Show:
Patient Care
Customer Service
Self Help
Burn Out
Best Practices/Protocols
100

"My Case Manager never calls me back." and "The staff is rude"

What are the top two Terros Complaints of CY 2022?

100

Provide relevant care that addresses and respects language, customs, and values and is responsive to the patient’s unique family, culture, traditions, strengths, age and gender. Providing copies of ISPs and other forms in patients preferred language. 



What is "providing culturally competent services?"

100

The practice of taking an active role in protecting one's own well-being and happiness, in particular during periods of stress.

What is Self Care?

100

a syndrome resulting from chronic workplace stress that has not been successfully managed. It is characterized by three dimensions:

  • feelings of energy depletion or exhaustion;
  • increased mental distance from one’s job, or feelings of negativism or cynicism related to one's job; and
  • reduced professional efficacy.

What is Burn out?

100

Any patient that walks in during business hours and requests to see a BHMP must be worked into the schedule or triaged by RN

What is a walk-in?

200

Doing the right thing

Honesty.

Intention.

Consistency.

What is Integrity?

200

Greeting: Acknowledge your patient, introduce yourself, inquiry of help

Service: Understand the patient's need, describe what you will do to help and follow through with the service. 

Farewell:  Confirm resolution, confirm next appointment, warm hand off to referral, thank the patient and wish them well. 

What is the Customer Service Process?

200

-meditation

-bath

-walking

-exercise

-taking a nap


What are self care strategies?

200

This occurs when the therapist projects their own unresolved conflicts onto the patient. This could be in response to something the patient has unearthed.

What is the Counter Transference?

200

Non emergent _____ should be scheduled 48 hours in advance.

_________ can be used on the same day for emergent or urgent situations.

What is Transportation? 

300

People care by caring people.

Warm Disposition/Smile.

Seek to Understand.

Supportive. 

What is Compassion?

300

How you answer the phone sets the tone for the communication:

This includes your tone, volume, cadence...

What is a verbal smile?

300

Discovering the power within. 

Respect.

Informative.

Show Trust. 

What is Empowerment?

300

_____________is stress resulting from exposure to a traumatized individual.__________has been described as the convergence of secondary traumatic stress (STS) and cumulative burnout (BO), a state of physical and mental exhaustion caused by a depleted ability to cope with one's everyday environment.

What is compassion fatigue? 

300

AHCCCS has established standards so that members presenting for scheduled appointments do

not have to _____ unreasonable amounts of time. Unless a behavioral health provider is

unavailable due to an emergency, a member appearing for an established appointment must

not ____ for more than 45 minutes.

Behavioral health providers arranging for, or providing non-emergency transportation services

for members must adhere to the following standards:

  • A member must not arrive sooner than one hour before his/her scheduled

appointment; and

  • A member must not have to ______ for more than one hour after the conclusion of his/her

appointment for transportation home or to another pre-arranged destination.

What are wait times?

400
  1. Visiting member in person or by phone depending on hospitals accessibility
  2. Complete ARCP/ISP to reflect current hospitalization and Assessment if out of date
  3. Facilitate discharge in person and provide transportation from hospital.
  4. Assist with screening and intakes for members inpatient that have been referred to placement.
  5. Assist with providing discharge paperwork to clinic provider
  6. Complete post hospital discharge follows up protocol.


What is Hospital inpatient Coordination?

400

-Smile

-Eye Contact

-Wave Hand

- Use Patients name -Introduce yourself including your pronouns at the beginning of every patient contact. 

What is greeting patients? 

400

A fun safe place to spend an hour or less with co-workers to learn Spanish, LGBTQ+ community happenings and talk about social justice. 

What are the ERGs?  (Employee Resource Groups)

400
  • feelings of helplessness and powerlessness in the face of patient suffering.
  • reduced feelings of empathy and sensitivity.
  • feeling overwhelmed and exhausted by work demands.
  • feeling detached, numb and emotionally disconnected.
  • loss of interest in activities you used to enjoy.

Warning signs of compassion fatigue? 

400

Call to patient within 24 hours, following any missed appointment. If unable to reach by phone, a face to face/home visit is completed within 72 hours, following missed appt. 

What is missed appointment protocol?

500

Veyo can only take patients here?

What are AHCCCS approved medically necessary service providers? 

500

Communicating with these frontline staff members when you will be out, specific patient needs, team updates, process updates, patient changes, etc... 

What is coordination with the front desk?

500

Assistance program providing services including:

1) 5 in person therapy sessions per incident

2) Mental health support including bereavement and depression, etc...

3) Community Support including: Childcare, eldercare and legal services 

What is the EAP ?

500

Thank you for your email or voicemail.  Please coordinate with my CC or CM (name).  I am on currently out of the office. 

What is leaving an away message (email and voicemail) when you are on PTO?

500

We call patients back within 24 business hours after a VM or other contact. 

What is follow up clinical best practice at Terros?