A nurse line that keeps up with the phones.
For practices with one location or a few. Calls become cases your nurses can sort, hand off and close, in hours and after them.
Friday night is covered too.
Calls after closing go to the doctor on call. An urgent one counts now, and a routine one waits for Monday morning.
Friday
9:42pm
Clinic closed
Opens Monday at 8:00 am · Dr. Sam Whitaker on call
Call logged 9:42 pm
Ear pain and a fever of 102.6°F since dinner, 6-year-old
After hours · UrgentAfter-hours queue · Dr. Whitaker
Response target running now
Call logged 10:15 pm
Asking whether to keep taking an antibiotic that upsets her stomach
After hours · RoutineAfter-hours queue · Dr. Whitaker
Response target starts Monday at 8:00 am
Your front desk takes the call. The right person sees it next.
The front desk
Logs calls and works refills, appointments and forms from its own inbox. It sees who the patient is and how to reach them, never the chart.
Nurses
Open on their own queues, most urgent first. They claim a case, confirm its priority and call back or send the answer.
Doctors
See the cases waiting for their sign-off, each with an SBAR to read. They sign off the plan or send it back.
The practice manager
Sets hours, holidays and queues, invites staff, and sees how fast each priority gets its first response.
The medical director
Adopts the protocols with a typed signature and reads a monthly safety report of overrides and possible under-triage.
After surgery, the check-ins go out on their own.
Each of the 22 post-op guides sets its own days and questions. This is the knee replacement guide's. An answer that needs a nurse opens a case.
Day 1
Pain control, nausea, the dressing, walking with help, the blood thinner.
Day 3
Pain, swelling, the wound, exercises, bowels, signs of a clot.
Day 7
The wound, swelling, getting about, signs of a clot or an infection.
Day 14
Stitches or staples out, range of motion, physical therapy, signs of a clot.
Day 30
Walking, the knee's bend, daily life again, tapering pain medicine.
The patient gets a text or email on the day, linking to the questions on their secure page, and a reminder that evening. A check-in still unanswered the next morning goes to a nurse.
Before you book.
Most of it is one working session: your hours, holidays, queues and staff. The EHR connection waits on your EHR admin registering Anatomia.
No. Your number and your phone system stay as they are. Staff log each call in Anatomia as they take it.
Five roles: front desk, nurse, doctor, admin and security officer. The front desk never sees a chart, a transcript or triage.
A call that arrives while you are closed is marked After hours and goes to your after-hours queue and the doctor on call.
Bring your busiest Monday.
We set up your hours, queues and after-hours routing with you, then walk through a call.