calgary-skyline

Diabetes Educators Calgary Charting Guidelines

Communicating with colleagues, team members and patients

Communication Norms

Charting guidelines are intended for use by Diabetes Centre Calgary clinicians. This page is in development - ongoing updates are being made.

These are expected methods for communicating with colleagues, team members and patients. See this page for detailed descriptions of communication methods and norms.

Communication Methods and Features

MethodMain UseFeaturesExamples of when to use
Secure ChatSend a short message to colleagueNot part of the legal record, Deleted after 30 d, Stays on screenAsk a non-urgent question, Remind someone that their patient has arrived
In Basket - Staff MessagesTask-based messagesNot part of the legal record, ability to attach a patientRequest an order from a CC doctor. Route a message to another provider or pool of providers.
In Basket - Specific TypesVaried, e.g. Chart Correction, Triage
myAHS ConnectCommunications with patientsReplaces encrypted emails; Messages are part of the legal record; Messages appear in In BasketSending handouts, questionnaires to patients; Patient messages to providers, including questions and attachments
Phone/pagerQuick communicationRich communication with patients and colleaguesAdvice/orders from a colleague/physician; Clarification of details when communicating with patient or colleague
Encrypted EmailCommunicating confidential information externally to AHSRequires documentation in CC and capturing activityConfidential communication when MyAHS Connect or phone is not available.
Regular EmailCommunicating non-confidential informationNot part of the legal record.Sending a publicly available handout; no confidential information included.

In Basket Messages

Check your In Basket messages first thing in the morning and several times during the day. Mentally note priority messages that need addressing. Look after messages during Admin time and if there are no-shows. The scenarios below refer to communication with patients. For information about other possible In Basket messages, please see the Quick Start Guide and Demystifying In Basket Messages. Detailed guidelines for InBasket are available here.

Messages sent to a pool (identified by a baton icon)

  • If the message is one that you can or should look after, then click the baton icon. This removes the message from the pool, and keeps it in your InBasket. Use the “Done” or “Follow-up” features as described below.
  • If the message is meant for someone else in the pool, just leave it alone. ***If you click Done, the message is gone for everyone in the pool, including the provider it was meant for ***
  • If the message is meant for a provider you suspect is not in the pool, forward to that person and click Done as described below. That moves the message to the intended recipient, and removes it from the pool.

Keeping your InBasket clean

  • If the message is one that you can deal with at the time, do what needs to be done, then click the “Done” icon.
  • If you read the message, and decide that you will look after the task involved at a future time, click the “Follow-up” icon.
  • A dialogue box opens, where you can set the date/time you would like to postpone the message to:

Patient messages and questions

  • To answer a patient who sent a message through MyAHS Connect, first create an encounter - this is very important, because our funding depends on our number of encounters. Depending on how the message was sent by the patient, click on:
    • 'My Cht Enc' (My Chart Encounter)
    • Or 'Encounter'
  • Reply to the message as you deem appropriate
    • Through MyChart
    • Phone the patient
  • Sign the encounter.

Results

You may be copied on certain patient lab results.

  • If there's no need to inform the patient: Click on Review
  • If you determine that you need to contact the patient:
  • More >
    • “Call patient about abnormal result” if phoning
    • Or if they are signed up for MyAHS Connect, right-click on the result and choose “MyChtEnc” to send a secure message.

myAHS Connect

Provider-initiated messages

  • Through Inbasket, providers have the ability to send messages to patients who have MyAHS Connect activated.
    • Messages are routed through the secure portal.
    • Messages can include
      • attached documents, or
      • questionnaires that have been inputted into CC
  • To initiate a message, click on "New Patient Message".
  • Patient responses go directly to the provider.
  • Here's the full guide for providers and clinic staff to use MyAHS Connect.

Patient-initiated messages

See this link for the MyAHS Connect User Guide for patients.

  • Patients can initiate a message with a CC provider, if they have an appointment booked within 90 days (before or after).
    • Patient-initiated messages go to the Clinical Support pool (not to the individual provider).
    • Once a provider responds to the message, replies from thepatient go directly to that provider.

MyAHS messages show up as encounters under Chart Review.

 

Secure Chat

Patient chart can be attached

Phone/pager

Text