Acuity Safeguard Manager
Block / Divert / Flag / Turn Off
Overview: The Acuity Safeguard Manager allows for customized patient-facing messages based on both symptoms and/or age submitted on a reservation form. This article outlines the differences between 'blocking,' 'diverting' and 'flagging' patients based on varying levels of acuity, as well as age. The table below highlights how each acuity safeguard manager feature works. Click here to view a more extensive explanation of blocking, diverting, and flagging patients.
|
|
Online Check-in |
Walk-in |
Patient will be stopped from making an online reservation |
Patient will be stopped from making an online reservation for 24 hours* |
Customizable Message
|
Default Symptom Message |
Default Age Message |
|
Blocked |
x |
|
x |
x |
x |
Based on the symptoms you have entered, the patient may be experiencing a life-threatening condition. Please call 911 or proceed to the nearest emergency room for immediate medical attention. For patient safety, we do not allow online check-in for patients with possible life-threatening conditions. |
For patient safety reasons, we do not allow online check-ins for certain age ranges. Please come in to our clinic and we will be happy to treat you on a walk-in basis. |
|
Divert |
x |
x |
x |
|
x |
Based on the symptoms you have entered, the patient may be experiencing a condition that we do treat but do not allow online check-in. Please come in to our clinic and we will be happy to treat you on a walk-in basis. |
For patient safety reasons, we do not allow online check-ins for certain age ranges. Please come in to our clinic and we will be happy to treat you on a walk-in basis. |
|
Flag** |
x |
x |
|
|
|
|
|
*When a patient is blocked, a cookie will be placed on their device that will block them from making an online reservation for 24 hours based on their demographic information and IP address.
**If a patient is flagged, staff will be internally notified, but the patients will not receive any kind of message when submitted a walk-in or online reservation.
Blocked:
- If a patient making an online reservation enters any of the blocked words or phrases into the ‘symptoms’ box, their reservation will be automatically stopped. They will receive the message below and will be blocked from making another online reservation for 24 hours. We block both their IP address and demographic information.
- Additionally, a patient can be blocked by age. If a patient is younger than or older than the set age parameters, their reservation will be automatically stopped. They will receive the message below and will be blocked from making another online reservation for 24 hours. We block both their IP address and demographic information.
** If you are using our Walk-in Express Product, Walk-in patients will NOT be blocked. Patients who enter these terms on the in-person walk-in form will be flagged for staff to see. View the FLAGGED section below for more information
Default Blocked Symptom List for online reservations (default “flagged” list for walk-in):
|
arm pain |
difficulty breathing |
pain in chest |
shortness of breath |
|
bitten by snake |
dizziness |
pain in my chest |
shunt |
|
bleeding |
dizzy |
pain in the chest |
slurred speech |
|
chest area pain |
hard to breath |
palpitations |
snake bite |
|
chest discomfort |
heart |
pregnancy |
snakebite |
|
chest pain |
heart attack |
pregnant |
stomach pain |
|
chest pains |
heart problem |
pressure in chest |
stroke |
|
chest pressure |
kill |
seizure |
sucidal, sucide, suicidal, suicide |
|
chest/sternum pain |
labor |
severe headache |
trouble breathing |
Default Symptom Blocked Message on Online Check-in Form:
Check out our "How to View Blocked Patients" article for a brief explanation on how to pull a report with patients that were blocked from making an online reservation.
Divert:
How it Works:
- This feature works similarly to the 'blocked' feature - a patient will not be allowed to make an online reservation but will NOT be blocked for 24 hours. They will receive a Divert message instead of the “Call 911 or go to nearest ER” blocked message. Your team can customize the message for each diverted term. This allows you to direct patients to the appropriate care for procedures that you don’t treat, but may not be indicative of a life-threatening condition. Walk-in patients can be diverted.
- We can customize the messaging at a symptom or age level.
Example of customized default message: “We do not perform sports physicals at the ER. Please contact your PCP or go to [WEB LINK] to view our health systems doctors and book an appointment.”
Example of the message a patient receives when trying to make an online reservation when they enter a symptom that is diverted:
.
Flagged:
How it Works:
- Allows patients to complete their reservations, but your staff will be notified with a flag icon on their patient card. The flag icon indicates that the patient entered a symptom that should be further reviewed. Staff can hover their mouse over the flag to view the term flagged
Turn Off:
You may request any of the default terms to be turned off on the critical symptom manager which means if they are entered in the ‘symptoms’ box on the online reservation form, the patient will be able to successfully make an online reservation. There will be no icon or indication to your staff that their condition is more emergent or needs further review when it comes across on the status monitor
The video tutorial below outlines the Acuity Safeguard in further detail.