Teams VS Phone Notes

When to use Teams Messaging with Provider Teams

 Teams to Provider Groups: Use this method for urgent communication when the provider team is IN OFFICE 

• Notification of Phone calls 

1.  Peer to Peer Phone call holding. 

2. Patients PCP is holding.  

3. ER Physician is holding. 

4.  Facility is holding with STAT DVT Results o

5.  Radiologist calling with STAT Results 

6.  Pharmacy is on line needing clarification and the patient is at the pharmacy. 

7.  The provider team has documented or communicated that they would like to be notified for a return call from a patient. 

•  Patients are running late to their in-office appointment. Example: Patient is John Doe is going to be 15 minutes late can you still see him today. 

•  Notice of WI (walk in) patient 

•  Items needed to check patient out: 

1.Self-Pay charges 

2. WC M164 (Work Comp Status Form) 

3. Clarification of next appointments. If the team does not respond in a timely manner please inform the patient that you will call     them back 

Professional chat etiquette: 

• Keep messages short and concise. Ensure that there’s some value in every chat message      you send. 

•  Acknowledge receipt. Use the thumbs-up or “like” button to let others know that you got or agree with their message. 

• Remember that tone doesn’t always translate. Do keep your IMs brief, but be careful not to be brusque. 

•  Avoid repeating yourself. Many chat platforms let you search through conversation histories. Spare your colleagues from having to answer the same question twice by searching for an answer first. 

Phone Notes in eCW:

Phone Notes: All Provider team telephone communication with/regarding patient care, either during or after office hours, should be documented in the medical record for established patients. Patient care examples include but are not limited to: Prescribing or changing medication, Making a diagnosis, Directing treatment, Directing patient to another provider or facility 

•  What should NOT be a phone note: 

1.  Billing questions

2.   Status of authorization 

3.  Estimated cost questions

4.   Attorney calls o Status of request for Medical Records 

5.  Treatment questions for an issue that they have not been seen for 

•  What SHOULD be documented in your phone note ( Admin Staff) 

1.  Who the Caller is and their relationship to the patient 

2. Telephone number for caller 

3.  Reason for call and pertinent information to assist the provider team during return call. Record facts in ab objective manner; avoid needless commentary  

Medication Refills: 

1.  What are they taking? How much do they have left? Confirm and notate what Pharmacy they want it sent to. If Pharmacy is not in eCW to add to chart obtain Pharmacy Name, Phone, Address and fax  

Physical Therapy Orders:

1.Look to see if there is a current PT order in chart, if so fax it

2.  If NO Current Order: include the PT Clinic Name, location, facility phone number and fax number and date of patients next PT appt. 

Returning Call:

2nd, 3rd call 

Provider Teams: 

~Documentation of action(s) taken or needed to close the phone note 

1. LVM for Return Call 

2. Called NO Answer 

3. Patient needs Follow up appointment in office 

4. Document if Team should be notified when a patient returns call 

Closing of Phone Notes: 

1. Do NOT close a phone note if there are actions pending  

2. LVM for Return Call (close after 3rd attempt and patient has not returned call)  

3.Called NO Answer (close after 3rd attempt and patient has not returned call