ACI Consult Instructions

TEMPLATED TEXT

Call patient and use the template messages below.

If unable to contact patient:

Paste this statement: 1) First attempt: An attempt was made to contact the patient regarding this consult. Patient could not be contacted. A second attempt will be made at a later date. 2) Second attempt: A second attempt was made to contact the patient regarding this consult. Patient could not be contacted. A letter will be sent.

Discontinuing the consult: If no response to the letter after 7 days the consult will be discontinued with this statement: This consult is being discontinued. The ordering provider may resubmit the consult if the care was not provided but is clinically indicated. A message was left to call with questions or to request a new consult.

After discontinuing the consult, Add comment “Alerting PCP” and add the PCP as an alert (if PCP is different from requesting provider). If patient has a clinic assigned but no PCP, alert the appropriate Clinic Director from the table below. If unassigned completely, alert Dr. Christopher Burke.

Message to leave on the voice mail: “Hello, this is the Phx VA calling for Mr./Ms. X. Please call 602-277-5551 x 1-XXXX (provide your departments contact number) regarding a consult. We thank you for your service.” (You can not imply the clinic name or type of service per HIPPA guidelines)

Once you reach the patient use this script as a guide:

“Hello, this is ___ from the Phoenix VA. I see that you have a consult for XXXX that has not been provided yet (if unsure, ask if it has been provided yet). Due to the limited availability of appointments, we are asking if you prefer to stay with the Phoenix VA although your appointment will be further than 30 days out, or would you like us to create an authorization for you to be seen sooner in the community for care.”

If patient agrees to community care: “You will be getting a phone call from Triwest within a few days and they will help get you set up with a provider and schedule your appointment.”

Verify their address information and provide the contact number for Triwest if they have any questions: **Triwest Phone Number: 855-722-2838

If they choose to stay with Phoenix then schedule them and use this documentation in the chart:

Patient was contacted and they did not receive treatment. Patient indicates they still want the care indicated on this consult through the Phoenix VA with the understanding that their appointment may be further than 30 days out. Patient appointment will be scheduled.

If they agree to community care: a) Instruct patient that they will be sent out to the community for their care and that they will be getting a phone call from Triwest to help them find a provider and schedule their appointment. Verify their address information. Let the patient know that they will be contacted within the next week. b) Paste this statement on the originating consult: Patient was contacted and they did not receive treatment. Patient indicates they still want the care indicated on this consult through Non VA Care. This consult will be resubmitted through a Non VA Care consult.

(Purchased Care staff will discontinue the originating consult and place the new Non VA Care consult)

If patient does NOT want care: a) Discontinue consult

b) Paste this statement: Patient was contacted and they did not receive treatment. Patient indicates they do not want the care indicated on this consult. This consult is being discontinued. The ordering provider may resubmit the consult if the care is clinically indicated.

c) Add comment “Alerting PCP” and add the PCP as an alert (if PCP is different from requesting provider). If patient has a clinic assigned but no PCP, alert the appropriate Clinic Director from the table below. If unassigned completely, alert Dr. Christopher Burke.

|Clinic |Clinic Director |
|Emerald |Dr Chris Reust |
|Diamond |Dr. Mary Streetman |
|Turquoise |Dr. Anita Nanda |
|Gold |Dr. Mehtab Siddiky |
|SE |Dr. William White |
|NW |Dr. Sanjay Shah |
|Show Low |Dr. Stephen Betts |
|Globe |NP Paul Snyder |
|T-Bird |Dr. Irma Hernandez |
|Unassigned |Dr. Christopher Burke |