Neurology outpatient clinic Revised May 2009 NEUROLOGY OUTPATIENT CLINIC I. Purposes and Objective The purpose and objective of the Neurology Outpatient Clinic is to provide excellent care for patients with neurological disorders in a clinical setting conducive to learning and teaching. II. Policy A. Clinic Attendings Two to three faculty members are generally assigned as attendings to the clinic per halfday depending upon the number of residents assigned to clinic. These physicians staff all residents in clinic and are responsible for clinic operations that half-day, including assigning emergency work-ins and add-on patients, handling phone calls from physicians, and staffing the clinic nurse for management of patient telephone calls. B. Continuity of Care In general neurology clinics and in the residents' continuity of care clinics, continuity of care is provided by the residents, i.e., the same resident sees the patient at all clinic visits whenever possible. The resident physician's responsibility for the care of these patients extends beyond seeing the patient in clinic. Such responsibility includes diligent follow-up of lab tests and diagnostic studies, handling phone calls to and from the patient, and sometimes handling phone calls to and from referring physicians. At times it may be appropriate for the resident to see the patient in clinic at a time when that resident is not normally assigned to clinic, for example, if an urgent problem develops which cannot be deferred to that resident's next available clinic opening. In such cases, arrangements must be made through the clinic staff to ensure that an examination room is available. Residents who are on a rotation other than a clinic rotation should also make sure there is no scheduling conflict with the responsibilities of their current rotation. If the patient must be seen by another physician (for example, during a vacation period), it is desirable for the resident to contact the physician who will see the patient to brief him or her on the case. In specialty clinics (Ataxia, Cerebrovascular Disease, Cognitive Disorders, Epilepsy, Movement Disorders, Multiple Sclerosis, Neurogenetics, Neuromuscular, Neurooncology, and Sleep Disorders) patients are also seen by both a resident and an attending physician. Follow-up visits may be scheduled to the specialty clinic or, at times, to the resident's continuity of care clinic. When the follow-up visit is to the specialty clinic, the patient is often not seen by the same resident. Residents are encouraged to discuss with the attending which patients are appropriate for the resident to follow in their continuity of care clinic. III. Procedures for Clinic Visits A. Prior to Clinic Visit 1. Prior medical records can be reviewed in CareWeb prior to a patient visit. Last minute cancellations or add-ons will be posted on the master schedule in the staff room and on the CareWeb schedule section. Patients can be added to the schedule anytime there is an opening. Be sure to check the master schedule and CareWeb for any changes. 2. New patients must register at the information desk in the Taubman Center lobby prior to the visit if a registrar has not contacted the patient by phone in advance. 3. The patient reports to the receptionist at the main desk in the Neurology Clinic. 4. The receptionist compiles a folder for each patient with a charge form, , Neurology Checklist and Neurology Outpatient Note When the patient arrives, the receptionist sends a text page to the appropriate physician. Because the paging system is not 100% reliable, it is your responsibility to check w/the receptionist regarding your patients' arrival. The folder with the patient's forms is placed in a slot at the reception desk according to the exam room number assigned to the physician. If you are running late (more than 15 minutes), please let your waiting patients know so they won't think they've been forgotten. If you are running more than 30 minutes late, inform the clinic attending who may rearrange your schedule. 5. The physician picks up the folder from the reception desk and announces the patient's name, introduces him/herself to the patient, and escorts the patient from the waiting room to the assigned exam room. Exam room assignments are indicated on the monthly exam room schedule. An updated daily exam room schedule is posted on the staff room door. The neurology clinic does not have medical assistants. B. During Clinic Visit 1. The physician will take the history and conduct a general physical and neurological examination. All new patients should disrobe and put on a gown for the examination. The physician may use the curtain for patient privacy or leave the exam room and return later. Remember to respect a patient's privacy by pulling the curtains when leaving the room if the patient is disrobed. When abnormal findings are present which cannot be readily observed with the patient clothed, the patient should remain gowned for examination by the attending. For return visits, the resident should determine the need for the patient to disrobe and gown. The resident does not need to perform a complete exam at each return visit, but should perform those parts of the exam that pertain to the patient's problem. 2. Each patient seen by a resident must be presented to a clinic attending physician. The resident should note the attending's name on the handwritten outpatient note and Neurology Checklist. 3. Notes in the CareWeb system by the resident should be reviewed and signed by the attending physician noting their involvement in the history, examination and medical decision making. 4. The patient and/or family should be instructed concerning diagnostic tests, medications, and follow-up appointments with the referring physician or return visits to the Neurology Outpatient Clinic. 5. The clinic nurses are available for assistance with patient management, temperature checks, injections, lumbar puncture, and the delivery of spinal fluid specimens to the lab. They also help educate patients, particularly MS patients who are beginning disease modifying therapy. They are also a useful resource regarding education materials (kept in the cabinet in the staff room) and support groups. 6. An outpatient social worker is available by consult, phone or page for financial, interpersonal, or placement issues. C. At End of Clinic Visit 1. The physician will: a. Complete the MSP charge form by entering a diagnosis and indicating the attending physician and the type of service performed. b. Complete the Neurology Checklist. (i) Check all studies being ordered and indicate whether the studies should be done the same day or at the return visit. The blood lab is located on Level 3 and closes at 6:00 p.m. (ii) Specifically indicate when and to which clinic or physician the patient is to return for a follow-up visit. (iii) Include the resident's and attending's name, doctor number and the patient's diagnosis on the Neurology Checklist and be sure to sign at the bottom. This form is also used by the blood labs as a requisition, so it is important that the information is complete. c. Complete a Diagnostic Service Requisition for the radiological studies, nuclear medicine scans, EEG, evoked potentials, EMG, vascular studies, pulmonary function and cardiology studies. Include the resident's name and four-digit doctor number and the attending physician's four-digit doctor number, but not the attending's name, on each requisition and referral. Complete an outpatient consultation form to refer the patient to another clinic. Forms are available in the forms rack in each examination room and in the staff room. Please write your name clearly and include your page number when required. Enter the location code NEU on all requisitions. This will enable the diagnostic service to send the report to the correct location. (Patients through the age of 19 obtain X-rays in Mott Children's Hospital and require a Mott X-ray requisition.) When an MRI scan is ordered for a patient who may be claustrophobic, a sedative is often prescribed. The MRI staff recommends Valium 10 mg; any other sedative requires a special arrangement with the MRI nurse. It is recommended that the patient be instructed to bring the medication to the MRI rather than take it before arrival because the appointment may be delayed. If the patient requires sedation for an MRI, he/she will need someone else to drive from the appointment. d. When ordering any lab tests or radiological procedure, the physician should inform the patient of the plans for follow-up of the test result and document the plan in the test results section of the Neurology Checklist. Doing so not only constitutes a good practice for any physician, but also helps to relieve the clinic nurse and clerical staff of phone calls from patients wanting their results Please check one of the following boxes on the checklist to indicate plans for test result follow-up: 1. 2. 3. 4. "MD will call in ______ days." "MD will call only if abnormal." "Next appointment." This implies the physician will discuss the test results at the next appointment. "Patient call MD _____/_____ ____AM PM." This means you have asked the patient to call you. It is best to fill in the date test results will be available and which day/time you are easiest to reach. e. We receive many calls for prescription refills that could be avoided. Remember to check whether the patient has enough refills on their prescriptions to last until their next appointment. In fact, unless there is a good reason not to do so, please write for one or two extra refills on each prescription. For example, if you expect to see the patient in 6 months, write the prescription to last one extra month, with 6 (not 5) refills. Write the patient's name on all prescriptions to prevent issuance to the wrong patient. Document in dictation the number of PRN medications given, especially for narcotics. Prescriptions for Schedule 2 controlled substances must be issued on State of Michigan Schedule II prescription forms that are preprinted with the physician's name. Ritalin is a Schedule II drug which is an exception to this. It can be written on a standard prescription form. Prescriptions for Medicaid patients should be printed on tamperproof paper—in accordance with state laws. The receptionist provides this paper with the patient’s folder. f. If the patient requires admission, follow the Admission Procedures described later in this manual. g. Insert all papers into the folder and escort the patient to the waiting room. Insert the paperwork in the cashier's chart rack. Instruct the patient to wait in the waiting room until the clerk calls their name. 2. The billing representative (cashier) obtains appropriate insurance information and accepts payment or discusses payment plans for services rendered. An MSP form must be submitted for every patient seen. Please do not tear or throw away any form. 3. The appointment clerk schedules diagnostic tests, appointments in other clinics and with Social Work, and return visits to the Neurology Clinic. All clinic phone lines close at 5:00 p.m., but a clerk is on site until 6:00 p.m. to handle patients checking out of clinic between 5:00 and 6:00 p.m. IV. Admission Procedures A. To schedule an admission, fill out a Neurology Admission Information form and submit to Debbie Walter, Admissions Coordinator. In Debbie's absence, the cashier will coordinate admissions. The information to be included is: 1. Tentative admission date 2. 3. B. Justification for admission Specific treatment plan Some procedures to be performed during hospitalization may need to be scheduled in advance by the Admissions Coordinator. For those procedures that require the patient to be away from the inpatient service, try to schedule appointments the afternoon after admission so that the patient can be presented to the attending at morning rounds. Procedures requiring advance scheduling include: 1. 2. 3. C. CCTV-EEG Monitoring Polysomnography Plasmapheresis Observation stay admission may be appropriate whenever a patient's care is expected to take less than 23 hours. Observation stay admission should be used when a patient's condition is expected to improve, but when close monitoring for several hours is needed to decide whether to admit or release the patient. On the neurology service, observation stay admission may be appropriate for migraine; seizure in known epileptic; dizziness; syncope, or weakness of undetermined etiology; migraine of unknown etiology; or head trauma without focal neurological findings. Other medical diagnoses for which observation-stay admission is commonly used include allergic reactions, asthma, dehydration, epistaxis, and renal colic. Observation stay should not be used for procedures routinely requiring hospitalization, such as arteriography, myelography, or chemotherapy. It may be appropriate to monitor a patient with a minor complication from a procedure where the procedure itself would not normally require admission. Patients admitted under observation-stay admission may be converted to regular admission status. In contrast, patients who undergo regular admission may not be converted to observation stay admission. D. For emergency (same day) admissions, the physician will: 1. Inform the clinic nurse, who will: a. Assess and monitor the patient prior to transport. Non-medical staff (e.g. admission coordinator or clinic clerks) should not be asked to monitor or transport a patient. b. Help determine disposition of the patient and whether the patient needs to go to the Emergency Department or may wait in the admitting lounge. No nursing care is available to patients in the admitting lounge. c. Call nursing report to the inpatient unit. 2. Inform the Admissions Coordinator (Debbie Walter) or in her absence, the billing representative, and complete an Admitting Physician’s Order Form. 3. Speak to Emergency Department attending if the patient needs to be sent to the Emergency Department. 4. Contact the senior inpatient resident to advise him/her of the admission, describe the patient’s problem, and inform him/her of the plan established with the clinic attending. E. For same-day and future admissions, the physician must still complete the MSP charge form and deliver it to the cashier. For same day admissions, the patient needs to be directed to the cashier only if a procedure (e.g., LP) was performed. F. The physician should submit the dictated note with inpatient plans and scheduled procedures to the senior inpatient resident who will be responsible during the inpatient period. If the patient will be admitted before transcription has been completed (approximately one week) the resident should notify the senior inpatient resident of the patient and the proposed inpatient plans. G. Any overbook admission to the neurology inpatient service should be discussed with the senior inpatient resident by the admitting physician before scheduling is finalized. This allows for better planning by the inpatient team. V. Appointment Scheduling A. All appointments and diagnostic tests are scheduled by the neurology clinic appointment clerks. B. An appointment slip for a future return visit is given to the patient at the end of the visit. When this is not possible, the appointment notice will be mailed to the patient. C. All patients are mailed a reminder notice approximately 2 weeks prior to their scheduled appointment. In addition, a clerk telephones patients one to three days prior to the scheduled appointment to remind them of the appointment. D. The appointment clerk will not overbook patients to a specific physician's schedule without authorization from the physician or a clinic attending. Authorization will be noted on the appointment schedule for that day. E. Each half day, one attending physician has a same-day-service clinic for urgent referrals of new patients. If residents receive phone calls requesting an urgent evaluation, they should refer the call to the clinic appointments clerk. If the patient is too acutely ill or cannot be accommodated as a same-day clinic referral, the patient should be directed to go to the Emergency Department. F. The clinic attending may reassign scheduled patients to other residents as needed to ensure a smooth flow in clinic. G. EMG results are available immediately, and patients may be scheduled for return visits the same day. Results of CT scans, MRI scans, EEG, evoked potentials, and neuropsychological testing will not be available the same day, and Neurology Clinic return visits should generally be arranged at an appropriate interval following these tests. H. Elective arteriograms and myelograms are generally performed as outpatient procedures. Patients are monitored by the radiologists for several hours after these procedures. These procedures can be arranged by the appointment clerks. If the patient is felt to be a high risk for complication, it may be appropriate to admit the patient for the procedure. VI. No-show and Cancellation Policy A. Patients are charged $20 if they miss a scheduled appointment and fail to notify us of the cancellation 24 hours prior to the appointment. This charge is intended to serve as a deterrent, and patients are informed of this policy when they are sent their appointment reminders. Patients who miss three consecutive appointments receive a letter reminding them to give advance notice if they do not plan to come and that we may not be willing to schedule them in the future if they miss additional appointments. B. The physician will be informed when patients cancel their appointment by notation on the Staff Room Schedule. C. If patients cancel or do not show up for their appointments, the physician should review the patient's medical record and take appropriate action. The physician may decide to call the patient. If the patient needs to be rescheduled, the physician may transfer the call to the appointment clerk or ask the appointment clerk to notify the patient by phone or mail of the new appointment time. The physician may want to inquire if the patient will have enough medication to last until their next appointment. Document any communication or action taken in the medical record using either a telephone message form or an outpatient note. VII. Physician/Patient Delays Physicians are expected to see patients within 15 minutes of the scheduled appointment time and are responsible for personally notifying patients of longer delays. University of Michigan Hospitals are attempting to improve timeliness of patient appointments. Your prompt attention to your patients will allow us to meet these standards. There is no defined time limit beyond which we regularly refuse to see patients. Patients are notified that late arrival may necessitate rescheduling of their appointment, but patients who do arrive late should be seen, if at all possible, by the scheduled physician. One way to handle established patients is to inform the receptionist that the visit will need to be quite brief -- seeing the patient for only a few minutes to discuss refills and interim history, for example. Another approach is that the clinic attending can examine the schedule for any cancellations or open slots and assign the patient to another physician. VIII. Radiographic Images A. All images at UMHS are digitally archived and available from computer terminals in the clinic and staff rooms. B. When patients bring outside films they can be viewed on computers in the clinic or staff rooms. There is a non-networked computer in the staff room where outside imaging software can be installed to view images. There is a light box in the staff room to review imaging studies on film. C. To obtain a written interpretation on radiological films from other institutions, fill out a radiology requisition. Specify the type of films to be read, what you are looking for, and the diagnosis. You can drop MRIs off at that reading room on B2. Other imaging studies can be dropped off in the file room on B1. The radiologists do not formally read outside angiograms. Radiology will charge the patient a fee for these interpretations. IX. Record-keeping A. Dictation: Dictations are required for all Neurology Clinic visits. Dictation system instructions are posted in the Residents' room, Staff room and exam rooms. Most of our patients have referring or personal physicians, and the dictation should be in the form of a letter to the physician(s). If the patient supplies the name of an outside physician not listed on the face sheet of the chart, enter the name and the address on the face sheet. Dictations should be completed on the day of the clinic visit. Dictated letters and notes should NOT contain statements such as "this patient was staffed with Dr. David Fink," but should end with the signatures of both the resident and the attending. Dictations should contain detailed information about drugs prescribed including the name, dose, # dispensed, and # of refills. When possible, give some indication of future plans and options (e.g., what you will try next if the medicine doesn't work). This should help you at the next clinic visit and will be especially helpful if the patient calls or returns to the clinic or Emergency Department at a time when you are not available. Dictated letters are usually received from Transcription 4-7 days after dictation. If your patient is somewhat medically unstable or has an appointment to see their referring physician sooner than 2 weeks, STAT dictation is recommended. Dictations are made STAT by punching "6" at the end of the dictation. If your patient is highly medically unstable or has an appointment with their referring physician within one week, a phone call to the referring physician is recommended. As a result of the new Medicare rules, faculty physicians need to be present during the key portions of the examination. B. Signatures: The goal is for all dictated letters to be signed by both the resident and attending and placed in the outgoing mail within 5 days. To meet this timetable, residents and attendings need to check their CareWeb Inboxes daily if possible, but at least several times a week. Residents at the VAMC must check their mailboxes frequently. After revising a dictation, save and mark it revised and then forward to the attending for signature. C. Test results: Residents are responsible for following up on tests ordered on their patients. Most results are available in CareWeb. For some tests, such as radiological procedures, EMG, and EEG, a hard copy is delivered to the resident. Blood and urine test results are not distributed as hard copies. One system for reviewing these is to use receipt of the dictated letter as the cue to check lab results. To facilitate this, it may be helpful to mention tests being ordered at the end of the dictation. Some results require earlier follow-up, and residents need a system for reminding themselves in such cases. When tests show important unexpected abnormalities, you may wish to discuss these with the attending who staffed the patient or any other faculty member. When leaving on vacation, you may wish to ask another person (e.g., the faculty who staffed a case) to follow-up on specific test results. Abnormal test results, particularly for patients seen in specialty clinics, may require the attention of the attending physician. Keep in mind that the physician's copy of the test results is not a permanent record. To document follow-up action taken, use a telephone message form or outpatient note. Telephone messages regarding patient requests for test results are generally routed directly to the physician's mailbox and are not triaged by the nurse unless it is a repeat call. D. Sleep charts include clinical data, baseline polysomnograms and C-PAP titrations. Leave charts in the staffing room. Do not place them in the medical record box. X. Telephone Calls A. Patient Calls: Phone messages will be posted in the My Inbox section of CareWeb under the tab for Notifications. The clinic office assistants initially answer most calls regarding patient care. If the call is a request for forms or letters, the assistant will take a message on the “Patient Contact Management Form” and will designate the “call type” as forms/letters. For other patient concerns, the office assistant will ask whether the patient would prefer to leave a message for their physician, who will return the call within one to two days, or would rather speak to a nurse immediately. The residents are expected to check their Notifications daily and to return patient calls within one to two days. If difficult patient management questions arise, residents are encouraged to discuss them with clinic attendings or the Medical Director of the Outpatient Clinic. When a resident is on a VA or UM Inpatient rotation, all patient calls are triaged through the clinic nurse. The nurse will either handle the problem (which may include contacting the resident) or triage the call to the resident’s or attending’s Notifications box designating a call type of “urgent,” “advise,” “same day,” etc. The clinic nurses may also handle repeat patient telephone calls and may help to facilitate contact if the patient has previously called but received no response from his physician. B. Personal Calls: University of Michigan policy views the use of University phones for long distance personal calls as a serious offense. Departmental policy is that employees should bill personal long distance calls to their calling card. If for some reason a personal long distance call is charged to the department, reimbursement of the charges by the caller is expected. Please inform Mari Jo Honeck of the date and time and telephone number called. XI. Prescription Refills The goal is to have a safe, legal, and convenient way for patients to have prescriptions refilled by the physician or clinic nurse when an appointment with a physician is not necessary. A. The clinic clerk will: Fill out a Prescription renewal request –on line form https://ummcweb29.mcit.med.umich.edu/prmc_forms/neuro/rx.cfm. Attach to medical record (if available) and pass on to the clinic nurse. B. C. The nurse will do the following: 1. Acquire adequate patient information regarding present health status either from telephone conversations or patient charts. 2. Utilize prescription refill protocols when certain criteria are met, enabling the nurse to phone in a prescription that is later signed by the physician. Nurses do not refill narcotics or Schedule II prescriptions without first consulting with the M.D. 3. Document the refill on the telephone message form, along with any other pertinent data. The physician should: 1. Remember to refill prescriptions at the time of clinic visit. 2. Write the prescriptions with enough refills to last until the next scheduled visit, plus one to two extra months. 3. Encourage patients to call 2 weeks before they run out of their medication, especially if a written prescription needs to be mailed. 4. For all prescriptions, but especially controlled substances and PRNs, diligently record the amount prescribed and the number of refills authorized. XII. HMO Patients The proportion of patients, who belong to a health maintenance organization (HMO), such as M-Care, Blue Care Network, and others, is growing. There are several procedural differences to keep in mind when handling HMO patients. A. The primary care provider (PCP) typically states on the HMO referral form the services authorized for the neurologist to perform. This may or may not include diagnostic tests or return visits to Neurology. The diagnostic tests least likely to be approved, unless explicitly authorized on the HMO referral form, are MRI and CT scans. If you see an HMO patient who needs one of these tests to complete the diagnostic work-up, please tell the patient to discuss their authorization with the cashier upon check-out. B. Do not directly refer the patient to another specialist. If you feel a referral to another specialist is indicated, document your recommendation in the letter to the referring physician. C. Most M-Care PCPs are located in the off-site satellite locations. For the purposes of communicating and documenting the findings of the visit to the referring physician, assume the referring physician has no access to the medical record. Therefore, you should document fully your findings in a letter to the referring physician as you would do for physicians outside UMMC. XIII. Insurance Forms Insurance forms will be completed by the Health Record Analyst rather than the physician. The physician, however, must complete forms for: (l) proof of disability; (2) excuse from work for medical reasons; and (3) return to work from medical leave. XIV. Release of Information Form The release of information form is used to obtain medical information or X-rays regarding a patient from another hospital or physician's office. Fill in the space on the Neurology Checklist "Request release of information to UM" and the checkout clerk will see that the patient completes the form. The forms are also available in each exam room and may be completed and given to the receptionist. They must have the patient's signature. This form is also used when a patient requests a copy of medical information from the UM medical record. Please direct the patient to the clinic receptionist for explanation of the procedure. All requests of this kind are handled by the Medical Correspondence Unit. Do not copy and distribute portions of the medical record yourself. For patients with epilepsy or loss of consciousness, document driving restrictions by having the patient sign a driving restriction form. These forms are available in the clinic. XV. Emergency Equipment A. A crash cart, defibrillator, drug box, and oxygen are stored in the Otolaryngology Clinic nurse's station and the Pediatric Clinic treatment room. B. A mouth-to-mask breathing device and selected emergency medications are available in the cabinet in the Neurology Clinic Staff Room. C. The clinic nurse is available for assistance in emergency situations. XVI. Schedule Neurology clinic schedule—Taubman Clinics Monday 8:00 am - 12:00 Noon Epilepsy/Neuromuscular/General 1:00 pm - 5:00 pm Ataxia/General/Lumbar Puncture Tuesday 8:00 am - 12:00 Noon 1:00 pm - 5:00 pm Neuromuscular/General Sleep Disorders/General Wednesday 8:00 am - 12:00 Noon 1:00 pm - 5:00 pm No Resident Clinic Neuro-oncology/General Thursday 8:00 am - 12:00 Noon Neuromuscular/Cerebrovascular/ General Sleep Disorders/General 1:00 pm - 5:00 pm Friday 9:00 am - 12:00 Noon 1:00 pm - 5:00 pm Epilepsy/General/Epi Group Home Epilepsy/Sleep Disorders/ General/Multiple Sclerosis Neurogenetics Clinic Neurology Clinic Schedule – East Ann Arbor Clinic Tuesday 8:00 am - 12:00 Noon Movement Disorders Clinic 1:00 am - 5:00 pm Cognitive Disorders Clinic Resident continuity clinic schedule UH Senior Inpatient Resident Monday 1:15 p.m.-3:15 p.m. UH Junior Inpatient Resident One afternoon per week 2:00 p.m.-4:00 p.m. Scheduled to avoid on-call and post-call days. Senior Consult Resident Junior Consult Resident Tuesdays 1:15 p.m.-3:15 p.m. Fridays 1:00 p.m.-3:00 p.m. VAMC Junior Resident VAMC Senior Resident Tuesday afternoons (variable) 1:00 p.m.-4:00 p.m. Mondays 1:00 p.m.-4:00 p.m. Pediatric Rotation Mondays 8:00 a.m.-12:00 noon Elective Tuesday morning or afternoon EEG Rotation Monday 8:00 a.m.-12:00 noon and Friday 9:00 a.m.-12:00 noon, alternating General Neurology Clinic and Epilepsy Clinic. EMG Rotation Neuromuscular Clinics: Monday 8:00 a.m.-12:00 noon Tuesday 8:00 a.m.-12:00 noon Thursday 1:00 p.m.-5:00 p.m. General Clinic: Friday 1:00 p.m.-5:00 p.m.