MCMG Clinical Skills Day 2025

Patient Experience

100

This is the first step in the ICARE model, where healthcare providers introduce themselves to the patient.

Introduction (Give an example)

200

In the ICARE model, this step involves building a rapport and establishing a connection with the patient.

Connect (Give an example)

300

This step in the ICARE model ensures that patients are comfortable and consent to the procedures or discussions.

Ask for Permission (Give an example)

400

This step in the ICARE model focuses on alleviating patient fears and concerns to create a more comfortable experience.

Reduce Anxiety (Give an example)

500

This is the final step in the ICARE model to conclude the interaction with respect and gratitude.

Exit with Reverence (Give an example)

Clinical Practice

100

A patient’s BP is ≥140/≥90, what should you do?

• Recheck BP and document the second BP in Epic.
• Notify the provider if still ≥140/≥90.
• Schedule patient for BP check within 30 days.

200

A patient comes into the office with symptoms of a UTI. Can you obtain a urine specimen without a provider order?

• Yes, following the standing protocol.
• Standing Protocols are on PolicyTech and signed by MCMG Medical Director for use.

300

Why is it important to scan supplies when you remove them from inventory?

• To ensure correct count for ordering.
• To have the right amount on hand (not too much, not too few).
• Over ordering may lead to supplies going expired and wasting.

400

Who needs to participate in yearly emergency drills?

• All office staff including providers.
• Yearly: fire drill, other drill of choice, FIT testing, review and sign chemical inventory log.

500

If a patient doesn’t complete an ordered test, how many outreach attempts are required to make to the patient?

• One.
• Policy: “Clinical colleagues must monitor the Overdue Results folder within the inbasket to identify ordered tests that were not completed by the patient. Once identified, one attempt will be made via patient portal, verbal confirmation or voicemail by phone, or letter.”
• Outreach attempt must be documented.

Nursing Sensitive Indicators (NSI)

100

What are the three nursing sensitive indicators (NSI) that MCMG tracks monthly?

• Hand Hygiene
• Staff rating of responding to concerns and complaints
• Confirmatory Blood Pressure

200

Where can you find the results to the MCMG Nursing Sensitive Indicators?

• All results are shared once per month in the Weekly Huddle Cascade.
• Confirmatory BP is updated in real time on the BP Dashboard.

300

What are the goals for each Nursing Sensitive Indicator?

• Hand Hygiene: 80%
• Staff rating of responding to concerns and complaints: 85%
• Confirmatory BP: 70%

400

What is one way you can improve results for each metric?

• Narration of care
• Use hand sanitizer, then offer it to the patient
• Follow up with patient concerns and complaints
• Escalated concerns to a lead or manager
• Repeat BP if needed
• Reviewing results regularly with the entire team
• Posting and celebrating achievements

500

What is your office specific result for last month for any of the three metrics?

Share latest results by office.

Telephone Communication/Triage

100

You call a patient to share lab results, but the patient doesn’t answer. What should you do next?

Check Authorization to Share to see if you can leave a voicemail with results. If not, leave a message to call the office back.

Document in the chart that the patient was contacted.

200

When documenting a conversation with a patient on the phone, what is one error prevention tool you can use?

• Ask for patient's name and date of birth.
• Document in SBAR format.
• Do not use abbreviations.
• Use facts in an objective manner.

300

What is the first thing you should do when speaking to a patient over the phone?

• Introduce yourself.
• Confirm name and date of birth.
• Confirm HIPAA/guardianship/Authorization to Share if speaking with someone other than the patient.

400

Why is it important to document detailed information from a phone conversation?

• Didn’t document it, didn’t do it.
• Continuity of care.
• Prevents back and forth with provider to ask questions and give information from phone call.
• Protects you in a legal/risk situation. 

500

If you see something in a chart that was documented incorrectly or erroneously, what should you do?

• Let the person who documented know so they can correct it.
• If they can’t correct it, enter a chart correction request.
• If the encounter was erroneous, mark it as erroneous using the SmartPhrase. 
• Ensure accurate medical records.

Compliance & Privacy

100

How can you protect the privacy and confidentiality of a patient’s personal health information (PHI)?

• Lock computer when walking away.
• Check patient identifiers when talking to patients and before mailing or handing out PHI.
• If you use a blue bin, empty it into a confidentiality bin at the end of every day.
• Check HIPAA/guardianship/Authorization to Share prior to giving out information.
• Turn papers with PHI upside down if sitting in an area that patients can access.
• Be mindful of conversations in patient care areas.
• Only access a chart if it’s necessary to perform your job.

200

Your partner has an upcoming appointment in an MCMG office, but you can’t remember what time it is. Can you go into his/her chart to look up the time?

No, you do not have a business reason to access her medical information. Trinity Health has monitoring systems in place to review colleague system access privileges use. Improper use of access privileges is a violation and could include discipline steps up to termination.

300

Can you accept a gift from a patient or vendor?

• Occasional non-cash items of nominal value (e.g., pens, note pads, coffee mugs) may be accepted, but are generally discouraged. Additionally, occasional (1-2 time per year) consumable and perishable goods (e.g., fruit basket, flowers, cookie trays) shared with co-workers in a department or unit may be accepted but are generally discouraged.
• Consult Integrity and Compliance Officer for questions about specific gifts.

400

If you have an integrity or compliance concern, who should you contact?

• Direct supervisor.
• MCHS Compliance Officer (Christie Santa-Emma).
• Trinity Health Integrity and Compliance Line: 866-477-4661.
• www.mycompliancereport.com (THO is the access code).

500

Can you be seen as a patient in the office you work in?

See policy: MCMG Colleagues as Patients/Treatment Relationships