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ce.effectivehealthcare.ahrq.gov/sites/default/files/publications/files/phoneroleplay.pdf
February 14, 2013 - Phone Call Role Play
1
Phone Call Role Play
CALLER: Hello Ms. … 2
CALLER: Yes, I will remind you before we get off the phone. … CALLER: Can you bring all of your medicines to the phone, please? … Phone Call Role Play
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ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/professionals/systems/hospital/red/toolkit/phoneroleplay.pdf
February 14, 2013 - Phone Call Role Play
1
Phone Call Role Play
CALLER: Hello Ms. … 2
CALLER: Yes, I will remind you before we get off the phone. … CALLER: Can you bring all of your medicines to the phone, please? … Phone Call Role Play
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ce.effectivehealthcare.ahrq.gov/sites/default/files/publications/files/postdisphone.pdf
February 14, 2013 - Postdischarge Followup Phone Call Script (Patient Version)
1
Postdischarge Followup Phone Call Script … If yes, Name: ___________________________
Phone number: ____________________
CALLER: Have you spoken … Finally, could you also please bring to the phone the care plan that we
gave you before you left the … If patient answers incorrectly, ask: Do you have your doctor’s phone number handy? … Postdischarge Followup Phone Call Script (Patient Version)
A. Health Status Diagnosis
B.
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ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/professionals/systems/hospital/red/toolkit/postdisphone.pdf
February 14, 2013 - Postdischarge Followup Phone Call Script (Patient Version)
1
Postdischarge Followup Phone Call Script … If yes, Name: ___________________________
Phone number: ____________________
CALLER: Have you spoken … Finally, could you also please bring to the phone the care plan that we
gave you before you left the … If patient answers incorrectly, ask: Do you have your doctor’s phone number handy? … Postdischarge Followup Phone Call Script (Patient Version)
A. Health Status Diagnosis
B.
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ce.effectivehealthcare.ahrq.gov/patient-safety/settings/hospital/red/toolkit/redtool5.html
March 01, 2013 - This postdischarge followup phone call allows the patient's actions, questions, and misunderstandings … This tool addresses the person who will make the followup phone call. … After reading this tool, you will:
Know how prepare for the phone call. … Be proficient in completing a postdischarge followup phone call. … The phone calls will require flexibility and creativity.
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ce.effectivehealthcare.ahrq.gov/cpi/about/nac.html
March 01, 2024 - President and Chief Digital Officer
Moffitt Cancer Center
12902 Magnolia Drive
Tampa, FL 33612
Phone … Albert Einstein College of Medicine
1400 Pelham Parkway South Building 1, 5N34
Bronx, NY 10461
Phone … Epidemiologist
Choctaw Nation Health Services Authority
1801 Chukka Hina
Durant, OK 74701
Phone: … Top of Page
NAC Coordinators
Jaime Zimmerman, MPH, PMP
Designated Management Official
Phone: … (301) 427-1456
Email: jaime.zimmerman@ahrq.hhs.gov
Amy Rabin
NAC Coordinator
Phone: (202) 486-3875
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ce.effectivehealthcare.ahrq.gov/sites/default/files/publications/files/contactsheet.docx
January 02, 2013 - (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( ) OK to leave … (Y/N) __
Designated to receive followup phone call? … (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( ) OK to leave … (Y/N) __
Designated to receive followup phone call? … (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( ) OK to leave
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ce.effectivehealthcare.ahrq.gov/sites/default/files/publications/files/contactsheet.pdf
February 14, 2013 - (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( ) ______ … (Y/N) __
Designated to receive followup phone call? … (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( ) ______ … (Y/N) __
Designated to receive followup phone call? … (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( ) ______
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ce.effectivehealthcare.ahrq.gov/questions/resources/diagnosis/information-cont.html
November 01, 2020 - National Digestive Diseases Information Clearinghouse
2 Information Way
Bethesda, MD 20892-3570
Phone … of Arthritis and Musculoskeletal and Skin Diseases
1 AMS Circle
Bethesda, MD 20892-3675
Phone: 301 … Kidney and Urologic Diseases Information Clearinghouse
3 Information Way
Bethesda, MD 20892-3580
Phone … Box 1968
Danbury, CT 06813-1968
Phone: 800-999-6673 (voicemail only) http://www.rarediseases.org … Easter Lane
Englewood, CO 80112
Phone: 800-787-6537 http://www.stroke.org
NINDS Stroke Information
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ce.effectivehealthcare.ahrq.gov/patient-safety/settings/hospital/match/appendix/app-2.html
July 01, 2022 - Name
Email
Phone
Pager
Physician(s):
Name
Email
Phone
Pager
Pharmacist … (s):
Name
Email
Phone
Pager
Nurse(s):
Name
Email
Phone
Pager
Discharge … Planner(s):
Name
Email
Phone
Pager
Information Systems:
Name
Email
Phone … Staff:
Name
Email
Phone
Pager
Department Chiefs/ Chairs:
Name
Email
Phone … and Accreditation:
Name
Email
Phone
Pager
Frontline Staff:
Name
Email
Phone
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ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/cahps/news-and-events/events/webinars/cahps-rr-webcast-011124-elliott.pdf
September 30, 2021 - Only Mixed Mode Web-Mail Web-Phone Web-Mail-Phone
1 Mail 1
st
survey
Begin phone
calls Mail survey … Only 23%
Mail-Phone 31%
Web-first Modes
Web-Mail 29%
Web-Phone 30%
Web-Mail-Phone 36%
• Adding web … Only 20% 23%
Mail-Phone 26% 34%
Web-first Modes
Web-Mail 20% 34%
Web-Phone 19% 37%
Web-Mail-Phone 29% … 25 - 54 Mail Only Web-Mail-Phone
55 - 84 Phone Only Web-Mail-Phone
85+ Phone Only Web-Mail
Race … White Phone Only Web-Mail-Phone
Service Line x Sex
Maternity Mail Only Web-Mail-Phone
Medical, Surgical
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ce.effectivehealthcare.ahrq.gov/sites/default/files/publications/files/postdiscalldoc.pdf
February 14, 2013 - 1
Postdischarge Followup Phone Call Documentation Form
Patient name: ____________________________ … Y N Language/Dialect: __________________________________________
Prior to phone call:
Review: … call: ___________________________________
Consultations (if any) made prior to phone call:
None … __________
______________________________________________________________________________
2
Phone … Call Documentation Form
Patient name
Prior to phone call
Phone Call Attempts
A.
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ce.effectivehealthcare.ahrq.gov/sites/default/files/publications/files/postdiscalldoc.docx
February 06, 2013 - Postdischarge Followup Phone Call Documentation Form
Patient name:
Caregiver(s) name(s):
Relationship … Y N Language/Dialect:
Prior to phone call:
Review:
Health history
Medicine lists for consistency
Medicine … call:
Consultations (if any) made prior to phone call:
None
Called MD
Called DE
Called outpatient … /no answer/not home/declined/busy/rescheduled/other:
Phone Call #2: Date & Time
:_
_______
Reached: … phone call:
Time for talking to other health care providers:
Time for followup/subsequent phone calls
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ce.effectivehealthcare.ahrq.gov/health-literacy/improve/precautions/tool7.html
March 01, 2024 - Ask patients about the phone system. … Say the phone number twice, slowly, so patients can write the number down. … Improve how well clinicians and staff communicate on the phone. … Educate patients about the phone and email systems. … "We have changed our phone system recently.
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ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/professionals/systems/hospital/red/toolkit/contactsheet.docx
January 02, 2013 - (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( ) OK to leave … (Y/N) __
Designated to receive followup phone call? … (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( ) OK to leave … (Y/N) __
Designated to receive followup phone call? … (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( ) OK to leave
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ce.effectivehealthcare.ahrq.gov/sites/default/files/wysiwyg/professionals/systems/hospital/red/toolkit/contactsheet.pdf
February 14, 2013 - (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( ) ______ … (Y/N) __
Designated to receive followup phone call? … (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( ) ______ … (Y/N) __
Designated to receive followup phone call? … (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( ) ______
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ce.effectivehealthcare.ahrq.gov/patient-safety/settings/hospital/red/toolkit/contactsheet.html
March 01, 2013 - (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( )_________ … (Y/N) __
Designated to receive followup phone call? … (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( )_________ … (Y/N) __
Designated to receive followup phone call? … (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( )_________
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ce.effectivehealthcare.ahrq.gov/patient-safety/settings/hospital/red/toolkit/contactsheet2.html
March 01, 2013 - (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( )______________ … (Y/N) __
Designated to receive followup phone call? … (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( )______________ … (Y/N) __
Designated to receive followup phone call? … (Y/N) ______
Preferred phone number: __ home __ cell phone __ work
Home Phone: ( )______________
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ce.effectivehealthcare.ahrq.gov/sites/default/files/publications/files/dischargeprep.docx
January 02, 2013 - preference
Interpreter/Translation
Needed (Y/N)
Spoken communication
Written materials
Phone … No ____ Yes ____
Community Pharmacy Name
Phone #, Street Address, City
Pt. plan to pick … :
Delivery date:
Type
Company name: Contact:
Address: Phone:
Delivery date:
8. … ______________________________________
Service
Company name: Contact:
Address: Phone:
Date … name: Contact:
Address: Phone:
Date scheduled:
9.
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ce.effectivehealthcare.ahrq.gov/patient-safety/settings/hospital/red/toolkit/phone-roleplay.html
March 01, 2013 - Call
Patient Outcome Survey (phone version)
Patient Outcome Survey (mailed version)
Tool 6: How … To Monitor RED Implementation and Outcomes
Phone Call Role Play
This scriptavailable … CALLER: Yes, I will remind you before we get off the phone. … CALLER: Can you bring all of your medicines to the phone, please? … https://www.ahrq.gov/patient-safety/settings/hospital/red/toolkit/phone-roleplay.html