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The practice has a written process and defined standards and demonstrates that it monitors performance against the standards for:
The practice has a written process and defined standards and demonstrates that it monitors performance against the standards for:
=Providing access to routine and urgent-care appointments outside regular business hours=
=1.B.1 Providing access to routine and urgent-care appointments outside regular business hours=


You must produce a documented process for arranging after-hours access. You should also produce a report from Partner of appointments  restricted to appointment times happening outside of regular business hours.


=Providing continuity of medical record information for care and advice when office is not open=
{| border = "1"
=Providing timely clinical advice by telephone when the office is not open (critical factor)=
! style="background:#8facd9; width:40%;" |'''Description'''
=Providing timely clinical advice using a secure, interactive electronic system when the office is not open=
! style="background:#8facd9; width:20%;" |'''Example/Screenshot/Documentation'''
=Documenting after hours clinical advice in patient records=
! style="background:#8facd9; width:20%;" |'''Source'''
! style="background:#8facd9; width:20%;" |'''Date Added'''
|-
|The srs "Appointment Stat Report - Day of Week/Reason" in the "Scheduling Reports" category can be used. Restrict this to show only appointments for after-hours times when the office is not open (Sat, Sun after 12:00pm for example).  Be sure to exclude cancelled/missed appointments.||[[Media:1B.1.pdf|Show access to after-hours care]]||Partner srs report||07/03/14
|-
|}


=1.B.2 Providing continuity of medical record information for care and advice when office is not open =


You can access medical records remotely using the EHR and/or Pocket Partner from your smart phone or home computer.  Screenshots of Pocket Partner can be found on [http://learn.pcc.com/Default_Left.htm#CSHID=PocketPartner%2FTaskDetails%2FPP_PatientDetails.htm|StartTopic=Content%2FPocketPartner%2FTaskDetails%2FPP_PatientDetails.htm|SkinName=pccfinal learn.pcc.com].


{| border = "1"
! style="background:#8facd9; width:40%;" |'''Description'''
! style="background:#8facd9; width:20%;" |'''Example/Screenshot/Documentation'''
! style="background:#8facd9; width:20%;" |'''Source'''
! style="background:#8facd9; width:20%;" |'''Date Added'''
|-
|Document describing how to connect to PCC remotely and Pocket Partner functionality||[[Media:1B.2.pdf|RDP and Pocket Partner documentation]]||PCC||7/3/14
|-
|Policies and Procedures for After-Hours Service||[[Media:PCMH1_B_1afterhours.pdf|Sample Policy]]||PCC Client ||04/04/13
|-
|Policies and Procedures for After-Hours Service, II||[[Media:PCMH1.B.3.pdf|Sample Policy II]]||PCC Client ||04/04/13
|-
|}


To show that they provide same day appointments, the practice will need to document their process for using sick call blocks to reserve time for sick patients every day. They also need to produce a report from Partner that shows these blocks in the schedule or shows how much total time was reserved for sick appointments and how much was actually used.
=1.B.3 Providing timely clinical advice by telephone when the office is not open (critical factor) =


Here are some samples that might be useful:
This is a critical factor which means you must do this in order to get any of the 4 points for element 1B. Here, you should describe their after-hours phone service. As of EHR version 6.15, practices will be able to generate a report of phone calls and responses restricting to just times when the office is not open.


{| border = "1"
{| border = "1"
! style="background:#8facd9; width:40%;" |'''Description'''
! style="background:#8facd9; width:40%;" |'''Description'''
! style="background:#8facd9; width:20%;" |'''Example/Screenshot'''
! style="background:#8facd9; width:20%;" |'''Example/Screenshot/Documentation'''
! style="background:#8facd9; width:20%;" |'''Source'''
! style="background:#8facd9; width:20%;" |'''Source'''
! style="background:#8facd9; width:20%;" |'''Date Added'''
! style="background:#8facd9; width:20%;" |'''Date Added'''
|-
|-
|Sample Schedule view showing reservation of time for same-day appointments||||Partner||03/20/13
|Documentation for PCC's Phone Encounter Performance Report showing calls documented after-hours||[[Media:1B.3.pdf|Phone Encounter Performance Report]]||PCC||07/03/14
|-
|Policies and Procedures for After-Hours Service||[[Media:PCMH1_B_1afterhours.pdf|Sample Policy]]||PCC Client ||04/04/13
|-
|-
|Two sample Partner 'appts' report outputs.  One shows total sick blocks and time reserved by day for a five day time span. The other shows total actual sick appointments scheduled for the same five day time span. Also included is the recommended restriction criteria to use for this report  ||||Partner||03/20/13
|Policies and Procedures for After-Hours Service, II||[[Media:PCMH1.B.3.pdf|Sample Policy II]]||PCC Client ||04/04/13
|-
|-
|}
|}


=Providing timely clinical advice by telephone during office hours=
=1.B.4 Providing timely clinical advice using a secure, interactive electronic system when the office is not open =
 
{| border = "1"
! style="background:#8facd9; width:40%;" |'''Description'''
! style="background:#8facd9; width:20%;" |'''Example/Screenshot/Documentation'''
! style="background:#8facd9; width:20%;" |'''Source'''
! style="background:#8facd9; width:20%;" |'''Date Added'''
|-
|Document describing secure messages via patient portal||[[Media:1B.3.pdf|Secure Messaging in PCC's Portal]]||PCC||07/03/14
|-
|Policies and Procedures for After-Hours Service||[[Media:PCMH1_B_1afterhours.pdf|Sample Policy]]||PCC Client ||04/04/13
|-
|Policies and Procedures for After-Hours Service, II||[[Media:PCMH1.B.3.pdf|Sample Policy II]]||PCC Client ||04/04/13
|-
|}


With this factor, the practice needs to document their process for providing timely advice to patients over the phone. PCC EHR clients should be recording phone calls as phone encounters. For calls that need a callback, a phone task should be created with an appropriate task type.
=1.B.5 Documenting after-hours clinical advice in patient records=
As documentation for this factor, the practice needs to produce a call log for at least five days showing the time the call was taken and the time the call was responded to. Partner clients using pen, can generate a report of phone notes created in a time period including the time the call was taken and the time a followup note was added.


As of PCC EHR version 6.14, users will be able to document the time a phone task was responded to within the "Task Completion" functionality. With EHR version 6.15, users will be able to generate a report of phone calls to monitor and report the response time for phone tasks.
As of PCC EHR version 6.15, the practice can generate a log of phone calls with "Call Taken At" during times when the office is not open. Screenshots of the documented clinical advice for these calls (and the timestamp of the call) could then be created.


{| border = "1"
{| border = "1"
! style="background:#8facd9; width:40%;" |'''Description'''
! style="background:#8facd9; width:40%;" |'''Description'''
! style="background:#8facd9; width:20%;" |'''Example/Screenshot'''
! style="background:#8facd9; width:20%;" |'''Example/Screenshot/Documentation'''
! style="background:#8facd9; width:20%;" |'''Source'''
! style="background:#8facd9; width:20%;" |'''Source'''
! style="background:#8facd9; width:20%;" |'''Date Added'''
! style="background:#8facd9; width:20%;" |'''Date Added'''
|-
|-
|Sample log of PCC EHR phone tasks with response time||Coming in version 6.15||PCC EHR||
|Document describing how to document after-hours clinical advice||[[Media:1B.5.pdf|Documenting after-hours clinical advice]]||PCC ||07/03/14
|-
|Policies and Procedures for After-Hours Service||[[Media:PCMH1_B_1afterhours.pdf|Sample Policy]]||PCC Client ||04/04/13
|-
|Policies and Procedures for After-Hours Service, II||[[Media:PCMH1.B.3.pdf|Sample Policy II]]||PCC Client ||04/04/13
|-
|-
|}
|}
=Providing timely clinical advice by secure electronic messages during office hours=
=Documenting clinical advice in the patient medical record=

Latest revision as of 14:07, 3 July 2014

Back to PCMH Resources Page

<< Move to previous PCMH element - 1A

>> Move to next PCMH element - 1C

The practice has a written process and defined standards and demonstrates that it monitors performance against the standards for:

1.B.1 Providing access to routine and urgent-care appointments outside regular business hours

You must produce a documented process for arranging after-hours access. You should also produce a report from Partner of appointments restricted to appointment times happening outside of regular business hours.

Description Example/Screenshot/Documentation Source Date Added
The srs "Appointment Stat Report - Day of Week/Reason" in the "Scheduling Reports" category can be used. Restrict this to show only appointments for after-hours times when the office is not open (Sat, Sun after 12:00pm for example). Be sure to exclude cancelled/missed appointments. Show access to after-hours care Partner srs report 07/03/14

1.B.2 Providing continuity of medical record information for care and advice when office is not open

You can access medical records remotely using the EHR and/or Pocket Partner from your smart phone or home computer. Screenshots of Pocket Partner can be found on learn.pcc.com.

Description Example/Screenshot/Documentation Source Date Added
Document describing how to connect to PCC remotely and Pocket Partner functionality RDP and Pocket Partner documentation PCC 7/3/14
Policies and Procedures for After-Hours Service Sample Policy PCC Client 04/04/13
Policies and Procedures for After-Hours Service, II Sample Policy II PCC Client 04/04/13

1.B.3 Providing timely clinical advice by telephone when the office is not open (critical factor)

This is a critical factor which means you must do this in order to get any of the 4 points for element 1B. Here, you should describe their after-hours phone service. As of EHR version 6.15, practices will be able to generate a report of phone calls and responses restricting to just times when the office is not open.

Description Example/Screenshot/Documentation Source Date Added
Documentation for PCC's Phone Encounter Performance Report showing calls documented after-hours Phone Encounter Performance Report PCC 07/03/14
Policies and Procedures for After-Hours Service Sample Policy PCC Client 04/04/13
Policies and Procedures for After-Hours Service, II Sample Policy II PCC Client 04/04/13

1.B.4 Providing timely clinical advice using a secure, interactive electronic system when the office is not open

Description Example/Screenshot/Documentation Source Date Added
Document describing secure messages via patient portal Secure Messaging in PCC's Portal PCC 07/03/14
Policies and Procedures for After-Hours Service Sample Policy PCC Client 04/04/13
Policies and Procedures for After-Hours Service, II Sample Policy II PCC Client 04/04/13

1.B.5 Documenting after-hours clinical advice in patient records

As of PCC EHR version 6.15, the practice can generate a log of phone calls with "Call Taken At" during times when the office is not open. Screenshots of the documented clinical advice for these calls (and the timestamp of the call) could then be created.

Description Example/Screenshot/Documentation Source Date Added
Document describing how to document after-hours clinical advice Documenting after-hours clinical advice PCC 07/03/14
Policies and Procedures for After-Hours Service Sample Policy PCC Client 04/04/13
Policies and Procedures for After-Hours Service, II Sample Policy II PCC Client 04/04/13
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