Phone Tree

Notes on the Above Medication Refill Process – for Patients seen in Pediatric Neurology Clinic:

1. If the patient calls and they have 5 or more BUSINESS days’ supply of medication left, an SHM should be sent by the PFA to the clinic backup fellow, the patient’s fellow, and copied to Karen McKearney.
   • This SHM should include patient’s name, MRN, medication needing refill, and pharmacy to send the prescription to.
   • A note written in the EMR containing the above information can be forwarded to the fellows and Karen via the SHM system, in place of a separate SHM, if desired. 
   • The fellows will respond via SHM to confirm the medication was refilled and will place a free text note in the patient’s chart. 
   • A response from the fellows is expected within 2 business days. 
2. If the patient calls and they have less than 5 BUSINESS days’ supply of medication left, an SHM should be sent by the RN to the clinic backup fellow, the patient’s fellow, and copied to Karen McKearney, AND a text page should be sent to the clinic fellow at 80839.  PFA to verify patient was seen and has a follow up appointment scheduled.
   • Nurse should verify that the medication is accurate. 
   • The SHM should include patient’s name, MRN, medication needing refill, how much supply the patient has left, and pharmacy to send the prescription to.  
   • Text paging:
     • Text paging can be accessed by going to infonet.nyp.org, click on “Paging/On-Call”. Under the “ID” field, type 80839 and click “Search.” Click the Green “+” sign that appears to the left of the 80839 pager number. On the right side of the screen, a box will populate with the clinic pager and the fellow currently holding the pager. In the box on the right, click “Compose Message.”
     • The message composed should contain the patient’s MRN and clearly indicate the urgency of the task, ie how many days of medication the patient has left. For example, “Patient MRN 9999999. Needs Keppra refill. Has 2 days left. See SHM for details.  – VC3 clinic.”
     • Click “send message.” The page will be sent.
   • A note written in the EMR containing the above information can be forwarded to the fellows and Karen via the SHM system, in place of a separate SHM, if desired. The text page is still needed. 
   • The fellows will respond via SHM to confirm the medication was refilled and will place a free text note in the patient’s chart. 
   • A response from the fellows is expected by 4:30 PM that day. 
   • At 4:30 PM, clinic staff should check their SHMs to make sure these medications have been refilled. 
   • If there has been no response by 4:30 PM, a page should be sent to 80839 again. 
   • If there is no response to the second page within 15 minutes, call the clinic fellow’s cell phone.
   • If there is no response to the above, page the Pediatric Neurology Consult pager at 8SCAN (87226). 

Fellows’ cell phone numbers are for use by the clinic staff. CELL PHONE NUMBERS SHOULD NEVER BE GIVEN TO PATIENTS OR FAMILIES. 

Notes on the Above Medication Refill Process – for Patients seen in EPILEPSY Clinic:

**** ALL Epilepsy patients who call the clinic for medication or clinical issues should be reminded that in the future, they should call 212-305-1742 and follow prompts to speak to a physician for all clinical messages.  Calls that do come to VC3 clinic should be assessed and addressed as below:

1. If the call is for a medication refill, and patient has 5 or more BUSINESS days’ supply of medication left, an SHM should be sent by the PFA to all of the epilepsy fellows and copied to Karen McKearney. 
   • The SHM should include patient’s name, MRN, medication needing refill, and pharmacy to send the prescription to.
   • A note written in the EMR containing the above information can be forwarded to the fellows and Karen via the SHM system, in place of a separate SHM, if desired. 
   • The fellows will respond via SHM to confirm the medication was refilled and will place a free text note in the patient’s chart. 
   • A response from the fellows is expected within 2 business days. 
2. If the patient calls and they have less than 5 BUSINESS days’ supply of medication left, or if there is an urgent patient care issue, an SHM should be sent by the RN to all of the epilepsy fellows and copied to Karen McKearney, AND a text page should be sent to the patient’s epilepsy fellow. PFA to verify patient was seen and has a follow up appointment scheduled.
   • Nurse should verify that the medication is accurate. 
   • The SHM should include patient’s name, MRN, medication needing refill, how much supply the patient has left, and pharmacy to send the prescription to. 
   • Text paging:
     • Text paging can be accessed by going to infonet.nyp.org, click on “Paging/On-Call”. Under the “Name” fields, type the epilepsy fellow’s last and first name and click “Search.” Click the Green “+” sign that appears to the left of the fellow’s pager number. On the right side of the screen, a box will populate with the fellow’s pager. In the box on the right, click “Compose Message.”
     • The message composed should contain the patient’s MRN and clearly indicate the urgency of the task, i.e. how many days of medication the patient has left. For example, “Patient MRN 9999999. Needs Keppra refill. Has 2 days left. See SHM for details.  – VC3 clinic.”
     • Click “send message.” The page will be sent.
   • A note written in the EMR containing the above information can be forwarded to the fellows and Karen via the SHM system, in place of a separate SHM, if desired. The text page is still needed. 
   • The fellows will respond via SHM to confirm the medication was refilled or the clinical issue was addressed and will place a free text note in the patient’s chart. 
   • If there has been no response in a timely manner, the epilepsy fellows’ cell phones should be called by the nurse. 
   • If there is no response to either epilepsy fellow’s cell phone, nurse should page the Pediatric Neurology Consult pager at 8SCAN (87226). Text paging is preferred over numeric paging. Example of this page: “Urgent patient care message for pt Jane Doe MRN XXXXXXX. Dr. So-and-so called but no reply.”

Again WELCOME!

The staff is happy to assist you with any procedural or medical problems that arise.  Clinic specific resources, patient hand outs and forms are located in the clinic and available to facilitate each patient’s visit.

• Karen McKearney, PNP    
• Danielle McBrian, MD Child Neurology Resident Clinic Directory