| Plan |
Brief plan to check each no-show, verify contact info, try to call them
Script: reaching out from primary care clinic, we are open, can do telehealth visit, do they need anything at this time |
Use of doximity dialer was helpful; many patients will not answer call from a blocked number Make calls during hours that clinic is open, to facilitate communication with staff if needed directly after phone call Many patients asked for general information about COVID-19 (how to self-isolate, what activities are safe, where to get tested, what to do if symptoms)
|
| Do |
10 phone calls over 2 days |
Some patients were not home: came up with plan re how many times to try to reach them and how to document if they could not Range of acuity of problems, unclear who to send the note to in the EMR for different range of acuity Many phone calls very routine, raising question of which ones actually need to be ‘precepted’ in real time
|
| Study |
Discussion—each student with medical director and then all three together, by phone |
|
| Act |
>300 calls in 2–3 weeks |
Initiative was stopped after the April 17, 2020 patients as we decided that by then, the number of no-shows had dramatically decreased and most of our active patients knew how to access the clinic for care by phone.
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