Oncology Medical Home
Policy and Procedure Manual
Title: New Patients
Author: Carol Murtaugh Date: 11/21/11
Updates/Initials:
Policy: Acceptance of new patients into an oncology/hematology practice is critical in providing quality care to the patient and their family. This is also important in demonstrating quality care to the referring provider. New patients should be seen with a sense of urgency in all cases. Information needed to consult with the patient should be exchanged between referring providers to the practice, and from the practice to the patient, in a manner that allows for continuity of care and promotes a high level of patient satisfaction. The new patient flow should include processes to assure these guidelines are followed, exceptions are identified and the consistency in which guidelines are followed are measured and reported.
Procedure:
1) New Patient Timeline: New patients should be seen within 48 hours or 2 business days. If the referring provider requests an urgent visit the practice should be able to accommodate a same day or next day appointment. Practice locations that do not have a provider 5 days per week should have the options to send urgent requests to other practice locations as needed. Referrals received on Fridays should be scheduled for their initial visit on the same day whenever possible in order to minimize patient and family anxiety over a weekend. The actual appointment date/time should include a pre-visit session for an information exchange between the patient and the practice. (See Item 3 below for details.) The date and time that a new patient referral is received should be recorded. It is preferable for this information to be recorded automatically in order to minimize administrative tasks. This date and time will be compared to the appointment date and time in order to measure and monitor compliance to this policy.
2) Information Exchange with Referring Provider: Records should be obtained as quickly as possible once a patient referral is received. Practices should be able to receive all pertinent information by fax, mail or electronically. Electronic receipt of this information is preferable but electronic transmission must be secure and encrypted. This information should be received at least 6 hours prior to the new patient appointment. Medical records on new patients should be reviewed by clinic staff via a checklist of required and pertinent information to assess completeness and this review should be completed a minimum of 3 hours prior to the new patient appointment date and time. Any missing information should be obtained and organized prior to the new patient visit. Medical records should be placed into the paper or electronic health record prior to the provider visit to allow for review by the provider. Efficient and complete exchange of records will eliminate duplication and increase efficiency. The date/time these records are received and the date/time the review process is complete and satisfactory should be recorded so that policy compliance can be measured.
3) Initial Call to New Patients: New patients should be contacted by the practice a minimum of 12 hours in advance of their new patient visit in order to remind them of their appointment. It is preferable for this communication to be an actual phone call. This initial contact will be to manage patient expectations and should include expected details of the anticipated visit. Information to be exchanged should include: who the patient will be meeting with prior to their visit with their physician; the nurse(s) name(s) that will be assisting the physician (if predictable and known); expected length of time for their complete visit; a request to bring all medications the patient may be currently taking; directions to the office; and other pertinent information specific visit. The patient should also be requested to submit the health assessment and registration information in advance (if available) and to bring insurance cards and photo identification. This conversation should be closed with an opportunity for the patient to ask questions and that the practice is looking forward to meeting them and their family.
4) Initial New Patient Visit - The pre-visit meeting with the patient/family should occur in a private and comfortable location. Information that should be provided/exchanged with the patient should include: office contact information and procedures, patient portal and/or practice website, the importance of staying in contact with the care team, the practice’s commitment to be available to the patient at all times and to assist in the coordination of all of their care, including non-cancer related illnesses; availability of patient assistance programs for financial/non-financial needs; recommended resources within or outside of the practice (web sites); practice financial policies; services available within the practice (social work, dispensing etc.); and other information that may be pertinent to the patient and their ongoing care. All of this information should be verbalized to the patient and their family as well as being given to the patient/family in writing. This session should also be closed by asking if the patient/family has any questions or immediate concerns.
5) Measurable Compliance – Information technology should be used to determine compliance to the policy of seeing patients within 48 hours, receiving and organizing the patient medical records and reviewing these records for completeness.
Responsible Parties: Front Desk/Patient Registration Staff, Nursing, Providers, Medical Records Staff
Physician Date Physician Date
Physician Date Office Manager Date