Saturday, August 23, 2014

Standard process for processing telephone messages

Purpose
To establish a standard practice for processing telephone messages at Pinchot Family Medicine
Scope
This work instruction shall apply to all persons answering the Pinchot Family Medicine telephone at the front desk.
Materials and Equipment
·       Phone
·       Oxbow EMR
Process
·       When a patient calls for a prescription refill or would like clinical advice from Dr. Moyer, search for them in the Oxbow EMR.  For more information pertaining to logging into the Oxbow EMR, see CT-WI-001.
·       Click “Search” and type in their name.  
·       Click on their name to open up their Oxbow chart.
·       Click the “Patient Requests” heading and select “New Request.”
·       Choose the appropriate type of request and select the appropriate recipient.
·       Type the message in the “Comment” section.  Phone messages shall always include the patient’s call back number and the nature of the call. 
·       If the message is a follow up call concerning a medication or the patient is experiencing a side effect, the message shall include the name of the medication.
·       If the message is for a prescription refill, include the name of the medication, how many days the refill should cover (i.e. a 30 day or 90 day refill) and which pharmacy the patient prefers to use. 
·       On the encounter, click “Apply.”
·       All calls received during office hours shall be answered and returned within four hours.
·       Calls received after-hours shall be answered within the first four office hours of the next business day.

Timing
This section not used on this work instruction

This section not used on this work instruction
This section used to acknowledge completion of training – place orginal signed document in employee’s personnel file

Employee Signature
Supervisor Signature
Name:

Date:
Name:

Date:

  
































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