Completing the Call Back Form

Once a patient comes into the facility to complete their callback, the next step is to complete their Call Back form.

Required User Roles: Super Admins, Records Admins, Doctors, and Nurses can use the Call Backs feature.    

Complete Call Back Form (Scheduled Column)

Once a patient comes into the facility to complete their callback, you will need to access their Call Back form in the Scheduled column. See this article if you need to view the instructions for earlier steps of the Call Back process.

1. You can click on the + icon or the arrows in the top-right corner to expand the card and enter the documentation needed to complete the Call Back form.
2. The following information can be found in the Call Back form. Do not be alarmed by the Fail status next to the Call Back Result. It shows this result because none of the necessary fields have been completed.
3. Patient Information: This area contains the patient’s image (if one is uploaded in their profile), full name, date of birth, and Patient ID or MR number. Their name can be clicked to open their file in a new tab. This area also includes the following new information.
• Last Window Date: The date the patient received their last medication dose 
• Next Window Date: The date the patient is scheduled to pick up their next medication dose 
4. Call Back Date and Time: Click on this field and use the calendar and clock icons to set the date and time that you are performing the Call Back. Click Ok once you have set the correct date and time.
5. Call Back Result: The status of the Call Back result will automatically appear as Pass or Fail, depending on how the form is filled out. When you open the window for the first time, it will be in the Fail status by default. If the form is filled out properly and all required items match, the status will change to Pass.
   
• You can manually change the result by clicking on the pencil icon. If you do so, the Comments field will become required, as you must explain why this manual change was made. 
6. Medication: The text includes the name of the medication, strength, order type, and scheduled onsite day, and the following information is all related to this medication.
7. Hours Since Confirmed: Time since the patient confirmed the call back (green if less than 24 hours, red if after 24 hours)  
8. Today’s Dose Taken: Mark whether the patient has taken their medication dose for the day.
• Select Yes if the patient has taken the dose for today. Selecting Yes will increase the Expected Empty count by one and decrease the Expected remaining count by one. 
• Select No if the patient has not taken their dose for the day. 
9. Pick Up Date: This field only appears for non-MAT medications. It will show the order start date and allow users to select a different day if the medication was picked up later. Changing this date will adjust the expected medication count. 
10. Medication: Lists name, strength, and Lot Number if Track Lot Number is enabled in settings.
• Expected Empty: If enabled in Settings, this field allows you to track empty medication containers (empty bottles, film wrappers, etc.). For MAT Medications, the count is based on the total number of dispensed doses dated between the patient’s last window day and the current day. For non-MAT medications, the count is based on the number of days between the order start date and the current date and the number of expected doses per day. 
• Verified Empty: Count and verify the number of empty bottles/wrappers. Entering any amount different from the expected will result in a failed Call Back. 
• Expected Remaining: This field shows the amount of medication the patient is expected to have remaining when they come in. For MAT medications, the count is based on the number of doses dispensed for the patient dated on and after the current date. For non-MAT medications, the count is based on the number of days between the current date and the order’s end date, and the expected number of doses per day. 
• Verified Remaining: Count and verify the remaining medication brought into the facility. Entering any amount different from the expected will result in a failed Call Back. 
11. The next section allows you to indicate if there are any issues with the medication/lot number, and whether or not a UA has been completed.
• Tampering Evident: Use this field to document whether or not there is any evidence that the medication doses have been tampered with (e.g., diluted methadone, or opened wrappers, etc.). 
  • Selecting Yes will result in a Call Back Fail 
  • Selecting No will result in a successful Call Back 
• Appropriate Lot Number: If this field has been enabled in Settings, you will be able to verify whether or not the patient’s medication matches the lot number of the medication they were given. 
  • Selecting Yes will result in a Call Back Fail 
  • Selecting No will result in a successful Call Back 
• UA Complete: Allows the user to document whether or not the patient completed a urinalysis. 
  • Yes: The patient has completed U/A with a negative result and passes the Call Back. 
  • No: The patient has completed U/A with a positive result and fails the Call Back. 
  • N/A: No U/A was needed. 
12. Comments: Unless you have manually changed the Call Back result status, this field is optional. Add any comments, as desired. 
13. Attachment: Click on the Choose File button to select and upload any attachments. 
14. Click Sign and Submit to proceed. 
15. Both patient and staff member will be required to sign.
16. Once both signatures have been entered, the card will automatically be moved to the Completed column/status.

Completed Column

The Completed column lists patients who have completed a Call Back for the day, regardless of pass or fail status. 

In addition to the elements which can be found on the other columns, the items in this column include Pass and Fail tags to make it very clear which Call Backs have passed or failed. Additionally, a date beside the calendar icon indicates the next scheduled Call Back Date if one exists.  

1. Click on the arrows to open the desired Call Back form.
   
2. A successful Call Back appears as follows:
• If needed, you can change the next call back date by clicking on the Next Call Back Date field, then click Save. 
3. A failed Call Back will display the reasons the Call Back failed.