Purpose
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To establish a standard practice for processing telephone
messages at Pinchot Family Medicine
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Scope
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This work instruction shall apply to all persons answering
the Pinchot Family Medicine telephone at the front desk.
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Materials and Equipment
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·
Phone
·
Oxbow EMR
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Process
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·
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.
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Timing
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This
section not used on this work instruction
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This
section not used on this work instruction
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This section used to
acknowledge completion of training – place orginal signed document in
employee’s personnel file
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Employee Signature
|
Supervisor Signature
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Name:
Date:
|
Name:
Date:
|
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Saturday, August 23, 2014
Standard process for processing telephone messages
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