Roadmap: Working with phone-based patients

1

Add a phone-based patient.

1. Complete the Patient Profile page.
2. Select Phone as the Preferred Method of Contact.
3. You must also enter:
   • Patient First Name and Last Name.
   • Language.
   • Phone.
   • Time zone.
   • Preferred time of contact.

2

The application adds the patient to the call queue for contact during the survey window defined for each visit.

When due for a call, the patient appears on the Call Center List page.

3

The Call Center staff member contacts the patient by telephone to complete the survey.

1. Select Call Center List ().
2. Click the Patient ID link of a patient.
3. Call the patient.
4. Click Interview.

4

The Call Center staff member assists the patient to:

Do the following:

• Complete the currently scheduled survey.

• Click the Override button and perform the interview.

• Complete all previously and currently scheduled surveys, if permitted by the study design.

• Click the Override button and perform the interview.

• Report a major medical event.

• Click the Call Center Intake Form button and help the patient to fill out the form for reporting the major medical event.

5

If the study is configured to issue eCodes, and the patient completes the survey with Call Center assistance within the Call Center window, the Call Center staff member emails or reads the eCode to the patient.

If the patient does not complete the survey within the specified window, or if the Call Center staff has unsuccessfully attempted to contact the patient the maximum number of times defined for the Call Center, the survey remains blank and no reimbursement is provided.

6

If the Call Center staff member cannot reach the patient or contacts the patient but cannot perform the interview, the Call Center staff member logs the call.

• Click Log Call.

  The OutcomeLogix application logs the call and increments the call attempt count.