Clinic protocol
How much is the No show Fee?
What is $100
What is the maximum amount of time you can treat a patient?
What is 2 minutes
Who do you go to if there is a new referral has been sent for a patient and the doctor it has been sent to says they don't want to see that patient and you need to figure out what doctor to book with.
Who is Robyn
When a patient cancels their appointment what are the next steps you take?
What is put in the reason for cancellation into the care coordination task that you create
What do you do when a patient has 2 or more No shows and does not have an alert on their file ?
What is send a pop up message to the nurse to find out if the patient should be charged the no show fee or if you can book an appointment for the patient
Can you treat hands and feet in the full body UVB machine and when would be the time you would use the foot machine?
What is YES! If a patient is getting treat for areas on the body and hands and feet they can be treated all at once.
You would use the foot machine if the patient needed treatment on the soles of their feet.
If they are only getting treatment for hands and feet they can wear their clothes and expose their hands and feet in the full body machine or just use the hands and feet machine if they would prefer.
Who do you go to FIRST when you want to take time off or if you have to leave early?
Who is Meg
What is the time frame of which an Urgent referral should booked in?
What is Within 2 weeks
How much should you charge a patient who does not have a PHN #?
What is the amount that AHS charges for that specific appointment plus 25%
What are 3 things you check when a patient comes in for UVB?
What is ... Check the last date that they had treatment
Check the amount of the Last Dose
Check if there is a Staff Alert
Check if the tasks to see if there are any updates
Check the most recent visit note
Check to make sure the right name is on the file on the UVB computer
Who do you go to when you are dealing with patient who is upset with the care they received and they are yelling at you and are very upset
Who is Sam
What should you do if you have sent a pop up message to a nurse about a patient who is there and they have not gotten back to you but you need an answer.
What is go speak to them in person
What is the best way to communicate with a doctor and their team if a patient is in the clinic or calling with questions that only the Doctor can answer?
What is send a pop message to the nurse or speak in person with the nurse. Whatever the nurse and doctor decides is their decision but if you are worried about communicating the decision to the patient you can get Sam to help you to communicate with them
If a patient has come for UVB treatment (and of course you ALWAYS ask them if they are having any reactions from the treatment) when they tell you they have been itchy and red since their last treatment, what do you do?
You task the nurse or Doctor to inquire if you can still treat the patient. If the team does not get back to you right away you let the patient know you cannot treat them but as soon as you hear back from the Dr you will contact them.
If the patients gets upset you come grab Sam.
You make sure there is a note in task not to treat patient until you have heard back from the Doctor.
Who do you go to make sure you have done something properly or to remind you of the proper protocol
Who is Meg?
If Meg is not around or you are closer to our office you can ask Robyn or Sam.
You can also ask Shaira
And Anything UVB related you can ask Denise
What do you say to a patient if they ask for Medical advice or ask you to look at their concern?
What is let them know you are not a medical professional and that you can inquire with the doctor about their concern. If they have an upcoming appt they will be assessed by the doctor and given recommended treatment. If they do not have an upcoming appt you can send a message to the nurse and let them know the concern and ask how they want to proceed.
Never express to a patient that you think their concern is bad or urgent!
Name 3 things you would say or ask someone when they ask for Sam and Robyn at the front desk
What is their name
What is the reason for their visit
If they have a scheduled meeting
If they have not scheduled a meeting ask for their card or contact information
or
you can email them at (give them our email addresses)
What is Phototherapy and how does it work?
What is Phototherapy is a treatment for skin conditions that involves exposing the skin to artificial light for a specified period of time several times per week. It works by delivering UV rays that help to minimize symptoms.
UVB rays affect the outermost layers of the skin and slow skin cell growth and inflammation. When the immune system overreacts, the UV light targets the lesion and halts the immune reaction
Who do you contact to let them know to delete the old UVB file when you have made a new file for a UVB patient?
Who is Denise
What should you say to a patient who is on the phone who is yelling at you and will not calm down.
What is I am going to let my manager know about your concerns and she will reach out to you.
You do not need to tolerate people yelling at you so please let Sam help you deal with the patients that are being rude