Transcript Interacting with the GCRC Front Desk

Facilitating the Subject Visit
Introduction
Inpatient and Outpatient visits are
conducted on both White 13 and on the
2nd floor of Building 149 in the
Charlestown Navy Yard (CNY).
Operations Associates (OAs) at the
front desk are a main point of contact
and provide supportive functions related
to the research subject visit.
Supportive Functions
Greet and register research subject
Compile and maintain medical
records
Accept Doctor’s Orders for each visit
Direct subjects throughout their visit
Dropping Off Orders
Once a visit is scheduled, please drop off the
most current approved doctor’s orders to the
GCRC front desk.
Orders should be placed in the black “Orders”
bin on the desk. Please use the red book to
sign in the date/time orders were dropped off
along with your name.
How do I use the red book?
When dropping off orders, fill out the columns
as shown below.
Leave the last three columns blank for OA use.
GCRC Doctor's Orders Received
Date Received Patient Name
6/12/2006 Bradstreet, Dayna
6/12/2006 Davis, Lue
6/13/2006 Harling, Kashawna
Study # Visit Name Dropped off By Recv'd By Time Filed Location
901 baseline
997 6-month
873 18
ABC
KPH
DEB
When is the deadline for
dropping off orders?
Signed Doctor’s Orders must be received NO
LATER than the morning of two business
days before the visit.
Two days allows sufficient time for study visit
preparation.



Trays and Labels
Food
Equipment
Remember, earlier is better!
Order Deadline Examples
Patient Visit
Orders Due
4:00pm Wednesday
Monday morning
11:00am Sunday
Thursday morning
8:00am, Tuesday after Thursday morning
Columbus Day
What about add-on visits?
If you add a visit less than two days
before the visit, you must drop off the
orders as soon as the visit is scheduled.
What is Required for the OA
to Accept the Orders?
The “GCRC Approval
Date” must match the
date the orders were
last approved. This
ensures we are using
the most recent
revision.
All orders must have
the GCRC watermark.
This ensures they are
unaltered.
Why are orders rejected?
When there is no watermark
When the date on the orders is before
the most recent revision
When the orders are unsigned
When the orders have been altered by
anyone other than the study PI (verify)
Unsigned Orders
All orders must be signed by a study MD, NP
or PA.
Orders may not have written additions from
somebody other than an a study MD, NP or
PA.

It is against federal law for us to use orders that
have not been signed by an MD or NP/PA, or that
have been altered by somebody other than an MD
or NP/PA on the study team.
What happens if orders I
dropped off are rejected?
The OA will notify you immediately, and
tell you what to do in order for the
orders to be accepted.
What if the MD or NP needs
to alter the orders?
Alterations to the orders, even those made by
a study MD or NP, must be first approved by
the protocol RN or RD, depending upon
which section is altered.
The RN or RD will make sure the alterations
fall within the HRC-approved protocol.
Altered orders will not be accepted unless
they are approved.
Identifying Orders
YES
Claus, Santa 000-00-00
NO
Neatly write the
subject’s name and
medical record
number on the
orders.
Make sure to leave
space for the blue
card stamp!
MGH Registration Card
All subjects require an MGH card in order to
be seen at the GCRC.
Coordinators must bring the blue registration
card for outpatient visits. This card will
remain on the unit in the subject’s chart.
Inpatients (overnight visits) require a red
registration card, which will be picked up by
the OA.
How will I know when my
subject arrives?
Some subject visits may require your presence at the
start of the visit. If so, you must be at the GCRC by
the subject’s appointment time.
If your presence at the start of the visit is not
required, highlight on the first page of the Doctor’s
Orders the name of the study team member who
should be paged at the appropriate time.
If you are expecting a subject but have not yet
received a page, call the front desk at x6-3294.
Paperwork
All subjects new to the hospital will receive a
copy of the MGH Privacy Policy, and must
sign a form to acknowledge receipt.
New GCRC outpatient subjects will receive
an outpatient assessment (“yellow form”) to
fill out. This form details emergency contact
info, health information, medical history, etc.
New GCRC inpatient subjects (overnight
visits) will have an assessment form
completed by the RN.
What if my subject is late?
If you know your subject will be late,
please call the front desk so we do not
process the visit as a no-show.
If your subject arrives late, we will make
every effort to accommodate the visit.
We may need to change the order of
visit or do a partial visit to
accommodate.
Late Cancellations and No Shows
Inform the OA at the front desk if your
subject cancels after the visit would
have started. The OA will process the
cancellation in this situation only.
If your subject does not arrive for his or
her appointment, it will be recorded as a
no-show.
Cancellations within 48
Hours of the Visit
Please call the OA at the front desk
immediately when you learn of a
cancellation within 48 hours of the start of the
visit.
You must cancel the visit through the Request
for Appointment application right away.
Let the OA know if the Doctor’s Orders and
specimen tray should be saved for a
rescheduled visit, or should be discarded.
Tracking your Subject on
the GCRC
Please make sure you tell the OA at the
front desk any time your subject leaves
the GCRC!
The GCRC requires this information for
our records, as well as for use in case
of an emergency.
How can I copy outpatient
charts?
Outpatient records are filed at the end of the
day. If you need to make copies, please ask
the front desk to borrow the chart before the
end of the day.
If you would like to make copies after a chart
has been filed, you may pull the charts
yourself. However, you may not remove the
charts from the GCRC, except for an audit.
Files cabinets are locked daily. Files are
available Monday-Friday, 7am –5pm, and
Saturdays 7am-11am, or by request via front
desk staff.
What if I need charts for an
audit?
Please provide the OA with a list of
charts to be pulled. He or she must
approve of this list before they are
removed from the floor.
Charts must be returned to the floor
within 1 business day of the audit’s end.
You must pull and re-file the charts
yourself.
How can I copy inpatient charts?
Inpatient charts are sent to Medical Records the
afternoon after discharge. If you need to make copies,
please ask the front desk to borrow the chart before that
time.
For example, if an inpatient is discharged Tuesday
morning, the chart will be sent to medical records on
Wednesday afternoon.
If you will not get a chance to make copies by the next
afternoon, please call the front desk and ask us to hold
the chart for one more day. After that, we must send the
record to medical records, per hospital policy.
If you would like to make copies after the chart has been
sent, you must visit the Medical Records office
personally.
Inpatient Registration Form
When dropping off
orders for an
inpatient, please
staple the inpatient
registration form to
the top.
Contact Us!
White 13
The White 13 front desk is staffed from
7:00am-5:30pm Monday through Friday,
and 7:00am-11:00am on Saturday.
The White 13 front desk phone number
is (617) 726-3294.
Contact Us!
BIC Front Desk
The BIC front desk is staffed from
7:00am-3:30pm Monday through Friday.
The BIC front desk phone number is
(617) 726-0807.
Checking-In Subjects
All subjects must check in with the
front desk at the beginning of their
visit.
The OA will give every subject a
wristband, which must be worn for the
duration of their visit.
Go Back to GCRC Orientation