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DECEASED PT CALL
PROTOCOL

Notice

A death in the family is always tragic, therefore, you have to make sure you approach the situation with empathy and thoughtfulness.

Examples

Empathize at every moment and use phrases like: ¨I´m really sorry for your loss¨

and when you're about to ask for some information: ¨As the PCP office  we need to get some information to properly document and make sure you don't get further calls in regards to the patient¨

Get the following information:

1.Name of person calling
2.Name of institution
3.Name of patient and DOB
4.Any details on how it happened (medical reason, time, etc)

Provide the following (if it applies):

1.Fax number (so they can fax us any records)
2.PCP name (in case they are not sure who is the PCP)

!

DO the following:

1. Spark information to your Supervisor
      1a. If supervisor is not available send MST
2. Cancel scheduled appointments
3. Leave a note with an alert (to avoid calling family)
 

Deactivated Chart

When ever you notice a chart shows up in red letter that means patient is
deceased/passed away.

Two possible scenarios

1. Hospital or Medical center           (ER, urgent care, etc.) calls to        inform
2. Family member calls to                inform

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