Page 30 - 2020 Risk Reduction Series Effective Systems_Part 1_Flipbook

SVMIC Risk Reduction Series: Effective Systems

physician rather than a staff member. The notification of the

patient should be documented in the medical record.

As with follow-up for non-adherent patients, the amount of
follow-up required to communicate test results is not clearly

defined. However, there is an expectation that, because the
physician has the superior medical knowledge, he/she therefore

owes a duty to the patient to thoroughly explain the results
of the tests and the impact on the recommended treatment

course. Follow-up should be appropriate for the patient’s
specific circumstances. The reasonableness of the follow-up

effort will depend on the clinical importance of the test results,
the severity of the patient’s medical condition, and the risk

associated with failing to notify the patient of the results.

A patient portal may also offer options designed to facilitate

appointment management. The physician may opt to only allow
the patient to view existing appointments but not allow a patient

to schedule or cancel an appointment without contacting the
office. Patients find portals convenient and time-saving. Verify

that the patient’s appointment view is enabled so they may view
all of their appointments on the portal. If your protocol is to ask

patients to speak with an office staff member for appointment
scheduling, enable a standard patient response to a patient’s

attempt to schedule, reschedule, or cancel an appointment
via the patient portal. Ideally, a team member should promptly

review all patient attempts to schedule, reschedule, or cancel
appointments via the patient portal, and allow the team

member to email an acknowledgement from the practice and
a confirmation of the patient’s requested actions or alternative

suggestions.

If the patient portal allows the patient to self-schedule an

Page 30