Choosing the best plan 

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There are many factors in choosing the best plan.  

Which scenarios do you need 

Your facility and staff have multiple types of interactions with patients from in-person discussions with doctors, filling out forms with administrative staff, to digital interaction.  By determining the scenarios which your facility wants to take responsibility for patient emergency will help determine which staff members may need access to the system. 


Start by determining the scenarios when you are legally mandated to take responsibility.  Legal and compliance teams have evaluated responsibility by separating the different patient interaction scenarios between “patients seeking care,” “patients receiving care” and whether there is an “established patient relationship.”  If a patient calls your facility for the first time and tells your scheduler on the phone they are having crushing chest pain, is your scheduler legally required to hand-off the emergency?  Your scheduler may have a moral obligation to hand-off the emergency, but most states do not have a legal responsibility for the scheduler to take responsibility for a non-established patient seeking care.   


Facilities also review their strategic goals and how may affect them.  Many facilities have a strategic goal of “keepage” or “reducing patient leakage.”  This goal employs measures to keep patients coming back to the same facility and not having patients “leak” to other competing health facilities.  Also termed “Continuity of Care,” this has multiple medical benefits including having all patient records available on the same EMR, internal provider communication, and faster better treatment for patients.  Telemedicine911 was designed to preserve continuity of care so facility providers can better ensure patient’s stay in-house.  A special destination facility request is digitally sent to the 911 screens of the dispatcher taking care of the case. 

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Recordings and scripts enable follow up on all cases to ensure patients are sent to the correct facilities and follow the requests of providers.  911 is a public service, so any staff members can use Telemedicine911.  Which staff and patient contact scenarios would need this tool to better achieve your facility’s “Keepage” strategic goal? 


Emergency Room Clerks, registration, schedulers, billers, and follow up satisfaction callers are common staff members who encounter patients who reveal emergencies.