Physician Answering Service
What color do physicians appear in Medicall when they are part of an answering service?
Pink
Infant Abduction
Code Pink
How should your face look when you're answering a call?
Smiling - makes us subconsciously adjust the pitch and present a pleasant tone
Where do you find the Hospital Policy and Procedures?
1. On Mercy Central
2. In your training book
What key do you press to answer a call?
F1
Where do you find the on-call groups?
Bottom right hand corner of Medicall
Cardiac Arrest
Code Blue
What is the proper greeting when answering a call?
Good Morning/Afternoon, Mercy Medical Center, My name is __________. How can I help you?
If you need to call out, How many hours should you call before your shift?
Day Shift- 2 hours
Evening/Night- 3 hours
But if you know sooner then call sooner
What key do you press to transfer a call?
F12
What question/s do you ask when a patient calls after hours to speak to a physician?
1. Who is your doctor?
2. Whats the nature of your emergency?
Bomb Threat
Code Gold
What should you say when placing a caller on hold?
May I place you on a brief hold?
What's the latest you can clock in for your shift and not be late?
5 minutes
For example: Shift starts at 8:00am - latest clock in is 8:05am. At 8:06am - Late
What color do patients appear in Medicall?
Green
Once you have taken a message and passed the message to the physician. What should be your next steps?
Go back to the message and identify its status as delivered and the delivery method- delivered via cell, home, etc.
When someone calls to report an emergency situation and needs a code called for assistance, What 3 things should you get from the caller?
1. Type of Code
2. Location- Identity Building, Floor or Suite #, Practice Name
3. Caller's Name
Before transferring a caller, what should you say?
Please hold for your transfer
Where can you clock in and out for your shift?
On your computer
How do you send a page in the Medicall System? (What Keys do you press?)
CTRL - F5
Sometimes doctors call and make updates directly to the operator about their on-call schedule after hours. (They have emergencies too). Where should these updates be documented?
1. In the physician's profile
2. Send an email to the team
When there is a code red, what steps do you take to process this alert?
1. Copy information from Notifier box
2. Announce it overhead 5 times
3. Send a Page thru *Code Red
4. Call 911
5. Wait for all Clear from fire and safety
What are the 6 mercy values?
Dignity, Hospitality, Justice, Excellence, Stewardship, Prayer
What number do you call when you are late or absent?
Call 410-332-9000. Call the operator first and they will page/call the manager.
This process documents the event and also for open communication in the dept.
What color does an emergency code present?
Red