All Things Meds
Patient is requesting to refill her BP Medication, what is the first step you're taking?
Asking for medication name & dose - checking Med List to confirm it is prescribed by our office/checking order history to see if refill is necessary to send RX request.
Patient needs a follow up regarding recent symptoms, doesn't fit acute protocols, pre-existing chart messages unsure determining who/how they will proceed - how are you addressing?
Schedule first available routine f/u with Bluebanner/pcp - add update onto message thread, depending on scenario you will send to FD/MA pool - follow your appt messaging tab for best judgement.
Patient is requesting sooner annual appt with anyone available
PCP/Blue banner > Standby
ONLY PCP FOR THESE VISITS
Patient needs PA completed for medication refill
THIS IS NOT REF/AUTH POOL -- MA Pool/.sbar
SOB on & off for 3 weeks - not current
HP Message/Acute scheduling Protocol
Pt is having a hard time breathing, requesting a refill of her inhaler
Confirm medication name/dose/it is prescribed by our offices - does she have any refills left? Should we be directing her to her pharmacy (refills on file?) - PROBE - clinical concerns go into a message to the Nurse, is it necessary to triage in addition to RX request?
Patient last seen in NE office by NP Doyle, blue banner shows NP Pack
Confirm pt has never seen NP Pack/Schedule extended with provider accepting NP
This appointment is NOT eligible for Stand-By
You may send HP Message to MA pool advising patients concerns, documenting scheduling details > they may move appt as they see fit.
However, make sure you are following the workflow for ED F/U -
1. PCP
2. Home Location
3. All Locations
Patient needs a referral as they cannot schedule with ENDO without it
Provider-to-Provider Referral
.referralProvider quick text
PC Auth/Ref pool
BP 75/84 No Symptoms
Medication was last prescribed from Cardio provider - requesting to fill through PCP moving forward. How are you completing this request?
IF ON MED LIST: RX request to RX pool > document "last prescribed by so & so, requesting PCP continue moving forward"
**IF NOT ON MED LIST : .SBAR MA pool
Patient was last seen by Dr. Lohkamp (old Elk PCP) - needs Pre-Op
Schedule Extended visit with any provider accepting NP - Follow Pre-Op protocol (Home location will be last provider they saw location) (ensure within 3 year period if not NP scheduling within 30d > NP queue
Pre Op workflow:
1. Home Location
2. All Locations
Patient is requesting to be seen as a New Patient, but there is no availability at their preferred location
NP Queue protocol
Can you name steps to add?
Patient needs Insurance referral for their appointment tomorrow at 10am
This is an approved reason to send HP - however ensure they are aware these requests can take up to 3 business days to complete; "We cannot guarantee it will be completed in time for your appointment; however, I will share your concerns with the practice in the event they are able to escalate"
This is not an approved reason to call over; if you feel you need to call, please reach out to senior for approval
Patient was in a car crash 2 weeks ago, did not go to ED, hit head on steering wheel & has had headaches on & off since
TRIAGE - Head injury especially if not checked out already
RX Refill Multiple Pharmacies
Follow SOP for RX Request -
_MULTIPLE PHARMACIES (red)
*Walmart Retail: Med, Med, Med
*CVS Mail Order: Med, Med
Bolding
Both in pharm section
Patient last saw Dr. Ma for acute, requesting to schedule follow up with Dr. Ma
Follow PCP/Blue banner - NO DR. MA ROUTINE VISITS
Patient needs Pre Op scheduled as they are having surgery Next Friday. How are you handling this request?
2. Home Location
3. All Locations
If no availability, schedule first available Pre Op > add to Stand By > Send HP Message to MA Pool
Provider's office is calling to request an urgent referral
1. Call the office & explain situation
2. If you un-able to reach someone:
Obtain contact information & details from caller, check for pre-existing messages/if no message, send new one to start request documentation - You may send this initial message HP due to circumstances > ensure it goes to PC Ref/Auth pool. In addition:
@Seniors tag with Practice Leadership Reporting, for seniors to advise of request as well.
Newborn 1 week old - hives
ANY CONCERNS 2 WEEKS OR LESS SINCE BIRTH - TRIAGE
Pt advises medication needs refilled & PA Needs completed
RX refill request > doc PA needs completed before filling, "sent separate message to PA pool for completion"
MA POOL > .SBar > Medication needs PA completed before refill, (Doc RX Refill submitted to RX pool.)
Office scheduled PC Adult Follow Up to transition care as last time pt was seen he saw NP Ahmed, however pt needs to reschedule the appt the office made. What steps are you taking?
Schedule PC Extended with provider accepting new patients / ensure prior to 3 years - if not New patient within 30d > if not > NP Queue
PATIENT NEEDS PRE-OP WITHIN 5 DAYS - EMERENCY SUIRGERY. Do not panic - we have guidelines for this! How are you handling?
1. Schedule first available
2. HP Message to FD Pool
What are you including in your message?
(Surg Date, Type, Surgeon/facility name, IF EKG/Labs are needed & that it is infact emergency surgery)
Are you done??
NO- @SENIOR tag / practice leadership reporting with info above^ & MRN > we can address with practice as well.
Patient needs referral to PT
TRICK QUESTION
PT DOES NOT REQUIRE "REFERRAL"
PT IS AN ORDER - MA POOL
Suicidal Thoughts - patient not with caller - how are you handling?
1. Reach out to Senior/Lead to make them aware with MRN > can forward concerns to practice as well
2. HP Message/Acute scheduling, if possible, with as much detail as possible
3. advise caller to call back with patient present as soon as possible, to follow triage protocol