabetic. He is starting to feel dizzy and his blood sugar is 450. The OC Dr does not take refills after hours, what would you do, how would you write your message?
Take the message as A PT ER, since he the pt's condition is being affected, make sure to mention the symptoms.
E.g.: Pt out of diabetes rx, exp dizziness, blood sugar levels are 450.
Name 4 hospital unit/floor abbreviations
ER
ICU
OBS
B#
What KEY(s) do you use to PARK a call.
Provide 2 examples of situations in which you would need to park a call for a supervisor.
F8
Office calling for account changes, or to provide OC information
What should you do if a Dr calls back to retrieve a pending message?
Find the pending message, relay it to them and ask if they would like to be connected to the caller and patch if requested. Once you have given the On Call the message, notify “N” the message so the Dispatcher can deliver it accordingly.
What is the average TALK time and WRAP percentage?
2 min and 5%
Mauricio with Consult Dispatch is calling in a ROUTINE consult for Dr Patel. What MSG TYPE do you choose in the picklist? What do you add to the caller's name?
-CONSULT
Name should be noted as follows: MAURICIO W/DISPATCH
What does CHAINING mean? How do you do it?
Chaining is when you move to another screen/client within the system, it is done with F12 when prompted by the script.
How do you NOTIFY or COMMENT a message?
Pressing N or C on the message once it has been saved.
Find the original message
If the message is YELLOW, just F2 to EDIT.
If the message is BLUE you must do ALT+C to copy it (make sure it copies to the SAME account you are in), then EDIT it using F2.
Add (CANCEL) BEFORE the caller’s name and the words (CANCEL) in the message regards.
Use “N” to notify the dispatcher it is a 2nd call after hitting F12.
What is the difference between a 2ND call and a Call Again call?
2nd calls are when the caller calls back stating they have not received a response.
Please call again means the caller received a call back but needs to be called again.
Alana is calling from Advent Health Wesley Chapel, has a NEW ADMISSION for the OC Hospitalist, requested by Dr Abdullah. What MSG TYPE and REGARDS do you select and what NAME do you write on the caller's name prompt?
-HOSPITAL
-DR to DR
-Dr Abdullah
What is a Transfer Center? Where do you note the call is coming from one?
A Transfer Center is a department that manages and coordinates the movement of patients into or between healthcare facilities.
You write it next to the caller's name: ELENA w/ TXFR CTR
Explain the steps taken to PATCH a call.
ALT+P to open patch screen
Select the contact you want to call with ENTER and hit ALT+D to dial their number.
Once the contact answers, hit SHIFT+F7 to conference the call.
Press F5 to disconnect yourself
What are the steps to follow when receiving a 2ND Call?
Find the original msg.
If msg is BLUE copy and edit ADD 2ND CALL on caller’s name, msg field and notify dispatcher with “N” after hitting F12
If msg is YELLOW simply edit ADD 2ND CALL on caller’s name, msg field and notify dispatcher with “N” after hitting F12
Describe the steps you follow when receiving a STAT call.
You must include (STAT) at least 2 times in your message with parentheses around them, before the caller’s name and on the msg regards.
Use “N” to notify the dispatcher it is a STAT call.
Maya from Bayfront Transfer Center is calling to request a pt transfer to Bayonet Point.
Please advise which MESSAGE TYPE, HOSPITAL, UNIT and REGARDS you would select, and what should be written in the MSG.
HOSPITAL, BAYONET POINT (BP), TXFR CTR/X-OTHER, LOCATION.
Msg: TXFR from BF to BP
How do you HAND OUT a call to the VOICEMAIL?
Hold down your SHIFT key and press F6, choose TRANSFER TO MAILBOX and press ENTER, then hit ESC