On-Demand Consultations

CharmEasyCare provides On-Demand Consultations (On-Call), giving the flexibility to request immediate care through two convenient methods.

• Directly from home
• From a remote facility with the help of a staff

This guide explains both the workflows and the steps for handling the On-Call requests.

• Requesting On-Demand Consultations
  1. On-Call Requests from Patients at Home
  2. On-Call Requests from Staff at the Remote Facilities
• Processing On-Call Requests by the Provider
• Role Privileges
• On-Call Settings
• On-Call Report
  1. Default Report
  2. Custom Report

Requesting On-Demand Consultations

a. On-Call Requests from Patients at Home

The Patients at home can request an On-Demand (On-Call) consultation directly from your CharmEasyCare-enabled Practice website by following the steps below.

1. Patients are required to input their mobile number to receive an OTP.
   
2. The request can be raised either for themselves or on behalf of a family member. If booking for someone else, they must choose the 'Consulting for another member' option and enter the relevant details.
   
3. If the Patient is new to the Practice, they are prompted to enter their name, date of birth, gender, contact details, address, and the reason for the consultation.
4. Before proceeding, the Patients must accept the Practice's terms and conditions.
5. Patients can also enter their insurance details and upload the images of the insurance card (front and back), or opt to pay cash based on the options supported by the Practice.
   
   
6. Once submitted, the request is listed on the Practice's On-Call dashboard.

b. On-Call Requests from Staff at the Remote Facilities

Practices can use this feature to provide on-demand consultations by Video, Phone, or Chat to Patients admitted to Skilled Nursing Facilities, Rehabilitation Centers, etc.

The remote centers can be added as Facilities in CharmHealth EHR, and Nurses/Staff in those centers can be added as members.

In case of urgent medical needs, the Staff at the remote center can login to their CharmHealth EHR account and make on-call requests for Patients by following the steps below.

1. Navigate to the 'On Call' section and click on the '+ Request' button to raise a request for a Patient.
   
2. Choose the Patient, enter the Callback number, Reason for the request, and comments (if any).
   

Nurse / Front Office Staff View

Processing On-Call Requests by the Provider

Providers who have the required role privileges can manage On-Call requests from Patients at home and Staff at remote facilities.

When Patients and Staff submit a request, all Providers who are online at that moment receive a text message and a notification in their Charm Dashboard.

The Providers can follow the steps below to process On-Call requests.

1. Go to the 'On-Call' section from the CharmHealth EHR dashboard.
2. Any available Provider can pick up the On-call request. Once picked up, the request will not be visible to other Providers.
3. Based on your Practice's workflow and available communication channels, choose how you want to connect with the Patient.
   
   
   1. Quick Chat
      Send and receive instant messages with the staff at the remote facility who initiated the request.
   2. Phone Call and App Call
      For Patient-initiated requests, you can place a direct phone call to the Patient's registered number. For staff-initiated requests, you can call the staff to discuss the Patient's problems using the App Call built within Charm, or make a Phone Call to the Callback number provided by the staff.
      
   3. Video Call
      You can start a Video consultation to assess the Patient's condition. A Join URL is sent via SMS to the Patient's registered phone number, allowing them to connect directly with the Provider. For the On-Call requests from Remote Centers, the Staff can attend the video call with their CharmHealth EHR account.
      
      
   4. Creating Chart Note:
      Providers can create a Chart Note for the On-Call request to document the consultation details.
      
4. After completing the consultation, Providers need to click on the 'More Options' (...) icon against the request and select the 'Mark as Completed' option to close the request.
   
   This request will then be moved to the 'Consulted' status filter.
   

Re-assigning the Request to Another Provider

If you are not the designated Provider or unable to complete the consultation, use the 'Reassign Provider' option under the 'More Options' (...) icon against the request to forward it to another Provider.

Enter the Provider name and assign the request to them.

The Provider to whom the request is re-assigned gets an SMS notification if configured by the Practice Admin.

Note: Past requests cannot be re-assigned to another Provider.

Canceling the Request

The Practice members with the necessary role privileges can cancel the On Call requests.

Enter or choose the reason for cancellation from the drop-down and click on the 'Cancel' button.

Note: On-Call requests are visible only for the hours configured under the 'Settings > Calendar > Preferences > On-Call Preferences' section. For more information, visit On-Call Settings.

Role Privileges

To manage On-call consultation requests efficiently, specific role privileges must be enabled for Providers and Staff at the remote center. Only members with appropriate permissions can view, request, pick up, reassign, or cancel On-Call requests.

The Practice Admin or Office Manager can configure the role privileges under the 'Settings > Facility > Roles' section.

Edit the role for the Practice member and enable or disable the required privileges under the 'On Call' section.

Provider Role Configuration

This setup is meant for Providers who consult Patients directly. They can view, pick up, cancel, or reassign requests but do not initiate new requests, as that is typically done by the staff at the remote center.

Admin Role Configuration

This setup is suitable for the Practice Admins who can view On-Call requests of all Providers.

Remote Center Staff Role Configuration

This setup is ideal for the Staff at remote centers who initiate the On Call request.

On-Call Settings

The Practice Admin or Office Manager can configure the On-Call preferences by navigating to the 'Settings > Calendar > Preferences > On-Call Preferences' section.

Configurable Settings:

1. New On-Call Request Notification to Providers: Choose 'Yes' to send a notification to the available Providers when a new on-call request from the Patient or Staff at the remote center is received. Notifications will be sent only to Providers who are online, based on the working hours configured.
2. On-Call SMS Notifications to Members: Choose 'Yes' to notify the Practice members via SMS when assigned for an On-Call.
3. Show On-Call Requests for a Specific Duration: This setting defines how long the past On-Call requests remain visible to the Practice members in the 'On-Call' section. If the value is set to 24 hours, the Providers and Staff will see all On-Call requests created or completed in the last 24 hours. Any request older than 24 hours will no longer appear in the On-Call dashboard.
4. Reasons for On-Call Requests: Define a list of common reasons for which On-Call consultations are typically requested. These reasons appear as selectable options when the Staff members initiate a new On-Call request, reducing the manual effort. Each reason must be entered on a separate line.
5. Reasons for Cancellation: Define a list of common reasons that can be selected when cancelling an On-Call request. These reasons are displayed in a drop-down list when the staff cancels an On-Call request. Each reason must be entered on a separate line.

On-Call Report

a. Default Report

The Practice members with necessary role privileges can view the On-call reports under the 'Analytics > Default Reports > On Call' section.

The report provides a detailed summary of On-call consultations based on Month/Day, Visit Type, Mode, Status, and Provider.

You can click on the graph section to view the details and export the data as a CSV file.

b. Custom Report

The On-call Report in the 'Custom' section provides Practices with a detailed insight into the On-Call requests managed by the Practice members during a specific timeframe.

1. Choose the facility and the Provider for whom you need to generate the report.
2. Filter by Request status (e.g., All, Waiting, Provider Assigned, Consulted, Cancelled, and Missed).
3. Choose whether to view the report for:
   • All Patients
   • Specific Patient
4. Define the date range for the report.
5. Click on the 'Generate' button to generate the report.
   
6. This page shows the list of on-call activities for the selected criteria. Key columns include:
   • Facility Name
   • Patient
   • Provider Name
   • Date/Time of the on-call request received and responded to.
   • Callback Number
   • Reason for Cancellation: If any call was canceled, the reason is displayed.
   • Cancelled By / Cancelled Time: Indicates who canceled the call and when the call was cancelled.
   • On Call ID / Facility ID / Encounter ID: Unique identifiers for tracking.
   • On Call Activity (Show Activity): A link to view detailed steps taken during the On-call session.
   
   
7. When the 'Show Activity' link is clicked for a specific On-Call request, it opens the detailed On-call Activity View.
   
   This section lists all the actions done for that On-call request.