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RECALL PROGRAM
This practice adopts a pro-active, preventative approach to the maintenance of every patient’s general health and well being. The practice uses the following strategies: · computer recall system (Medical Director) · recall system for abnormal results (see pathology section) The patient recall system requires that, with the consent of patients, patients are notified by letter that preventative treatment is due. All members of staff are required to enter recalls in a patients recall file on the computer if the doctor requests it. The following procedures are in place within the practice for recalling patients requiring action or review.
INVESTIGATION RESULTS - Receptionist on morning shift checks the ‘investigation results’ file in MD under files. - If marked ‘URGENT’ the doctor will try to contact the patient on that day. If unsuccessful, the doctor will make a decision regarding the next step depending on the urgency of the situation. All of this is recorded in the patients file. - If marked ‘DISCUSS’ the receptionist will record the name and contact details in the green folder at the front desk. (follow the investigation results procedure attached inside the green folder) - After 5 failed phone attempts, the doctor is informed and a letter is sent asking the patient to contact the Practice for an appointment. All attempts are recorded in the patient file. - A letter is sent if we are unable to contact the person by phone.
RECALL LIST (return for results) This list is generated once a week and is a safety net to make sure that all patients that need to come back for results, do actually return. - Select ‘SEARCH’ in MD - Then ‘RECALLS’ - In the ‘SELECT REASONS’ column, scroll down and select ‘RESULTS’ and ‘RETURN FOR RESULTS’ - Click ‘OK’ - At the bottom of the screen select ‘PRINT’ - On the pop-up screen select ‘CANCEL’ - Once the list is printed go thru and write on it if the patient has an appointment or if we left them a message or sent them a letter.
RECALL LIST (all other procedures) These letters are generated once a week to recall patients that need to return for certain procedures eg blood test, reviews etc. - Select ‘SEARCH’ in MD - Then ‘RECALLS’ - Click the box ‘SELECT ALL REASONS’ - In the ‘SELECT REASONS’ column, scroll down and de-select ‘RESULTS’ and ‘RETURN FOR RESULTS’ - Click ‘OK’ - At the bottom of the screen select ‘MAIL MERGE’ - In the ‘user defined’ box scroll down and select ‘RECALLCAB’ - Click ‘OPEN’ - On the pop-up screen select ‘REMOVE’ - The letters will then print out. - You need to then go through the letters and highlight the doctor and the length of appointment. *HANDY HINT* do not close the recall list after you have printed the letters – wait until you have finished highlighting so you can see the doctors names! - Once this is done, put them in the corresponding doctors files for the doctors to check and print/attach any necessary request forms (like path forms). - The doctors will return them to you with the forms so you can post them to the patients.
RECALLS (entering on MD) These are entered by pressing CONTRL + R whilst in the patients progress notes. The recall, date and doctor required is selected and saved.
PATHOLOGY RESULTS (hard copies) These are filed in an expanding file in alphabetical order.
Each month a new expanding file is started, and the previous months pathology is kept for two further months in the storeroom.
At the end of the month the oldest results (from two months ago) are shredded and the file recycled and used for the current month.
Hard copies are offered to the patient at their follow up appointment.
INR Note: Most INR’s at Royston Clinic are done in house using INR Machine.
Results performed by DHM are usually phoned or faxed through. These are then given to the doctor, who records what dose is required and when the repeat test is needed.
When the patient calls for the results details are given ensuring the patient understands the instructions.
CHECKING ALL REQUESTS/RECALLS ARE ACTIONED Once a month the receptionist checks the ‘OUTSTANDING REQUESTS FILE’ (under ‘files’ in MD) to ensure that all pathology and radiology requests have been actioned. The patient file is checked for any outstanding requests to see if they are already back. If they are, they are deleted.
The list of any requests that are outstanding is printed and brought to the attention of the doctor who decides what action should be taken.
If the request is to be deleted this is documented in the patients notes “outstanding requests deleted as per doctors instructions”. (Available in shortcuts as ‘OTR’)
PREVENTATIVE PROGRAMS involved in the recall system include: · childhood immunisation · pap smears · cholesterol testing · annual medical tests · diabetes checks · asthma 123 checks · skin checks · prostate checks & PSA
Prepared: April 1999Reviewed: February 06, 2009 | |||||||
