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Diabetes Educators Calgary Charting Guidelines

Missed Appointments and No Shows

Missed Appointments and No Shows

Documenting ASSESSMENT No-Shows

Step 1: Inform Clerical

  • Leave patient appointment in your schedule and do not mark as no-show or cancellation.
  • In-Basket the clerical pool ‘P CGY RRDTC DIABETES EDUCATOR SCHEDULING’ with the patient information. Indicate no-show and whether patient was already called (ie. virtual appointment) and if voice mail message was left or if you spoke with patient. As usual, no need to call the patient if was booked for onsite, in-person appointment.
  • If you started the encounter, but didn't mean to, indicate "erroneous encounter" as the Visit Diagnosis, complete your note and sign the encounter.

Step 2: Inform the Physician

  • Use Patient Lookup to open patient chart.
  • Create a Documentation Encounter. Reason for Documentation = No Show
    • Document brief Note to send to PCP, or other provider as appropriate, informing them of No Show. Use the Smart Phrase .DCCCMISSEDAPPT
  • Use the Communication tab to send “AHS Blank, shared externally + Netcare” to PCP, or other providers as appropriate.

Documenting FOLLOW-UP No Shows

Step 1: Click as No-Show

  • If you have not started a follow-up encounter (i.e. the patient is not checked in, and you have not "Started the Visit"), from the schedule, highlight the appointment, and click "No Show" at the top.
    • The dialogue box allows you to chart Action, Outcome, Comments as relevant (e.g. tried calling patient and there was no answer, left message, etc)
  • If you started the encounter, but didn't mean to, indicate "erroneous encounter" as the Visit Diagnosis, complete your note and sign the encounter.

Step 2: Inform the Physician Option A

  • Use Patient Lookup to open patient chart.
  • Create a Documentation encounter. Reason for Documentation = No Show
    • Document brief Note to send to PCP, or other provider as appropriate, informing them of No Show. Use the Smart Phrase .DCCCMISSEDAPPT
  • Use the Communication tab to “AHS Blank, shared externally + Netcare” to PCP, or other providers as appropriate.

Step 2: Inform the Physician Option B

  • Click Telephone on top of Epic bar
  • Complete outgoing call, and outcome (e.g. left message)
  • Important, under "Reason for Call" choose  "no show"
  • Create Note: Use the Smart Phrase .DCCCMISSEDAPPT
  • Use the Communication tab to send “AHS Blank, shared externally + Netcare” to PCP, or other providers as appropriate.

Clerical to Re-schedule

  • If the no show was for a new patient referral, it goes back on WQ 3 for clerical to re-schedule (twice). After the second time, a letter is generated for the referrer informing them that a new referral is needed. There is no need for the educator to take any extra steps.

Physician follow up requests only (DIP or Physician Endocrine Clinics):

  • If the appointment was a result of an order from a physician, i.e. using the Follow up request in the Wrap Up tab, no shows go back on WQ 3 for clerical to re-schedule. 
  • If the appointment was not booked from a referral or a follow up request, it would only populate on the No Show report. It does not automatically go to WQ 3 for booking to re-schedule it. If you would like Booking to get that task added to WQ 3:
    • Search patient, open chart, create a New Encounter > Documentation.
    • At bottom of documentation tab is DISP & CC, click and you'll see FU options.
    • Indicate timeframe using buttons and type in your note. Close at bottom. This automatically populates to FU scheduling WQ.