How do I communicate results to patients?

This video outlines the protocol for communicating pathology results to patients using the system. It explains how to identify if results are pending review, need clinician action, or are ready to be communicated. It details how to use our Pathology overview template for booking appointments and sending preset messages, ensuring accurate and efficient patient communication.

Or if you prefer a step-by-step guide:

Step-by-Step Guide for Communicating Results to Patients

1. Identify Results Needing Communication

• Look for Icons: Check the patient demographics for an icon indicating results that need to be communicated or have recently arrived.

2. Review Result Status

• Results Awaiting Review: If results are back but awaiting clinician review, you cannot inform the patient until a clinician has reviewed them. You will see a pop up that tells you to inform the patient that results are pending review and that they will be contacted if any action is needed.
• Informing Patient: If the results are back and have been reveiewed you can use the preset message to notify the patient if results are still awaiting review. Click "Send preset" to send the message.

3. Handle Results Requiring Actions

• All Results Back, Actions Required: If all results are back and actions are needed, inform the patient that they need a routine discussion with a clinician. Click "Book" to schedule the appropriate appointment and choose a suitable slot from the free slot page.

4. Complete the Communication Protocol

• Document Actions Taken: After booking an appointment or informing the patient, select the relevant options on the pop up to document the actions taken. This updates the system and codes the interaction accordingly.

5. Review Complex Result Scenarios

• Mixed Actions Required: For scenarios where results are back but involve a mix of actions (e.g., some actions in progress or awaiting further review), click "View Results" to access the pathology overview template.
• Check Summary and Messages: Review the summary at the top of the pathology overview to understand the status of results and any automatic messages that will be sent when the record is saved.

6. Complete Required Questionnaires

• Three Stars Indicator: Look for three stars next to any questionnaire needing completion. Click to access and view which questionnaire is needed. 
• Patient Interaction: If a patient calls or submits an online request, complete the questionnaire with them as needed. This might involve discussing results like cholesterol levels or statin effectiveness.

7. Handle Specific Results and Actions

• Detailed Results: For detailed results, such as blood pressure or cholesterol, review and complete the specific actions required.
• Action Recommendations: If the patient needs further action (e.g., a change in statin dosage), document this and arrange for a pharmacist review if required.

8. Address Repeat Tests and Monitoring

• All Results Back, Repeat Tests Required: If repeat tests are needed, review the options. The system may suggest scheduling these tests alongside an annual review to streamline the process.
• Book Appointments: Click the "Book Now" option to schedule necessary appointments or monitoring tests. The system may prompt to consolidate appointments where possible.

9. Finalise Documentation

• Save and Document: Ensure that all actions taken are saved and documented correctly in the system.
• Discard Unneeded Records: If any incorrect or incomplete records were created (e.g., if you haven’t booked an appointment), discard them to maintain accurate records.

10. Review and Feedback

• Review Protocol: Use the protocol to guide your communication and ensure that the patient is informed appropriately.
• Provide Feedback: If you encounter any issues or have suggestions for improving the system or messaging, provide feedback to the system developers.

11. Additional Support

• Contact Support: If you need further assistance or have questions about specific scenarios, contact the support team for help.