Remember the 3 Steps of Service

• A warm and sincere greeting: Use the patient’s first name if possible.
• Anticipation and compliance with patient’s needs. Care for the patient with Gentle Proven Care.
• Fond Farewell: Give a warm good-bye and use names when possible.

PATIENT WALKS IN FRONT DOOR

• Greet Patient with a smile!
• NP or Don’t Know the Person: “Welcome to the Alpha Spine Center!”
• If Recognize the Patient: “It is Great to See You, __ (patient name) _!
• Then: “Take a seat in one of the open chairs, and we will be with you shortly.”
• Mark Patient as Check In
• When a room is available PCA will bring patient to the room, set them up and make sure the flags are flipped
• Flag colors
• • Blue – Dr. Salminen
  • Brown–Another doctor/PEAK/Intern
  • White – Office Visit
  • Yellow – Consultation/New Patient
  • Green – X-ray
  • Pink – Exam
  • Orange – Analyze
  • Black – Go to that room first/Hurry (have 3 or more patients in the waiting room)
  • Mint flag – Laser is open/available.
  • Maroon flag- Laser is in session

Mark where the Patient is (TR1, TR2, WAIT, etc.….)

• Click OK.
• Patient will move from left column to center column with appropriate room and doctor listed next to patient name.

Check In: Re-Exam #1, #2, #3, etc.

Re-exams have specific paperwork that needs to be loaded into the patient file and printed for the patient. There are two questionnaires that need to be filled out by the patient before the Doctor sees the patient.

Load 4-Re-exam-Neck & Low Back-Questionnaire

• Click on Patient’s name
• Click Patient Mgmt. (patient management)
• Click Records
• Click New
• Click File
• Click Form
• Click on Patient File
• Click on 4-Re-exam-Neck-LB_Questionare

Print Exercises for RE-exam 1 ONLY

• Print out the exercises and put them on a clip board with a pen

Have the patient fill out the 3 pages and tell them if you have any questions just let us know.

• Once Patient brings the forms back to you, Review Forms for Completion. (If not completed, ask Patient questions, and fill out for them.)
• Let them know that someone will be right up to get them

Let the x-ray department know that their Re-exam patient is ready to go back via phone call or Dialpad message

INSTRUCTION FOR SCORING FORMS

• Numerical Pain Rating Score: The scoring method depends upon the clinic or health plan that is requesting the information. Some research will take the average of the three scores. However, the most typical method is to simply report the “worst pain in the past 24 hours”. The minimal clinically important difference is about 2 points.
• Oswestry Low Back Disability Index: There are 10 questions, each with six possible answers marked A, B, C, D, E, F. To score the Oswestry, use the following values: A=0, B=1, C=2, D=3, E=4, F=5. Take the sum of all 10 questions and double the score to get a total percentage value of “self-perceived disability”. Since there are 10 questions, each with a maximal score F=5, the absolute maximum total score is 50, which doubled equals 100%. Therefore, the range of the scores is from 0-100%, with a minimal clinically important difference of 6% points. Remember that this is a patient self-reported score, and not a medico-legal disability rating per AMA guidelines.
• Neck Pain Disability Index: This index is scored in the same manner of the Oswestry low back pain index, as it also contains 10 questions, each with six possible answers.