Front Desk
Name 3 triage symptoms?
Allergic reaction, asthma, auto accident, bleeding, broken bone, burns, chest pain, choking, eye injury, infants <3 mo, fall, head injury, overdose/poisoning, extreme pain, passed out, seizure, shortness of breath, stroke symptoms, suicidal, unable to move, vomiting
How do you obtain consent for treatment of a minor?
Consent for treatment of a Minor UCC A.14 Telephone consent may be obtained from a parent or legal guardian if witnessed and documented by two persons, provided that this is consistent with state law (e.g. Florida’s HB 241 legislation requires written consent for treatment of a minor). A parent, guardian or person authorized by a parent or legal guardian must remain in the clinic with the minor, this includes minor worker's compensation patients.
What is the procedure if a service is temporarily unavailable?
Provider must make decisions about services unavailable or outside of the norm. No patient is turned away or directed to another site without consulting with and approval from the provider on duty.
What does PASS stand for?
Pull- Aim- Squeeze- Sweep
Where do you access policies?
Sharepoint -> Additional Resources -. PolicyStat
What is your process for Infectious disease screening First Point of Contact (FPOC)? Clockwise?
Front Desk will review the FPOC answers for EVERY patient. For any ‘Yes’ answers, circle the answer on the FPOC screening form and give that form to the back office (do not make the patient fill out the form again!). Follow the instructions listed on the FPOC screening form.
Can you show me where your Lab POTC Compliance Manual, OSHA Manual, CLIA Certificate and X-ray registration are located?
Locate these items in your clinic before UCA surveyors are on site.
When do we use pediatric electrodes?
<8yrs or < 55lbs/25kgs
What does RACE stand for?
Rescue, Alert, Contain, Extinguish
How do you learn about policy or process changes?
We learn about new policies or changes primarily, through weekly Q-Tips, Monthly Training Essentials and Intelliboard.
Additional communication is available through WebEx Teams, 1:1 Rounding, Monthly Quality meetings, Clinic Huddles, UC Communication SharePoint Site, Flash Messages, Webex Teams and corporate mailings.
What is the process for PCP/specialists to request medical record?
If a patient provides PCP information the front desk will add to Experity. Unless the provider stops the process, a portion of the patient’s chart will be emailed to the PCP automatically
What would you do if a panic, or “Medical Alert Value is reported form a reference lab?
Immediately notify the provider on duty – Date, time and initial notification on the faxed or printed report and give to provider for review - Create an addendum (note) in the date of service the labs were collected to include the test result and the time the provider was notified; include the name of the provider notified as well as the first initial, last name and credentials of the person entering the note - Scan reviewed result into the patient’s medical record under “Lab Results”. Alert Values Link
What happens if a parent with a baby under 3 months or any patient with a symptom listed on the Triage/Rush Back symptom list presents at the front desk?
We treat babies under 3 months the same as any patient with any symptom listed on the Triage/Rush Back symptom list. Front Desk does not make any clinical decisions. Provider must assess the baby/patient’s condition; determine the baby/patient is stable before transferring or referring elsewhere. No patient with symptoms listed on the Triage/Rush Back Symptom Job Aid is turned away by staff.
Where would you find Safety Data Sheets (SDS) in case of an exposure to dangerous materials for employees, patients or OCC medicine exposures?
oneSource link from the UC Communication SharePoint>Systems>oneSource-Safety Data Sheets
What is our Mission, Vision and Values?
Mission: Above all else, we are committed to the care and improvement of human life
Vision:Together, we will be the premier healthcare destination for all we serve
Values: Integrity, Compassion, Always, Respect, Excellence
Where to find this --> Copy in breakroom and UC Sharepoint
What is your process for securing Language Services?
Follow the resource guide found my the translator phones.
Show surveyors policy on PolicyStat if unsure.
How would you handle a Bloodborne Pathogen Exposure (BBPE)?
How do you report infectious disease to the state?
report to the local health department
What is the process in the case of an employee or patient injury or blood borne pathogen exposure
Colleague reports to manager and SICC (Safety and Infection Control Coordinator: Deb Barron or Fallon Vale) for market for detailed instructions. Initiate ETT.
What are your downtime procedures?
What is your policy regarding Service Animals?
Service animals will be permitted in all areas of the Practice/Clinic. Follow policy ADA.01 on PolicyStat
What would you do if a waived test conducted in the clinic (Glucose or Bilirubin) resulted in a panic, or “Medical Alert Value?
Repeat the test to confirm the result – Immediately notify the provider on duty – Document the result and notification of the provider in the result “Notes” section for the test - Include the time of notification, the name of the provider notified and your first &last name and credentials. The Alert Values document Link must posted in your lab and at the provider station
What is the system that we use to report events (complaints, falls, med errors, privacy breaches, etc.)?
Event Tracking tool found on Sharepoint -> Systems > Event Tracking Tool
Who is our Safety Officer/Privacy Officer?
Clinic Manager
What is the process for PCP/specialists to request medical record?
If a patient provides PCP information the front desk will add to Experity. Unless the provider stops the process, a portion of the patient’s chart will be emailed to the PCP automatically