The patient doesn’t decide whether or not to sign up on the day of the report. #

Reason: #

• Financial

  Let the patient know that allowances can be made to modify the care plan to help with their finances, but if adjustment frequency is changed, you’ll have to get approval from the doctor.

• Schedule

  Let the patient know that they can be scheduled out so that they’ll have space on our schedule, but that we can move things around for them as much as necessary throughout the progression of their care plan.

• Needs to talk to someone

  Ask if they can give that person a call. If not, ask them if you can reach out to them within the next two days to follow up. (If so, use your reminder method to set an alert to call the patient within the next 48 hours.

No Sign Protocol #

• No Sign Charge in Ledger
• Alert D.C. of No Sign and Reason
• Slack Message in #doctor-reach-out
• Update in #care-plan-convos Slack channel
• Trackstat Follow-Up Tag
• Notes in CT Notes

Patient asks to cancel the appointment. #

COCA: Schedule the appointment for at least one week out and make a note to follow up about their care plan. Make a note in the patient account that they cancelled their follow-up appointment.

If the patient misses the appointment with no contact, skip to the step below.

Patient asks to cancel or doesn’t show to rescheduled appointment. #

COCA: Reach out to the patient to alert them that their account is going “pay per visit”, and that they can call to sign up for their care plan or schedule an appointment in the future. Make a note in the patient account that the patient has been changed to PPV since they didn’t sign up on their care plan.

Alert D.C. that the patient is not signing up for their care plan. (Include reasoning if you know it.)

D.C. can follow up to get more information on why the patient isn’t signing up.