1) Triage all patient related issues as they arise:
- CMs handle administrative issues like appointment scheduling and appointment requests from NEW patients
- All clinical issues will be routed to you in Epic and by email
- YOU MUST CHECK EPIC AT LEAST ONCE A DAY WHEN YOU ARE ON AS HEAD TS
- For urgent issues or complicated issues, formulate a plan and then email Dr. Meah, Dr. Thomas and David Skovran with Chief TS CC:ed to present the patient history and your plan
- FOR EMERGENT ISSUES, the patient should be instructed to go to the ER — call Drs. Meah or Thomas to let them know
- You will be the first person of contact for all patient care issues should they arise during a referrals visit, followed by Chief TS and Drs. Meah and Thomas
- Only relay your plan to the CMs as final once you have approval
- Note on CC patients: Messages from CC patients may be forwarded to their CC senior for follow-up. It is your responsibility to ensure that follow-up occurs. If the CC senior is unable to follow-up with the patient in a timely manner, you must return the call.
2) For any patient related encounter, where you personally speak to a patient, you MUST log the details in Epic as a telephone encounter:
- Go to the Epic button on the upper left hand corner of the screen
- Select “Patient Care” → Telephone Encounter
- Enter Patient’s Name or MRN and “Accept”
- Document the reason for call ("Follow Up" is generally fine) and, if you choose, the number(s) and time(s) you called.
- Write a brief note.
- If needed, you can change/modify medications through the Medications tab (on the left) or the Orders section within the navigator. Leave the orders pended.
- In the Routing section, select the Chief TS and include Dr. Meah and David Skovran. You can write a brief message here especially if you want to call their attention to orders that need to be signed.
- Once finished, close the encounter and cosign to David Skovran.
3) For any patient related encounter, where the CMs have already started a Telephone Encounter, please ADDEND all encounters with your updates after speaking to the patient:
- Go to Epic drop down tab on the upper left hand corner of the screen
- Select “Patient Care” → Addendum
- Enter Patient’s Name or MRN and “Accept”
- Select the Telephone Encounter that you wish to Addend
- Enter your Addendum as a New Note within that encounter and enter details of the call
- Route the note to Dr. Meah, David Skovran, Chief TS, and other relevant people (CC senior, clinical team)