The current functionality of how patients get automatically added to the call back list remains unchanged. I.e. if your site has it configured so that if a patient has an abnormal microbiology result return post discharge it will automatically put the patient on the call back list – this remains unchanged. The physician workflow and appearance are unchanged.

What has changed is where you access the call back routine and what it looks like. Previously, from the ED tracker you would click the menu button and then ED Call Backs. Now there will be a call back tracker that displays alongside the rest of your trackers. If your site has multiple call back lists, then you will have multiple call back trackers.

When you are ready to place a call to a patient, select the call back tracker. Select the patient you wish to call by clicking into their row on the left side panel. Once a patient has been selected, you can view the call back notes history on the right (this is where it will show, for example, autogenerated for abnormal microbiology). When you are ready to call the patient, select the “Edit Call” button and a pop-up window will open displaying the patient details and their phone number.  

Use the actions drop down to select and appropriate action such as “Patient Contacted” if you did get in contact with them or “No answer will try back later” to quickly document that an attempt was made. This will also add a note to the call back with a time stamp.

If the call is placed successfully to the patient, then the “Status” field of the call notes should be updated to state the status of the call. Ideally “Completed” however “Pending”, “Attempted” or “Cancelled” are all the options available to choose.

Pending - the status of the call is in at the time it is added to the call list.

Attempted - the call was attempted, but the patient needs to be called back again.

Cancelled - the call was cancelled.

Once the call is completed and the status is changed to completed, it will document a note with a time stamp and after clicking save the patient will fall off the call back tracker automatically.

If you need to see a list of completed calls, they will be displayed in the call log.

The Call Detail will show the whole call edit history.  

Calls are also saved to the patient's chart under the other clinical tab where the call details can be viewed, and you can also click show all visits to see all the call backs this patient has ever had if necessary.

New Call will allow you to manually book a call directly from the Call routine. It should only be used if the patient does not have a call scheduled.

On the New Call window, you would complete all the relevant fields here such as entering the patient's account number that this call back will be associated with, reason for call etc. If your site has multiple Call Lists, ensure you select the call list drop down to make sure your patient goes on the appropriate list.