We recently established the use of sending questionnaires to patients via a patient portal prior to their appointments. These questionnaires were previously mailed to patients, or most likely provided when they arrived for the appointment. We are now faced with the fact that patients complete all or part of the questionnaire then cancel or no-show for their appointment. When an appointment is cancelled the message system routes the questionnaires to the clinical message pool.
Assuming others have faced this I would like some best practices;
Do Staff review the questionnaires?
What level of staff reviews the questionnaires?
What action is taken with the questionnaires?
What if the patient's only connection with the organization is the previously scheduled appointment?
What does you organization consider the liability/obligation to a patient that cancelled an appointment?
Is the response different if the organization/provider cancels the appointment?
Thank you for any guidance.
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Ray Snider DNP MSN RN NEA-BC
Senior Manager Clinical Operations
Emory Healthcare
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