Healthflex Guide

Script 

the script is a very useful tool, please pay close attention to the scripts on Healthflex calls and in general every call.  A lot of important information is in the “intro” and “things to remember” on the first page.  Always read through it carefully prior to making a call for them.

On Service Day 7   

when making a call for the Day 7 On Service check in,  and you speak to someone who was NOT present at the very first Healthflex visit you MUST mark the outcome “wrong number a human told me” 

• • Even if this is the daughter, son, MPOA, close friend, caregiver, etc. and they are normally with the patient most of the time.  IF they were not present at that first visit by Healthflex, and they can not answer the specific questions that are on that script, you will mark the outcome  “wrong number a human told me”

Medication questions  

There are 3 medication questions on the ”7 Day On Service call” script.  These questions must be asked individually, do not group them together.

• • “Did someone ask to see all the medications you are taking?”

  • “Did someone from Healthflex talk to you about the potential side effects of medications you are taking?”

  • “Did someone instruct you on when to take your medications?”

Healthflex has never visited the patient  

IF you speak to someone and they express that no one from Healthflex has come out yet to see the patient,  mark the outcome  “Patient requests do not call again.”  The ONLY exception to this is if they say Healthflex is coming out that day, or the next day, then you may select “Call back later.” 

Assisted Living Facility (ALF) 

If you reach an Assisted Living Facility (ALF)  mark the outcome “wrong number a human told me” UNLESS they can transfer your call directly to the patient.

Caregiver satisfaction questions 

Please gather as much information as possible on the “Team members need improvement” “Helpful Team Members” questions.  Healthflex wants more than just the name or title of the team member.  They want to know what that member is doing specifically that is making them excellent or poor.

• • For example:  PT wasn’t here very long, only about 20 min & patient thought she needed more time. 

Healthflex Employee at patient home for a Visit at time of the call   

If a Healthflex member is with the patient at the time of your call, do not proceed  with questions. Let them know we will call back , and mark “Call back later.” 

• • Even if you are speaking with the daughter or grandson, ect. and they say they are fine to speak with you while the patient is with the care team, Healthflex has asked us not to conduct calls during their home health visits.