Concussion calls Flashcards
Reinforce CCN scripting in a fun way.
Where is the Concussion (CCN) Clinic?
At CHOA we have a Concussion Program, not a free standing Clinic. The Concussion Program has specialists in lots of CHOA locations.
What is the MOST important question to ask a parent calling in to the CCN Program?
“Has your child been seen by a physician and diagnosed with a concussion for the most recent head injury?”
Parent states, “My child has an appt at the CCN Clinic. Where is it located?”
Look patient in EPIC via Appt Desk or Chart. The appointment will be listed as CPG Ortho, JHC Physiatry, Neurology-Dr Weissman or Neuropsychology -with reason concussion.
True or False
The Tele-healthcare appt in EPIC is the exact date and time the CCN RN will be contacting the parent.
FALSE. The Tele-healthcare appt is not a REAL appt. It is entered so that the Call Report from Triage Logic will scan over to EPIC after the CCN call is completed.
What do you do with a call from a doctor or Nurse calling from Egleston referring an admitted pt to the Concussion Program.
Per Scripting-Warm transfer to the EG Trauma Clinician as listed. CCN RN only calls outpatients.
True or False. Transfer a parent to Kim’s extension. It is ok for parents to leave her a voice mail.
FALSE. All calls must be entered into the DM queue.
NAL or DM queue?
My child has seen a MD and diagnosed with a CCN. He is having severe headaches and vomiting.
NAL. Any time a parent says “severe” this warrants a call from a Nurse Advice Line RN first to make sure child does not need to seek care now instead of waiting for CCN RN to call back in the order they are received.
My child is 21 years old. Does the Concussion Clinic see a 21 year old?
No. The concussion program like the rest of CHOA only takes patients up to their 21st birthday. I have listed in scripting adult concussion clinics in Atlanta.
True or False.
When a parent calls in and says they were seen at CHOA and diagnosed a CCN look through all pages of the DM queue to see if the patient is listed.
FALSE. Look on page 1 at the Inbound calls (Information only) and if not listed create a new call. The DM queue can be 4-5 pages long at times. It is not time efficient. Kim can get rid of the duplicate call.
The doctor said that my child needs to have a baseline IMPACT test. He is 10 years old. How do I sign up?
IMPACT stands for Immediate Post-Concussion Assessment and Cognitive Testing. First question to ask is: “ Has your child had a recent Head Injury or been diagnosed with a concussion?” IF NO then proceed with scripting-referring to website.
A parent calls in about their child’s concussion at 4:15 pm on Thursday. When will the call be returned by the CCN Nurse?
Next business day. If parent is not comfortable waiting for a call back the next business day, then enter a call into NAL requesting them to enter a new ticket into DM queue when call is completed.
Nurse from a doctor’s office calling to speak to the CCN Nurse. How do you proceed?
Jabber Kim or Stephanie to ask if we are available for a call from doctor’s office. If so then warm transfer. If not then please enter a call into DM queue and we will call them back next.
Doctor’s office calling to refer a patient. How can they get a patient enrolled into the Concussion Program?
“There are 4 ways to refer a patient.”
- ” You can give me the information and I can enter the patient into a queue for the CCN nurse to call.
- You can fax over a referral along with clinical information to 404-785-9266.
- You can go to the choa.org/concussion website and fill out “Physicians: Refer a patient” on the right side of screen.
- You can have the parents call 404-785-5437, hit option 1 and ask to speak to the concussion nurse. “
Parent states, “My child has been seen by a trainer at school and diagnosed a concussion. Is a trainer equal to a Doctor, Nurse Practitioner (NP) or Physician’s Assistant (PA)?
NO. This call should be placed in the NAL queue for safety purposes. The NAL nurse will make sure the patient does not need to seek immediate care and place a call into the DM queue if safe.
True or False.
You can jabber Kim or Stephanie with any CCN questions.
TRUE. CCN calls can be complicated and not all possible questions are in the scripting. We understand that and do not mind you jabbering for help!
