O-14-202 Process REQUEST TO SEND CLIENT INFORMATION Note

👤 Responsible Person

Administrative Specialist

🎯 Purpose

Although the branch will mail the Patient Instructions Report following every SOC/RCT and ROC, clinicians may identify the need for the office to send out printed patient information during an episode of care. For example, a clinician may request an updated patient-friendly medication list sent out following significant changes to the patient’s medication profile.

A clinician will initiate this request by entering a “REQUEST TO SEND CLIENT INFORMATION” coordination note in PointCare. This will route to the Administrative Specialist to send the requested information to the client.

In the interest of compliance with HIPAA, it has been determined that this task must be completed for each specific client report individually from start to finish. If there are multiple requests for different clients, documents for multiple clients must not be printed and processed in batches as this can lead to errors. Instead, processing each client’s task individually will help reduce the likelihood of an error being made in mailing a client’s information to another client’s address. It is of upmost importance that client information is kept confidential and is sent to the correct client.

🔄 Process

The actions the Administrative Specialist will take depends on the information that has been requested to be sent by the clinician.

When the clinician completes the coordination note, they will need to specify which items need to be sent by the office.

Outlined below are the steps to take for each item indicated:

1. In Review Coordination Notes, select “Request to send Client Information”

   

   

   Double click on note. Select Review Coordination Note:

   

   Clinician should have indicated Y or N which items they are requesting to be sent to the client

   

   NOTE: Clinician may have deleted everything other than what they are requesting to be sent. If there is clarification needed, Administrative Specialist should contact clinician that entered the coordination note.

   Select CANCEL to keep note in workflow until task is completed

   Do not select Note Reviewed until items have been mailed as requested

   

   Administrative Specialist will gather information as requested to send to client.

   They should contact the clinician and/or Clinical Supervisor if the request is unclear, they are unable to find the information that is being requested, or if they are not sure what is being requested

   Specific steps for each item are indicated below:

   1. Copy of Admission Paperwork:

      1. Select Client in Clinical Input, or in Patient Snapshot—go to Attachments and select Patient Attachments

         

      2. Find the attachment for Start of Care Packet for the CURRENT admission and select VIEW

         

         NOTE: Verify correct date of Admission on paperwork before printing

   2. Current Medication List: Refer to O-11-405 Print Current Medication List
   3. Patient Instructions Report: Refer to O-11-406 Print Patient Instructions Report
   4. Client/Caregiver Treatment Instructions:

      1. Print TWO blank copies of the “Client and Caregiver Treatment and Handwashing Instructions” form from the Forms Manual —> Client Home Chart Forms

         

   5. Aide/HMK Schedule: Refer to O-11-407 Print Aide, Homemaker Schedule
   6. Client Home Chart Folder:
      1. Blank Start of Care Packet
      2. Clarify with clinician if client also needs copies of Admission Paperwork and Patient Instructions Report included in folder
   7. Other (Specify): Clinician must specify any additional items requested
2. Once requested information is gathered, follow branch process to print and mail requested information to client

3. Select Add Follow-Up Comment to add comment when information was mailed and task was completed

   

   

4. Only select Note Reviewed once task has been completed

   

📅 Effective: 09/24/2024  |  🛠️ Revised: 10/09/2025  |  ✅ Approved by: JS