5.2.5 - Initial Patient Contact for Students

After the patients have been assigned to the students, the protocol for scheduling an appointment is as follows:

DS2s and DS3s

1. The initial appointment is made by the Communication Center. 
2. The subsequent appointments are made by the Communication Center by utilizing the planner or by the PSC at the time of checkout.

DS4s

1. The initial appointment is made by the Communication Center. After the first attempt, the PSC follows up to make the initial appointment.
2. The subsequent appointments are made by the PSC at the time of checkout or by utilizing the DS4 planner.

DH1s and DH2s

1. The initial appointment is made by the DH PSC.
2. The subsequent appointments are made by the DH PSC at the time of checkout or by utilizing the DH planner.

Students are encouraged to be proactive in coordinating the scheduling of their patient family. Initial interactions with patients will determine the success or failure of all subsequent patient relations. Patient confidence and trust will be reflected in their first impressions of the student and the perception of the student’s interest in their needs.

1. Students are encouraged to call the patient as soon as possible (preferably within 24 to 48 hours of the assignment) from a phone within the COD.
   • When contacting a patient to confirm an appointment, the COD highly recommends that COD faculty, staff, and students use a COD telephone located on COD premises, instead of a personal telephone/mobile phone or electronic device. Telephones have been placed near workstations for COD faculty, staff, and students to have access to the COD electronic health record (EHR) for updating Medical Histories or entering notes into patient records. For students, see section 5.2.5.1: COD Phones for Student Use in COD Student Handbook for phone locations. See Contacting Patient by Phone HIPAA Policy. 
2. The student should call at reasonable hours. If the student needs to contact a patient in the evening, they should do so by 8:00 p.m.  Calling very late at night or early in the morning is discouraged. Elderly patients should be called relatively early in the evening.
3. Texting- Texting protected health information (PHI) is unacceptable. Texting a patient is not recommended. If the patient insists on receiving text messages, the student should always confirm the consent of the patient to receive text messages by reviewing the Request and Consent for Electronic Communication (ELCON). The patient may only receive text messages to the cell number indicated on the ELCON. If an ELCON is not on file or expired, a text message cannot be sent until the patient completes and signs a new ELCON for text messages at their next appointment.
4. If someone other than the patient answers the phone, the student should find out when the patient will be available and call again.  It is appropriate to leave a message to have the patient return the call by stating you are from the COD and leaving a return phone number. Do not divulge any information regarding the patient's past or upcoming treatment or appointment times to anyone not listed on the Authorization to Release PHI Verbally to Others form. Do not assume that the message will be forwarded to the patient.
5. The student should identify themselves once the patient is reached and state the reason for their call. The patient should be asked if they are still interested in being treated at the College of Dentistry.
6. The student should avoid identifying their class status and they should spell their name, if necessary. Patients often call the College of Dentistry and give a distorted or garbled version of a name which can make it difficult to identify the student.
7. Students should remind their patients to review the information in their copy of the “Terms of Participation” form (required availability for appointments, payment policies, etc.) and remind them that appointments will be 2-3 hours in length.
8. All scheduled patient appointments should be confirmed by the student the evening before. This is a helpful reminder to the patient and allows the student an opportunity to contact another patient if the original patient must reschedule.
9. At the end of the clinic appointment, the student should have a future planned procedure code and arrange their patient's next appointment, by checking the patient out with their PSC.
10. If a particularly involved or complex procedure was performed, the student should call their patient, before leaving the COD that day, to inquire about the patient's well-being. 

IMPORTANT! Record all phone contact attempts in the electronic record in the Patient Contact Notes section, including the number called.

The University of Oklahoma College of Dentistry will take all necessary steps to protect and safeguard patients’ Protected Health Information (PHI). Students should review the Contacting Patient by Phone or Electronic Devices Policy prior to calling, texting, or emailing patients. Failure to do so could result in HIPAA violations and sanctions.

The COD highly recommends using a phone located within the COD for calling patients instead of their personal phone. Phones have been intentionally placed near workstations, so students have access to axiUm for updating Health Histories or entering notes. Locations of phones available for student use are listed below:

Student Lounge

• Four (4) wall-mounted phones
• Always available

Radiology Viewing Room

• Four (4) wall-mounted phones
• Available Monday-Friday during normal business hours and after hours with card access.

Comprehensive Care Faculty Offices

• Available during non-clinic hours

Fourth Floor Faculty Offices

• Available during non-clinic hours

Phones can be used to make outside calls by dialing “9” plus the number. The caller ID will state “Health Care 405-271-8001”.  These phones can also be used to dial an extension on the OUHSC campus.

Note: voicemail is not activated on phones. 

Additional resources:

Contacting Patient by Phone or Electronic Devices Policy

Safeguards – Administrative and Physical

Emailing and Transmitting PHI