Language of Caring
What is a great communication tool for responding to a person that is complaining?
The Heart-Head-Heart Sandwich
A patient just received a vaccine and asks where to go for check out. What would this patient need to do prior to check out?
Patient needs to wait 15 minutes in the office to ensure he does not have a reaction to the vaccine.
A patient approaches the Greeter at the Family Practice Front Desk, she states that she needs to have a form completed. What would you do first?
Check the patients chart for last appointment/CPE.
How long are the urine dipsticks good for and how often should they be controlled?
They should be controlled with every new bottle and every 30 days. They are good til the expiration date on the bottle.
What smart phrase do you when a patient contacts our practice for concerns, has questions, or requests? This smart phrase helps to optimize reason for call to allow for increased efficiency in prioritizing inBasket messages.
.PTREQUEST
Give an example of a blameless apology.
I'm sorry this was disappointing for you.
I'm so sorry about the delay.
I'm really sorry this is uncomfortable for you.
According to NIPO parameters what are three incidents where referrals can be written “per protocol-cosign required?
Optometry, Renewal of expired referrals, or referral to designated specialist.
Patient calls complaining of Shoulder Pain after lifting weights at the gym, asks for an Ortho Referral. What would you do for this patient?
Review Chart - for existing Ortho Referral (is this an old problem)
If new problem - Needs PCP Appointment
When do you need to complete a control for an A1C? How long are the A1C Controls good for?
Every new lot or every new shipment.
60 days
What do you do if a their is a Rx refill in the pool and the patients PCP is out of the office?
Send rx refill request to a covering provider
IM to IM
FP to FP
MP to MP
Why should you avoid blaming others when a patient or coworker has a negative experience?
It shows a lack of support for you coworkers.
It doesn't make the person feel better about what happened.
When you blame, you sound defensive.
When can a EKG be performed as a NIPO?
For PEDS: When pt have a written order for EKG bc of ADHD
For ADULTS: Pre Ops, Chest Pain, and Medicare Visitis
Patient walks into the office asking for an MRI based on their previous office visit with a specialist and states they need this referral. What would you do to assist the patient?
Contact the specialist and advise them to follow insurer for ordering and seeking approval.
How often do the new flu readers need to be calibrated?
Monthly
What do you do if a their is a Rx refill in the pool and the patient has not been seen in over 3 years?
Remove PCP from the patients chart and refuse Prescription
Why are thanks, appreciation and admiration important in our work?
Patients, families, and coworkers are less anxious when they know we respect them.
When people feel appreciated, they're more likely to cooperate.
When we focus on the positive, we have more energy for our work.
When can you write a referral for Optometry using NIPO parameters?
When adult fails a vision screen or for annual routine
A patient calls stating they just got a call from their surgeons office and they need a pre op today because they have just moved their date of surgery to 3 days from now. What would you do?
Review chart to see if all necessary orders have been scanned into the media tab and schedule appointment.
How many drops of blood do you wipe away when preforming a Hemocue?
2-3 Drops
What information do you need to ask a patient when they are calling to request a new medication?
Name of Med
Strength (including liquid or tablet)
Dose/Route/Frequency
Is patient currently taking this bed and who it was prescribed by.
Is med for new/acute problem
Last office visit (notated from the chart)
When we all use the Language of Caring what will we see improvement in?
Patients' health outcomes
The quality of our relationships with co-workers
Patient Survey scores
What referrals can be written according to NIPO for diabetics annually and greater or equal to 12 months since the last exam?
Ophthalmology or Optometry for Diabetic Eye Exams
A patient calls the office wanting to get a Shingrix vaccine. What do you do?
Check the chart to see their age and insurance. If they are of age, send a message to PCP asking for an order to be placed and to the CMA to schedule an appt once the order has been placed in the chart.
What is the first step when obtaining a specimen for LEAD testing and at what ages do we preform this POCT test?
Patient must wash their hands with soap and water or the D wipes can also be used.
POCT Lead testing can be ordered at 12-36 month olds or when they are due for lead testing in HM
What is the first thing to do when you see a refill error?
Click the Link Patient button.