AIR METHODS CRITICAL STUDY GUIDE(Q&A )

AIR METHODS CRITICAL STUDY GUIDE(Q&A ) 24/7 telephone # for DPL - CORRECT ANSWER- CEO of Airmethods - CORRECT ANSWER-Aaron Todd President of DPL - CORRECT ANSWER-Wayne Sensor Manager of Training - CORRECT ANSWER-Lisa Housler How are breaks handled at DPL - CORRECT ANSWER-workforce will email your schedule, (2)15min breaks & 30min lunch how vacation time, sick time, and bereavement leave are handled and how they are accrued & what happens if you exceed either one - CORRECT ANSWER-vacation is scheduled at least 24hr advanced, sick time (asap), bereavement is 4 consecutive for current immediate family member, 2 con/days for extended family. Accural= 3.5hrs per paycheck. Sick= 1.8hrs per paycheck. if you exceed sick hrs, they will use vacation hrs. What is the T:Drive and why is it important - CORRECT ANSWER-it is a resource drive/folder. Reference materials/ information for all our hospitals protocols, etc Understand the chain of command DPL - CORRECT ANSWER-PTF-PACOPERATIONS LEAD- OPERATIONS SUPERVISOR- OPERATIONS MANAGER- OP DIRECTOR-PRESIDENT Understand the importance of customer service - CORRECT ANSWER-we are representing our hospital Understand the importance of logging out of instant messenger prior to logging in to citrix - CORRECT ANSWER-you wont be able to open IM in citrix if its open on your main desktop Understand what information you can access on ULTIPRO - CORRECT ANSWERpayroll website, changer address, password, direct deposit, etc Be familiar with policies - CORRECT ANSWER-Attendance, Cell Phone, Gossip, Dress Code, Fire Safety, Tornado Safety, On Call Understand what HIPAA stands for and what it entails - CORRECT ANSWER-Health Information Portability Accountability Act Know what PHI is and understand that all documents with PHI must be shredded - CORRECT ANSWER-Protected Health Information Know the difference between and give an example of both Internal and External customer - CORRECT ANSWER-Internal-air methods contracted entities, External- non air methods entities (UNMC, Methodist) Understand why its important to document each and every transfer request - CORRECT ANSWER-Legal document, provide analytics, supporting documents Understand why all calls are on a recorded line - CORRECT ANSWER-For quality control and training purposes, protect employees and hospitals, and legal record Understand how to fill in the social security field in the database if you don't have proper information - CORRECT ANSWER-0000 Know how to fill in the DOB field if you don't have the information for adult & pediatric - CORRECT ANSWER-Adult 01/01/1990 pediatric 01/01/2000 Know and understand the EMTALA questions and why they are important - CORRECT ANSWER-The purpose of EMTALA, so that patients are not denied treatment (patient dumping). Is this referral a medical emergency at this time. Does your facility have the equipment to care for patient. What are you lacking Know what is meant by the term dumping is the reference to transfer requests - CORRECT ANSWER-When hospital transfer patients because they have no way of paying for treatments Understand that if you fail to ask the EMTALA questions what should you do - CORRECT ANSWER-Call back and ask them Know who can and can't call in a transfer request for a patient - CORRECT ANSWERHospital employees where patient is located can call TC. Patients, family members, friends cannot call in TC Know what to do and what to say if a patients family members calls the tc to check on transfer - CORRECT ANSWER-Refer them back to the hospital where the patient is being treated. We cannot provide the name of hospital Understand what needs to be done following a bed assignment even if you are not the primary in the transfer - CORRECT ANSWER-Call/notify the sending hospital, continue working the call and move forward with that call Understand what listening out loud means - CORRECT ANSWER-Using verbal ques to show caller that you are paying attention Understand what QLC means - CORRECT ANSWER-question listen and confirm. Ask if you don't understand, listen and confirm you understand Understand what an affirmation is and be able to give examples - CORRECT ANSWER-Letting the other party know what you're next step is Understand what controlling the call means and be able to give a few examples - CORRECT ANSWER-keep it on track, prevent other caller from providing information not needed Know how to instill customer confidence at the end of an initial intake - CORRECT ANSWER-give affirmation statement, yes I will get this transfer started for you, will there be anything else I can help you with Know the 4components of acceptance and what canned messages are used to document them - CORRECT ANSWER-Acceptance- patient accepted, bed type, offer transportation, updates. Accepted patient, offered transportation, requires updates Know what an intake is and what information is gather during it - CORRECT ANSWERVery first call to initiate a transfer (patient info, sending info, receiving info and dx) How do you handle an international transfer - CORRECT ANSWER-Handle the call the same way as any other transfer What are the 4components of the read back process - CORRECT ANSWER-First & last name, DOB, receiving facility, and sending facility & city What is on the O drive - CORRECT ANSWER-faxes Know what HBS, CBS, GRD & NON AM stands for - CORRECT ANSWER-Hospital based service, community based service, ground & non air methods What are the 5 pieces of information that is needed before requesting a flight or ground - CORRECT ANSWER-Weight, dx, location, gender and any special equipment Know what each level of ground is and who is on the transport - CORRECT ANSWERBLS-basic life support and EMT/Driver ALS-advanced life support and PARAMEDIC/EMT-DRIVER CC-critical care and specialized teams for patients ( critical care rn, paramedic and sometimes MD & RT Understand that the timestamps in the narratives to be accurate in real time. And that all documentation that is made becomes legal record - CORRECT ANSWER-Legal documents and also helps qa/trainers find the tapes Understand the importance of refraining from editorial comments in the narratives - CORRECT ANSWER-We only need the facts not opinions. Legal documents Understand why accurate documentation is important - CORRECT ANSWER-Proper documentation for legal docs, and the next person to work the call will have directions as what the next step is Know and understand when the best is to enter a narrative and why - CORRECT ANSWER-In the moment, to ensure accurate time stamp Know the definition for diversion and understand what it refers to - CORRECT ANSWER-Diversion- not accepting patient at the hospital- no availability Know the definitions of resident, fellow and attending - CORRECT ANSWER-Residentgraduated medschool and studying all specialty Fellow-finished residency and now studying specialty Attending- a licensed physician Know what a protocol is and the importance behind them - CORRECT ANSWERGuidelines for hospital, prerequisites to follow and to assure all parties are contacted. Requested by hospitals Know what to do if no protocol populates when requested service is entered - CORRECT ANSWER-Click on protocol button and manually bring up protocol Know what to enter into the database if you are unable to locate a hospital - CORRECT ANSWER-Hospital undeterminded Know what the first category/canned message - CORRECT ANSWER-Transfer requested- ex: Know how and why calls should be bundled - CORRECT ANSWER-So that we are able to do multiple steps for one call at a time, saves time for us and hospitals What is the 12 step process - CORRECT ANSWER-Gather intake, page on-call MD, connect MD for report, patient accepted, face sheet, bed requested, bed assigned, arrange transportation, connect rn for report, update MD as requested, confirm arrival and follow up/survey Why would a call be marked for review - CORRECT ANSWER-Denial, staff behavior, hospital requests/ delay in reaching DR/RN, deviation from protocols Know the keyboard shortcut to open new inbound call - CORRECT ANSWER-CTRL I Know when to escalate a call - CORRECT ANSWER-Delay in reaching DRs/RNs, denial, delays in BA, deviation from protocols Know how to prioritize transfer request - CORRECT ANSWER-Dx, the state the call is in and age of patient Understand the process to follow if a second transfer request comes in for the same patient after the first request has been cancelled - CORRECT ANSWER-Open new intake for transfer Understand why the phone hold button is useful tool - CORRECT ANSWER-Waiting music can be heard by caller to let them know we have not disconnected the call so that we can gather information Know the F functions are and what tab it will take you to - CORRECT ANSWER-refer to the sheet Be able to list at least 4 titles of medical staff and their acronyms - CORRECT ANSWER-Nurse- RN, CNW-certified nurse midwife, RN Sup- registered nurse supervisor, ARNP- advanced registered nurse practitioner, PA-physicians assistant, NP-nurse practitioner Understand how to handle the situation when someone calls the tc line and requests that tapes be pulled on a patient transfer - CORRECT ANSWER-Find out what call it is and notify leaders immediately Understand the process if an accepted patient deteriorates in route to receiving hosptal - CORRECT ANSWER-Ground and air ambulance will divert to the nearest hospital. If transfer is cancelled, elect new hospital Know the process when the person calling the tc asks for a specific MD to be contacted rather than the on call MD - CORRECT ANSWER-Give Dr a call to see if we can reach them, if no respond,lvm try again 10-15 to call back, if not contact the on call MD Be able to name 4 people who presented to the class and what their position is - CORRECT ANSWER-Chris Rogers-application manager, Mark Montgomery operations director, Wayne sensor president, Amy clinician, amber quality assurance What needs to be listed in the narrative the first anyone is mentioned - CORRECT ANSWER-NTH name title and hospita