D.10 MH - PP - No Show_02162021.pdf
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- Q201--CBOC Services Yale, MI JDDVAMC
- Solicitation number
- 36C25022R0041
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Text version
- Job Instruction Sheet
Title: No Show Appointments
Service: Mental Health
Performed by: MD/PhD/MSW/NP/RN
Supervisor: Michelle Buda Abela, PhD
Revised by: Michelle Buda Abela, PhD
Purpose Instruct Providers on how to manage no showed appointments.
Cycle Time: Varies
Takt Time: Varies
Trigger:
No show, patient cancellation, or clinic cancellation
Done:
Veteran contacted and appointment rescheduled and/or missed appt notes completed.
Revised date: 2/16/2021
# Major Steps (What we do?)
Key Points/ Details (How we do it?)
Reasons for Key Points/ Pictures (Why we do it?)
1 Veteran does not show for scheduled appointment - No Show.
a. Provider ensures that no show appointment correctly coded.
i. Scheduling staff are alerted to the no show via email to the Lead Clerk, Ward Supervisor, Chief of Scheduling Operations, and clerk identified by ward administration to handle no shows.
No Show appointment needs to be entered by clerks by COB.
2 Provider reviews Veteran’s medical record to determine and initiate appropriate follow-up action.
At a minimum, reviews the following since the last visit:
o Mental Health Provider Notes o Ambulatory Care Notes o Other medical specialties notes
3 The provider attempts to contact the patient via phone to ensure that the patient is stable and will inquire about rescheduling the appointment.
a. If the patient agrees to reschedule the appointment, the provider will negotiate a new appointment.
b. The provider will request Ward Administration Staff schedule an appointment by completing a Return to Clinic Order in CPRS and submitting NSOC form.
4 If the provider is unable to reach the patient, the provider will make three attempts by phone on separate days with a message being left and a letter sent requesting the patient call to reschedule the appointment
a. If the provider determines that the patient needs closer follow-up due to clinical urgency, and he/she was not been able to contact the patient, or this is the second no-show in a row, the provider will bring this to the treatment team to discuss and identify additional services which may be clinically indicated.
Letter can be sent on the day of the first phone attempt.
Major Steps (What we do?)
Key Points/ Details (How we do it?)
Reasons for Key Points/ Pictures (Why we do it?)
5 If a Veteran has an active category 1 High Risk for Suicide Flag the provider in the Mental Health Service will call the patient to determine if the patient is okay and to determine why the patient failed to make the appointment.
a. The provider will notify the Veteran’s case manager and the Suicide Prevention Coordinator via additional signer. The case manager will continue to make up to three attempts to contact the Veteran including sending a certified letter.
b. The provider, in consultation with the SPC, will determine if a wellness check is required based on the Veteran’s clinical status. I
c. If it is determined that a wellness check is required, the provider will contact the VA police (63375) and request that local law enforcement conduct a wellness check due to the concern over the patient’s clinical status.
6 Provider documents efforts in no show progress note, “Patient No Show / Cancellation Progress Note.”
No Show note is connected to clinic/appointment that the Veteran no showed.
File details come from the government source that posted it. Updated .