Be sure your providers are involved in the decision and the process for triaging which patient visits can be canceled and postponed to a later date without putting the patients’ health in jeopardy of a delay in care.
Curi recommends the following:
- Create a script that all your employees will use so that a consistent message will be communicated to all patients. The script should reflect concern for the health and welfare of both patients and staff, inform rescheduling of all our non-emergency visits, and set time expectations if you have them.
- Review the medical record for all cancelled patient appointments to ensure medication refills, any ordered tests and/or referrals, and needed equipment have been addressed.
- Maintain a list of all patient visits that were cancelled and need to be rescheduled at a later date.
- Plan ahead and prepare staff on how to respond if a patient really does not want to postpone their appointment.
Any patients that need to be seen, recommend screening prior to coming in your office to determine risk. Use the Curi Patient Test Screening Tool.
For all positive screens, notify health department or primary care physician for follow-up care/testing and document screening information and coordination of care.