Transcript Module 6: Performing a Medical Consultation

Teladoc Physician Training
Module 6 | 2012
All material proprietary and confidential. Presented by Teladoc, Inc.
Module 6: Performing a Medical Consultation
1. Prepare for the Consult
2. Perform the Consult
3. End the Consult
All material proprietary and confidential. Presented by Teladoc, Inc.
Prepare for the Consult
Note:
You may only perform a consult on a patient who is
registered with Teladoc. If a patient requests that
you treat his/her child/friend who is not a
registered member, you may not continue the
consult.
•
•
Explain to the patient that you cannot perform a consult
for an unregistered patient or one who has not
completed a medical history.
Cancel the consult and ask the member to obtain
assistance from 1.800.Teladoc so that the correct
patient is scheduled.
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Prepare for the Consult
Sample home page displaying the consult queue:
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Prepare for the Consult: Locking a Patient
By locking the patient, you are indicating that you
are able to serve them within 10 minutes of
clicking the “Lock” button.
Click “Lock”. Select the patient whose timestamp is closet to expiring.
Timestamps are highlighted in Orange or Red and indicate the patient
is close to reaching the guaranteed call back time.
Do not lock the patient to “claim the consult” and then walk away to
take care of other business. This action delays the patient from
medical care, creates delays on the application, and prevents other
doctors who are available from helping the patient.
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Prepare for the Consult: Home Page
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Prepare for the Consult: Alerts and QA Issues
This displays any allergies listed in the patient’s health history questionnaire, as
well as immunization information for pediatric patients. This section will remain
open during the consult in case any new allergic reactions needed to be added.
This area displays issues noted by the QA Physician. Information will display
when a patient has either:
• been submitted as a “problem patient” by a consulting physician
• his/her account has been randomly placed under review by the site
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Prepare for the Consult: Past Consults and Rx
This area displays a history of consultations that have taken place for this patient.
This is VERY important information and helps you conduct an accurate
consultation with the patient.
This area displays current medications provided by the patient as well as any
prescriptions ordered during past consults.
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Prepare for the Consult: Problems and Social History
This displays medical history provided by the patient on the health history
questionnaire. Answers will display as “Yes” if the patient entered as past history
or “Current” if a current condition.
This area displays answers to the social questions on the health history
questionnaire.
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Prepare for the Consult: Encounters and Family History
This area displays any previous visit or hospitalization information provided by the
patient.
This area displays family history provided by the patient on the health history
questionnaire.
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Prepare for the Consult: Healthcare Providers and Labs
This area displays the patient’s physicians and associated specialties.
This area displays lab results provided by the patient.
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Prepare for the Consult: Claims and Image Attachments
This area displays reported claims data for patient when possible.
This area displays images that the patient would have sent in.
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Prepare for the Consult: Preview and Call
Step 1
Review the entire
record thoroughly
before getting the
patient on the phone
(Preview Screen). Be
sure to check each
box in the bottom of
each session.
Step 2
Dial *67 (to block
your number from
being broadcast) and
the patient’s primary
number indicated on
the preview screen.
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Prepare for Consult: Patient Can’t be Reached
First and Second Attempt
Leave the following message if this
is a first or second attempt to reach
the patient:
Third Attempt
Leave the following message if this
is the third attempt to reach the
patient:
“This is Dr. ______ from Teladoc.
You requested a consult. Because I
have been unable to reach you at
the number you provided, I am
required to place you back on the
waiting list. Your call back
guarantee will start over and
another attempt will be made to
reach you. If we are unable to reach
you after three attempts, your
request will be cancelled without a
charge. Thank You.”
“This is Dr. ______ from Teladoc.
You requested a consult. We have
made three attempts to reach you
at this number you provided. We
are required to cancel your request.
If you would still like to use our
service, please logon and request a
new consult or call 1800TELADOC.
Thank You.”
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Prepare for the Consult: Preview and Call
This section
is for any
notes you
need to
make about
reaching the
patient.
Click
“Continue” if
you reach
the patient.
Patient’s
primary and
secondary
phone
number.
If the patient
can not be
reached,
please choose
an option from
the dropdown
menu.
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Prepare for the Consult: Verify the Patient
Verify the
patient’s name
and that they
have provided
you with a true
and complete
medical
history.
Verify the
patient’s
date of
birth.
Once the patient is
verified, hit “Continue”.
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Prepare for the Consult: Minors
When giving consults involving
minors, you are required to
speak with a parent/guardian or
authorized consenter authorized
on the account. This person’s
name is noted on the consult
page and will be noted
appropriately in the scripting.
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Prepare for the Consult: Medicine
Teladoc encourages evidence based
medicine by:
• Embedding hyperlinks such as
AMA and WebMD
• Implementing antibiotic programs:
•
•
AWARE (aware.md)
CDC GET SMART
(cdc.gov/getsmart)
This should not supersede your
judgment.
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All material proprietary and confidential. Presented by Teladoc, Inc.
Module 6: Performing a Medical Consultation
1. Prepare for the Consult
2. Perform the Consult
3. End the Consult
All material proprietary and confidential. Presented by Teladoc, Inc.
Perform the Consult: Complaint and Symptoms
In the Symptoms
search box, type
in the first few
letters of the
symptom and
select from the
drop down box.
Once entered,
click “Add”.
The symptoms
added will
display in the
listing
underneath the
search box.
Added
Symptoms. Click
“Confirm” to
advance.
Using the drop
down box,
choose the chief
complaint.
Consults should
be limited to one
overall chief
complaint. If the
patient begins
offering multiple
complaints,
politely ask the
patient to state
the primary
reason for the
call and/or refer
the patient to
seek in-person
care.
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Perform the Consult: SOAP Notes
This is the area for you to add your
notes relative to this consult.
Please be precise and accurate
with your documentation.
These medical records are
portable, meaning the patient can
request a copy or have these
records sent to their PCP. Please
make sure to keep the notes
professional and to the point.
Information that is in this section
will be used for future consults
that this patient has.
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Perform the Consult: Diagnosis
In the Diagnosis search box, type
the first couple of letters of the
diagnosis and select from the drop
down box. Once entered, click
“Add”.
The diagnosis added will be
displayed. Click “Confirm” to
advance to the next screen.
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Perform the Consult: Add a Prescription
If you are wanting to add a
prescription, click “Yes” and
then click “Add Prescription”.
If no prescription is
necessary, click “No” and
then click “Continue”.
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Perform the Consult: Follow Up
You are required to
recommend follow-up
instructions to the
patient.
Read the selected
statement to the
patient as you are
filling in the
recommendations.
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All material proprietary and confidential. Presented by Teladoc, Inc.
Module 6: Performing a Medical Consultation
1. Prepare for the Consult
2. Perform the Consult
3. End the Consult
All material proprietary and confidential. Presented by Teladoc, Inc.
End the Consult
If you did not complete
required data, a
message in red bold
text will display telling
exactly what was
missed.
Review what has been
entered, and if the
records are finished,
click “Complete” to
finish the consult. You
will then be returned to
the Home page.
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Contact us:
Amy McKay
Clinical Director
(214) 302-5205
[email protected]
Boyd Harbour
Physician Recruiter
(214) 302-5228
[email protected]
© 2012 Teladoc, Inc. All right reserved. Teladoc and the Teladoc logo are registered trademarks of Teladoc, Inc. and may not be used without written permission.
Teladoc does not replace the primary care physician. Teladoc does not guarantee that a prescription will be written. Teladoc operates subject to state regulation and may
not be available in certain states. Teladoc does not prescribe DEA controlled substances, non-therapeutic drugs and certain other drugs which may be harmful because
of their potential for abuse. Teladoc physicians reserve the right to deny care for potential misuse of services. Teladoc phone consultations are available 24 hours, 7
days a week while video consultations are available during the hours of 7am to 9pm, 7 days a week.
All material proprietary and confidential. Presented by Teladoc, Inc.