Workflow Related

This is a list of policies or protocols that are typically referenced in an organization's workflows.

Appointment Scheduling

• Policy Duplicate Patient Searching

Call Processing

• Policy for Red List or Urgent Needs items
• Policy for non-patient related calls

Charges

• Policy for when provider's charges require review
• Policy for non-billable providers charge submission
• Policy for when discounts are applied and entered through EHR
• Policy for what reviewers can and cannot do when reviewing provider's charges
• Policy for charge corrections
• Escalation policy for when charges are not submitted within defined timeframe

Chart Review

• Policy for addressing Alerts
• Which history components are required to be reviewed

Front Desk Appointment Check In

• Policy Frequency of obtaining an updated HIPAA form

Intake Process

• Protocol for vitals required (typically based off the type of visit, ie: Acute, Well, etc.)
• Standing Order Protocol; ie: UA, Strep tests, etc.
• Policy whether clinical staff can enter a Chief Complaint when starting a note

Med Admin and Immunizations

• Protocol for age-based immunizations
• Policy for how long to require patient to wait after an injection before they can leave
• Protocol for medication administrations without an order; ie: flu vaccine

Non-Provider Appointment and Point of Care Testing

• Policy for when a patient should be seen as a result of findings during a non-provider visit
• Policy for which point of care results require verification

Note

• Policy for which providers require co-signature of their notes
• Policy for what can be copy and pasted from one note to another
• Policy for timeframe for signing notes

Orders

• Policy for tracking overdue orders

Results

• Policy for which paper results will be recorded as discrete data in EHR
• Policy for which results require communication to the patient in the form of a letter vs. call vs. appointment

Rx

• Policy for what prescriptions or renewals can clinical staff create

Scan

• Policy for historical chart scanning
• Policy for frequency of scanning insurance card
• Policy for what is NOT scanned
• Policy for disposition of documents post-scanning
• Policy for timeframe of indexing of documents
• Policy for loose-paper scanning
• Policy for quality of scanned documents

Tasking

• Policy for when tasks need to be worked (by task type)
• Policy for managing over-due tasks
• Policy for timeframe for completing Chart Requests
• Escalation policy for providers not completing tasks
• Coverage policy for when providers are out of the office