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Call reasons
Jocelyn Bolio
Created on August 2, 2023
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Transcript
Clarification, interaction, confirm
Condition
Orders
Results
Hospital
A pt is admitted , the staff needs to page an O/C Dr
Routine
Stat
Consult
A specialist needs to physically visit a pt at a hospital
Good baby
Bad/ Sick baby
Prescription / Pharm
Newborn
Can be called by a pharm or patient. Each acct has specific instructions
A hospital calls to report a baby has been born
Nursing Home
Short or long term pt´s living in a facility that receive specialized care
Hospice
Prescription or refill
Routine
Has symptoms
Billing
Nursing homes
Appointments
New medication
Needs advice
Cannot wait for the office to re-open
Stat, critical, abnormal
Home health
Lab
Office/ Routine
Patient ER
Private facilities calling to report results
A pt states they need to reach the O/C Dr
Anything the staff handles and is non-urgent
Doctor to Doctor
A Dr needs to discuss a pt´s condition with another Dr
Private practice
Hopsital
Call reasons
This is a special service that all types of patients can receive. A health professional visits them at their home to provide different types of care
Home health
Type of home health
- Rehab
- Nurses
- Aides
A private lab is calling to report results that need to be paged to the O/C Dr
Lab calls
Type
- Stat
- Critical
- Abnormal
The nurse or clerk will call into to a pediatircian´s office to let them know that they have a new patient. In these cases the Dr will most likely go visit the patient as there is something wrong with the baby
Bad/ Sick Baby
Sick baby
- DOB
- Lenght and weight
- Type of birth
- Apgars
- What is wrong with the baby
Someone calls in regarding a bill, this is handled by the office and their staff
Billing
Examples
- Paying a bill
- Need bill to be sent
- Clarification on a bill
Routine lab calls are normal results that do not need to be paged, these are regular notifications just to inform that the results are in.
Routine Lab calls
Someone will call in to make an appointment, depending on the client or acct they may also have a specific option for cancelling, pay close attention!
Appointments
Types of appts
- Dr appt
- Service appt (HVAC/plumbing)
- Estimate appt
These calls can be made either from the pharmacy or the patient. The patient has never taken this med before and needs to start it ASAP
New prescription
Types of new meds
- Post op meds
- Pt was seen at the ofc that day and the rx was not sent
- Pt is sick and needs a rx
Patient emergencies are hard to determine and we have to probe to find out if this is an ER. We can look out for key words or situations
Patient emergency
Keys words
- Having symptoms
- Needs advice
- Cannot wait for the office
TIP! When in doubt page it out
This is a key word that the hospital staff will use so we can identify the call reason. Many people from the hospital can call us like the clerk, nursing supervisor, nurse
Orders
Types of orders
- Medication
- Diet orders
- Discharge
- Restraint
A routine consult is when a patient is currently at the hospital and needs to be seen by a specialist but is not in critical or an emergent condition.
Routine Consults
Time frame
- Can wait up to 24 hours
This is a key word that the hospital staff will use so we can identify the call reason. Many people from the hospital can call us like the clerk, nursing supervisor, nurse. When referring to condition we can be talking about many situations
Condition
Types of condition
- Altered mental status
- Code blue or rapid response
- Elevated heart rate and pressure
- Allergic reactions
The nurse or clerk will call into to a pediatircian´s office to let them know that they have a new patient. This is just a notification call
Good baby
Good baby
- DOB
- Lenght and weight
- Type of birth
- Apgars
When we talk about nursing homes we can be referring to several types of facilites and different levels of care. Some have 24/7 care and others overwatch patients
Nursing homes
Type of nursing homes
- Rehab center
- Assisted living facility
- Nursing home
These calls can are made by the pharmacy staff (pharmacist or tech). They need to speak to the Dr in order to give the pt their medication
Clarification / Interaction
Examples
- Verify the dosage (may be odd)
- Verify that they gave out the correct rx (pt usually takes a different one)
- Drug interaction with another rx
- Allergies
This is a key word that the hospital staff will use so we can identify the call reason. Many people from the hospital can call us like the nurses, lab techs, radiology techs, etc.
Results
Types of results
- Blood work
- X-ray
- Imaging
- Urine cultures
When refering to a private practice we are talking about a Dr that is calling from his own office, he does not work at a hospital
Private practice
Reasons for a Dr to Dr
- Discuss a mutual pt
- Update the Dr on the pt´s condition
- Obtain details on pt´s medical history
These calls can be made either from the pharmacy or the patient.We have to follow the specific instructions for every acct. TIP! Refills are usually not ER´s
Prescription or Refill
Examples of most common refills
- Pain or narcotics
- Blood pressure
- Insulin
A patient is admitted at the hospital and has a serious medical condition or the patient's condition is deteriorating and or life threatening
Stat consult
Time frame
- Immediatley
- ASAP
- Stop drop and go
Hospice care is a special care service that patients who are terminally ill receive 24 hour care as the patient may pass away soon
Hospice
Type of hospice
- Home health hospice care
- Inpt hospice care
These calls can also come from witihin a hospital, when a Dr at the hospital needs to speak to a specialist in most cases
Hospital
Reasons for a Dr to Dr
- Discuss a mutual pt
- Talk about the pt's symptoms with a specialized DR
- Possible admit a patient