staff messages. Physicians and clinical team members continued Type of message Why am I getting this in my inbasket? What do I do with the message? How do I get the message out of my inbasket? Refill authorizations Someone has started a refill encounter and routed it to the physician or appropriate team member. Follow your practice-specific protocols for medication refills. Complete refills per protocol and close the encounter. Mark the message done or route to the physician and then mark as done. Overdue encounters Encounters left open more than 72 hours Open the report to quickly see what needs to be completed to close the encounter. Click the hyperlink to be taken directly to the section that needs to be completed. Close the encounter. Open encounters This is an encounter you created that has not been closed yet. You may need to finish documentation; forgot to route or just forgot to close the encounter. It may be in someone else’s inbasket waiting to be completed. Double click to open the encounter, complete any required actions, and add any additional documentation if needed. Close the encounter. The message will auto retract once the inbasket refreshes. Physicians only Type of message Why am I getting this in my inbasket? What do I do with the message? How do I get the message out of my inbasket? CC’d charts Another physician or nurse sent you a copy of a visit encounter to review. Extended care team members, such as case managers, will send communications to this folder. Do not disregard this folder. Review the encounter. You can mark it done or go to the Length of Stay (LOS) and Follow Up section (or whatever similar section you have in your EHR) to respond. A note to the sender can be typed in that section. Co-sign notes RN or extended care team member has seen a patient and charged 99211. The note needs to be co-signed by a physician who was in the office at the time of the charged visit. Click co-sign note. If you use SmartPhrases, consider adding “ATTEST” or something similar. The message will be marked “done” after the note has been co-signed. Clinical team members only Type of message Why am I getting this in my inbasket? What do I do with the message? How do I get the message out of my inbasket? Refill This is the response from a Call the patient back to inform them Mark the message complete.
responses physician for a refill request that you sent to them. that their refill was either approved or not approved. Document and close the encounter. E-prescribing errors These are prescriptions that were signed by a physician but for some reason didn't make it through the interface to the pharmacy. Since there is a computer interface problem; simply call the prescription into the pharmacy. Mark the message complete. Refill errors These are errors that have occurred on refill requests sent from the pharmacy to us. There are three common types of refill errors: Duplicate patient found Medication not found Other Duplicate patient found – The incoming message didn’t know which patient the refill is associated with. Staff will have to link message to the correct patient. Medication not found - The National Drug Code (NDC) number associated with the medication sent from the pharmacy is outdated. Other –The patient recently refilled the medication or the pharmacy already sent a refill request. Duplicate patient found the refill error message is linked to the correct patient, it will be as a refill authorization message. Medication not found: Refuse the medication, review the patient’s chart and, if applicable, manually create the refill encounter based on the requested medication listed in the inbasket message. Other: Refuse the medication, check the patient’s chart, and manually create a refill encounter if a refill is required. Patient medical advice requests This is a patient medical request originating from the patient portal. Respond through the secure message portal or by telephone. Mark the message complete. The message should disappear from the folder when the system refreshes. Patient refill requests This is a patient asking for a medication refill through the patient portal. Convert to refill request by clicking on “renewal.” Proceed with refill. Can send message back to patient using the patient portal when the refill is complete. Mark the message complete. The message should disappear from the folder when the system refreshes. Example provided courtesy of Bellin Health. Source: AMA. Practice transformation series: Inbasket management. 2017.