Triage

Question 1

Prescription line

Answer 1

1. retrieve messages from script extension
2. document message on log sheet clipboard including date, time, name of pt, DOB, description of message
3. document message in EMA and assign to appropriate provider
4. for rx related messages: notify pt that they may need to contact their insurance plan and fax us a request for medication coverage if a PA is required. if pt has not been seen in more than a year, tell pt that rx may not be authorized until they are seen by a provider
5. tell pt that scripts can take anywhere from 48-72 hours for approval
6. call pt back and notify them once the refill has been sent and then document in EMA note
7. for non rx related messages: call the pt back with clear instructions from provider
8. clearly document in ema that you called the pt back and specify what you said and how you said it.

Question 2

triage messages

Answer 2

1. retrieve messages from phone extension
2. document complete conversation with pt in ema, noting pt’s chief complaint before forwarding to corresponding provider
3. when pathology/culture results come back, the provider will instruct a treatment plan for pt. pts should then be called with this information and scheduled for surgery/follow up appointments accordingly
4. document in ema note that pt was notified of results/treatment plan and list dates for any upcoming procedures/appointments
5. note if a pt is being outsourced to another facility/provider for treatment