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  • 1.  Best Practices for Nursing Pool Messages

    Posted 05-22-2025 14:40

    Good day,

    I work for an FQHC, and I'm looking for best practices related to nursing pool messages. With our current process, we attempt to contact patient with 3 phone calls which is a challenge, so we would like to implement text messages to the process. Would anyone be willing to share best practices?

    Zulema Hernandez, BSN, RN

    Associate Director, Nursing Communications

    Family Health Centers of San Diego

    zulemah@fhcsd.org



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    Zulema Hernandez RN
    Family Health Centers of San Diego
    San DIego CA
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  • 2.  RE: Best Practices for Nursing Pool Messages

    Posted 05-23-2025 09:04

    Hi at NeighborHealth in Boston we call twice (even if a provider calls the patient). If the pt has mychart  we will also send an additional message. If mychart and calls are not successful we place a letter in the mail. I strongly encourage all pt to download mychart and often assist with installation 



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    Richard Rosenblum RN
    Registered Nurse
    EBNHC
    Boston MA
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    Original Message


  • 3.  RE: Best Practices for Nursing Pool Messages

    Posted 05-23-2025 09:47

    Our Process is similar at our FQHC - 3 required "contact attempts" (provider, RN, etc) and then we send a portal message or letter 



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    Keri Urquhart MPH BSN RN
    Covenant Community Care- FQHC
    Detroit MI
    (586) 215-3448
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    Original Message


  • 4.  RE: Best Practices for Nursing Pool Messages

    Posted 05-23-2025 13:01

    We have a similar method stated on the thread, we have 3 contact attempts and then a letter mailed. We do have a texting platform that we are rolling out- some of our nurses piloted it and loved it. We count this text as a contact attempt. Our only stipulation is that only 1 contact attempt can be text. This is to ensure that the texts don't get ignored or assumed to be spam with no other type of attempt being made. We felt we would lose contact that way. 



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    Torie Bonnet MSN RN NE-BC NPD-BC
    Associate Director of Nursing
    Piedmont Health
    Raleigh NC

    bonnett@piedmonthealth.org
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    Original Message


  • 5.  RE: Best Practices for Nursing Pool Messages

    Posted 05-28-2025 06:50

    We have an app called doximetry that we can text from. But we use it more when a pt asks us to sent them something as they have no access to our portal system. 



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    Amber McClure BSN RN AMB-BC
    IU Health
    Westfield IN
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    Original Message


  • 6.  RE: Best Practices for Nursing Pool Messages

    Posted 05-29-2025 08:22

    For symptom based questions we send a My Chart message and then send the call to our triagers who make 2 attempts to contact the family.   Here is an example of the message we send: 

    Thank you for reaching out to the Child Health Clinic!
     
    We are sorry to hear that you have concerns about your child.
     
    In order to provide safe care for your child's unique needs, we shared this information with our nurse triage team, who will contact you as soon as possible. The triage nurses will be able to take the time to ask you questions and assess for the next best steps and if symptoms can be treated at home or if a clinic visit is needed.
     
    In the future, if you have any concerns about new symptoms with your child, please call our nurse triage line at (720) 777-2740, so they can direct you timely and appropriately.
     
    Thank you for your understanding!


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    Teresa Baird BSN RN CPN
    Nursing Quality Specialist
    Children's Hospital Colorado
    Elizabeth CO
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    Original Message


  • 7.  RE: Best Practices for Nursing Pool Messages

    Posted 05-30-2025 08:51

    I also work for an FQHC-and we are in the process of further developing the same items.

     

    Currently we have some standard messages that MAs can text to patients. We are now developing some for nurses as well.

     

    Most of the time it is to alert the pt that we want them to contact us to discuss lab results, DI results, etc. So, our message is generic (have to be careful what you put in text-run the information you plan to include by your General Counsel, or attorney for the health center).

     

    The most common message sent is-

     

    Hello! This is your primary care Nurse (or MA if the message is from their MA), we are trying to reach you-pls call us back and ask to speak to your Nurse. Then when the call is received, they send an instant message to the group of nurses to take the call.

     

    Not sure this helps-but I am also now going to follow this thread!

     

    Thank you,

    Mary

     

    Mary Blankson, DNP, APRN, FNP-C, FAAN

    Chief Nursing Officer

    Community Health Center, Inc.

    675 Main Street,

    Middletown, CT, 06457

    Cell: (860)227-5432

    mary@chc1.com

     

    This message originates from Community Health Center, Inc.. The information contained in this message may be privileged and confidential. If you are the intended recipient you must maintain this message in a secure and confidential manner. If you are not the intended recipient, please notify the sender immediately and delete all copies of this message. Thank you.




    Original Message


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