VSE Practice and Hands-On Demonstration Exercises

Contents

VSE Practice and Hands-On Demonstration Exercises

Scheduler Scenarios

Scenario 1

Scenario 2

Scenario 3

Scenario 4

Scenario 5

Scenario 6

Scenario 7

Scenario 8

Scenario 9

Supervisor Scenarios (Supervisors = Users with the SDECZMGR Key)

Scenario 10

Scenario 11

Scheduler Scenarios

Scenario 1

Create an Appointment Request

Veteran A calls your facility and says, “I would like to be seen in Clinic A in two weeks.” You ask for time and day preferences. The Veteran responds, “I prefer Wednesday and Thursday afternoon appointments when I can get them. Oh, I also need an escort for me and my service dog Jasper when I am there.” Create the appointment request.

Skills used:

  • Log in
  • Search for Veteran A
  • Create an appointment request for Clinic A entering the patient’s preferred date
  • Add Include Special Needs/Preferences

Veteran A says, “Wait, I need to figure out a ride before we can schedule the appointment. Let me call you back.”

  • Save the request (do not cancel)

Scenario 2

Schedule an Appointment from a Request and Manage No-Show Status

Veteran A had previously asked for an appointment in Clinic A. There is an active appointment request with a preferred date (PD) recorded when the patient calls back. Veteran A says, “So my ride can get me there today. Do you have anything available?” Schedule the appointment and do not print the appointment letter, per the Veteran’s request.

Skills used:

  • Search for Veteran A
  • Locate the appointment request
  • View clinic availability
  • Locate an available timeslot for the appointment
  • Schedule the appointment
  • Disposition appointment letter, per patient’s request

It is now past the time of the appointment, and Veteran A has not checked in and is not responding when called. Mark the appointment as a No Show.

Skills used:

  • Locate the appointment
  • Mark as No Show

Veteran A enters Clinic A and says, “Sorry, I would have been here earlier, but I was stuck in traffic. Can I still be seen?” You check with the provider, and the patient can still be seen. Undo the No Show and check in the patient.

Skills used:

  • Locate the appointment
  • Undo No Show
  • Check in the patient

Scenario 3

Schedule a Walk-In Appointment, Check In, and Check Out

Veteran A has just finished the appointment at Clinic A and stops by Clinic B because of feeling a bit nauseated and dizzy. The nurse triages Veteran A and determines that he/she needs to be seen. Since there was a last-minute cancellation by another Veteran, the provider agrees to see the patient now. Create a Walk-In Appointment for Veteran A and check the patient in.

Skills used:

  • Create an appointment request
  • Schedule Walk-In Appointment (including automatic check-in)

As Veteran A is ready to leave, you chat and complete all of your follow-up activities. Check out the appointment for Veteran A.

Skills used:

  • Locate Walk-In Appointment
  • Check out the appointment

Scenario 4

Schedule Multi-Book Appointments

Provider B (in clinic B) had asked that Veteran B return monthly for the next three months to have his/her blood sugar levels checked and medication adjusted because of a new diabetes diagnosis. Veteran B requests the appointments to be on Tuesdays and the provider’s return to clinic order is for next month at a specified date indicating the CID (the order has the closest Tuesday to this day next month). Create a multi-book request and schedule the appointments.

Skills used:

  • Search for Veteran B
  • Create a multi-book appointment request
  • Schedule multi-book appointments

Scenario 5

Manage Recall Reminders

Veteran B just had an appointment in Clinic C and the provider writes an order for him/her to return for the same appointment next year. Veteran B says, “I don’t want to book this right now. Would you please call me closer to the date?” Create a recall request for him/her to return in a year.

Skills used:

  • Create a recall request using the CID as indicated in the RTC orders

You’ve been tasked with working on recalls for Clinic C today. Query the consolidated request list to view only recall requests for Clinic C.

Skills used:

  • Use the Query tool to filter requests

Veteran B does not answer after the first two attempts to contact by telephone. Record the contact attempts in VSE.

Skills used:

  • Record Contact Attempts

When you reach Veteran B to schedule the recall appointment, Veteran B says, “I’ve moved and will be using a different VAMC.” Disposition the recall reminder.

Skills used:

  • Locate the recall request
  • Remove the request with the proper recall removal reason

Scenario 6

Cancel an Appointment and Request

Veteran B calls and says, “I’m going to be moving, so I need to cancel my last blood sugar check in Clinic B.” Cancel the appointment without rebooking it and remove the request.

Skills used:

  • Search for Veteran B
  • Locate the existing appointment
  • Cancel the appointment
  • Locate the request
  • Remove the request with the proper removal reason

Scenario 7

Move a Request to the EWL and Schedule

Please note, this may not be in practice yet. Use this scenario for training purposes only.

Veteran A finished his/her walk-in appointment today in Clinic B. While you are talking, Veteran A asks, “Can you help me schedule an eye appointment? I feel like I am not seeing as well these days. I have never been seen here for my eyes.” For training purposes, a consult is not required. The veteran notes that he/she no longer has any special needs or preferences for appointments so you clear those out. You make the request in the service/specialty for him/her instead of a specific clinic, but find there is no availability in Optometry for the next 90 days. Veteran A says, “OK, but I still want to be seen here when something is available.” Move the request to the EWL.

Skills used:

  • Create an appointment request type for a service/specialty
  • Transfer the request to the EWL

A few days later, a new provider has joined optometry, so you can now schedule in Clinic C. You sort through the EWL and work through the list. For training purposes, pretend Veteran A happens to be the only person on the list.You call Veteran A and find a date and time that works well. Schedule the appointment from the request on the EWL per the patient’s preference next week.

Skills used:

  • Use the Query tool to filter requests to EWL requests for Clinic C
  • Locate the EWL request
  • View clinic availability
  • Locate an available timeslot for the appointment
  • Schedule the appointment

Scenario 8

Schedule an Appointment from a Consult and Modify

A provider has written a consult for Veteran A to be seen in the Service/Specialty of Clinic A via CPRS. Schedule the appointment from this consult request.

Skills used:

  • Locate the consult request
  • View clinic availability
  • Locate an appropriate timeslot for the appointment
  • Schedule the appointment

You realize you forgot to enter when the provider originally ordered the consult into the Notes field of his/her appointment. Add a Note to the appointment. (Cancel this appointment prior to the hands-on assessment so the Consult will be available in the list for testing purposes)

Skills used:

  • Locate the appointment
  • Edit the appointment

Scenario 9

Schedule an Appointment using Provider Grouping

A provider has written a return to clinic order for Veteran A to be seen again in Clinic A in 2 months. You want to check the providers other clinics to make sure this appointment does not overlap the providers multiple appointments before scheduling the appointment.

Skills used:

  • Create an appointment request for Clinic A entering the provider’s CID date
  • Change the view of the schedule section to view provider group
  • Locate an appropriate timeslot for the appointment that does not overlap the providers other clinic(s)
  • Schedule the appointment

Supervisor Scenarios

(Supervisors = Users with the SDECZMGR Key)

Scenario 10

Manage Users and Clinic Groups

You need to update the privileged users for Clinic D. Add Scheduler A to this list and remove Scheduler B from it.

Skills used:

  • Navigate to the System tab
  • Search for a prohibited clinic
  • Add a user to the clinic
  • Remove a user to the clinic

The scheduler who schedules consults would like to see the schedules of all three dentists who see new patients in one view. In the future, you will follow your facility guidance for setting up a group. For training purposes, create a new clinic group by grouping Clinic D, Clinic E, and Clinic F with a name that has your initials at the end of it.

Skills used:

  • Add a clinic group
  • Add resources to the clinic group

Scenario 11

Run and Customize an Audit Activity and Management Report

As a supervisor, you want to see the amount of activity your schedulers are completing. Run an Audit Activity Report for the past week and filter to display those schedulers who have entered ten or fewer APPT requests. Save the report to your desktop.

Skills used:

  • Navigate to the Reports tab
  • Run an Audit Activity Report
  • Export an Audit Activity Report

You also want to see how many appointment entries were made for Clinic B last week. Run the Primary Care management report to generate that information.

  • Run a Management Report

VSE Practice and Hands On Demonstration Exercises 1