Customer Service
The Lab calls down with a critical lab value for the patient in C5.
What are your next steps?
Place the Lab on hold and call the RN.
No critical labs can be taken by the coordinator.
What does AIDET stand for?
Acknowledge, Introduce, Duration, Explanation, and Thank you
A patient calls seeking medical advice and wondering if they should come to the ER.
What is your next step?
Transfer the caller to the CareLine: 952-883-7474
What are two ways to order equipment?
1. Through Epic - click on "In-basket" and order through "Materials Management"
OR
2. By calling Guest Services or outside vendor
You receive a phone call from a provider at another hospital or a provider from a nursing home who is wanting to send a patient to us.
What are your next steps?
Transfer the caller to MRCC or Regions Direct - #4200
A mother calls demanding an update on her adult son.
What information can you tell her?
If the patient is on private status- NO information.
If the patient is not on private status, we can tell her that he is here, but that's the only information we can give.
If the patient is able to talk have him give an update or see if the RN can talk.
Inform mother that he is an adult and stress patient privacy.
Name at least two ways that interpreters can be utilized at Regions Hospital.
1. In-person
2. Video/iPads - must be used for isolation patients
3. Phone (dual handset)
4. Vocera Interpreter (short conversations only)
A former patient or friend of a staff member calls your patient care unit asking when they are working next.
What are two things we might say to them?
1. If they say they are a good friend, we still don’t give out any information about our staff.
2. If it’s a patient who wants to talk to the same staff they saw on a previous admission, explain we can take their information and have our charge nurse call them back.
3. Options are:
Do a “Telephone Call” or if appropriate give to the Case managers, 4-1991.
If patient just left and they want to talk to the staff, park call and ask the staff if they can take the call.
Which department would you call if you needed enclosure bed, bariatric equipment, or a patient bed?
Agility
What is the process for printing an armband for a patient?
ED: Obtain proper identification and print at HUC desk
Fred D Blue (DOB 6/25/44 SS# 1479) calls wanting lab results from a recent ED visit.
What do we tell him?
Ask them if they have myChart.
Call the Nurse-On-Line
Call his primary care physician to speak with RN or Doctor
What are three things to consider regarding phone etiquette?
Speak Clearly
Greet callers appropriately
Ask how you can help
Listen to the callers’ request
Ask to place the caller on hold
Don’t talk with food in your mouth
Don’t use slang words
Don’t answer the phone casually
What is Care Without Delay?
If we don't move patients efficiently, we may not be able to meet the needs of our community.
If you need to order a wheelchair, who would you contact?
Guest Services
What are the targeted discharge times for our patients?
1100 (11:00am) and 1400 (2:00pm)
The patient in E2 is going to the OR for surgery. The provider asks for a Medicine consult for a H&P.
How do you complete this request?
Search Qgenda for the available provider
Place consult order
The tool used to print specific forms that will pull patient information from Epic and print them directly to the form is called..
Forms on Demand
A patient on your patient care unit passes away.
What would be two of your responsibilities?
1. If a patient expires, it is the coordinator’s responsibility to ensure that all paperwork is collected, labeled correctly, copied and sent to the Medical Examiner (if ME case).
2. All original documents are sent to HIM/ faxed to the ME (if ME case).
3. Coordinators are also tasked with calling the organ donor referral line if they are asked to do so by the primary or charge RN.
If a patient requires an orthotic device (e.g., neck brace, CAM boot), who would you contact?
Hanger Clinic or Tillges Orthotics & Prosthetics
If a patient arrives or discharges from the unit, name at least two things that need to happen?
1. A nurse-to-nurse handoff
2. A provider-to-provider handoff
3. There must be a bed placement or discharge order in Epic
What would you say if a caller is looking for:
•Someone who is not here
•Someone who is here but is a blocked patient
•Information on a patient
We don’t have a patient by that name
OR
Refer the caller to the patient's primary nurse
What are two ways to activate an emergency response team at Regions Hospital?
1. In the patient rooms, push the appropriate button on the Responder 5 screen which is located on the wall of the patient rooms.
2. From any hospital phone, dial x1-1111
3. Press Code Blue button in patient's room (head of bed)
Regions Hospital sometimes have prisoners who are brought to us for medical care.
What are at least three things that you need to be aware of?
Promptly arrive the patient in Epic. The coordinator is responsible to ensure the correct arrival and identity of the prisoner-patient.
1. Prisoner-patients will be placed as a private encounter in Epic.
2. The charge nurse, assigned officer and security will be notified of any external requests (e.g. phone calls or visitors) regarding the status of the prisoner-patient.
3. Always maintain awareness when providing care to prisoner-patients. Be aware of items on yourself such as pens, scissors, and lanyards and remove these items if not needed before entering the room.
4. Prepare discharge packet and give to officer upon notification of discharge.
5. Refer issues with corrections officer(s) or compliance with prisoner-patient process to security and ED Charge Nurse.
If you have a piece of broken equipment, what are three of the five steps you would follow?
1. Get full details
2. Is the piece of equipment clean or dirty?
3. Is it for a specific room?
4. Does it need to get fixed stat?
5. Put in a ticket
Whose responsibility is it to make follow-up appointments for patients upon discharge?
Inpatient: HUC
ED: Patient and/or family member