Open Forum

Hello,

Does anyone have a policy on notifying patients about abnormal test results or overdue status for testing in general. For example, do you have guidelines on how often one should reach out to patient, what method is used (phone, portal, letter) and how many times before you declare a patient as unreachable?

Nicole

Sent from my iPhone

Hello Nicole, 

At my organization, we attempt to call the patient twice and if not successful, we will generate a letter and send a message via MyChart. We have also implemented a text message thread that alerts a patient that they have new test results. In the case of a patient returning the call, we use "reference 99", a tool that alerts anyone that cares for the patient via the call center to be allowed to relay the results to the patient. If the patient has more questions, they are scheduled for a telehealth visit. Hope this helps you!


------------------------------
Quiana Simmons
Metrohealth Medical Center
Garfield Heights OH
(216)509-5654
------------------------------

Original Message:
Sent: 02-01-2023 18:35
From: Nicole Napier-Scott
Subject: Unreachable patient

Hello,

Does anyone have a policy on notifying patients about abnormal test results or overdue status for testing in general. For example, do you have guidelines on how often one should reach out to patient, what method is used (phone, portal, letter) and how many times before you declare a patient as unreachable?

Nicole

Sent from my iPhone

Original Message:
Sent: 2/2/2023 6:51:00 AM
From: Quiana Simmons
Subject: RE: Unreachable patient

Hello Nicole, 

At my organization, we attempt to call the patient twice and if not successful, we will generate a letter and send a message via MyChart. We have also implemented a text message thread that alerts a patient that they have new test results. In the case of a patient returning the call, we use "reference 99", a tool that alerts anyone that cares for the patient via the call center to be allowed to relay the results to the patient. If the patient has more questions, they are scheduled for a telehealth visit. Hope this helps you!


------------------------------
Quiana Simmons
Metrohealth Medical Center
Garfield Heights OH
(216)509-5654
------------------------------

Original Message:
Sent: 02-01-2023 18:35
From: Nicole Napier-Scott
Subject: Unreachable patient

Hello,

Does anyone have a policy on notifying patients about abnormal test results or overdue status for testing in general. For example, do you have guidelines on how often one should reach out to patient, what method is used (phone, portal, letter) and how many times before you declare a patient as unreachable?

Nicole

Sent from my iPhone

Ignacio, I would be interested in learning more about your new processes that you will be implementing.  I agree that the phone tag is a time waster and would be interested in hearing new ideas.


------------------------------
Angela Hall MN RN
Director of Nursing
Neighborhood Health Center
Portland OR
------------------------------

Original Message:
Sent: 02-04-2023 16:37
From: Ignacio Donez
Subject: Unreachable patient

We also perform 2 attempts (phone, SMS message) and then send a letter with contact information to return call.  The call is then closed if patient does not reply.  Telephone calls can take an enormous amount of time to process and phone tag is a time waster.  We will be implementing new processes to enhance patient engagement in their care which has been proven to be a driver in patient compliance and enhanced communication between patients and clinic staff.

Ignacio Donez,

RN, BSN

Director of Clinical Services

Coastal Bend Wellness Foundation

Ignacio Donez
(361) 816-7065

Original Message:
Sent: 2/2/2023 6:51:00 AM
From: Quiana Simmons
Subject: RE: Unreachable patient

Hello Nicole, 

At my organization, we attempt to call the patient twice and if not successful, we will generate a letter and send a message via MyChart. We have also implemented a text message thread that alerts a patient that they have new test results. In the case of a patient returning the call, we use "reference 99", a tool that alerts anyone that cares for the patient via the call center to be allowed to relay the results to the patient. If the patient has more questions, they are scheduled for a telehealth visit. Hope this helps you!


------------------------------
Quiana Simmons
Metrohealth Medical Center
Garfield Heights OH
(216)509-5654

Original Message:
Sent: 02-01-2023 18:35
From: Nicole Napier-Scott
Subject: Unreachable patient

Hello,

Does anyone have a policy on notifying patients about abnormal test results or overdue status for testing in general. For example, do you have guidelines on how often one should reach out to patient, what method is used (phone, portal, letter) and how many times before you declare a patient as unreachable?

Nicole

Sent from my iPhone

Hi Nicole, 

We also do two contacts (call or MyChart message) and then a letter if unsuccessful and the encounter is closed. 

Angela

------------------------------
Angela Hall MN RN
Director of Nursing
Neighborhood Health Center
Portland OR
------------------------------

Original Message:
Sent: 02-01-2023 18:35
From: Nicole Napier-Scott
Subject: Unreachable patient

Hello,

Does anyone have a policy on notifying patients about abnormal test results or overdue status for testing in general. For example, do you have guidelines on how often one should reach out to patient, what method is used (phone, portal, letter) and how many times before you declare a patient as unreachable?

Nicole

Sent from my iPhone

Thank you everyone-this is very helpful. Our risk management people advise three contacts by at least two different methods (so all three can’t be a portal message) with at least one being a letter. I was wondering what others do. Also, it seems sending a letter certified is done on a case by case basis.
Nicole

Sent from my iPhone


Original Message:
Sent: 2/2/2023 4:51:00 PM
From: Angela Hall
Subject: RE: Unreachable patient

Hi Nicole, 

We also do two contacts (call or MyChart message) and then a letter if unsuccessful and the encounter is closed. 

Angela

------------------------------
Angela Hall MN RN
Director of Nursing
Neighborhood Health Center
Portland OR
------------------------------

Original Message:
Sent: 02-01-2023 18:35
From: Nicole Napier-Scott
Subject: Unreachable patient

Hello,

Does anyone have a policy on notifying patients about abnormal test results or overdue status for testing in general. For example, do you have guidelines on how often one should reach out to patient, what method is used (phone, portal, letter) and how many times before you declare a patient as unreachable?

Nicole

Sent from my iPhone

Hi Nicole, 

When we cannot reach the patient by phone for abnormal results, we sent a letter both certified and regular.

------------------------------
Janette Morgan, MSN,RN,AMB-BC,HN-BC
Director Community Care,
The Valley Hospital,
Ridgewood, New Jersey,
973 427 7676
------------------------------

Original Message:
Sent: 02-02-2023 17:44
From: Nicole Napier-Scott
Subject: Unreachable patient

Thank you everyone-this is very helpful. Our risk management people advise three contacts by at least two different methods (so all three can't be a portal message) with at least one being a letter. I was wondering what others do. Also, it seems sending a letter certified is done on a case by case basis.
Nicole

Sent from my iPhone


Original Message:
Sent: 2/2/2023 4:51:00 PM
From: Angela Hall
Subject: RE: Unreachable patient

Hi Nicole, 

We also do two contacts (call or MyChart message) and then a letter if unsuccessful and the encounter is closed. 

Angela

------------------------------
Angela Hall MN RN
Director of Nursing
Neighborhood Health Center
Portland OR

Original Message:
Sent: 02-01-2023 18:35
From: Nicole Napier-Scott
Subject: Unreachable patient

Hello,

Does anyone have a policy on notifying patients about abnormal test results or overdue status for testing in general. For example, do you have guidelines on how often one should reach out to patient, what method is used (phone, portal, letter) and how many times before you declare a patient as unreachable?

Nicole

Sent from my iPhone

Original Message:
Sent: 2/4/2023 9:34:00 PM
From: Janette Morgan
Subject: RE: Unreachable patient

Hi Nicole, 

When we cannot reach the patient by phone for abnormal results, we sent a letter both certified and regular.

------------------------------
Janette Morgan, MSN,RN,AMB-BC,HN-BC
Director Community Care,
The Valley Hospital,
Ridgewood, New Jersey,
973 427 7676
------------------------------

Original Message:
Sent: 02-02-2023 17:44
From: Nicole Napier-Scott
Subject: Unreachable patient

Thank you everyone-this is very helpful. Our risk management people advise three contacts by at least two different methods (so all three can't be a portal message) with at least one being a letter. I was wondering what others do. Also, it seems sending a letter certified is done on a case by case basis.
Nicole

Sent from my iPhone


Original Message:
Sent: 2/2/2023 4:51:00 PM
From: Angela Hall
Subject: RE: Unreachable patient

Hi Nicole, 

We also do two contacts (call or MyChart message) and then a letter if unsuccessful and the encounter is closed. 

Angela

------------------------------
Angela Hall MN RN
Director of Nursing
Neighborhood Health Center
Portland OR

Original Message:
Sent: 02-01-2023 18:35
From: Nicole Napier-Scott
Subject: Unreachable patient

Hello,

Does anyone have a policy on notifying patients about abnormal test results or overdue status for testing in general. For example, do you have guidelines on how often one should reach out to patient, what method is used (phone, portal, letter) and how many times before you declare a patient as unreachable?

Nicole

Sent from my iPhone

Original Message:
Sent: 2/1/2023 6:36:00 PM
From: Nicole Napier-Scott
Subject: Unreachable patient

Hello,

Does anyone have a policy on notifying patients about abnormal test results or overdue status for testing in general. For example, do you have guidelines on how often one should reach out to patient, what method is used (phone, portal, letter) and how many times before you declare a patient as unreachable?

Nicole

Sent from my iPhone