Dispensing: MEC Guide Flashcards

1
Q

Phone call introduction

A

“Good morning/afternoon, Melbourne Eyecare, [name] speaking

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2
Q

What should you check before answering the phone?

A

look up phone # to search up patient

NB: if new patient, file won’t appear

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3
Q

What do you do if you don’t know what to do during a phone call?

A

Put them on hold and talk to dispensing staff about it

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4
Q

If a patient comes in, what should you ask them? (4)

A

Name
Phone number
Email
Medicare

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5
Q

What should you inform the patient if they have no medicare?

A

There may be an extra consultation fee of up to $70

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6
Q

What details should you ask of a patient when they make an appointment over the phone? (4)

A

Name, email, medicare

Basic history: reason for appointment.

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7
Q

How do you insert an appointment into the appointment screen?

A

When patient file is up, click on a vacant time and make an appointment

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8
Q

If a patient arrives with a heavy accent, what should you get them to do?

A

Ask to write down their phone number on a piece of paper so you can search them up that way

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9
Q

What should you do on the schedule when a patient has arrived?

A

Mark “arrived” (should be on the bottom)

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10
Q

What should you do on the schedule when a patient has finished their consultation?

A

Mark “completed” (should be on the bottom)

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11
Q

What should you provide to each new patient who arrives? When might you not do this?

A

A consent/details form (on a clipboard with a pen). Afterwards, you should scan this to myscans and import the image to the patient’s file

Won’t do this if it’s a returning patient who’s information hasn’t changed.

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12
Q

What should you do before the patient heads to the consultation?

A

Print a dispensing sheet which the optom will then collect

[On sunix, while clicked on patient –> click “print” –> “dispensing sheet”]

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13
Q

How do you scan and upload the consent/details form to the patient’s file?

A

Scan on scanner (face up) –> should scan to myscans –> then bring up “Images” on the patient’s file in sunix –> import image

(NB: do not change name of file because won’t see it in the top 6 images available to import, unless it was named starting with like AA or something)

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14
Q

After a patient has made an appointment, what should you let them know? What action is this accompanied with?

A

Let them know “you’ll receive an SMS reminder the day before”
Then on sunix you should select “SMS-1” (NOT SMS-day) –> then select “Send SMS and Save”

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15
Q

What action should you perform on sunix when material is handed over?

A

Click on the tab at the top and hit “collect”

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16
Q

What is the typical cost for a consult (without medicare)?

A

$67.85 + ($10-to-30 for any imaging)

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17
Q

How do you scan a document on the scanner?

A

Scan to network –> 2-sided –> green button

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18
Q

What should you ask a patient who has arrived to purchase contact lenses?

A

When were you last seen by an optometrist (see if its less than 12 months)

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19
Q

Can a patient order new CLs if their last eye check was within 12 months?

A

Yes

20
Q

Can a patient order new CLs if their last eye check was between 12-18 months ago?

A

Yes, but advise patient this will be the last time they can order new CLs before needing another eye test

21
Q

Can a patient order new CLs if their last eye check was over 18 months ago?

A

Yes, HOWEVER they will need a re-check/eye-test first

22
Q

When a patient wants to order new CLs, what do you need for verification?

A

Written details of their current CLs (e.g. power, brand, type)

NB: picture of the box is fine

23
Q

When might we be unable to order new CLs for a patient?

A

Some CLs might not be available in Australia, so we can’t provide those

24
Q

Should you verify a person’s name over phone-call by saying “is your name ___”?

A

No. Even if their file is on sunix, you may get it wrong or the patient may say “I never told you my name”. It’ll weird them out so just say “may I ask your name?”

25
Q

When organising appointments over the phone, what should you ask the patient?

A

“is there a particular day you’re after?”

26
Q

When organising appointments over the phone, how should you phrase available vacancies/timeslots?

A

“Would you like an appointment in the morning or afternoon?”. If a patient says “anytime” you should then pick/suggest 8:45am.

Otherwise, if you give specific times in e.g. the morning, the patient is likely to choose later in the morning and you’ll be less able to book 8:45am times for student optometrists to see patients on the day.

27
Q

When making an appointment on sunix, what should you code the appointment if it’s a subsequent appointment?

A

Type SU (= Subsequent appointment. E.g. good to use if last appointment was months ago)

You type this in the little box on the bottom of the screen

28
Q

When making an appointment on sunix, how can you easily see all the possible consult codes you can choose from?

A

Double click the little box at the bottom of sunix and a list of the codes will come up

(Pretty much everything in sunix is sorted out by a double-click. Good tip to remember)

29
Q

What should you consider when a patient comes in for new frames?

A

When was the last consult (is Rx up to date? Check px details)
What will they be using them for (single/bifocal/PALs)
Show to shelves - is their a particular type of frame you’d prefer? (e.g. large, small, thick, thin)

30
Q

What type of frame should you usually suggest for a patient with high cyl?

A

“Usually you’d want a thin frame, like mine” - Shane

31
Q

What consideration should you make in frame selection for patients of asian ethnicity?

A

Be careful with nosebridges, you’ll probably want deeper/thinner nosebridges so the frames don’t fall off

32
Q

When a patient is ordering new spectacles, what screen should you bring up in sunix?

A

Bring up the spectacles record for the patient (make sure you have single clicked on the patient beforehand)

NB: this is the same logic for CLs ordering. Click on CL record. Or something like that

33
Q

Do we typically measure PD on a patient looking for frames?

A

No, normally we just look up PD information in sunix. Do it if PD information unavailable.

(also a reminder, in clinic, remember to actually record the PD and not just measure it)

34
Q

Where will you find the different item codes for different lenses?

A

Eyetalk magazine (found on the top shelf above the printer, in the new berkley st clinic)

35
Q

How long should a patient expect to wait for new glasses?

A

tell them “up to 2 weeks” (it’ll probably be earlier, but this gives us a buffer in case we need to reorder)

36
Q

What part of sunix relates to when a patient’s order of specs is expected?

A

“Lab due”

37
Q

When glasses have been received, what should you click in sunix?

A

click “job ready”

38
Q

When a patient is here to collect specs, what should you click in sunix?

A

click “create bill”

39
Q

Are there discounts for university of melbourne students for consultations?

A

Not really, no. (I actually can’t read my handwritten notes here but it looks like it says no, at least for several different consultation fees)

40
Q

What can you say to a patient who has constantly cancelled appointments on short notice?

A

“We can reschedule but please next time let us know a day prior if you need to cancel or reschedule”

41
Q

When a patient has cancelled an appointment on short notice, with what type of language should you record this in sunix (on patient’s file)?

A

Use neutral language (don’t say person was rude). Can say patient apologised, or can say patient “declined” rebooking.

(use the word “declined” rather than “refused”)

(NB: Notes in general should be brief and clear)

42
Q

When do you contact a patient who is running late for their consult?

A

Once 10 minutes late: call the patient and ask if patient is on their way.

Let them know if necessary 20 minutes is the cut off and if they are any later they will need to rebook (unless day is not busy, then we can be a little more lenient)

43
Q

When a patient has been cancelled, how does it appear on the appointments screen in sunix?

A

Will appear with grey text with a “CA”.

To change patient status to this, click on the name and put CA (double click box). It will say “overlap” but that’s fine, just say ok.

44
Q

What should you say if a patient asks about 3 year bulk billing?

A

say “medicare will be able to cover your consult” (say this during official semester times in MEC, I don’t know specifically what to say during semester breaks)

We don’t use the term “bulk billing”. It’s only during semester break where we actually have to check bulk billing.

If green medicare card, then consult is covered.

45
Q

If a patient only wants to see a non-student optometrist, when can this be done?

A

Can only be done during the semester break. In these cases, we will have to consider bulk billing.

46
Q

Do imaging fees apply if the patient is an RMH patient?

A

No

47
Q

Should you ever offer a patient a copy of their script?

A

No. Never do this. Only provide a script if the patient asks first themselves.

(Otherwise Shane will be very angry, because the patient could then just buy their frames elsewhere with the script)