Follow-Up Patient Calls and Appointment Confirmations

What are most outgoing calls to patients are about what?

in response to appointment requests or confirmations, delivery of lab and imaging results, post-procedure f/u calls, or returning pt inquiry phone calls

How do providers notify pt of the findings?

patient portal, by phone, or by mail

The ordering provider must always review the results and …

provide direction related to conveying test results

What can decrease no-show rates?

confirming and reminding patients of scheduled appt which can be done with automated calls or pt portal messages, appt cards, email or text messages, or a combination of these

What must always be documented in the pt record?

all pt communication and f/u

Always maintain confidentiality, not releasing unauthorized protected health information (PHI), and follow confidentiality guidelines when conducting what?

conversations with patients over the telephone

When placing outgoing calls to pt include what?

open pt medical record, have all info needed available, allow enough time to double check telephone number, MA identify themselves and confirm if this call is convenient, only provided info to patient or authorized individuals who are identify in pt signed privacy agreement

Regarding voicemails

Ma state only name of individual the message is intended for, date and time of the call, their name and the name of the practice, return call back number, and hours for returned calls; Follow any office policy and procedure guidelines regarding office privacy agreements signed by the patient

You should only leave the name of the practice if it does not

reveal the purpose of the call