This toolkit was first developed in 2011 when two groups of full service family practice physicians located in Sooke BC decided to come together as the West Coast Family Medical Clinic. In an effort to merge the teams and get everyone working together and comfortable with new processes, the founding physicians decided to involve staff in creating and maintaining an office manual. The South Island Division of Family Practice provided project management support to the Sooke physicians to launch their new clinic on condition any tools developed be made available to other family practice clinics.
The toolkit has been available on the South Island Division website since 2012. It has been used as a resource by numerous family practices in South Island and Victoria, as well as several others across the province.
In 2015, Divisions undertook to update and expand the toolkit, and it is now available here on the Divisions website in various formats. Some clinics may choose to adopt certain policies and procedures as they are, and may find the web version of the toolkit the most practical. Some clinics may decide to develop their own customized manual from the downloadable MS Word version. An editing guide is available for those wanting to create their own manual.
Chapter 7: Telephones & Information Technology > 7.1 Phones* 7.2 Fax* 7.3 Phone and Printer Directory* 7.4 Internet* 7.5 EMR* 7.6 Clinic Website and Social Media* 7.7 Video Conferencing* 7.8 Systems Security* 7.9 Backup and Recovery* 7.10 Restarting Email and Fax Services* 7.10.1 Instructions for Restarting Email Service* 7.10.2 Instructions for Restarting Fax Service* 7.11 System Downtime Procedures >
8. Patient Enquiries* 8.1 Phone* 8.2 Email* 8.3 New Patients* 8.4 Looking up PHN and Medication History* 8.5 Requests to Transfer Records* 8.6 Prescription Renewals* 8.7 After Hours* 8.8 Sick Note Requests* 8.9 INR Calls*
9. Appointments* 9.1 Standard Appointment Schedule* 9.2 Appointment Types and Booking Preferences by Doctors* 9.3 Drivers Physicals* 9.4 Pre-Op Physicals* 9.5 Injections* 9.6 Wait List* 9.7 Advanced Access – Same Day Bookings* 9.8 Youth Clinic* 9.9 Urgent Care Clinic* 10. Patient Encounters* 10.1 Patient Arrival* 10.2 Patient Prep* 10.3 Set up for Pap or Minor Op* 10.4 Exam Room* 10.5 Appointment Completion* 11. Referrals & Prescriptions* 11.1 Referrals In* 11.1.1 Palliative Patients* 11.1.2 [Other types of referrals in]* 11.2 Referrals Out* 11.2.1 Referrals to Specialists* 11.2.2 Hospice Referrals* 11.2.3 Travel Assistance for Referrals to Specialists* 11.3 Prescriptions*
12. Maintain Patient Chart* 12. 1 New Patients* 12.1.1 Registering a New Patient* 12.1.2 Registering a Family Member* 12.1.3 Entering a Baby (still under Mother’s MSP)* 12.2 Labs* 12.2.1 Downloading Labs* 12.3 Pap Recalls* 12.3.1 To Generate a Recall List* 12.4 Prescriptions* 12.5 Allergies* 12.6 Scanning and Filing Documents* 12.6.1 Scanning* 12.6.2 Filing* 12.6.3 Types of Documents and Information Needed*