Overview of Recalls and Reminders
According to AGPAL, reminder systems should be used as a long term preventative approach towards each patient's general health and well being. Recall systems are used to recall patients back to the surgery for a reason and are usually used for abnormal results. A recall system is different to a reminder system in that reminders are used as preventative activities for patients and do not have to be followed up if the patient does not attend the practice. A recall must be followed through until the patient attends the surgery again regarding the recall. (AGPAL Information Sheet 05/03/2003. See www.agpal.com.au for further information.) Recalls and Reminders can be set up in PractiX to cater for all the requirements of practice accreditation. There are three steps involved in the entire Reminder/Recall process: 1. Setting up and reminder or recall in the Administration module. See Setting Up a New Recall or Reminder 2. Initiating the reminder or recall for a patient in the Health Records module. See Follow-up 3. Processing the reminders or recalls when they are due in either the Reception or Practice modules. Reminder and Recall Processing
Setting Up a New Recall or Reminder
If a recall/reminder letter is to be sent to the patient, before setting up the recall/reminder type, create the recall template to be used. (See Creating a New Word Mail Merge Template). Adding Recalls/Reminders (R/R): Administration -> System Configuration -> Health Records -> Reminders and Recalls. 1. Click on the New button. 2. Enter a name for the R/R into the Reminder/Recall Type field, e.g. Pap Smear 2 Year. 3. Select the applicable options for the R/R: 1. Record in Patient Notes - When the recall process is run, the date, time and who was logged on will be recorded in the patient note field in the Patient Detail screen. 2. Record in Health Records - This will create a new consultation in the patient's health record with details of the R/R in the Progress Note. 3. Requires Patient Compliance - If it is the practice's policy to record if a patient has responded to a R/R or not, this option needs to be activated. The recall will remain outstanding until it has been either cancelled or marked as complied. 4. Prompt if overdue or due within x days - When the R/R processing has been done, this option will create a prompt that will appear when the doctor opens the patient's Health Record, warning them that the patient is due for a R/R action in x days or that the R/R is overdue. 4. Enter the number of Active Events that are to take place for the R/R. An active event allows you to set a date and task to be completed for each stage of the R/R process. For example, the 'Pap Smear 2 Year' reminder may have 3 active events: 1. 1st Reminder Letter to patient to be sent after 720 days. 2. 2nd Reminder Letter to patient to be sent after 734 days ( 2 weeks after first letter) if the patient has not complied. 3. Message to Reception to initiate a phone call after 748 days (2 weeks after second letter) if the patient has not complied. 1. Once the number of active events is entered, the applicable Event tabs will be highlighted.
Enter the Event Description bearing in mind that this description can be used as a mail merge field in the recall template. 1. The Due Date of the R/R can be flagged in two ways: 1. The Provider/Nurse manually selects the date in the future that the R/R will be due when creating the R/R in Health Records. 2. The number of days after the R/R is created by the Provider/Nurse that the events are due to take place is entered into the R/R Setup. e.g. 720 days for a 2 Year Pap. If using the first method, leave the Days delay from the selected date as zero. If using the second method, enter the number of days from when the R/R is created that the event will be processed, e.g. Enter 720 into the Days delay from the selected date field for a 2 Year Pap Reminder. 1. Select the Action to take place when the R/R is processed: 1. Letter - The specified letter will be generated for the patient. Select the Recall Template from the drop down menu. 2. Report - The R/R report will list the patient's name and details. 1. Labels - Labels with the patient's address details will print. 1. Message To - A message will be sent to the specified User(s), e.g. All Receptionists as a Group. 2. Click on the Save button. Note: The actions associated with the recall or reminder remain outstanding until they have been performed. Once the actions have been performed e.g. the letter sent or the report generated, the recall or reminder is no longer outstanding. If the recall or reminder has been marked as requiring patient compliance, it will remain ‘uncomplied’ until it is manually marked as complied in the patients health record.
Reminder and Recall Processing
Once reminders and recalls are setup in the system, and the Provider or Nurse has created a reminder/recall for a patient, the next step is to process the reminder/recalls when they are due. Processing Reminder/Recalls will, depending on the options chosen in the configuration, print the appropriate patient letter, print a report listing the patient's names and details and the reminder/recall type, print patient labels and/or send a message to a specified user. See also Overview of Recalls and Reminders. 1. In Reception, the Selector window in the bottom of the screen will display the number of reminders/recalls that are waiting to be processed. Double click on Reminders / Recalls for processing. The Reminder and Recall Processing screen will open. Select the Site for which the reminder/recalls will be processed. Depending on how often your practice runs reminder/recall processing (e.g. once a month, every fortnight), select the date up until when the reminder/recalls are to be processed. For example, if processing is performed once a month, select a date one month in the future to capture all the reminders/recalls that would be due in this period. Select the Provider for which the processing will be done, or use the option 'All Providers'. If your practice is using the Consent for Contact option in the Patient Details screen to monitor which patients have given consent to be contacted, leave the tick in the Limit processing to patients who have given consent tick box. If not, remove this tick, otherwise no patients will be included in the processing. (See also Adding a New Patient). Select which actions are to take place. (See also Setting Up a New Recall or Reminder). Click on the Print button. The selected reports, letters and/or labels will automatically print. If the details are all correct (and letters, labels etc have printed successfully), click on the Update button. This will perform the actions defined in the reminder/recall setup, e.g. record in the patient's health record or notes that the reminder/recall has been processed. Once the records are updated, there will be no pending reminders/recalls for this site and provider in this date range.
NOTE: If an error occurs whilst printing, or if you realise that incorrect recall dates have been selected, DO NOT click on the Update button. Until the records have been updated, you can re-enter the Reminder and Recall Processing screen and re-run any reminders/recalls.
The follow-up screen allows the practitioner to attach a Published Note or a Reminder/Recall to the patient file.
This refers to non-clinical information regarding a patient. Optionally a Published Note can be linked to a Message to either an individual or a group of recipients.
To add a Published Note
1. Click on Publish Note 2. Key in the message or select a Quick Note 3. The published note maybe saved or sent to someone else on the network eg. Nursing staff. 4. To send a published note to a staff member or group, click on Message Reminder and then select the user from the drop down list. If you wish the note to be sent at a later date, select the date you wish it to be sent from the calendar drop down. 5. Click on Save
Staff will then be able to view this message from the area within the program that they normally work.
To attach a Reminder/Recall
The Reminder/Recall area is practice definable. The Reminder/Recalls are able to be defined as having one to three events and when a type is selected it will automatically select all events attached to this specific Reminder/Recall. Patient compliance can also be requested when defining a Reminder/Recall.
To attach a Reminder/Recall
1. Click on Reminder/Recalls 1. Select the Type 1. The events attached to this recall will display in the area at the bottom of the page. 1. A note maybe attached to the recall - Key in the message or select from the area on the right hand side - click on Select and a drop down menu will appear with the options you have set up. 1. Click on Save to attach the reminder/recall to the patient file.
Reminder and Recall Non-Compliance Report Administration + Practice Management + Reporting + Patient Health
This report can be used to track patients who have had a Reminder or Recall marked as requiring compliance who have not complied 1. Select the Site 2. Select the ‘Date to’ 3. Select the Type of Reminder and Recall 4. Select the Provider 5. Overdue by – number of days 6. Privacy – by default this is limited to patients who have given consent for contact 7. Click Print
By Reminder or Recall type Date of recall, File Number, Patient Name, Home Phone, Work Phone, Mobile Phone, Classification, Provider, Consent and Days Outstanding